Plans and permissions:
- Exclude duplicate Talkdesk cases: Admin role, or a custom role with Queue configuration set to Can configure queues
- Import team members from Talkdesk: Admin or Manager role, or a custom role with Manage team set to Create, edit, or delete any person or Create, edit, or delete certain people
- Our team connects Talkdesk for you. Contact us to get started.
Use the Talkdesk integration to bring your Talkdesk calls and agent states into Assembled, so you can forecast and schedule your phone team with the same data you see in Talkdesk. Once it’s connected, calls and agent states flow into Assembled automatically.
How the Talkdesk integration works
- Calls sync every 5 minutes, and go to the Phone channel.
- Agent states sync about every 30 seconds.
- First response time for a call is either Talkdesk’s wait time, or the call’s total time minus talk time, depending on how your integration is set up. To check or change which one you use, contact our team.
Connect Talkdesk
Our team connects Talkdesk for you. To get started, contact your Assembled customer success manager or our support team. On Configure > Third-party integrations, the Talkdesk card shows how to reach us.
When it’s connected, the Talkdesk card appears under Connected, with a Connected tag and when it was authorized.
Check that data is coming in
To check calls, go to Schedule > Staffing timeline and open the New and reopened cases tab. The chart shows forecasted and actual phone volume.
To check agent states, go to Monitor > Real-time agent analysis and filter to the Talkdesk source. Team members should show their current Talkdesk state. See Real-time agent analysis.
To add your team from Talkdesk to Assembled, go to Manage team > People management and select Add people > Import from Talkdesk. See People management.
Exclude duplicate Talkdesk cases
If Talkdesk also logs calls in another support platform that’s connected to Assembled, such as your help desk, the same call can arrive twice. To count each call once, add an exclusion for the copies you don’t want.
- Go to Configure > Queues and exclusions.
- Under Exclusions, select Add exclusion.
- Enter a name, and in Source platform, choose the platform whose copies you want to leave out, such as Talkdesk.
- Add the rules that identify those cases, using Ticket property, Matching method, and Keyword.
- Select Save rule.
Cases that match the rules are excluded from Assembled. For more about exclusions, see Queues and exclusions.