Once your TalkDesk account has been successfully connected, you may now start mapping TalkDesk Data into Hoopla. This can be done in two steps: Creating a Data Set and Mapping Metrics.
Creating Data
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To create a Data Set, click on the “Create Data Sets’ button under the Create Data section.
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Once clicked, a modal will open up, prompting you to do the following:
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Create a name for this data set (this is for internal use only and will not show up on Hoopla TV)
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At the moment we are only supporting the Call entity, so that will automatically be displayed in the modal.
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Select an Entity field you wish to track. Select from the below options:
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Abandon Time
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CSAT Score
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Disposition Code
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Hold Time
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Mood
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Talk Time
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Type
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User Voice Rating
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Wait Time
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Select an operation for this entity (this will help Hoopla filter the data being pulled into Hoopla so that we are only capturing the most relevant data):
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Less than, Greater than or Equal to (Abandon Time, Hold Time, Talk Time & Wait Time)
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Equals (CSAT Score, Disposition Code, Mood, User Voice Rating)
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Select a value for the data (such as a specific score or rating, or a minimum/maximum threshold for call time).
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Once the above steps have been completed, click Save.
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All saved Data Sets will be saved within the Create Data sections
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You may edit or delete any Data Set by clicking into it.
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Mapping Metrics
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After creating a Data Set, continue to the next and final step for mapping TalkDesk data into Hoopla.
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Under the Map Data section, click on the “Map Metrics” button to get started.
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Once clicked, a modal will open up, prompting you to do the following:
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Give the Metric mapping a name (this is for internal use only and will not show up on Hoopla TV)
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Select a sync interval:
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10 minutes
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15 minutes
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30 minutes
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1 hour
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6 hours
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12 hours
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One day (24 hours)
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*Note - the data we receive from Hoopla is 1 hour old, so we are pulling data that is 1 hour removed from the sync interval (e.g. If syncing every hour, we are pulling data from the previous hour).
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Select a time range (pull all data that takes place in the specified time range):
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This Year
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This Fiscal Year
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This Quarter
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This Fiscal Quarter
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This Month
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This Week
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Today
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Last Year
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Last Fiscal Year
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Last Quarter
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Last Fiscal Quarter
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Next, select one of the Data Sets created in the “Create Data” Section.
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Once a Data Set has been created, we will reveal six fields that must be selected by the Admin:
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User Type - This refers to a TalkDesk role; select from “User” or “Handling User.”
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Team - This refers to a Hoopla Team; you must select one.
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Date Type - This refers to the field in TalkDesk that we will reference when pulling for a specific time range; the options are “Starts on” or “Ends on.”
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Calculation Type - This refers to how we will calculate the data; choose from Average (e.g. average hold time), Count (e.g. total number of calls) or Sum (e.g. total number of minutes).
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Call Field -
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Abandon Time
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CSAT Score
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Disposition Code
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Hold Time
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Mood
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Talk Time
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Type
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User Voice Rating
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Wait Time
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Hoopla Metric - select from an existing Metric or create a new metric in this field.
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Click the plus button after the Hoopla Metric Field and click Save.
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Once saved, Hoopla will start syncing data at the specified interval.
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All saved Metric Mappings will be saved within the Create Metrics section.
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You may edit or delete any Metric Mapping by clicking into each one individually.
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