Integration settings for Talkdesk

The following fields appear if the Platform you select is TalkDesk v1.

IMPORTANT You must configure the historical data integration before you can configure the real-time integration. This is because the agent synchronization process from the contact center platform relies on historical data collection. All other types of integrations, such as the user import, can be configured in any order.

Historical settings

Display name	Description
Group	A unique name assigned to a collection of integrations within a selected platform. You must provide the name when adding multiple integrations for the same platform and operation. You can skip it if there is only one integration. The name of the group must be distinct for each integration and integration type.
Status	A toggle to enable or disable the integration. When enabled, the integration is active and processes data according to the configured settings.
Account name	Account name for your Talkdesk platform.
Admin time activities	The semicolon-separated list of agent activities that should be counted as Admin time. These activities represent periods where the agent is performing administrative or non-contact tasks.
Idle time activities	The semicolon-separated list of agent activities that should be counted as Idle time. These activities identify periods where the agent is logged in but not actively engaged in an interaction.
Not Ready activities	The semicolon-separated list of agent activities that should be counted as Not Ready. This list defines which states indicate the agent is unavailable to handle interactions. Do not include the offline activities. EXAMPLE Not ready; Training
Ready activities	The semicolon-separated list of agent activities that should be counted as Ready. These activities represent states where the agent is available to receive interactions. EXAMPLE Ready; On call
Include agent queue statistics	Set to true or false. When set to true, this option includes statistics that show how agents perform within specific queues. The default value is true.
Include agent statistics	Set to true or false. When set to true, this option includes the agent level statistics in the data. The default value is true.
Include queue statistics	Set to true or false. When set to true, this option includes the queue level statistics in the data. The default value is true.
Include digital channel data	Set to true or false. When set to true, this option includes activity from digital channels such as email and chat. The default value is false.

Realtime settings

Display name	Description
Group	The name assigned to a collection of integrations under the selected platform. This name is required when adding multiple integrations for the same platform and operation. This is optional when a single integration is present.
Status	A toggle to enable or disable the integration. When enabled, the integration is active and processes data according to the configured settings.
Account name	Account name for your Talkdesk platform.
RTA access key	Access key for your Talkdesk platform. This key is configured in the Talkdesk connections integration as the API key header named RTA-Access-Key.