Automated Talkdesk Queue Scorecards
Every morning, WebRun opens Talkdesk, reads yesterday's calls answered, abandon rate, average handle time, and service level by queue, checks which agents fell outside your normal range, holds a coaching slot in Google Calendar for their supervisor, and posts the full scorecard to Microsoft Teams before standup.
How do I get a daily contact centre performance scorecard?
WebRun reads yesterday's Talkdesk reporting every morning, capturing calls answered, abandon rate, average handle time, and service level for each queue. It holds a private coaching slot in Google Calendar where an agent fell outside range, then posts the queue scorecard to Microsoft Teams before standup.
- The scorecard is in the channel before standup, every day
- Coaching time is already held when an agent drifts out of range
- Queue movement is always shown against the same weekday last week
Built for contact centre managers · support operations · workforce management teams · customer service leads
What does WebRun do on every run?
The exact actions WebRun takes, in order - in plain language, so you can adjust anything.
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WebRun signs in and gets to work
Opens
talkdesk.comin a real browser with your saved login - no setup, no API keys. -
1
Talkdesk - read yesterday's queue numbers
talkdesk.com
WebRun opens Talkdesk to read yesterday's queue numbers. - Open Talkdesk and go to yesterday's reporting for each queue
- Capture calls offered, calls answered, abandon rate, average handle time, and service level
- Pull the same numbers per agent and note who sat outside your normal range
- Compare each figure against the same weekday last week
Done when Yesterday's queue and agent numbers are captured with a week-on-week comparison.
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2
Google Calendar - hold coaching slots
calendar.google.com
WebRun opens Google Calendar to hold coaching slots. - Open Google Calendar and find a free 30 minute slot for each supervisor who has an agent outside range
- Create a private hold titled with the coaching topic and the agent's first name
- Invite nobody. The hold is a placeholder for the supervisor to confirm or drop
- Skip anyone who already has a coaching slot booked this week
Done when Every supervisor needing a coaching conversation has a held slot.
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3
Microsoft Teams - post the scorecard
microsoft.com
WebRun opens Microsoft Teams to post the scorecard. - Post yesterday's scorecard to your contact centre channel in Microsoft Teams
- Show each queue with its answered count, abandon rate, and service level
- Mark queues that moved more than your threshold against last week
- Name the coaching holds placed, without publishing individual agent statistics
Done when The team has yesterday's scorecard in Microsoft Teams before standup.
How is each run configured?
Secure by default
Connect once, stays signed in
WebRun signs in once and keeps each session in a persistent environment, so every run picks up right where it left off.
Every action is checked against this policy before it runs.
Questions, answered
Does it send meeting invites to agents?
No. It creates a private hold on the supervisor's own calendar with no attendees. The supervisor decides whether to turn that hold into a real conversation and invites the agent themselves.
Will individual agent numbers be posted publicly?
No. The Microsoft Teams scorecard shows queue-level figures only. Per-agent detail stays in the private calendar hold for the supervisor, so nobody is called out in a channel.
Can it change routing or queue settings in Talkdesk?
No. WebRun only reads reporting screens. Routing rules, queue configuration, agent states, and recordings are never modified.
Related templates
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