This article features a guide for Administrators to tools applicable to all available channels (Chat, Email, SMS) of Talkdesk Digital Engagement™.
- Conversation Weight
- Configuring Templates
- Managing Templates
- Creating a Template
- Editing a Template
- Templates Integration with Knowledge Management
- Managing Sound Notifications
- Priority Configuration
- Wrap-up: Disposition Sets
- Available AppConnect Apps with Digital Engagement
Conversation Weight
This feature allows you to configure the weights of each conversation for each of the digital channels from one to 100 points. This configuration is set at the account level.
Agents have 100 points of capacity, which means the value for each conversation weight varies depending on the business needs. Each admin should try to understand which configuration makes more sense to support their specific use case.
To access the option for Conversation Weight, go to Admin [1], choose Channels [2] and then select the Global settings tab [3].
Click the Edit button [4] to enter Edit mode. Then, you will be able to:
- Configure and “Define conversation weight” per channel (The range is from one to 100):
- Dragging each of the slides allows you to “Define each conversation weight” [5],
- Or by manually inputting the value in the text box [6].
- Restore to default values:
- By channel, clicking on the restore button on each line [7].
- All channels, by clicking on the “Restore to default values” button [8].
Note:
The Default values are:
- SMS, Email → 5
- Chat → 30
- Facebook Messenger, WhatsApp and Digital Connect → 20
When you’re done, click Save [9] to apply your choices.
These values are not retroactive, which means that once the settings are changed they will only be applicable to new conversations.
Example 1:
Assuming the configuration above, if an agent has already received 1 Voice, 1 Email, 1 FB and 1 SMS, (51+20+20+5 = 96 points) he/she won’t get any other conversation being pushed to him/her because there’s no space left to receive any other conversation (none conversation is configured to have four points or fewer).
Example 2:
Assuming the configuration above, If an agent has already received 1 Voice (51 points) he/she won’t get any other conversation being pushed to him/her because there’s no space left to receive any other conversation (none conversation is configured to have 49 points or fewer).
Supervisors will be able to monitor the occupancy of each of the agents in Live Reporting.
Nevertheless, the same agent is able to pull new conversations from the Inbox manually because the Conversations weight only applies to the Push model (conversations that reach the Agent through the “Assign Agents to Message” component in Studio).
Configuring Templates
To configure your templates and view the available collections, go to Admin [1], choose Channels [2] and then select Templates [3].
From the list, you can click the More Actions button (...) [4], to delete a collection. Simply choose Delete to remove the collection.
If no template collections have been created yet, press the + Create collection button [5].
This opens a new menu. Here, you must give your collection a “Title” [6] and define a “Language” [7] for the collection’s templates. Both these fields are mandatory.
Note: Once the collection has been created, its name cannot be changed.
Managing Templates
On the Templates menu, select a collection to view its templates.
The template listing features a “Channels” column [1] detailing which channels (“Email, “SMS” and/or “Chat”) that specific template is activated for.
Existing templates can be edited, deleted, or made inactive, by selecting the More Actions button (...) [2].
Notes:
- Inactive templates won’t be available for Agents.
- Deleted templates cannot be recovered.
Creating a Template
To create a new template, choose the + Create template button.
A new menu will pop up, where you will be prompted to give it a “Title” [3]. Filling this field is mandatory. Click Create [4].
Editing a Template
You can access this menu by choosing Edit (from the More Actions button), on the template listing.
Each template’s content can be adjusted, in order to facilitate the distinction between each channel.
For the “Email” channel, you can define rich text messages, as well as add links.
You can also insert the inline image under the template. It will allow you to choose local images or online resources.
For “SMS”, “Chat” and “digital connect”, only plain text messages are allowed.
Notes:
- In order to be active, a template needs to have, at least, one active channel attributed to it.
- Templates are only available for “Email”, “SMS”, and “Chat”.
- When adding/editing a template, the channels sections that are available will depend on the channels provisioned for that account. For example, if the account only has “SMS” active, only the “SMS” section will be available.
Templates Integration with Knowledge Management
Templates are stored on the Talkdesk Knowledge Management™ database. In case Knowledge Management is not available, the templates will not work.
Storage in the Knowledge Management system is done so that the AI engine and Talkdesk Digital Engagement™ feature the same data source. This will provide consistent answers, ensuring that virtual and human agents access the same information.
Note: In order to use templates, the Knowledge Management app needs to be installed.
To grant permissions in Knowledge Management, go to Talkdesk Classic > Admin > Roles and Permission > Knowledge Management. This menu will only be visible after the first collection is created.
Notes:
- Agents need to have View access to “Article”, “Label”, “Space”, "Card" and “Topic”.
- New roles need to have all the access permissions to “Article”, “Label”, “Space”, "Card", and “Topic”. This is so new roles can create templates under the Channel app.
- To know more about how to grant permissions to certain roles or users in Knowledge Management, please refer to this article.
Managing Sound Notifications
To access the option for Conversation Sound Configuration, go to Admin [1], choose Channels [2], and then select the “Global settings” tab [3].
Click the Edit button [4] to enter Edit mode. Then, you will be able to configure the following audio notifications for the following events::
- “Inbound conversation offered”
- “Auto-assigned conversation”
- “Transferred conversation”
- “New reply to ongoing conversation”
Sound Configuration: Default Options
| Events | Event Scope | Available Sound Options | Default Options |
| Inbound conversation offered |
Triggered by the Talkdesk Studio “Assign Agents to Message” component, by using the “Manual accept” option in the “Offer type” section. |
|
Bubbles |
| Auto-assigned conversation | Triggered by the Talkdesk Studio “Assign Agents to Message” component, by using the “Auto accept” option in the “Offer type” section. |
No sound |
|
| Transferred conversation |
Triggered by the agent's 'Transfer' action on Conversations and the supervisor’s 'Transfer' action on Talkdesk Live reporting. |
No sound |
|
| New reply to ongoing conversation | Triggered by a new reply message (from the contact person) to one of the conversations currently assigned to the agent. |
No sound |
Priority Configuration
Agents handling multiple conversations need to be able to prioritize their work according to the level of importance that admins attribute to each conversation.
The “Inbox” app’s priority level enables agents to manage the inbox by first addressing the most urgent conversations, which benefits agent productivity.
Using the View Mode
To configure priority indicators, go to Admin > Channels > Global settings > “Priority” [1]. By using the view mode, you can see the indicators configured for each priority level. Then, click the Edit [2] button to change the configuration.
Using the Edit Mode
Within the “Edit” mode, you can adjust the “Numbers” and the “Icons” displayed for each priority setting [1]. Click the restore button [2] to revert to the default values. Select the Save button to apply your changes [3].
Priority Configuration: Studio Component
To set up the priority value for agents, the following Talkdesk Studio™ components must be used:
- “Assign agents to message” component: Use the “Priority” scale (1-10) to determine the priority.
- “Send to inbox” component: Use the “Priority” scale (1-10) to determine the priority.
For additional information on Talkdesk Studio and how to use it, please read our Talkdesk Studio documentation.
Wrap-up: Disposition Sets
Configuring a Disposition Set
To configure the disposition set or disposition, go to Talkdesk Classic > Admin [1] > Dispositions [2].
Creating a New Disposition Set
Click on the New set button [1], to access the tab and fill in the set’s information.
After giving your set a name, indicating the “Call direction” and selecting the appropriate “Ring groups”, click on the Dispositions tab [2].
Use the Add dispositions button [3] to choose which dispositions should be under this set.
Creating a New Disposition
On the Dispositions tab [1], click on the New disposition button [2].
A “Disposition settings” tab opens, where you can fill in the disposition’s information: “Name” [3] and activate/deactivate it, by pressing the toggle [4].
Available AppConnect Apps with Digital Engagement
The table below displays the list of the AppConnect Applications that are currently available with Talkdesk Digital Engagement.
|
App |
Purpose |
Recommended Roles |
|
Channels App |
Manage channels settings and configurations |
Administrator |
|
Inbox App |
Access to Inbox/Queue |
Agents |
|
Conversation History App |
Access conversation details |
Supervisors |
|
Email App |
Access to Email channel |
Agents, Supervisors |
|
SMS App |
Access to SMS channel |
Agents, Supervisors |
|
Chat App |
Access to Chat channel |
Agents, Supervisors |
|
Facebook Messenger App |
Access to Facebook Messenger channel |
Agents, Supervisors |
For more context and information on how to install AppConnect Applications, please refer to our Knowledge Base article on Installing and Uninstalling AppConnect Applications. For information on how to edit each role’s permissions, please check this article.