Subject: RE: Talkdesk Dashboard
From: "Sara Aknooni (SRAK)" <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: "Heta Nyrhinen (HNYR)" <[email-masked]>, deeksha <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Fri, 11 Dec 2020 15:51:49 +0000

Hi Pritish,

Thank you for the recommendations.
I will take it with Dora in our meeting Monday.
About creating ticket by incoming call and how to fill out the info, let us talk internally first and take it with Talkdesk afterward.

Best regards,
Sara Aknooni
Project Manager
Global Support and Service
+45 4470 0124
+45 7131 4960

From: Pritish Nandi <[email-masked]>
Sent: Friday, December 11, 2020 2:08 PM
To: Sara Aknooni (SRAK) <[email-masked]>
Cc: Heta Nyrhinen (HNYR) <[email-masked]>; deeksha <[email-masked]>; Saurabh Dadu <[email-masked]>
Subject: Talkdesk Dashboard

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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