Subject: Re: 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: Sun, 13 Dec 2020 00:39:12 -0700 (MST)

Hi Sara, 

Thank you for looking into it. 

Regards, 
Pritish 

From: "Sara Aknooni, SRAK" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "Heta Nyrhinen, HNYR" <[email-masked]>, "deeksha" <[email-masked]>, "saurabh" <[email-masked]> 
Sent: Friday, December 11, 2020 9:21:49 PM 
Subject: RE: Talkdesk Dashboard 

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