FAQ - Monitoring and Reporting

FAQ - Monitoring and Reporting
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Answers to some of the most frequent questions asked by supervisors while monitoring agents and calls or analyzing and interpreting Talkdesk's reports and metrics

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Last Updated

How can I know how a call was routed?

Last Updated: October 27, 2022 22:31

October 27, 2022 22:31

“Live Ring Groups” and “Handling Ring Groups”

Last Updated: December 20, 2022 16:18

December 20, 2022 16:18

What is an abandoned call?

Last Updated: November 07, 2022 11:10

November 07, 2022 11:10

What is the difference between a missed call and an abandoned call?

Last Updated: November 14, 2022 14:28

November 14, 2022 14:28

Call Flow

Last Updated: November 17, 2022 17:33

November 17, 2022 17:33

Hangup causes

Last Updated: November 24, 2022 13:47

November 24, 2022 13:47

Average Waiting Time or Average Speed of Answer (ASA)

Last Updated: November 24, 2022 15:41

November 24, 2022 15:41

Can I export a spreadsheet with the calls, notes, and dispositions?

Last Updated: December 01, 2022 13:49

December 01, 2022 13:49

Why do some calls say "N/A" in the agent column?

Last Updated: December 06, 2022 12:44

December 06, 2022 12:44

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