Monitoring and Reporting

Tutorials, tips and answers to frequently asked questions to help supervisors understand and make the most of Talkdesk’s real-time live monitoring, dashboards and reports.

Talkdesk Explore

• Explore FAQ
• Explore Overview
• Migrating Scheduled Reports
• Creating Schedules
• Setting Up a Visualizations Heatmap Table
• Editing Options for Visualization Tables

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Talkdesk Live

• Talkdesk Live
• Using Talkdesk Live
• Talkdesk Live Multiple Dashboards
• Configuring Talkdesk Live
• Available Metrics for Talkdesk Live
• Short Abandoned Calls View in Talkdesk Live

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Call Metrics

• Call Metrics
• Inbound Call Metrics
• Outbound Call Metrics

Other Metrics

• Service Level Metrics
• Filtering Metrics by Ring Group or Phone Number
• Agents Metrics
• Numbers Metrics
• Dispositions Metrics

Reports

• Exporting Detailed Call Reports
• Available Scheduled Reports
• Creating Scheduled Reports
• Call Flow
• Hangup causes
• Average Waiting Time a.k.a. Average Speed of Answer (ASA)

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Teams

• Teams Section Overview
• Filtering by Team in Talkdesk Live
• Defining and Editing Permissions for Talkdesk Teams
• Teams Section Success and Error messages

FAQ - Monitoring and Reporting

• What is an Abandoned call?
• What is the difference between a missed call and an abandoned call?
• How do I use the whisper function?
• How can I review call records by agent?
• Can I listen to an agent's call in real time?
• Is it possible to allow all agents access to the reporting and metrics section of Talkdesk?

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