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  2. Monitoring and Reporting
  3. 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

Available Articles

  • What is an Abandoned call?
  • What is the difference between a missed call and an abandoned call?
  • How do I use the whisper function?
  • Call Flow
  • How can I review call records by agent?
  • Can I listen to an agent's call in real time?
  • Hangup causes
  • Average Waiting Time or Average Speed of Answer (ASA)
  • Is it possible to allow all agents to access the reporting and metrics section of Talkdesk?
  • Can I export a spreadsheet with the calls, notes, and dispositions?
  • Why do some calls say "N/A" in the agent column?
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