Talkdesk FAQs

Prerequisites

In order to use Talkdesk Mobile Agent, you'll need the following:

Smartphone running Android Marshmallow or a later version, or;

Apple iPhone 5S, or later running iOS 12 or later version.

Network connection with a minimum 3G data signal.

PCMU codec.

100 kBit/sec for voice calls.

Using the App

Getting Started

Go to Google PlayStore on your Android device, or to the App Store on your Apple device, and search for "Talkdesk".

Tap on "Install" and open the app.

Enter the account name and tap Next [1].

If using an Apple device, tap "Continue" to allow the app and website to share your information.

Enter the user credentials and tap Login [2].

If prompted, tapAllow [3]to enable audio recording.

You start with an empty Call History screen [4]. Thiswill become populated with the date and duration of the calls you make, receive, and those you miss, using the Mobile Agent[5].

Status Control

To change your status, start by tapping on your avatar [6].

In the account screen, select your new status from the list [7].

Inbound Calls

To receive calls, ensure your status is set to Available.

When you receive an Inbound call, you’ll see different information depending on your device and current navigation in the operating system.In all cases you are given the option to Accept or Reject/ Decline the call [8]. The first time you accept a call in iOS, you have to first allow the Mobile App to access the microphone [9].

Outbound Calls

Selecting the Outbound Number

If you have more than one number linked to your account, you can change the outbound number from where the call will be made easily by going to the call history screen [10] and tapping the keypad button [11]. From there, tap Team Number [12] and select the number you wish to call from.

Note: The outbound numbers are synched from Callbar and Talkdesk Main.

Making an Outbound Call

There are 4 ways to input a number to make an outbound call. You can simplytap an entry in the call history screen[10]. Alternatively, tap the keypad button [11] and:

Long press the “0” digit and type the country code and number.

Paste the full number including the country code into the input field (E.164 format).

Choose the country code by pressing the flag icon and type/paste the number.

With the correct number in place, tap Call [13] to place the outbound call.

Call Controls

During a live call, you have the following information available.

Ring Groups[14].

Contact Details[14].

Context [16] (if the call is originated in a Stdio flow).

Additionally, you have the following call control options:

Speaker[17]

Keypad/DTMF[18]

Mute[19]

Hold[20]

Disconnect[21]

Note: When you finish a call, by default you will be placed into "After Call Work" (ACW)if your account settings determine so.

Logging Out

To logout:

Navigate to the Account screen [22].

Tap the “Logout” button [23].

You will be redirected to the login/account selection screen [24].

Unlike macOS and Linux environments,on Windows you need to create a group policy to allow the use of DSCP markings and prioritize voice traffic using QoS.

To do this, please follow the steps below, which are based on Windows 10.

How to set DSCP markings with a QoS audio policy

To create aQoS policy, you will need to create a Group Policy by using the Group Policy Management: Start> Administrative Tools> Group Policy Management

Next, complete these following steps:

Locate the container where the new policy should be created.

Right-click the relevant container, and then click ‘Create a GPO in this domain, and Link it here’.

In ‘New GPO’, type a name for the new Group Policy object in the and click ‘OK’.

Right-click the newly created policy, and then click ‘Edit’.

Prioritizing Talkdesk traffic from Callbar Electron

In the Group Policy Management Editor, expand ‘Computer Configuration’, followed by ‘Windows Settings’, right-click ‘Policy-based QoS’, and then click ‘Create new policy’:

[email protected].

In ‘Policy-based QoS’, type a name for the new policy. Select ‘Specify DSCP Value’ and set the value to 46. Leave ‘Specify Outbound Throttle Rate’ unselected, and then click ‘Next’.

Select ‘Only applications with this executable name’. Enter Callbar.exe, and click ‘Next’. This setting sets the policy to only prioritize matching traffic from Callbar.

On the third page, make sure that both ‘Any source IP address’ and ‘Any destination IP address’ are selected, and then click ‘Next’.

On page four, choose ‘TCP and UDP’ in ‘Select the protocol this QoS policy applies to’.

In ‘Specify the source port number’, make sure that both ‘Any source port’ and ‘Any destination port’ are selected and then click ‘Finish’.

Prioritizing Talkdesk traffic from Google Chrome

If you are using Talkdesk main web application in Google Chrome (the ' Web Mode ') or Callbar Chrome App, follow these steps to prioritize the traffic.

In the Group Policy Management Editor, expand ‘Computer Configuration’, then ‘Windows Settings’, right-click ‘Policy-based QoS’, and then click ‘Create new policy’:

In ‘Policy-based QoS’, type a name for the new policy. Select ‘Specify DSCP Value’ and set the value to 46. Leave ‘Specify Outbound Throttle Rate’ unselected, and then click ‘Next’.

Select ‘Only applications with this executable name’. Enter Chrome.exe, and click ‘Next’. This setting sets the policy to only prioritize matching traffic from Chrome.

On the third page, make sure that both ‘Any source IP address’ and ‘Any destination IP address’ are selected, and then click ‘Next’.

On page four, choose ‘UDP’ in ‘Select the protocol this QoS policy applies to’.

In ‘Specify the source port number’, make sure that both ‘Any source port’ and ‘Any destination port’ are selected and then click ‘Finish’.

To implement the new policy, the Group Policy needs to be refreshed in the client computers. It'srefreshed once in a while, or after a restart, but you can force the refresh by running this in the command console:

## as administrator

C:\Windows\system32> gpupdate.exe /force

For more information, please check this document from Microsoft: Quality of Service (QoS) Policy.

How to verify the DSCP marking

To verify the DSCP marking, you need to confirm the Group Policy object by running the following command prompt:

## as administrator

C:\Windows\system32> gpresult /H "\%USERPROFILE\%\Desktop\gp.html"

C:\Windows\system32> regedit /e "\%USERPROFILE\%\Desktop\gp.txt" HKEY_LOCAL_MACHINE\Software\Policies\Microsoft\Windows\QoS

TheTXT file will show this information:

[HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows\QoS\callbar]

"Version"="1.0"

"Application Name"="Callbar.exe"

"Protocol"="*"

"Local Port"="*"

"Local IP"="*"

"Local IP Prefix Length"="*"

"Remote Port"="*"

"Remote IP"="*"

"Remote IP Prefix Length"="*"

"DSCP Value"="46"

"Throttle Rate"="-1"

And you will see the following in the HTML file:

You can also take a trace by running Wireshark.

Please make a capture while on a call.

Next, go to Analyze> Enabled Protocolsand make sure that 'rtp_udp' is enabled.

The following will be displayed:

And that's it.

If you have any questions, please reach out to

To ensure a smooth experience with Talkdesk, we provide a set of requirements for the use of our web application.

Device Requirements:

Google Chrome (check Chrome Browser system requirements ).

Minimum 4 GB of RAM (8 GB recommended).

Intel i5 / AMD Ryzen 5 processor

Network Requirements:

You'll need to make sure that you have enough bandwidth to support the number of simultaneous calls you expect your agents to make. The bandwidth used is 100 kbpsper phone call (upstream and downstream). It is important to note,this numberisonly forthe audio traffic.

Other actions in Talkdesk will send/receive data, so moreheadroom is required. Also,other tabs the agent may have open, such as email or CRM will beconsuming bandwidth as well. It's not possible for us to say exactly what you might need, but as rough rule of thumb, 1 Mbpsper person sharing the connectionis a good start. For example, if there are 100 people in your office, we recommend 100 Mbps symmetrical connection. (It is crucial to have adequate download and uploadbandwidth for the number of users).

Asadditional traffic on the same network can impact audio quality, here are other suggestions you should follow as well:

When possible, use a wired network connection, rather than a Wi-Fi connection. This will generally provide a more consistent and better quality network connection.

Don't run any network-intensive applications on the computers, such as internet radio or streaming video, or run significant uploads or downloads that might compete with your audio. Close unused desktop apps that might also hoard CPU \%.

Check with your IT department to see if higher Quality of Service (QoS) is possible for your audio connection.

Open network ports in your router / firewall / antivirus software (advanced info in the table below).

WebRTC (Chrome/Firefox browser).

TCP: port 80 and 443.

UDP: Server port:10,000 20,000.

The client will select any available port from the ephemeral* range: 1,024 to 65,535.

* An ephemeral port is typically used by the Transmission Control Protocol (TCP), User Datagram Protocol (UDP), or the Stream Control Transmission Protocol (SCTP) as the port assignment for the client end of a clientserver communication to a well-known port on a server.

If your router supports QoS, prioritize the ports mentioned above, or the IP address of the computer(s) making calls.

If your router includes SIP Application Level Gateway (ALG) function or Stateful Packet Inspection (SPI), disable both these functions.

Do not use a VPN as it will likely affect audio quality. If you do need to use a VPN, you can exclude the voice traffic using the IP addresses listed for QoS. It is important that the voice traffic does not go over a VPN.

To test network latency and quality, you can follow the guidelines for audio quality.

Further Networking Info:

webRTC is supported natively in most modern browsers, however, Talkdesk only officially supports Google Chrome. (Edge and Firefox will also work but are unsupported).

webRTC usually works without a problem using inbuilt networking technologies (STUN and TURN). However, environments with very restrictive firewalls may require some setup. The details below have further information for your IT-networking department.

webRTC client connects using the following details:

Component

Address

Client-side port

Server-side port

Protocol

Signaling

chunderw-gll.twilio.com

chunderw-vpc-gll.twilio.com

chunderw-vpc-gll-{region}.twilio.com

(Regions: au1, br1, de1, ie1, jp1, sg1, us1)

Any

443

TCP

Presence

matrix.twilio.com

Any

443

TCP

Insights

eventgw.twilio.com

Any

443

TCP

Media (SRTP)

IP addresses listed for QoS

Any

10,000 - 20,000

UDP

The client will select any available port from the ephemeral range. On most machines, these means the port range 1,024 to 65,535.

Talkdesk Specific Domains:

*.mytalkdesk.com

*.talkdesk.com

*.talkdeskid.com

*.talkdeskapp.com

*.amazonaws.com

td-p-talkforce.herokuapp.com (Specific to widget usage)

chunderwgll.twilio.com

chunderw-gll.twilio.com

chunderw-vpc-gll.twilio.com

eventgw.twilio.com

matrix.twilio.com

media.twiliocdn.com

static.intercomcdn.com

ws.pusherapp.com

*pusher.com

sdk.split.io

events.split.io

notify.bugsnag.com

js.logentries.com

*.cloudfront.net

These domains should be excluded from inspection/policing on ports 80 and 443 wherever possible.

Where * is all subdomains.

These Talkdesk domains are hosted on AmazonWeb Services.You can find Amazon’s current public ranges in their documentation about AWS IP Address Ranges. Amazon changes these ranges often, and services could originate from any address in these ranges.

If you utilize SIP devices with Talkdesk, make sure you follow the networking guidelines for SIP clients.

Besides collecting Customer Satisfaction data through text message surveys, admins can gather additional data by requesting their agent’s feedback on the customer’s mood at the end of every call with a client.

Mood is basically the emotional state of a caller, which can be determined by numerous facts such as the nature of the issue the caller is calling about, where and when the caller is calling from, the caller’s past experience with your company, etc.

Mood Surveys

Once you have enabled Sentiment Settings for your account, when you go to the After Call Work settings, a new Mood Survey option is displayed:

customer’s satisfaction metrics

By switching the "Mood Survey" option to the ON (right) position, agents will see an option to assess the caller's mood at the end of each call.

Note:The Call Disposition Dialog needs to be enabled as well.

Agents will be required to evaluate the caller’s mood by selecting one of four emoji options (Happy, Neutral, Unhappy/Angry or Not possible to evaluate, e.g. call dropped before being possible to evaluate):

This option is available both in the Callbar:

And the main Talkdesk web application:

The selected Mood emoticon will change color to indicate that it is selected:

Happy:

Neutral:

Unhappy/Angry:

Don’t Know/Not possible to evaluate*:

*eg. call dropped before being possible to evaluate it

Learn more about Contact Mood.

Besides collecting Customer Satisfaction data through text message surveys and gathering additional data by requesting agent’s feedback on thecustomer’s mood, Supervisors can then also start digging into their .

The Health Insurance Portability and Accountability Act (HIPAA) was passed in 1996 to grant patients privacy rights over their medical records and other personally identifiable health information.

By law, covered entities and their business associates must implement security safeguards for protected health information (PHI).

While Talkdesk is not a covered entity and does not consider itself a business associate, we want to ensure that our customers can use Talkdesk in a HIPAA-compliant way. Talkdesk follows industry best practices for security, availability, processing integrity, and confidentiality.

Amazon-based custom storage solution

To better support our HIPAA-compliant customers, Talkdesk has developed a new solution that addresses the area of Talkdesk application that’s most likely to contain PHI: call recordings. This solution allows customers to store and manage call recordings directly in their own server.

Learn how to configure Hybrid Cloud, our custom storage solution for Amazon Web Services (AWS).

How does it work?

Recordings are transferred directly to custom server for storage. This process happens asynchronously for each recording file. When a user tries to access a recording through Talkdesk application or 3rd party CRM, Talkdesk will create a signed URL to the recording file.

Users must be authenticated in order to play the recording.

Customers can directly manage access control.

This solution has been designed to maximize data security when working with Talkdesk:

Server Access

Following best practices for granting access to 3rd parties via IAM role, Talkdesk only accesses the customer’s Amazon Web Services (AWS) resources using temporary security credentials instead of long-term credentials. Talkdesk can provide an AWS policy template that contains the proper permissions to work correctly with our recording service.

Transfer and Storage

Recording files are transferred directly to the customer’s server from Twilio. Talkdesk receives AWS acknowledgment to confirm that the file arrived at its intended destination, but does not access or store the data within its infrastructure at any point in the process. This happens asynchronously for each recording file, meaning that files are processed individually instead of in batch.

Access Control

By default, Talkdesk authenticates users before they can play recordings. Once authenticated, Talkdesk redirects the user via a time-bounded signed URL to play the recording from a temporary file location. Optionally, customers can revoke READ access and manage user access control internally. In this scenario, Talkdesk redirects the user to the customer’s server for authentication and authorization.

Data Disposal

When a recording file has exceeded the defined data retention policy it becomes inaccessible. Talkdesk uses the WRITE permission to overwrite it with a recording stating that the file has been deleted.

Note:Revoking the delete permissions in the AWS custom storage bucket does not stop Talkdesk from overwriting recordings.We advise customers to not remove these delete permissions, as they may be required in the future, if the overwrite implementation is changed to a delete.

The intended deletion policymustbe set in the customer's Talkdesk account Recording Retention Policy settings.

Partner Information

Talkdesk partners with Twilio to power real-time communications with end customers according to Twilio’s standard Terms of Service. Since the recording files are created by Twilio, they are necessarily stored within Twilio’s infrastructure (albeit temporarily).

Talkdesk initiates the transfer immediately after being notified by Twilio that a recording file is available. Once confirmed that the recording has been successfully transferred to the customer’s server, Talkdesk requests the deletion of that file from Twilio.

For more details about Twilio’s security practices, please review Twilio’s Security Whitepaper.

Existing recordings will not be copied to the new AWS custom storage bucket but will remain accessible in the Talkdesk bucket.

All workflows and logic tied to Talkdesk bucket recordings (access permissions, deletion policy) remain the same in the custom bucket, as stated in the customer's Talkdesk account Recording Retention Policy settings.

The following instructions will assist the application administrator in configuring Hybrid Cloud, Talkdesk’s custom storage solution for Amazon Web Service (AWS).

Please note the following restrictions before beginning these instructions:

Existing Recording Management. Existing recordings will not be copied to the new custom storage bucket but will remain accessible in the Talkdesk bucket.

Permissions and Retention. All workflows and logic tied to your recordings, including access permissions and deletion policy, still apply for custom storage and will remain the same as stated in your Talkdesk account retention policy.

Configuration Limitations. Once you complete changing your storage provider to AWS, it will be non-configurable on Talkdesk. To make further changes to Hybrid Cloud, you will need to contact [email protected].

Part 1: Set up your S3 bucket

[email protected]

Navigate and log in to console.aws.amazon.com

Click on Services [1] and select S3 [2] under Storage.

Click Create Bucket [3].

Name the bucket (no spaces) and select the appropriate region [4].

Click Create [5].

For additional security, you can further protect your data by enabling default encryption on a bucket so that all objects are encrypted when they are stored in the bucket. For more information, see Amazon’s documentation, How to Enable Default Encryption for an S3 Bucket in AWS.

You can also integrate it with CloudTrail, a service that captures specific API calls made to Amazon S3 from your AWS account and delivers the log files to an Amazon S3 bucket that you specify. Learn how to Create a Trail in AWS.

Part 2: Set up a custom policy

Click your login name and select My Security Credentials [6].

Click Policies [7].

Click Create policy [8].

Select the JSON tab [9] and copy and paste the following, replacing BUCKETNAME with the name of your custom bucket [10].

{

"Version": "2012-10-17",

"Statement": [{

"Effect": "Allow",

"Action": [

"s3:PutObject",

"s3:GetBucketLocation",

"s3:ListBucket",

"s3:DeleteObject",

"s3:GetObject"

],

"Resource": [

"arn:aws:s3:::BUCKETNAME",

"arn:aws:s3:::BUCKETNAME/*"

]

}]

}

Click the Review policy button [11].

Configure these fields with the corresponding values [12]:

“Name” = Talkdesk-storage-policy.

“Description” = Policy used by Talkdesk to save recording files to the bucket.

Click Create policy [13].

Part 3: Begin configuration within Talkdesk

In a new tab or window, navigate and log in to Talkdesk (youraccountname.mytalkdesk.com).

Navigate to Admin [14] > Preferences [15].

Scroll down until you see the setting "Data Storage Provider".

Click Change provider [16].

Talkdesk will display a warning to let you know pre-existing recordings from Talkdesk will become unavailable once you change to a custom storage. Hit Continue [17].

Select Amazon AWS in "Storage Provider" [18].

Select the applicable Region [19].

Enter the applicable bucket name in Bucket [20].

Copy the 12-digit number found under “Amazon Account Resource Name” [21] and leave this page open for now.

Part 4: Set up a role in AWS

Navigate back to AWS.

Click Roles [22].

Click Create role [23].

Select the option Another AWS account [24].

Paste the 12-digit numerical string copied from the configuration dialog box in step [21] into the field "Account ID" [25]:

Tick the option “Require external ID” [26]. A new “External Account ID” field will be displayed.

Go back to the Talkdesk configuration box, copy the Account Id (as shown below) and paste it into the “External Id” field [27].

Click Next Permissions [28].

Search for and select the Talkdesk-storage-policy [29] and hit Next: Review [30].

Set the “Role name” as Talkdesk-storage-role [31].

Click Create role [32].

Copy the new “Role ARN” that is displayed [33].

Part 5: Complete configuration within Talkdesk

Navigate back to the configuration dialog box within Talkdesk.

Paste the "Role ARN" into the field “Amazon Account Resource Name” [34].

Click Test connection [35].

Click OK on the successful installation prompt.

Once ready, click Save.

Note: Once you press Save, you will no longer have the option to edit the provider, bucket, or any of the associated settings will be removed. To make changes, please contact [email protected].

You’re all set! The configuration is complete and effective immediately. All new recordings will be directed to your AWS S3 bucket. No additional steps or maintenance required.

For additional help, please contact .

With automated tasks, your agents can stay busy handling calls and avoid manually updating two systems. You can create the following rules (and more) to keep your agents busy work to a minimum:

When a call goes to voicemail, create a new case with the recording in Desk.com

When a call is missed, create a new case in Desk.com

When a call starts, create a case in Desk.com

When a call ends, update a case with the recording in Desk.com

Automated tasks will help to streamline the support and sales process and enhance the quality of service that your team provides to customers.

To configure an automated task, please follow these steps:

[email protected]

Log in to your Talkdesk account as an administrator.

Navigate to Admin [1] > Integrations [2].

Click on Desk.com [3].

Click Add New Automated Task or Add your first automated task for Desk.com [4] if you don’t have any yet. This will take you to the automation configuration page.

Customize the automated task according to your needs.

Once finished, click Save at the bottom of the page.

Example: Creating a case from a voicemail

Let’s take the example of creating a phone case in Desk.com when a new voicemail is received in Talkdesk.

In section 1, "Choose a Talkdesk event and an action”, use the dropdown menus to configure a statement like “When a voicemail is left [5] in Talkdesk then create a phone case[6] in Desk.com”.

If desired, you can click Add filter in section 2, “Define event”, to fire this automation only when certain conditions are met.

See our full documentation on Automated Tasks Filters for more information.

In section 3, “Define action”, you can customize the details Talkdesk sends to Desk.com by dragging the relevant fields into the text boxes. For more information, read the article Automated Tasks Fields.

You can customize these fields according to your preferences, however, please note the Subject [7], and Direction [8] fields are required for this automation.

Once the configuration is complete, click Save at the bottom of the page to activate the automated task. You can disable and re-enable this automated task at any time by switching the toggle to OFF / ON.

If you have any questions or would like any assistance, do not hesitate to contact us at .

With automated tasks, your agents can stay busy handling calls and avoid manually updating two systems. You can create the following rules (and more) to keep your agents busy work to a minimum:

When a call is missed, create a new ticket in LiveChat.

When an agent logs in, change the agent’s status in LiveChat.

When a call ends, create a new ticket in LiveChat.

When an outbound call starts, change the agent’s status in LiveChat.

Automated tasks will help to streamline the support and sales process and enhance the quality of service that your team provides to customers.

To configure an automated task, please follow these steps:

[email protected]

Log in to your Talkdesk account as an administrator.

Navigate to Admin [1] > Integrations [2].

Click on LiveChat [3].

Click Add New Automated Task or Add your first automated task for LiveChat [4] if you don’t have any yet. This will take you to the automation configuration page.

Customize the automated task according to your needs.

Once finished, click Save at the bottom of the page.

Example: Changing agent status in LiveChat on an outbound call

Let’s take the example of changing an agent’s status in LiveChat when they start an outbound call.

In section 1, "Choose a Talkdesk event and an action”, use the dropdown menus to configure a statement like “When an outbound call starts [5] in Talkdesk then change agent status [6] in LiveChat”.

If desired, you can click Add filter in section 2, “Define event”, to fire this automation only when certain conditions are met.

See our full documentation on Automated Tasks Filters for more information.

In section 3, “Define action”, you can customize the details Talkdesk sends to LiveChat by dragging the relevant fields into the text boxes. For more information, read the article Automated Tasks Fields.

You can customize these fields according to your preferences, however, please note the Status [7] field is required for this automation.

Once the configuration is complete, click Save at the bottom of the page to activate the automated task. You can disable and re-enable this automated task at any time by switching the toggle to OFF / ON.

If you have any questions or would like any assistance, do not hesitate to contact us at .

With automated tasks, your agents can stay busy handling calls and avoid manually updating two systems. You can create the following rules (and more) to keep your agents busy work to a minimum:

When a call from a new contact is missed in Talkdesk, create a contact in OnePageCRM.

When a call from an existing contact is missed in Talkdesk, add a note in OnePageCRM.

When an outbound call starts in Talkdesk, create a contact in OnePageCRM.

When an outbound call ends in Talkdesk, add a note in OnePageCRM.

Automated tasks will help to streamline the support and sales process and enhance the quality of service that your team provides to customers.

To configure an automated task, please follow these steps:

[email protected]

Log in to your Talkdesk account as an administrator.

Navigate to Admin [1] > Integrations [2].

Click on OnePageCRM [3].

Click Add New Automated Task or Add your first automated task for OnePageCRM [4] if you don’t have any yet. This will take you to the automation configuration page.

Customize the automated task according to your needs.

Once finished, click Save at the bottom of the page.

Example: Creating a contact from an outbound call

Let’s take the example of creating contacts in OnePageCRM when Talkdesk starts an outbound call.

In section 1, "Choose a Talkdesk event and an action”, use the dropdown menus to configure a statement like “When an outbound call starts [5] in Talkdesk then create contact [6] in OnePageCRM”.

If desired, you can click Add filter in section 2, “Define event”, to fire this automation only when certain conditions are met.

See our full documentation on Automated Tasks Filters for more information.

In section 3, “Define action”, you can customize the details Talkdesk sends to OnePageCRM by dragging the relevant fields into the text boxes. For more information, read the article Automated Tasks Fields.

You can customize these fields according to your preferences, however, please note the First Name [7], and Last Name [8] fields are required for this automation.

Once the configuration is complete, click Save at the bottom of the page to activate the automated task. You can disable and re-enable this automated task at any time by switching the toggle to OFF / ON.

If you have any questions or would like any assistance, do not hesitate to contact us at .

With automated tasks, your agents can stay busy handling calls and avoid manually updating two systems. You can create the following rules (and more) to keep your agents busy work to a minimum:

When an inbound call starts in Talkdesk, create a contact, a note or a task in Highrise.

When a contact is created in Talkdesk, create a contact in Highrise.

When a note is created in Talkdesk, create a note in Highrise.

When an outbound call ends in Talkdesk, create a task in Highrise.

Automated tasks will help to streamline the support and sales process and enhance the quality of service that your team provides to customers.

To configure an automated task, please follow these steps:

[email protected]

Log in to your Talkdesk account as an administrator.

Navigate to Admin [1] > Integrations [2].

Click on Highrise [3].

Click Add New Automated Task or Add your first automated task for Highrise [4] if you don’t have any yet. This will take you to the automation configuration page.

Customize the automated task according to your needs.

Once finished, click Save at the bottom of the page.

Example: Creating a task from a missed call

Let’s take the example of creating a task in Highrise when a call is missed in Talkdesk.

In section 1, "Choose a Talkdesk event and an action”, use the dropdown menus to configure a statement like “When a call is missed [5] in Talkdesk then create a task [6] in Highrise”.

If desired, you can click Add filter in section 2, “Define event”, to fire this automation only when certain conditions are met.

See our full documentation on Automated Tasks Filters for more information.

In section 3, “Define action”, you can customize the details Talkdesk sends to Highrise by dragging the relevant fields into the text boxes. For more information, read the article Automated Tasks Fields.

You can customize these fields according to your preferences, however, please note the Task body [7], Public [8], and Notify [9] fields are required for this automation.

Once the configuration is complete, click Save at the bottom of the page to activate the automated task. You can disable and re-enable this automated task at any time by switching the toggle to OFF / ON.

If you have any questions or would like any assistance, do not hesitate to contact us at .

With automated tasks, your agents can stay busy handling calls and avoid manually updating two systems. You can create the following rules (and more) to keep your agents busy work to a minimum:

When an outbound call is started in Talkdesk, create a customer in Shopify.

When an outbound call ends in Talkdesk, update the customer in Shopify.

When an inbound call is started in Talkdesk, create a customer in Shopify.

When an inbound call ends in Talkdesk, update the customer in Shopify.

Automated tasks will help to streamline the support and sales process and enhance the quality of service that your team provides to customers.

To configure an automated task, please follow these steps:

[email protected]

Log in to your Talkdesk account as an administrator.

Navigate to Admin [1] > Integrations [2].

Click on Shopify [3].

Click Add New Automated Task or Add your first automated task for Shopify [4] if you don’t have any yet. This will take you to the automation configuration page.

Customize the automated task according to your needs.

Once finished, click Save at the bottom of the page.

Example: Creating a case from a voicemail

Let’s take the example of creating a customer in Shopify when an outbound call starts.

In section 1, "Choose a Talkdesk event and an action”, use the dropdown menus to configure a statement like “When an outbound call starts [5] in Talkdesk then create customer [6] in Shopify”.

If desired, you can click Add filter in section 2, “Define event”, to fire this automation only when certain conditions are met.

See our full documentation on Automated Tasks Filters for more information.

In section 3, “Define action”, you can customize the details Talkdesk sends to Shopify by dragging the relevant fields into the text boxes. For more information, read the article Automated Tasks Fields.

You can customize these fields according to your preferences, however, please note the First Name [7], Last Name [8] and Email [9] fields are required for this automation.

Once the configuration is complete, click Save at the bottom of the page to activate the automated task. You can disable and re-enable this automated task at any time by switching the toggle to OFF / ON.

If you have any questions or would like any assistance, do not hesitate to contact us at .

With automated tasks, your agents can stay busy handling calls and avoid manually updating two systems. You can create the following rules (and more) to keep your agents busy work to a minimum:

When a new contact calls, create a contact in Pipedrive.

When a contact is updated in Talkdesk, update the contact in Pipedrive.

When a call is missed, create an activity in Pipedrive .

When a note is created in Talkdesk, create a note in Pipedrive.

Automated tasks will help to streamline the support and sales process and enhance the quality of service that your team provides to customers.

To configure an automated task, please follow these steps:

[email protected]

Log in to your Talkdesk account as an administrator.

Navigate to Admin [1] > Integrations [2].

Click on Pipedrive [3].

Click Add New Automated Task or Add your first automated task for Pipedrive [4] if you don’t have any yet. This will take you to the automation configuration page.

Customize the automated task according to your needs.

Once finished, click Save at the bottom of the page.

Example: Creating an activity from a missed call

Let’s take the example of creating activities in Pipedrive when Talkdesk receives a missed call.

In section 1, "Choose a Talkdesk event and an action”, use the dropdown menus to configure a statement like “When a call is missed [5] in Talkdesk then create activity [6] in Pipedrive”.

If desired, you can click Add filter in section 2, “Define event”, to fire this automation only when certain conditions are met.

See our full documentation on Automated Tasks Filters for more information.

In section 3, “Define action”, you can customize the details Talkdesk sends to Pipedrive by dragging the relevant fields into the text boxes. For more information, read the article Automated Tasks Fields.

You can customize these fields according to your preferences, however, please note the Subject [7], Type [8], and Done [9] fields are required for this automation.

Once the configuration is complete, click Save at the bottom of the page to activate the automated task. You can disable and re-enable this automated task at any time by switching the toggle to OFF / ON.

If you have any questions or would like any assistance, do not hesitate to contact us at .

With automated tasks, your agents can stay busy handling calls and avoid manually updating two systems. You can create the following rules (and more) to keep your agents busy work to a minimum:

When a new contact calls, create a new contact in Nimble.

When a contact is updated in Talkdesk, update the contact in Nimble.

When an inbound call ends in Talkdesk, log a task in Nimble.

When a voicemail is left in Talkdesk, log a task in Nimble.

Automated tasks will help to streamline the support and sales process and enhance the quality of service that your team provides to customers.

To configure an automated task, please follow these steps:

[email protected]

Log in to your Talkdesk account as an administrator.

Navigate to Admin [1] > Integrations [2].

Click on Nimble [3].

Click Add New Automated Task or Add your first automated task for Nimble [4] if you don’t have any yet. This will take you to the automation configuration page.

Customize the automated task according to your needs.

Once finished, click Save at the bottom of the page.

Example: Creating a contact from an outbound call

Let’s take the example of creating a contact in Nimble when an outbound call starts.

In section 1, "Choose a Talkdesk event and an action”, use the dropdown menus to configure a statement like “When an outbound call starts [5] in Talkdesk then create a contact [6] in Nimble”.

If desired, you can click Add filter in section 2, “Define event”, to fire this automation only when certain conditions are met.

See our full documentation on Automated Tasks Filters for more information.

In section 3, “Define action”, you can customize the details Talkdesk sends to Nimble by dragging the relevant fields into the text boxes. For more information, read the article Automated Tasks Fields.

You can customize these fields according to your preferences, however, please note the First Name [7] field is required for this automation.

Once the configuration is complete, click Save at the bottom of the page to activate the automated task. You can disable and re-enable this automated task at any time by switching the toggle to OFF / ON.

If you have any questions or would like any assistance, do not hesitate to contact us at .

With Talkdesk’s Zoho CRM integration, you can configure automated tasks to streamline your agents’ workflows so they can stay busy handling calls. You can create the following rules (and more) to keep your agents' busy work to a minimum:

When a new contact calls, create a case, a lead or a contact in Zoho.

When a contact is created in Talkdesk, create a contact in Zoho.

When a note is created in Talkdesk, create a case in Zoho.

When an outbound call ends in Talkdesk, log a call in Zoho.

Automated tasks will help to streamline the support and sales process and enhance the quality of service that your team provides to customers.

To configure an automated task, please follow these steps:

[email protected]

Log in to your Talkdesk account as an administrator.

Navigate to Admin [1] > Integrations [2].

Click on Zoho CRM [3].

Click Add New Automated Task [4] or Add your first automated task for Zoho CRM if you don’t have any yet. This will take you to the automation configuration page.

Customize the automated task according to your needs.

Once finished, click Save at the bottom of the page.

Example: Creating a new case from a voicemail

Let’s take the example of creating a ticket in Zoho when a call is missed in Talkdesk.

In section 1, "Choose a Talkdesk event and an action”, use the dropdown menus to configure a statement like “When a voicemail is left [5] in Talkdesk then create case [6] in Zoho CRM”.

If desired, you can click Add filter in section 2, “Define event”, to fire this automation only when certain conditions are met.

See our full documentation on Automated Tasks Filters for more information.

In section 3, “Define action”, you can customize the details Talkdesk sends to ServiceNow by dragging the relevant fields into the text boxes. For more information, read the article Automated Tasks Fields.

You can customize these fields according to your preferences, however, please note the Subject [7], Case Origin [8], and Case Status [9] fields are required for this automation.

Once the configuration is complete, click Save at the bottom of the page to activate the automated task. You can disable and re-enable this automated task at any time by switching the toggle to OFF/ ON.

If you have any questions or would like any assistance, do not hesitate to contact us at .

With automated tasks, your agents can stay busy handling calls and avoid manually updating two systems. You can create the following rules (and more) to keep your agents busy work to a minimum:

When an outbound call starts in Talkdesk, create customer in BigCommerce.

When an inbound call starts in Talkdesk, create customer in BigCommerce.

When an outbound call ends in Talkdesk, update customer in BigCommerce.

When an inbound call ends in Talkdesk, update customer in BigCommerce.

Automated tasks will help to streamline the support and sales process and enhance the quality of service that your team provides to customers.

To configure an automated task, please follow these steps:

[email protected]

Log in to your Talkdesk account as an administrator.

Navigate to Admin [1] > Integrations [2].

Click on BigCommerce [3].

Click Add New Automated Task or Add your first automated task for BigCommerce [4] if you don’t have any yet. This will take you to the automation configuration page.

Customize the automated task according to your needs.

Once finished, click Save at the bottom of the page.

Example: Creating a customer from an outbound call

Let’s take the example of creating a customer in BigCommerce from an outbound call in Talkdesk.

In section 1, "Choose a Talkdesk event and an action”, use the dropdown menus to configure a statement like “When an outbound call starts [5] in Talkdesk then create customer [6] in BigCommerce”.

If desired, you can click Add filter in section 2, “Define event”, to fire this automation only when certain conditions are met.

See our full documentation on Automated Tasks Filters for more information.

In section 3, “Define action”, you can customize the details Talkdesk sends to BigCommerce by dragging the relevant fields into the text boxes. For more information, read the article Automated Tasks Fields.

You can customize these fields according to your preferences, however, please note the First Name [7], Last Name [8], and Email [9] fields are required for this automation.

Once the configuration is complete, click Save at the bottom of the page to activate the automated task. You can disable and re-enable this automated task at any time by switching the toggle to OFF / ON.

If you have any questions or would like any assistance, do not hesitate to contact us at .

The Talkdesk Mobile App is a native application designed to be on the cutting edge of the Talkdesk Agent Experience. With this application, available on Apple Store and Google Play, you and your team can handle your contact center calls without the limitation of being tied to a particular physical location.

If you have a Talkdesk Pro Plus or Enterprise subscription, please contact your Customer Success Manager or [email protected] so that we can activate the Talkdesk Mobile App for your account.

Using the Talkdesk Mobile App is very easy, and most of the features work in a similar way whether you’re using Android or iOS.

Logging in via a Talkdesk ID allows you to authenticate using the Talkdesk ID suite, including the ability to log in with SSO tools.

iOS

The call history is the landing page that you see after logging in. Here you can track your activity and redial any previously handled contacts. It’s also through the call history page that you can open the keypad and the agent settings page.

When using the Mobile App you can change your status as needed, relying on the real-time status management system that controls your availability and synchronizes it across all systems.

Make outbound calls from the keypad: simply type the number, copy/paste or click-to-dial (only available on Android). Regardless of the option that you choose, yourbusiness numberwill be used, ensuring all calls and reporting are centralized.

When you make and receive calls using the Talkdesk Mobile App you will be presented with a simple interface that includes all the necessary call controls: speaker mode, dialer, mute, hold and disconnect, along with the relevant contact information.

Whilst on an ongoing call, select existing contacts from Talkdesk’s database or create new contacts, so that your calls are correctly assigned and categorized.

At the end of each call you’ll be able to fill out the corresponding disposition and add call notes, triggering all the relevant automations.

The Talkdesk Mobile app is fully compatible with the newest Talkdesk products: Studio, Live, Explore and Disposition Sets.

Check our guides:

Android

Prerequisites

In order to use Talkdesk Mobile App on iOS, you'll need the following:

iPhone 5S, or later running iOS 12, or a later version.

Network connection with a minimum 3G data signal.

100 kBit/sec for voice calls.

Using the App

Getting Started

On your Apple device, go to the App Store and search for "Talkdesk".

Tap on "Install" and open the app.

Enter the account name and tap Next.

When prompted, tap Continue [1] to move to the login screen.

Enter the user credentials and tap Login [2].

You start with an empty Call History screen [3]. Thiswill become populated with the date and duration of the calls you make, receive, and those you miss, using the mobile app [4].

Status Control

To change your status, start by tapping on your avatar [5].

In the account screen, select you new status from the list [6].

Inbound Calls

To receive calls, ensure your status is set to Available.

When you receive an Inbound call, you’ll see the ringing screen as well as the Accept [7] and Decline [8] buttons. The first time you accept a call, you have to first allow the Mobile App to access the microphone [9].

Outbound Calls

There are 4 ways to input a number to make an outbound call.

You can simplytap an entry in the call history screen[10].

Alternatively, tap the keypad button [11] and:

Long press the “0” digit and type the country code and number.

Paste the full number including the country code into the input field (E.164 format).

Choose the country code by pressing the flag icon and type/paste the number.

With the correct number in place, tap Call [12] to place the outbound call.

Call Controls

Whilst on a live call, you have the options:

Contact handling

Create contact[13]

Select contact[14]

Call controls

Speaker[15]

Keypad/DTMF[16]

Mute[17]

Hold[18]

Disconnect[19]

Note: When you finish a call, by default you will be placed into "After Call Work"if your account settings determine so.

Logout

To logout:

Navigate to the Account screen [20].

Tap the “Logout” button [21].

You will be redirected to the login/account selection screen [22].

On Wednesday, February 5th, 2020, Talkdesk is releasing new iOS and Android versions of the Mobile Agent.

We are introducing performance improvements and fixes, as well as the following feature:

iOS Version 1.4.1:

Dark Mode.

Android Version 1.3.1:

Dark Mode.

We strive to provide a perfect product, but if you have a problem, let us know. We're here to help!

In order to help us help you,the more information we have from the start, the better and more quickly we can assist you.

If your enquiry is related to General Support, please reach out to [email protected].

If you have a Billing related question, please email us at [email protected].

Firstly, if you experienced an issue relating to a specific call,please send us the unique ID of that call. You can check here how you can retrieve the ID.

Information to include:

How often?

Is this a brand new problem, or one you've seen before?

Is it just affecting you, or your colleagues as well?

Does it happen all the time, or just occasionally?

If it's only occasionally happening, is there any pattern? For example:

Inbound or outbound calls

Calls to or from a specific country

Calls to or from a specific phone number on your account

Additional debugging info:

Did something happen (or not happen) when you pressed a button?

Did you see an error message on screen?

Can you send a screenshot? (This is always very helpful)

Did you hear an error message when making or receiving a call?

Problems with calls:

What exactly is the problem? (Delays, dropouts, call ended prematurely?)

Is there oneway audio? If so which direction is the audio missing?

How are you connected to the internet? (wifi or ethernet)

What type of headset are you using?

About You:

Are you brand new to Talkdesk andunable to get it working;

or,have you been using Talkdesk for monthsand this is a new problem?

Where are you in the world,or are you working from home?

At times it mightseem like we're asking a lot of questions butwith the right info we can pinpoint the problem and solve it faster! If you've taken any steps yourself, let us know those too. For example, restarting yourbrowser, or clearing your cache cansolve certain problems.

Further troubleshooting:

If we're unable to resolve the issue straight away we might call you, or propose getting on a screenshare with you.

Finally, if this is your first time reaching out to us please double check our system requirements, the most important of which is that we only support the Chrome browser.

Once you activate the Queue Callback feature, we recommend that you customize the message callers hear once they have requested a callback from the queue.

By default, after callers select the option for a callback from the queue they will hear this message, "Your place in the waiting queue has been reserved. The next available agent will call you back. Goodbye." To change this message to a customized message, follow the directions below.

An example of a common Queue Callback Message is, "You have requested to have the next available agent call you back from the queue. You may now hang up and wait for our call. Goodbye."

To configure the Queue Callback Message follow these instructions:

using this tool

Log into your Talkdesk account as an Admin.

Select the "Admin"section [1].

Click on the "Numbers"tab [2].

Click on the phone number for which you would like to configure the customized Queue Callback Message (note: you will have to configure this for each phone number in your account).

Click the "Greetings"tab [3].

Scroll down until you see "Queue Callback Message" [4].

Adda new message by following the steps below:

Click the "Add New Message"[5] link.Or, you can choose an already existing message [6].

Assign your Queue Callback Message a name by typing it into the box next to "Message Name". This will be the label applied to your Queue Callback Message in Talkdesk. Callers will not hear the message name.

If you would like to type in a message to be converted to an audio message to play to callers, select "Text to Speech"[7] and type your message next to the box labeled "Message".

Alternatively, if you have a pre-recorded message that you would like to play to callers, select "Upload File"[8] and click the "Choose File"button. Talkdesk currently supports mp3 and wav file types. If you have a file saved in another formatyou can convert your audio file to a format we support by .

"Save" your new message [9].

Once you have finished, click "Save" at the bottom of the page.

Important: repeat these steps for each required phone number in your account.

Before building your report the Timezone and the Date filters are already set to the default Account timezone and the Date will be set to the past 1 day.

Depending on the Dataset you’re working with the filter structure may vary. If on Agents, Numbers, and Ring Groups datasets you have a specific section with the dimensions, that can be used as filters on your analysis.

Ring Groups (Queues) Analysis dataset example

Filtering Dashboards and Reports

In this example you can see that the default Date and Timezone filters are in use and that both Date and Timestamps have a tooltip. You can hover over these to help get a better understanding of measures and dimensions, but for this specific case we’ll have a closer look at the Timestamp tooltip.

Arranging your distribution chronologically is done by picking the Timestamp for your canvas and setting the Data Aggregation in the filtering area. Adding the Data Aggregation enables the Timestamp to partition the data into 10, 15, or 30 minutes, 1 hour, 1 day, 1 week, 1 month, or 1 quarter (3 month).

The lower partitions will be available if you pick a 24-hour period. Picking larger periods not only impacts performance but for large amounts of data, the detail can be compromised.

Each time you use the search field to look for the Data Aggregation dimension, the filtered entries will also return the Timestamp. This is so that you remember your canvas should be complemented with the Timestamp.

The Calls Analysis dataset has a different way of showing which dimensions can be used in filters. This dataset returns the most complete set of information that you can have at call level, and that being so, most dimensions can be used as filters so that you can have a greater flexibility on your report customizability (as mentioned on Agents, Numbers and Ring Groups datasets there’s a specific section identifying filters).

In the Calls dataset, there's an exception for the "Call Started Date" and "Calls Finished Date" fields under "Call Identification" - these cannot be used as filters:

Date

Day of Month

Day of Week

Hour

Minute

Minute10

Minute15

Minute30

Month

Quarter

Time

Week

To filter by date, you have to use the dedicated dimensions "Date for Call Started" and "Date for Call Finished" under the "Filters and Datetime Field" section.

Custom Dashboards filtering

When creating or editing a dashboard you have the option to apply filters that can either filter all the tiles in the dashboard, or alternatively you can specify to which tiles the filters should apply. Let’s say you manage a team that works in a different time zone and you want to check the Service Level of both teams, one in your Chicago timezone, and the other in the New York City timezone.

On a dashboard with a tile measuring the Service Level already set up:

Start by clicking on Edit [1].

Duplicate the Service Level tile on your dashboard:

Click on More Options[2].

Select Duplicate Tile[3] and a new tile will appear.

Hover over the original Service Level tile and click on Edit (pencil icon).

Edit the tile name - in this working case example we’ll call it “Service Level CHI”:

Put your cursor in the name field [4] and edit the tile name.

Click Save [5].

Repeat steps 3 and 4 for your newly duplicated tile and rename it appropriately - we’ve gone for “Service Level NYC”.

Select the new, duplicated tile [6] and click on Filters [7].

The "Add/Edit Dashboard Filter" window will appear.Give it a "Name"[8] and select a "Type"[9].

Select the field to link to the filter, we’ve gone for “Create Area” [10] because we’re creating a dashboard.

Select your dataset [11].

Set the "Default Value"[12], for our example it’s New York.

Next, you need to decide which of the dashboard tiles and/or filters will be updated. Here we’re simply picking the newly duplicated tile “Service Level NYC” [13].

When you’re set, hit Save [14].

You now have two distinct tiles that reflect the Service Level in two separate timezones. Remember, the remaining tiles are all reflecting the default timezone in the account, which in this case is Chicago.

You can also add a filter without specifying a default value which will help you to filter on the go, tile by tile. As an example, let’s add a Ring Group filter to the dashboard without applying a default value:

Go to a specific tile on your dashboard, and click on "Edit Applied Filter" [1].

Note: This can be a tile with a previously set Ring Group.

Pick a dashboard filter you want to be added to the tile, in this example, Ring Group [2].

Hit Save [3] and the tile will calculate the metric unfiltered.

From here you can:

Apply the filter to a different Ring Group to update that Ring Group accordingly.

Change the Ring Group in the filter to update that filter accordingly [4].

Notes on Filters and Filtering

String dimensions are case sensitive, which means that for instance, when searching for a Ring Group (Call, Agent or Number Ring Groups) that are always lower case, if you type any upper case in the search field for Ring groups it won’t return the result you’re looking for.

The filters drop-downs have a hard limit for 100 items listed, this is to avoid performance issues when loading the lists of possible entries to filter from. In the case that you have 100+ entries you can use the search option within the filter drop-down. When you’re typing your search keyword, the matching results will be returned from the list. This also applies on filters of the default dashboards and when scheduling or sending a default report.

You can find out more about filtering in .

Talkdesk Studio is an interactive visual designer that offers Talkdesk Admins a new way to configure, design and manage both simple and complex call flows.

Talkdesk Studio Advanced Documentation

Studio offers a new assignment system providing new capabilities, like time-based actions on virtual queues and interaction prioritization. It’s continuously being extended to provide a best-in-class routing solution with omni-channel capabilities.

Studio gives contact center admins the ability to visually design customer journeys with little to no code, or expensive IT resources. It features a rich library of powerful and easy-to-use components that admins can use to seamlessly drop in contact center actions such as data dips, complex IVRs and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. Studio also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.

Requirements

If you're new to Studio, please check our requirements to start using it.

Resources

To get started with the creation of flows, take our course:

Academy Studio Course

For in-depth guidelines, check our advanced documentation:

For additional support, please contact your Custom Success Manager or [email protected]

Note: If you wish to retain the agent’s call and activity history or if, for instance, this is a seasonal agent that you wish to be able to re-enable in the future, then you should deactivate instead of deleting the agent.

Deleting an agent is very simple, however, please remember that this action is irreversible!

You will need to be an Admin to do this:

Log into your Talkdesk account as an Administrator.

Select the 'Admin' sectionfrom the navigation bar.

Select the 'Agents' tab [1].

Click on the name of the agent that you wish to remove.

On the right-hand side, select 'Delete Agent' [2].

You will seea pop up: click 'OK' to confirm the deletion [3].

To log in to Talkdesk for the first time, open the welcome email sent to you entitled: “[Talkdesk] Invitation Instructions” and click on the link that says “Accept Invitation”:

After you click the link, you will be asked to choose a password:

https://yourcompany.mytalkdesk.com is your login URL - Make sure to bookmark this link.

NOTE: “yourcompany” is your Talkdesk subdomain: typically the name of the company you work for.

When using Callbar you can get a complete perspective of the incoming call thanks to the Caller Snapshot.

Click the contact details icon to the right of the avatar to view the Caller Snapshot [1].

collect context

The Caller Snapshot will then display the following information:

Ring groups

When an inbound call is received, you can see via which ring groups the call is coming from.

When a blind transferred call is received from the dedicated line of another agent, the Caller Snapshot will show a tag containing the name of the agent who requested the transfer instead of the ring groups:

Note: Wait time is not displayed for the second agent when acall is transferred.

Wait time

Before answering a call, youcan see for how long the caller has been waiting.

Wait time starts counting as soon as the callconnects. It includes all time spent listening to greetings, IVR, and ringing to agents. It stopsas soon as the call reaches an agent to accept or reject.

Number

Shows the phone number the caller is using to call you.

Click the number or adjacent copy icon to copy the number to a clipboard so you can then paste it in another window or application.

Call ID

You can copy the ID of the call to another window or application, in case you need this information afterwards. Simply click on the ID or the adjacent copy icon.

Context information

If Studio is enabled for your account and there is at least one flow that is configured to, you will see this information in your Callbar.You can also copy these fields.

If you need to retrieve the ID of a call, there are different ways to do this:

If you are using the Calls tab of the Reporting section (Legacy):

You can retrieve the CallSID of a completed call from an export ofall calls.

If you are using the Live tab of the Reporting section:

While the call is in progress, click on the Calls - Live widget and select ‘Copy SID’.

If you are using Explore :

You can retrieve the Interaction ID from the Calls Dashboard or Calls Report.

If you are using Callbar:

The Call ID can be copied from the Caller Snapshot.

Depending on the exact issue, we may need 3 or more examples. When you havea few examples, please send them over to [email protected]

Having the ID will expedite our investigationsso we appreciate it if you have these ready.

If you don't have the ID, then knowing the exact time of the call, the agent involved, and the caller's phone number will help us to locate the call.

If you add an external phone number, you can receive phone calls wherever you are, even when you’re not at a computer.

In case your administrator configured Talkdesk to allow you to forward calls to an external phone number (mobile or landline), and if you have been given permission to override the account’s preferences, you can review and adjust the device settings to your needs.

You can decide to take calls on a personal, work, desk or mobile phone number instead of using Talkdesk, and also decide when you want to do this: only when you are available, only outside of business hours, etc.

To adjust your settings, please follow these steps:

Multiple Device Mode Settings

Click your initialsin the top-right corner [1] and select 'Agent Profile' [2] from the drop-down menu.

Enter your landline or mobilephone number in the 'External Phone Number' box [3]. You can also add your extension line number, in case of a work number [4].

Note:If your administrator has enabled the Single Device Mode, you can also add an external phone number in Callbar. For more information, please check the article Connect to External Device.

By default, calls are forwarded to your external phone number according to your administrator's configuration. If your administrator gives you permission to override the Device Settings, make sure to do it carefully, to avoid the risk of calls getting missed due to a misconfiguration:

In 'Device Settings', tick “Yes” [5] next to 'Override Account Settings'.

If you choose 'Single Device Mode', you can decide to connect Callbar to an external phone or SIP device. For more information, please check the article Connect to External Device.

If you select 'Multiple Device Mode', you can decide how and when to receive calls in your browser, SIP phone, landline or mobile phone [6]. For more information, please check the article .

Save your changes [7].

The use of a headset is recommended, as this is the best way to provide acoustic isolation between speaker and mic, otherwise you risk hearing an echoing sound in the line.

Most PC or Mac-compatible headsets will work with Talkdesk. We recommend wired headsets with 3.5mm jack rather than a USB connection. Also, ensure that the headset has a built-in microphone so that you can make calls with the best possible sound quality.

Your agents are spending most of their day with headsets on. Uncomfortable headsets can be distracting and even negatively impact performance and quality of work. You’ll want a pair of light headsets with soft ear cushions/pieces and adjustable bands to ensure maximum comfort.

Since we started our cloud-based call center software company in 2011, we’ve tested our fair share of headsets. Some provided great call quality, but were wildly uncomfortable. Others fit like a dream, but provided less than optimal functionality. To help guide your search for the perfect pair of headsets, here are our top picks:

Jabra Evolve 40 UC Stereo (MSRP $109) These headphones are not only comfortable, but also include both types of noise cancellation mentioned above.

Plantronics Blackwire 325 (MSRP $79) Noise-canceling microphone and hi-fi stereo sound at a competitive price-point.

theBoom Pro3 (MSRP $235) The Pro3 is sturdy and utilizes patented noise canceling technology for agents working in a noisy environment.

Please note: Although some of these models may come with a USB adapter, we recommend using the 3.5mm jackinstead. We also don't recommend Bluetooth or other wireless headsetsas they are more likely to fail, or cause audio issues including missing speech or delays.

As Talkdesk is a web-based software, the network connectionis the most important thing.

You need stability when connecting with callers in order to maintain the best quality of the conversation.

For making phone calls over the internet, the speed of your connection is much less important than the quality.

As additional traffic on the same network can impact audio quality, here are some suggestions you should follow:

When possible, use a wired network connection, rather than a Wi-Fi connection. This will generally provide a more consistent and better quality network connection.

Don't run any network-intensive applications on yourcomputer, such as internet radio or streaming video, or run significant uploads or downloads that might compete with your audio. Close unused desktop apps that might also hoard CPU \%.

For more information on how to configure and optimize your internal network please check, or ask your IT department to check the article Setting up System Requirements and Network Settings.

You can also run a network test to assess the quality of your connection.

Talkdesk's Click to Call functionality allows you tocall customers directly from your favorite Helpdesk, CRM, sales software or any other website just by clicking on their phone number.

By eliminating the old-school copy and paste method and the painstaking task of having to search for the same contact in both systems, Click to Callwill save you time and effort, allowing you to focus on closing deals and better serving your customers.

How it Works:

Once you install the Talkdesk Click-to-Call extension, it will intelligently scan your websites and current systems (i.e. Salesforce, Zendesk, Desk.com, Zoho, Highrise, Help Scout, Nimble, Freshdesk, etc.) and add a link to each phone number. All you need to do is click on the phone number and Talkdesk will take care of the rest:

Numbers pasted in the Talkdesk Keypad can sometimes have additional zeros or the international country code. The "Autocomplete Country Code" option formatsthe number for you and chooses the right prefix. The following options are available:

Autocomplete Country Code: OFF [1]: this is the default option and phone numbers pasted will not be changed.

Autocomplete Country Code: ON [2]:when enabled it will transform the phone numbers into local numbers and select the correct country code. This will make your work more efficient.

Calling a new contact

To call a new contact, go to the Keypad[1], onthe right-hand side of your Talkdesk dashboard:

contact’s activity tab

Click on Show Keypadif the keypad is hidden. Your keypad will be displayed and you can either type in the phone number here or copy the number and paste it in the text box [2].

Once you click Callto place a call, your keypad will be replaced withthe call control functions [3].

To finish the call, hit the End Callred button [4].

Once you finish the call, Talkdesk automatically adds the call details (plus the recording, if this option is enabled for your account) to the contact’s activity tab within their profile, as well as to the Calls section (previously, Call History).

Calling a new contact using Callbar

To initiate a call to a new contact using Callbar instead, start by making sure you are set to Widget Mode. Then simply follow the instructions on making calls with Callbar.

Calling an existing contact

To call a contact that already exists in your Talkdesk account, simply click on any phone number or contact name to open the profile [1].

Once you click the contact, the corresponding phone numbers are displayed in your Keypad [2].

Clicking Call here or clicking the phone icon on the Voicemails section,will display the call control functions and place the call [3]:

Once youhit the red End Callbutton to finish the call, Talkdesk automatically adds the call details [4] (as well as the recording, if this is enabled for your account) to the contact’s activity tab.

Calling an existing contact using Callbar

If your Widget Mode option is on and you are logged in to Callbar, clicking Call on the contact's page or the phone icon in the Voicemails section will immediately initiate a call to that number using Callbar instead:

Once youhit the redEnd Callbutton to finish the call, Talkdesk automatically adds the call details (plus the recording, if this is enabled for your account) to the .

With Talkdesk, if your administrator has enabled custom outbound caller ID permissions, you can choose which phone number to display as the caller ID when making a call.

When this option is enabled, a dropdown menu is displayed in the Keypad and Callbar, allowing you to select your desired outbound caller ID per call:

automatically determines

Once a phone number has been selected, it will be used for all your outbound calls until the outbound caller ID phone number is changed again, or the ‘Default’ option is selected: in this case Talkdesk the best number to use based on the phone number you are calling.

Voicemail Transcriptions

The Voicemails [1] section is where you can see and access the list of all recent voicemails that your company or team has received, in chronological order.

Open voicemails [2]: The red counter indicates the total number of open voicemails.

Assigned to me [3]: The blue counter is the number of voicemails that are open and assigned to you.

Contact [4]: This column shows you the name of the contact who left the voicemail (or their phone number in case it's a new contact). By clicking the contact's name or phone number, you can access more detailed information, including full prole, previous calls, voicemails and past interactions with your company.

When [5]: This column tells you how long ago the voicemail was received. Hovering over it with your mouse will display the exact date and time.

Assigned To [6]: This column shows the name of the team or person to whom the voicemail is currently assigned. Voicemails can be reassigned to another team or person by any agent with the appropriate permissions.

Length [7]: This column indicates the duration of the voicemail.

Play button [8]: If you have permission, you can listen to the voicemail recording by pressing the “Play” button. A modal will then be displayed allowing you to listen to or download the recording.

Phone icon [9]: If you click on the icon, it immediately initiates a call to that contact.

Resolve [10]: Clicking it closes the voicemail and marks it as actioned. Resolved voicemails can be reopened at any time.

Show-More button [11]: Provides you with more information about the voicemail, including ring groups and the Talkdesk number dialed by this contact. In case the service is enabled for your account, you can also access and read a speech-to-text transcription of the voicemail recording here.

Open/Resolved [12]: These status buttons allow you to quickly list open or resolved voicemails only.

Assigned To [13]: Allows you to filter voicemails by who they are assigned to.

When [14]: Allows you to filter your voicemails by time period: in the last 6 hours, last 24 hours, last week or last month.

Ring Group [15]: You can filter voicemails by ring group. Select one, multiple or all ring groups.

Inbound Number [16]: Allows you to list voicemails received on all your numbers or only on a specific number.

Clear filters [17]: Clicking this link will clear all filters and display all voicemails again.

To delete a contact from Talkdesk, you will need to start bylocating it in your " Contacts " section.

You can search for contacts (and sort contact lists) by the contact’sfirst or last name (“Name”), the contact’s email (“Email”), thecompany the contact works for (“Company”) or their phone number (“Number”).

Open the contact by clicking either the name or phone number. Then, click the Settingsbutton [1] and select Delete Contact[2]:

[email protected]

Note:Deleting a contact will only delete the contact’s profile information. All calls and data related to that contact will still remain accessible on your Calls list and the contact's history.To delete Contact history/activity, please send a request toprior to the deletion of the Contact.

Whenyou click on any contact name or phone number inthe 'Calls' [1], 'Voicemails' or 'Contacts' sections, the Callbar, or any other link, Talkdesk opens the correspondingprofile and historical activity:

custom fields

The contact’s information, like phone number, email, company, address, etc., isstored in the 'Profile' tab [2]. Any defined for your contacts will also show here.

If you wish to change or addany details, simply click the 'Edit Profile' button [3]. Enter or edit yourrequiredinformation into the respectivefields and hit the 'Save' button at the bottom of the page.

Onceedited or updated, alldetailswithin the contact’s profile tab are immediatelyavailable to all agents of your team.

Talkdesk stores every interaction a contact has with your company, in the corresponding "Activity" tab.

Here, you cansee all inbound and outbound calls, voicemails, chat transcripts, tickets, cases, notes, etc.

Talkdesk also pulls information from all yourother integrated business tools (i.e. Salesforce, Zendesk, Olark, ZoHo, Highrise, Desk.com, etc.) and puts this information in the contact's "Activity" tab.

To open a contact's Activity list, simply click on the contact's name or phone number in the following places:

"Calls" section[1].

"Voicemails" section.

"Contacts" section.

Keypad, when a call is ringing or while on a call.

Any other link where it may be showing.

[email protected]

Selectthe contact's'Activity' tab [2].

If you wish tocheckall notes left during a call with this contact, click the '+' button [3] next to the corresponding entry. To listen tothe call or voicemail clickthe “play” button [4]:

Interactions displayed from an external system can have several options associated:

To view more information oneach simplyclick the “+” button. [5]

To open the interaction in itsorigin system clickthe“Link” button. [6]

You can also edit, update or execute other interaction actions directlyin the origin system (Note: this option may not be available). [7]

Note: To delete Contact history/activity, please send a request to prior to the deletion of the Contact.

Talkdesk allows you to create lists based on tags by uploading CSV files into your Talkdesk account. When contacts are imported from an external system they are also tagged with the integration name, which results in a list that you can filter from the "Contacts" section (i.e. "Salesforce").

When working on specific campaigns you may want to call all contacts within a list and keep track of your progress.

To improve the efficiency of this process you can use our One Click List Dialing feature to call contacts sequentially.

To call a list of contacts, please follow the steps:

Log in to your Talkdesk account.

Access the "Contacts" section [1] from the navigation bar.

Select the list you want to call [2] by filtering the associated tag from the ‘Tags’ drop-down menu.

Click the “phone” icon [3] to initiate the call.

The Keypadwill display the corresponding call controls and the contact information [4].

The contact being called will always be highlighted on the left [5].

Depending on your call flow, you canuse the disposition codes for the specific campaign, or a list in order to get comprehensive reports.

In the Contacts section[1] you can create new contacts, as well as search, edit and delete existing contacts.

By default, contacts are ordered alphabetically by name (the name is replaced by the phone number in case it does not exist).

Only 25 contacts are displayed at a time, but if you click the arrows at the bottom of the page, you can navigate through all contact pages.

filter your contactsby Tags

SearchContacts

You can[2] or filter andsearch by the contact’sfirst or last name (“Name”) [3], the contact’s email address (“Email”), thecompany the contact works for (“Company”) or the numberthe contact used when calling your company (“Phone”).

Simply choose how you would like to sort the contact list from thedrop-down menu, type in the information you are lookingfor and press “Search” [4]: resultswill be displayedas per your selection.

By default, the 'Calls' section [1] displays all calls made and received by your company, but it might be useful for you to only see calls that you answered, or calls of a certain type (for example, missed calls for which you want to call the contact back).

Your 'Calls' section can be filtered by ring group [2] and/or agent [3]:

Filter by Ring Group

By clicking 'Showing All Ring Groups' [2], you can select the calls that are associated with a specific ring group. For example, if you want to select calls that belong to the “enterprise sales” ring group, you can use that Ring Group filter.

Filter by Agent

By clicking 'Showing All Agents' [3], you can select the calls that are associated with a particular agent. For example, to select the calls that you made and received you can use theAgents filter and select your name.

The agent's status is a helpful way to show your entire team whether or not you are free to take a call.

This is also howTalkdesk knows ifcallsshould besentyour way, or ifyou are busy or away from your desk, and calls should besent to another agent or voicemail.

You can change your status at any time from the navigation bar, using the drop-down menu in the top-right corner [1].

Talkdesk will also change your status automatically when you are on a call.

modify or add more status

When your status changes, everyone signed in to Talkdesk will know what you’re up to. They can see your status in the reporting tab, when transferring calls and when starting a conference call.

If your status is redor gray, you can’t receive calls. If your status isorange, you may receive transferred calls. If your status is green, calls can be routed to you.

By default, Talkdesk includes the following statuses:

Available you are logged in to Talkdesk and free to take calls.

On a Callyou are logged in to Talkdesk and busy speaking with a customer. When you make or receive a call, Talkdeskautomatically changes yourstatus to "On a Call".

After Call Work your status may automatically change to "After Call Work" after you end an inbound or outbound call, for a predefined amount of time, or while you are taking notes. During this time, you can wrap up the call and calls will not be routed to you. The exact behavior depends on the " After Call Work " settings defined by your Administrator.

Away you are logged in to Talkdesk but away from your computer. Away agents might be on breaks, training sessions or completing other tasks that keep them away from the phone. However, the away status will still allow you to receive calltransfers, should you wish to accept these.

Offline you are not able to take calls. The "Offline" status indicates that you are not signed in to Talkdesk and are unable to receive calls. Offline agents are typically not at work. When you sign out of Talkdesk, your status is automatically changed to "Offline".

Note:Your administrator can options (for example, lunch break) so there may be more status options than the default ones already in your account. By changing the name of each of the above statuses and also defining new ones, such as "Break", "Lunch", "Meeting", "Training", etc., teams can stayon the same page, using the language and terms that are most familiar to them. This is also a great way for everyone on your team to know exactly why someone is "Away".

Browser: Google Chrome

Making sure the browser is up to date and properly configured is key to an optimal Talkdesk use.

Make sure you have the latest version of Google Chrome and that it is configured as the default browser.

We recommend Google Chrome for best experience and call quality, as the WebRTC support is more mature than in Firefox, which is the second best option.

Please do the following to ensure that your agents' permissions are enabled properly:

When you first log in to Talkdesk, you must click Allow to the below prompt:

If you clicked Block, don't worry! You will see a red “X” over a video camera icon in your URL bar. This means Talkdesk doesn't have permission to access your microphone. If you click this camera icon you should see the following:

To fix this:

Change to: Always allow yourcompanyname.mytalkdesk.com and click: Done

You must then refresh your browser by clicking "Reload". In some cases you may also need to log out of Talkdesk and close the browser (all windows) and then reopen.

Extensions

Specific browser extensions can block some Talkdesk functionalities including the audio, and cause the interface to behave unexpectedly:

Here is a list of extensions you should avoid when using Talkdesk:

AdBlock Plus

AdBlock

HTTPS Everywhere

ScriptSafe

Flashblock

Disconnect

DoNotTrackMe

Ghostery

WebRTC Network Limiter

Please make sure you are not using these extensions. In case you have these installed, please follow these instructions to remove an extension from Google Chrome:

On your Google Chrome browser, click menu option on the top right corner.

Select More tools > Extensions.

On the extension you want to remove, click Remove from Chrome.

A notice to remove the extension will appear. Click Remove.

If you are getting the error "Unable to access microphone, please check system settings." while using Callbar, this is because certain permissions were not given on the browser, or your headset is not properly plugged in or recognized on your machine.

There are several configuration steps that we recommend following on your browser or machine to prevent this error message from appearing:

Permissions

Headset

Advanced Microphone Permissions Troubleshooting

Windows Audio Settings

Mac Audio Settings

Callbar Audio Settings

Permissions

You must allow your browser to access your microphone and speakers before being able to accept or make a call in Talkdesk.

Please do the following in Google Chrome to ensure that the permissions are properly enabled:

Callbar audio Settings

Click on the padlock icon next to the URL and then make sure you click Allow in the microphone settings to enable Talkdesk to access your microphone.

Headset

Make sure your headset is plugged in and that you are able to hear other sounds on your computer.

Advanced Microphone Permissions Troubleshooting

In case the above did not fix your issue:

Make sure that Google Chrome is accessing the right microphone (i.e. USB vs. built in mic) on your computer.

To do this:

Open your Google Chrome Settings page:

Type in “Microphone” on the “Search settings” box at the top of the screen and click Site Settings:

Under the "Microphone" section, choose the microphone device you would like to use from the dropdown menu. Google Chrome will now access the microphone you selected by default:

Windows Audio Settings

Exclusive Microphone Access

If you are using a Windows OS, confirm that you are not giving exclusive microphone access to another application like Skype:

Unplug your headset from the computer.

Quit Skype and log out of Talkdesk .

Plug your headset back into your computer.

Log back in to Talkdesk.

Microphone Privacy Settings

Check if the applications can access your microphone:

Go to Start Settings Privacy Microphone.

Click Change to enable the microphone access for the device in use.

Under “Allow apps to access your microphone”, switch the toggle to the right to allow applications to use the microphone.

If the previous steps have solved the problem you must adjust your computer settings to prevent this from happening again:

Open your “File Explorer” and click on Control Panel. Next, click on Hardware and Sound and then click on Sound.

Click on the Recording tab, select your microphone (i.e. “Headset mic”, “Internal mic”, etc.) and click Properties.

Click the Advanced tab. Click on the checkmark in the box next to "Allow applications to take exclusive control of this device" to remove the checkmark from the box. Then click Apply.

Access the sound settings from the Control Panel. The location of this setting varies depending on your Windows version:

Mac Audio Settings

If your computer is running a Mac OS, check to make sure your headsets are compatible with Apple products. Macs use a different type of microphone input technology compared to other operating systems. This means that, even if you are using a headset with a built-in microphone, your Mac may not detect it and instead use the computer’s internal microphone.

An easy way to check if your headset is Mac-compatible is to plug it them in and go to System Preferences Sound Input tab. If your computer is picking up the microphone from your headset, it should read “External Microphone”:

Callbar Audio Settings

In addition, make sure your are set to access the correct microphone.

Phone numbers are an essential part of your Talkdesk account so you can make and receive calls. Below are some options you can choose from to associate a number with your Talkdesk account in the way that best matches your business needs:

To Buya New Number

With Talkdesk you can purchase multiple phone numbers from different countries, including toll-free and local. To add a new number to your account follow these steps:

Reporting

Log into your Talkdesk account as an Admin.

Select the 'Admin' section [1] at the top of the page.

Openthe 'Numbers'tab [2].

Click the 'New Phone Number' button [3].

Search for available phone numbers:

- Country: select the number’s country from the drop-down menu [4]. All supported countries are listed; if your country does not show up, you can connect an external phone number with Talkdesk using SIP.

- Area Code or Prefix* [5]: insert the search criteria in case you want the number to start by a specific area code or prefix. For example, to find a London number enter+4420 in the pattern box.

- Pattern [6]: insert the search criteria in case you want the number to start by a specific area code or prefix or search for a pattern on the number. E.g.: 123, TALK, T*LK

- Phone Number Type [7]: select the phone number type by choosing betweenLocal, National,Toll-free or Mobile (the availability of each type dependson the country).

Click 'Search for Numbers'[8] to find the list of available options, according to the criteria you defined.

Click 'Buy'[9] next to the phone number you want to add to your account.

Prices for each phone number are listed next to the corresponding phone type (may vary depending on the country and number type). When a new number is purchased, the cost is deducted from your account credit.

*Note: If a number is not showing for your desired prefix, please contact our support team so they can try to allocate one for you.

Once you add a new number into your Talkdesk account, you will beredirected into your new phone number's configuration panel whereyou can define and change its settings.

Adding an Existing Number

If you want to keep your existing phone numbers, Talkdesk can port them into your Talkdesk account. For more information on how to request this, please readtheguidelines in the article Porting International Numbers to Talkdesk.

We currently support the porting of numbers from several countries. For more information, please read the article In what countries do we offer Porting?

If you would like to port a number that is not includedin the list, please contact us at [email protected]

Connecting a SIP / VoIP Number to Talkdesk

An alternative to porting numbers, is to forward phone calls to a newly created Talkdesk number or to use your SIP PBX to forward existing phone numbers into your Talkdesk account. When forwarding calls, Talkdesk still gets the origin of the call and identifies who is calling.

Deleting a Number

You can delete a phone number by selecting it in the numbers tab and then clicking the 'Delete Phone Number' button:

Historical data for deleted numbers can still be accessed under .

In Explore you can schedule Reports and Dashboards. You can also download or send reports on demand for any desired date range in the past year.

In order to use this functionality, you must have permission to schedule Reports and Dashboards. For more information, please check the article Explore Overview.

To create a schedule, please follow these steps:

set at the account level

Open the Reportingsection [1].

Click the Exploretab [2].

Select a dashboard from Default Dashboardsor select a report from Default Reports[3].

Note: If you are the one who created a schedule, you will be the only user who can access the settings of that schedule. Conversely, you will not be able to configure the schedules that your colleagues set up.

Creating a Schedule for a Dashboard

If you have selected a dashboard and wish to schedule its execution, please follow these steps:

Click the gear icon [1] in the top-right corner.

Pick the Scheduleoption [2].

Next, you can customize the schedule:

Name your Schedule.

Add the recipients list.

Pick the file format.

Set details for delivering the schedule.

The Filters you see here are inherited from the dashboard. Adjust the filters according to your needs.

You are also able to configure Advanced options:

If you want to order vertically the layout for the several tiles of the dashboard, please tick Use single column layout.

If you have tables on your tiles, and the tiles in the dashboard are not showing the entire table, you can use the option Expand tables.

You can also adjust the Timezone you want the Schedule to run on (which is different from the time zone you set in the filters; in the filtersyou are selecting the time zone that the data will reflect). By default, the Timezone is the one set at account level. You may have set the filter to show data at Pacific Time but you want the data to be delivered with Eastern Time (this is particularly interesting if you’re setting schedules to be delivered to remote teams). To do this, you just need to adjust the timezone in the Timezone dropdown.

If you chose PDF under Format dataas, you’ll also have the setting Paper size to adjust the page layout.

Finally, you will be able to test your schedule by clicking Send Test at the bottom. Within minutes, you will receive in your email address a test of the settings that you’ve just defined for your schedule, to confirm that it is set up correctly.

Duplicating the Schedule of a Dashboard

On the left side of the Schedules window, you’ll have the schedules list for that specific report. If you need to set up a new Schedule for the same dashboard and only wish to change the filters or the frequency, simply duplicate the existing schedule. For example, you can reuse a daily schedule and change the frequency to weekly:

Next, you can adjust the other settings according to your needs.

If all is OK, just click Save All.

Creating a Schedule for a Report

When you preview a report, you’ll have either the last 7 days of information or up to 500 rows surfaced, depending on the type of report you are consulting. Reports are the best source of information for when you want to dig deeper into the information. By exporting reports from Explore, you’ll be able to approach the data in the way that best suits your analytical needs.

Creating a schedule for a report is very similar to creating a schedule for a dashboard.

The main differences are in Format data as andAdvanced options which will show more options to set or to choose from (more details below).

To create a schedule for a report, please follow these steps:

Select a Report under Default Reports.

Click the gear icon in the top-right corner [1].

Pick the Scheduleoption [2].

Next, you can customize the Schedule:

Name your Schedule.

Add the recipients list.

The file format is CSV (XLSV will be available soon).

Set the details for the schedule delivery.

Adjust the Filters according to your needs.

You are also able to configure Advanced options:

Set a rule to send the Schedule if there are results or not, or regardless;

Limit the results to the data in the table or send all results (Note:the option 'All Results' isnot available for these reports: Activity Report, Inbound Dispositions, Outbound Dispositions);

If the report includes links, you’ll be able to keep these when Scheduling a delivery;

Use formatted data and visualization.

You can also adjust the Timezone you want the Schedule to reflect. By default, the Timezone is the one . To change it, simply select the required timezone from the drop-down list. As previously stated for dashboards, you may want the data to reflect a particular time zone and pick a different time zone at which the report is run.

For reports, you can also test if the settings reflect the information you want to send/receive by clicking Send Test.

Duplicating the Schedule of a Report

Similarly to the dashboards, on the left side of the Schedule modal you’ll have the schedules list for that specific report. To duplicate a schedule and customize it, simply click on Duplicate:

Viewing scheduled reports and dashboards

For a faster access to your scheduled reports and dashboards, simply enable the toggle Scheduled onlyfrom the landing page:

Team Roles

Explore is a Reporting tool that allows you more performance and flexibility to manage your historical data.

Explore is available within the Reportingsection [1]. To access it, simply select the Exploretab [2]:

You will see one set of Default Dashboards and one set of Default Reports:

Note: The Default Dashboards correspond to the metrics tabs within the Reporting section (Inbound, Service Level, Outbound, etc.), while the Default Reports correspond to the Scheduled tab. They are based in the same data model.

All reports and dashboards are available from the landing page of Explore.

Each one offers advanced filtering and search options, so that you can quickly find the data that you are looking for.

Dashboards

Reports

Accessing Dashboards and Reports

Custom Dashboards and Reports

Permissions

Dashboards

A dashboard allows you to quickly check related metrics, based on the filters that you apply.

There are 10 default dashboards available in Explore:

Agent Details.

Agents.

Calls.

Dispositions.

Inbound.

Number Details.

Numbers.

Outbound.

Sentiment.

Service Level.

Reports

A report displays the answer to a single data question, allowing you to view, export and share more details about that data.

There are 17 default reports available in Explore:

Accounts Breakdown Report.

Activity Report.

Agents Breakdown Report.

Agents Inbound Dispositions Report.

Agents Outbound Dispositions Report.

Agents Report.

Agents Status Report.

Calls Report.

CSAT Messages Report.

Inbound Dispositions Report.

Numbers Breakdown Report.

Numbers Inbound Dispositions Report.

Numbers Outbound Dispositions Report.

Numbers Report.

Outbound Dispositions Report.

Studio Flow Execution Report.

Tags Breakdown Report.

Accessing Dashboards and Reports

To open a dashboard or a report, simply click on it from Default Dashboardsor Default Reports.

You can also expand or collapse these two sets, by clicking on the arrow:

Besides this, you can quickly find dashboards and reports by:

Searching for keywords.

Selecting Scheduled onlyto view only reports and dashboards with a scheduled execution.

In the example below, we have narrowed down the visualization to show only the scheduled reports that contain the word “agent”:

Custom Dashboards and Reports

Besides the default dashboards and reports described before, customers on an Enterprise plan are also able to create their own reports and dashboards.

Note: If you wish to upgrade your account, please contact the Support team.

A Create button will be visible next to the search field at the top of the page. Once created, the custom dashboards and reports will be automatically placed in their corresponding section: My Dashboards orMy Reports.

For more details, please check the articles Custom Create Reports and Custom Create Dashboards.

Permissions

By default, users with the Admin or Supervisor role will have access to Explore.

If you wish to give access to other roles, or adjust the default permissions, you can do this from the Roles tab of the Admin section. Please be aware that, besides managing permissions for Explore on the respective permissions' tab, you also need to have the Reporting box ticked on the Reporting permission tab. If this option is not picked, Explore will not be visible.

The available permissions for Explore are:

View: permission to view Reports or a specific Dashboard.

Update: permission to create, edit and delete Schedules.

For example, a custom or cloned role can be configured to have permission to see only specific reports (View) and to create and manage schedules (Update):

Note: If you are the one who created a schedule, you will be the only user who can access the settings of that schedule. Conversely, you will not be able to configure the schedules that your colleagues set up.

For more information on how to configure role permissions, please check the article .

If your Talkdesk account has multiple ring groups (i.e., "Sales", "Support", "IT", etc.), you will find it useful to view metrics for each ring group. If you have permission to use Dashboards and Reports in Explore, you’ll be able to apply filters and have a more meaningful approach to your Contact Center's performance.

For more information about Explore permissions, please check the article Explore Overview.

Filtering Dashboards

There are 3 main filtering areas in Dashboards: volume, agent and time.

Depending on the dashboard, you will see different filtering options.

Default Reports

For volume, you have the Call Ring Group, the Numbers Ring Groups and the Phone Number filters to help you to gain a better insight at the Ring Group (queue) level.

Call Ring Group: filters the data by ring groups of the calls.

Number Ring Group: filters the data by ring groups of the numbers.

Dedicated Line: allows you to separate the volumes of your contact center between calls to dedicated lines and calls to regular lines.

Phone Number: filters the data by Talkdesk Phone number. It is possible to filter by Talkdesk telephone number (DNIS) the following dashboards:

Calls;

Dispositions;

Inbound;

Numbers;

Number Details;

Outbound;

Sentiment;

Service Level.

For agent, you have the Agents Ring Groups and Agent to help you to filter the information to better access at agent level information:

Agent Ring Group: filters the data by the ring groups allocated to the agent.

Agent: filters the data by agent name and agent email. You will see only the agents that belong to your ring groups.

For time, you have the Date and Data Aggregation filters:

Date: you can set a specific date, a time range, or use the before and after conditions (and other time rules) to return information for the timeframe you wish to analyze;

Timezone: you can set the timezone in which you need to see the information;

Data Aggregation: it will allow you to arrange the distribution of your data by Minute, Hour, Day, Week or Month.

Timeframe limits:

7 days and onward will have the option to see the data with weekly, daily and hourly granularity;

30 days and onward will have the option to see the data with weekly and monthly granularity;

13 weeks and onward will have the option to see the data with weekly, monthly and quarterly granularity;

Over 52 weeks will have the option to see the data with monthly and quarterly granularity.

Default granularity when an unavailable granularity is selected:

If a granularity lower than what’s permitted is selected, the default granularity applied will be the lowest possible;

If a granularity higher than what’s permitted is selected, the default granularity applied will be the highest possible.

Click on Runto display the data for the selected filters.

Filtering Reports

Filtering data in a report requires you to configure its sending and scheduling settings. You can achieve this by first pressing the gear icon on a report’s landing page, and afterwards by selecting Sendor Schedulein the drop-down menu.

A new window will pop up, where you can apply the filters you wish for your report.

Below you can find a description of all filters that are available for reports. However, please bear in mind that each report has a specific set of filters, which you can check in our article.

Phone Number - Similar to when filtering by Ring Group, you might want to narrow your analysis to check the activity for one (or more) of your account's phone numbers.

Date - Choose the desired time period for your analysis by clicking on the corresponding fields for Date.

Timezone - By default, the report is using your account Timezone, but you can adjust this to a Timezone that better reflects your needs in the Timezone filter.

Call Ring Group - By default the report displays all calls received by your company, but it might be useful for you to only see calls received on specific ring groups.

Agent - Use this filter in case you want to narrow the scope of agents you’re looking at.

Call Disposition - If you want to focus your attention on a specific Disposition, use this field to narrow your search.

Agent Ring Group - This field is useful to see the activity of agents of specific ring groups.

Interval - Select the desired interval for your analysis: 10 minutes, 30 minutes or 1 hour.

Outbound Disposition - Filters the data by the outbound disposition codes you have configured in your account.

Inbound Disposition - Filters the data by the inbound disposition codes you have configured in your account.

Active Agent - Select whether or not the agents were active during the analysis period.

Number Ring Group - By default, the report displays all your numbers, but it might be useful for you to only see the data of numbers that have specific ring groups.

Example: Filtering by Call Ring group and Agent Ring group

Our Agent Dashboard is a good application of filtering capabilities and what each one entails. Imagine you have a support ring group and let’s say you use “support” in the filter Call ring group. You’ll see the results under the columns (Total Outbound Calls, Total Inbound Calls, Average Speed to Answer and Average Talk Time) change, the number of calls will be lower - and you can even see some Agents with 0 calls. This is because we’re only looking at calls that had the support ring group.

But, if you filter by Agent Ring Group using support, you’ll see that some agents disappear from the list. This is because now the distribution only returns the agents with that ring group on their profile.

Note: In case of a call transfer, the call is considered from start to finish. The generated metrics are related to the last agent and ring group of the call, before the call gets disconnected.

Explore lets you download and send your dashboards so that you can store or share the current data. You can download a dashboard as a PDF or CSV file.

Download as PDF

To download a dashboard as a CSV, please follow these steps.

Calls Report

Select a dashboard.

Click the gear icon [1]in the upper right-hand corner of the page.

Select Download as PDF [2].

Customize the details as needed.

Optionally, use the Filename box to change the name of the PDF file.

You can also expand the Advanced options menu to further customize your PDF:

Option

Description

Single column format

When enabled.The PDF will show the dashboard tiles in a vertical column.

When disabled. The PDF will show the tiles as they are arranged in the dashboard

Expand tables

When enabled.The PDF will shows all data in a table if your dashboard contains tables.

When disabled.The PDF will truncate table data.

Paper size

Allows you to define paper size from a standardized set to optimize the dashboard's printed layout.

Click Download [3].

Download as CSV

To download a dashboard as a CSV, please follow these steps.

Select a dashboard. Click thegear icon [1]in the upper right-hand corner of the page.

SelectDownload as CSVs [2]to begin the download. The files will be inside a compressed folder.

Depending on the dashboard, the compressed folder can include a separate CSV file for each dashboard tile. Each CSV file includes the formatted data used to create the tile in the dashboard.

If you’re downloading a tabular dashboard like the Calls dashboards, you’ll receive up to 500 rows of information

Sending

You can send a dashboard by email, to your own address or someone else’s address.

Select a dashboard.

Click the gear icon [1]in the upper right-hand corner of the page.

Select Send [2].

Customize the title, recipients, and file format as needed.

The filters you see here are inherited from the dashboard. Adjust filters according to your needs (any changes will not override what the filtering preferences configured in the dashboard).

You are also able to configure advanced options, depending on the format:

PDF or Visualization:

If you want to order vertically the layout of the several tiles of the dashboard, please tick Use single column layout.

If you selected PDF,you can adjust the page layout with the Paper size option.

CSV ZIP file:

If you are sending the dashboard as a CSV ZIP file, you can also tick Apply visualization options to apply some additional visualization options. Do not tick Formatted data values if you do not want the data to have special formatting (for example: rounding long numbers). The exact output when these additional options are selected will depend on the data and the dashboard.

In the example of tabular dashboards like the Calls dashboard it will only return up to 500 rows of information. If you need do download a larger amount of data a more complete export can be made from the .

Press Send [3]when you’re ready.

Explore boasts 17 Default Reports, which you access from the landing page. You can download, send, and even schedule the periodic delivery of each report, allowing you to efficiently manage the time you focus on analyzing data.

Studio

As you access a report’s main page, the last 7 days or up to 500 lines of data are presented to you,except in the following reports, which show the data for 1 day:. Numbers Breakdown Report, Agents Breakdown Report, Tags Breakdown Report.

You can increase or decrease this range by applying the appropriate filters when you send or schedule a report.

In this article, we will give you a brief overview of each report and list the filters you can apply in each one.If you require more detailed information on filtering reports and on the data in each report, please refer to the article Filtering Dashboards and Reports and to our Data Dictionary (in development), respectively.

We’ve grouped the reports into six categories: Call Activity, Agents and Ring Groups, Phone Numbers, Dispositions, Account Breakdown, and Sentiment CSAT.

Call Activity

Activity Report

Calls Report

Agents and Ring Groups

Agents Report

Agents Breakdown Report

Agents Status Report

Tags Breakdown Report

Phone Numbers

Numbers Report

Numbers Breakdown Report

Dispositions

Numbers Inbound Dispositions Report

Numbers Outbound Dispositions Report

Agents Inbound Dispositions Report

Agents Outbound Dispositions Report

Inbound Dispositions Report

Outbound Dispositions Report

Account Breakdown

Accounts Breakdown

Sentiment CSAT

CSAT Messages Report

Pre-On a Call

Studio Flow Execution Report

Call Activity

Activity Report

Includes a summary of the activity for the last 7 days and compares the most relevant call metrics for inbound calls (calls answered, calls missed, calls abandoned, abandon rate, average waiting time, time to abandon, waiting time, holding time and inbound duration, longest waiting time, total duration and longest), outbound calls and service level.

These are the available filters in the Activity Report:

Call Ring Group

Phone Number

Dedicated Line

Timezone

Calls Report

Includes all calls that have been made / received during a period of time, as well as detailed information about each one: time, duration, type, agent, call disposition, description, recording, waiting times, etc.

These are the available filters in the Calls Report:

Agent

Call Ring Group

Date

Phone Number

Dedicated Line

Timezone

Call Disposition

For more information regarding the Calls Report, please refer to our Data Dictionary (in development).

Agents and Ring Groups

Note: In the metrics related to the time spent in a status, you may notice a slight difference in the figures, between Explore and the Agents tab (plus scheduled reports). For example, in a timeframe of 24 hours, there may be a difference of a few seconds. This is due to improvements in the data granularity brought by Explore.

Agents Report

Compares the performance of agents in terms of calls, speed to answer, dial attempts and pickup rate per agent, call duration and availability.

These are the available filters in the Agents Report:

Agent

Agent Ring Group

Call Ring Group

Date

Dedicated Line

Timezone

Agents Breakdown Report

Compares the performance of agents in terms of number of calls handled and availability,in intervals of 1 hour. This can be adjusted down to 30 or 10 minutes in the filters, if you send or schedule the report.

These are the available filters in the Agents Report:

Agent

Agent Ring Group

Call Ring Group

Date

Dedicated Line

Interval

Timezone

Agents Status Report

Lists the duration (including start and end time) that agents have been in each status.

These are the available filters in the Agents Status Report:

Agent

Agent Ring Group

Call Ring Group

Date

Dedicated Line

Timezone

Active Agent

Tags Breakdown Report (Ring Groups Report)

This report displays metrics per tag/ring group in intervals of 1 hour. The report includes a summary of ring group activity and compares their most relevant metrics, including calls offered, answered, missed and abandoned per ring group, average duration, speed of answer, service level and maximum delay per ring group (maximum time a customer waited in the waiting queue before the call was answered by an agent). This report also includes Missed calls Within Service Level.

These are the available filters in the Tags Breakdown Report

Call Ring Group

Date

Dedicated Line

Interval

Timezone

Phone Numbers

Numbers Report

Compares the call volume, call classification (outbound, inbound, answered, missed, abandoned, voicemails) as well as average call durations, waiting times, abandon and hold time per phone number, for your chosen period of time.

These are the available filters in the Numbers Report:

Call Ring Group

Date

Number Ring Group

Phone Number

Dedicated Line

Timezone

Numbers Breakdown Report

Compares the call volume, classification and duration per telephone line, in intervals of 1 hour. This can be adjusted down to 30 or 10 minutes in the filters, if you send or schedule the report.

These are the available filters in the Numbers Breakdown Report:

Call Ring Group

Date

Number Ring Group

Phone Number

Dedicated Line

Interval

Timezone

Dispositions

Dispositions are used to identify a call outcome. Here are the reports we provide in order for Administrators to have an overview of the distribution of calls per outcome.

Numbers Inbound Dispositions Report

This report details how many times each of your Inbound Dispositions were selected per number during the period of time you specify.

These are the available filters in the Numbers Inbound Dispositions Report:

Call Ring Group

Date

Number Ring Group

Phone Number

Dedicated Line

Timezone

Inbound Disposition

Numbers Outbound Dispositions Report

Report detailing the amount of times each Outbound Disposition has been used per phone number during your selected period of time.

These are the available filters in the Numbers Outbound Dispositions Report:

Call Ring Group

Date

Number Ring Group

Phone Number

Dedicated Line

Timezone

Outbound Disposition

Agents Inbound Dispositions Report

Details the inbound dispositions selection per agent.

These are the available filters in the Agents Inbound Dispositions Report:

Agent

Agent Ring Group

Call Ring Group

Date

Dedicated Line

Timezone

Inbound Disposition

Agents Outbound Dispositions Report

Details the outbound dispositions selection per agent.

These are the available filters in the Agents Outbound Dispositions Report:

Agent

Agent Ring Group

Call Ring Group

Date

Dedicated Line

Timezone

Outbound Disposition

Inbound Dispositions Report

Total volume and percentage of calls per inbound disposition.

These are the available filters in the Inbound Disposition Report:

Call Ring Group

Date

Phone Number

Dedicated Line

Timezone

Inbound Disposition

Outbound Dispositions Report

Total volume and percentage of calls per outbound disposition.

These are the available filters in the Outbound Disposition Report:

Call Ring Group

Date

Phone Number

Dedicated Line

Timezone

Outbound Disposition

Account Breakdown

Accounts Breakdown Report

Includes a summary of the whole account activity broken down by 30 minutes (which can be adjusted down to 10 minutes or up to 1 hour if you send or schedule a report), and compares the most relevant call metrics (calls answered, calls missed, calls abandoned, abandon rate, average waiting time, time to abandon, waiting time, holding time and inbound duration, longest waiting time, total duration and longest), outbound calls and service level.

These are the available filters in the Accounts Breakdown Report:

Call Ring Group

Date

Dedicated Line

Interval

Timezone

Sentiment CSAT

CSAT Messages Report

Provides a way for supervisors to quickly analyze the experience of contacts going through a CSAT interaction, dive into the details of contact's step by step messages, analyze outliers into as much detail as possible around a CSAT interaction, or dive into more qualitative feedback from contacts.

The CSAT report sent and the respective response received within up to 24h, or until the next survey is sent, are grouped under a Thread ID (CSAT Thread Id).

Admins and Supervisors can then also see the Talkdesk Phone Number that was used in the call and that triggered the sending of the CSAT SMS message; the phone number of the contact to whom the CSAT SMS message was sent; the Interaction ID of the call that triggered the CSAT (if this field is empty, it means that no related call was identified to this CSAT thread, e.g. response from the contact without a survey having been sent recently); Timestamp at which we received the latest update on the CSAT Message (CSAT Message Time); the CSAT Message received Direction (inbound or outbound).

This report also lists the CSAT Message State. For outbound CSAT Messages sent the state can be:

Requested (a request to send a CSAT SMS was requested to the carrier);

Sent (we received validation from carrier that the CSAT SMS was sent);

Failed (the request to send a CSAT SMS was requested to the carrier but failed);

Suppressed (the request to send a CSAT SMS was denied due to your settings).

For inbound CSAT Messages received the state can be:

Received

The CSAT Message Type:

Valid score registered (correct CSAT response received and registered)

Invalid score received (incorrectly formatted CSAT response received and not registered)

Subsequent response from customer (follow up after receiving a valid score)

Invalid score received w/o follow-up response (number of retries exceeded)

Unknown request from customer (incorrect format; response not registered)

CSAT survey (CSAT survey was sent)

Valid score response to customer (acknowledgement message sent to customer)

Invalid score response to customer (invalid response received; user advised to retry)

Help request from customer (customer typed HELP)

Help information to customer (help response sent to customer HELP request)

Opt-out request from customer (opt-out message received from customer)

Opt-out confirmation to customer (opt-out confirmation message sent to customer)

Opt-in request from customer (opt-in message received from customer)

Opt-in confirmation to customer (opt-in confirmation message sent to customer)

CSAT Message Error/Suppression code:

No related CSAT survey (CSAT sent not found)

System failed (provider or service failed)

Account not enabled (the account was not enabled for CSAT survey)

Phone number not enabled (the given Talkdesk phone number was not enabled for CSAT survey)

Customer phone number not mobile (number used is a landline or country not supported)

Blocked by frequency cap (Account or number defined frequency cap reached)

Customer opted out (customer opted not to receive CSAT messages)

Response limit to invalid score exceeded (number of retries exceeded)

These are the available filters in the CSAT Messages Report:

Agent

Call Ring Group

Date

Phone Number

Dedicated Line

Timezone

Pre-On a Call

Studio Flow Execution Report

Includes all inbound calls that are received during a period of time using a flow, with detailed information on the flow execution, including each step of the flow and corresponding exit.

Notes:

The Studio Flow Execution Report will only return data if there is at least one published flow assigned to at least one phone number.

The Studio Flow Execution Report will only return data from August 25th 2019 onwards.

These are the available filters in the Studio Flow Execution Report:

Date

Timezone

Component

Executed Step

Flow Definition CallSID

Flow Execution Name

Flow Definition Interaction ID

Flow Definition Interaction ID

Flow Execution Origin Number

If you wish to analyze your metrics for inbound calls, please follow these steps:

Start by clicking the Reportingsection [1].

Select the Exploretab [2].

Select the InboundDashboard [3]:

Creating Schedules

Filters

Configure the filters you wish to apply [4].

Press Run[5].

These are the available filters in the Inbound Dashboard:

Date - Choose the desired time period for your analysis by clicking in the corresponding fields for Date.

Timezone - By default the dashboard is using your account Timezone, but you can adjust to a Timezone that better reflects your needs in the Timezone filter.

Data Aggregation - You can select the time interval by minute, hour, day, week, or month, so that the chart displays the data with the chosen aggregation.

Call Ring Group - By default the Inbound dashboard displays all calls received by your company, but it might be useful for you to only see calls received on specific ring groups.

Dedicated Line - With this filter you can opt to keep or remove from the dashboard the calls handled on dedicated lines.

Phone Number - Similar to when filtering by Ring Group you might want to narrow your analysis to check the activity for one (or more) of your company’s phone number(s).

Note:If you pick a long timeframe (for example, one month), the full data aggregation at the minute or hour level will not be displayed because the results returned from such combination are not visually significant. Explore will ignore your selection and automatically pick the best data aggregation (for example, for a timeframe of 90 days, the aggregation will be per week).

For more information, please check the article Filtering Dashboards and Reports.

Once the filters are applied, scroll down within the Dashboard to learn about the different metrics available for your inbound calls:

Total Inbound Metrics

Total Calls [1]: number of inbound calls processed by the call center.

Answered Calls [2]: number of inbound calls answered by agents.

Missed Calls [3]: number of inbound calls that were not answered.

Abandoned Calls [4]: number of inbound calls with customers hanging up before the calls getting routed to an agent.

Short Abandoned Calls [5]: number of calls that have entered the system, but the customer disconnected before the configured threshold.

Voicemails [6]: number of missed inbound calls for which a voicemail was left.

Answered Calls Metrics

For your inbound answered calls [1], you can analyze and compare these metrics:

Completed During Business Hours [2]- inbound calls answered by an agent during business hours.

Completed Outside Business Hours [3]- inbound calls answered by an agent outside of business hours.

Completed While Holding [4]- number of inbound calls where the caller hung up while on hold after talking to an agent.

Completed While Transferring [5]- number of inbound calls where the caller hung up while being transferred to another agent.

Missed Calls Metrics

You can also analyze and compare your inbound missed calls [1] that have been:

Missed During Business Hours [2]- number of inbound calls that were missed during business hours.

Missed Outside Business Hours [3]- inbound calls that were missed outside of business hours.

Abandoned Calls Metrics

Next, you can see how many of your inbound abandoned calls [1] were:

Abandoned in IVR [2]- number of inbound calls abandoned while in the IVR.

Abandoned in Waiting Queue [3]- number of inbound calls abandoned while in the waiting queue.

Abandoned-Disconnected [4]- number of inbound abandoned calls for which hang up reason is other than IVR or waiting.

Short Abandoned Calls Metrics

Next, you have metrics for Short Abandoned Calls [1] allowing you to check how many were:

Short Abandoned in IVR [2]- number of inbound calls short-abandoned while in the IVR.

Short Abandoned in Waiting Queue [3]- number of inbound calls short-abandoned while in the waiting queue.

Note: Previously, the metrics "Short Abandoned in IVR" and "Short Abandoned in Waiting Queue" were presented as a percentage. To offer you the same context that is provided by the other metrics in this dashboard, these two metrics are now presented as absolute numbers.

Short Abandoned-Disconnected [4]- number of inbound short-abandoned calls for which hang up reason is other than IVR or waiting.

Voicemail Metrics

Finally, for the inbound voicemails received [1], you can analyze and compare:

Voicemail During Business Hours [2]- number of voicemails left during business hours.

Voicemail Outside Business Hours [3]- number of voicemails left outside of business hours.

Voicemail from IVR [4]- number of voicemails left from the IVR.

Voicemail from Waiting Queue [5] -number of voicemails that were left while in the waiting queue.

If you have the permissions to do so, you can also download the dashboard as PDF or CSV for a more detailed analysis. To do this, simply click the gear icon and choose the desired option. You can also request the report to be sent to specific e-mail addresses and set a schedule. For more information, please check the articles Downloading and Sending Dashboards and .