Overview
If you use Talkdesk as your telephony platform, connecting Talkdesk directly to Assembled is the easiest way to ensure that you're forecasting and scheduling your agents using the most accurate data. Once connected, your telephony contact data will flow automatically in to Assembled.
Installation
In order to connect Assembled to Talkdesk you will have to reach out to your Assembled Customer Success Manager or support@assembled.com.
Note: As of Nov 2023, Assembled will use Talkdesk's "wait time" metric by default for "first response time". If you connected to Talkdesk in Assembled before this date, please reach out to your Assembled Customer Success Manager or support@assembled.com to update this configuration.
Configure Talkdesk
If Talkdesk is integrated with another support platform that is already connected to Assembled, you'll likely want to create a ticket exclusion on the Case routing tab of the Queue management page (Exclusions > Add exclusion) in order to insure that tickets or cases or not double counted. First enter a name and pick Talkdesk as the source platform, then add the rules and click Save rule.
Please refer to the queue configuration and exclusion documentation for more information on how to do this.
Talkdesk Data in Assembled
Once you've connected Talkdesk to Assembled, the Talkdesk integration should appear under your integrations along with the status of the integration (a Connected badge and the date it was authorized).
You should also see phone contact volume flowing in. You can see this in your Staffing timeline on the New and reopened cases tab as well as your Real-time agent analysis (Monitor > Real-time agent analysis).