Subject: Talkdesk Dashboard
From: Pritish Nandi <[email-masked]>
To: "Sara Aknooni, SRAK" <[email-masked]>
Cc: "Heta Nyrhinen, HNYR" <[email-masked]>, deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Fri, 11 Dec 2020 06:08:16 -0700 (MST)

Hi Sara, 

If it is possible to have a dashboard view for all calls like the below format without clicking too many places. I have added an example as well as how the data should look like. 

Ring Group View 

Ring Groups 	Total Calls 	Answered calls 	Missed Calls 	Abandoned calls 	Short Abandoned calls 	Voicemails 
US_Enterprise 	10 	8 	1 	1 	0 	0 
US Gaming 	10 	8 	1 	0 	1 	0 

Agent View 

Agent 	Ring Groups 	Total Calls 	Answered calls 	Missed Calls 	Abandoned calls 	Short Abandoned calls 	Voicemails 
Pritish 	English_Enterprise 	3 	3 	0 	0 	0 	0 
Denmark_Enterprise 	4 	3 	0 	1 	0 	0 
UK_Enterprise 	2 	1 	0 	0 	1 	0 
UK_Gaming 	1 	1 	0 	0 	0 	0 

Also, it would be helpful if we can have the ticket created as soon as the call comes, rather then after selecting the disposition. So that the agent can capture all information on the ticket notes and also fill the 
Zendesk fields quickly. This saves a lot of time. 

Or if we can have the Zendesk fields integrated with the call so that the agent has an option to fill them on call when talking to the customer. This would save a lot of time and add all the required details quickly. 

Right now the call volume is high and it is taking a long time for agents to add all details, write a case summary and then reply to the customer. Remember for Enterprise tickets they also check previous tickets notes and KB 
for answers which add additional time to complete a ticket. 

Regards, 
Pritish Nandi