- Customizing your Account
-
Time Settings
Adding time zones, business hours and the After Hours IVR.
-
Time Settings Quiz
-
Call Settings
Configuring settings like call recording.
-
Call Settings Quiz
-
Dispositions
Configuring the call dispositions that can be used by your agents.
-
Dispositions Quiz
-
Routing and Device Settings
Customizing how and when your agents receive calls.
-
Routing and Device Settings Quiz
-
Queue Settings
Customizing the waiting queue.
-
Queue Settings Quiz
-
Voicemail Settings
Configuring voicemail and voicemail transcriptions.
-
Voicemail Settings Quiz
-
Metrics Settings
Customizing metrics settings, like the Service Level Threshold.
-
Metrics Settings Quiz
-
Agent Workflow
Configuring the availability statuses that your agents can use.
-
Agent Workflow Quiz
-
Other Number Settings
Configuring a blocklist and a favorites list of phone numbers.
-
Other Number Settings Quiz
-
Holiday Hours
Configuring holidays for your account.
-
Holiday Hours Quiz
-
What's next?
See which course you should take next.
Admins: Customizing your Account
Learn how to customize some of the main settings and features of your account to streamline the day-to-day of your team, such as dispositions, queues, voicemail, metrics, and agent status.
Estimated time: ~45 min
Additional resources:
- Configuring Talkdesk > Customizing your Call Center
- Configuring Talkdesk > Waiting queue
- Voicemail settings
- Configuring Talkdesk > Queue management and features
- After hours IVR
- Numbers custom settings
- Dispositions
- Setting a default agent status
- Compiling a blocklist of phone numbers
- Creating a hotlist of external favorite phone numbers
- Account settings that impact Studio
Not registered yet? Hover over the lessons to see a description.