Reporting

The Reporting node enables you to decide how a given interaction or contact is reported through a queue.

You can select the queue from a list or consider a variable in the flow. For instance, the component allows you to use information collected from a CRM such as Salesforce for your call reporting.

At interaction or call level, Talkdesk will surface the queue(s) encountered in the last assignment and dial step and will include them in the “Tags” column in the calls report.

At the contact level, if several contacts take place during an interaction, the “Calls Report” in “Explore” will consequently display several queues associated with the interaction, under the “Queue” column.

With this component, data interpretation can be eased, since the “Calls Report” in Explore will only display the queue that you decide to use during the assignment process.