With Talkdesk, you can define and edit team roles (i.e., agent, support manager, sales manager, supervisor, administrator, etc.) and then configure unique settings for each role. This enables the team members assigned to specific roles to have dashboards customized to their needs to increase their productivity. This also makes it simple to limit individual access to certain features when necessary.

Assign Default Roles

Talkdesk provides out-of-the-box custom dashboards so your team can be productive immediately, without having to spend time setting up customizations that may be unnecessary for you. The following are the current options:

• Agent – This team role provides the Talkdesk functionality required for most call center agents. Team members assigned to this team role will have access to the “Agent Dashboard” in which they can view the “Recent Calls”, “Contacts”, “Voicemails” and “Agent Metrics” tabs in Talkdesk.
• Administrator – This team role provides the most robust Talkdesk functionality and is perfect for team members who would like to make and receive calls, keep track of their team’s performance and configure account settings. Team members assigned to this team role will be able to access the “Administrator Dashboard” in which they can view “Recent Calls”, “Contacts”, “Voicemails”, “Reporting” and “Admin” tabs in Talkdesk. They can also edit preferences and configure settings for themselves, agents and supervisors.
• Supervisor – This team role provides the Talkdesk functionality required for most call center supervisors. Team members assigned to this role will have access to the “Supervisor Dashboard” in which they can view “Recent Calls”, “Contacts”, “Voicemails” and “Reporting” tabs in Talkdesk.
• These out-of-the-box settings are perfect for teams that want to ensure immediate access to the functionality needed to hit the ground running.

Create Custom Permissions

Create custom team roles to limit access to certain Talkdesk features and customize the data displayed in the reporting interface. For example, you could provide the support team with access to real-time metrics, service-level metrics and inbound metrics while the sales team has access to real-time metrics, inbound metrics and outbound metrics. You can also configure admin functionality so different Talkdesk administrators (i.e., sales admin, operations admin and support admin) can have access to different account settings and functionality. Talkdesk makes it simple to customize your dashboards based off of your team’s unique needs.

Change Permissions in Bulk

After you define team roles and the permissions associated with each role, you can easily alter these permissions at any time. When you do, the dashboards of all associated agents will change immediately. You can also reassign agents to different roles and their dashboards will adjust in real-time. This makes it easy to customize Talkdesk according to your changing business needs.