Mapping TalkDesk Data into Hoopla (Hoopla)

October 28, 2021 19:43

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

To create a Data Set, click on the “Create Data Sets’ button under the Create Data section.
Once clicked, a modal will open up, prompting you to do the following:
1. Create a name for this data set (this is for internal use only and will not show up on Hoopla TV)
2. At the moment we are only supporting the Call entity, so that will automatically be displayed in the modal.
3. Select an Entity field you wish to track. Select from the below options:
  1. Abandon Time
  2. CSAT Score
  3. Disposition Code
  4. Hold Time
  5. Mood
  6. Talk Time
  7. Type
  8. User Voice Rating
  9. Wait Time
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):
1. Less than, Greater than or Equal to (Abandon Time, Hold Time, Talk Time & Wait Time)
2. Equals (CSAT Score, Disposition Code, Mood, User Voice Rating)
Select a value for the data (such as a specific score or rating, or a minimum/maximum threshold for call time).
Once the above steps have been completed, click Save.
All saved Data Sets will be saved within the Create Data sections
1. You may edit or delete any Data Set by clicking into it.

Mapping Metrics

After creating a Data Set, continue to the next and final step for mapping TalkDesk data into Hoopla.
Under the Map Data section, click on the “Map Metrics” button to get started.
Once clicked, a modal will open up, prompting you to do the following:
1. Give the Metric mapping a name (this is for internal use only and will not show up on Hoopla TV)
2. Select a sync interval:
  1. 10 minutes
  2. 15 minutes
  3. 30 minutes
  4. 1 hour
  5. 6 hours
  6. 12 hours
  7. One day (24 hours)
  8. *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).
3. Select a time range (pull all data that takes place in the specified time range):
  1. This Year
  2. This Fiscal Year
  3. This Quarter
  4. This Fiscal Quarter
  5. This Month
  6. This Week
  7. Today
  8. Last Year
  9. Last Fiscal Year
  10. Last Quarter
  11. Last Fiscal Quarter
4. Next, select one of the Data Sets created in the “Create Data” Section.
5. Once a Data Set has been created, we will reveal six fields that must be selected by the Admin:
  1. User Type - This refers to a TalkDesk role; select from “User” or “Handling User.”
  2. Team - This refers to a Hoopla Team; you must select one.
  3. 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.”
  4. 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).
  5. Call Field -
    
    Abandon Time
    
    CSAT Score
    
    Disposition Code
    
    Hold Time
    
    Mood
    
    Talk Time
    
    Type
    
    User Voice Rating
    
    Wait Time
  6. Hoopla Metric - select from an existing Metric or create a new metric in this field.
  7. Click the plus button after the Hoopla Metric Field and click Save.
6. Once saved, Hoopla will start syncing data at the specified interval.
7. All saved Metric Mappings will be saved within the Create Metrics section.
  1. You may edit or delete any Metric Mapping by clicking into each one individually.

Creating Data

Mapping Metrics

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