Available Metrics for Talkdesk Live

October 15, 2019 09:17

When editing the settings of your dashboard widgets in Talkdesk Live, you can select from four available graph types, depending on the metric selected:

• Donut:

• Metric:

• Gauge:

• List:

Live Calls Object

Calls - Live*

• Available Graph Types
  • Donut (default)
    • Grouped by Status (In Progress, Queued)
  • Metric
  • Gauge
  • List

Calls - In Progress

• Available Graph Types
  • Metric (default)
  • Gauge
  • List

Calls - Queued

• Available Graph Types
  • Metric (default)
  • Gauge
  • List

Wait Time - Current (max)*

• Available Graph Types
  • Metric (default)

Duration - Current (max)

• Available Graph Types
  • Metric (default)

Agents List Object

Agents - Online*

• Available Graph Types
  • Donut (default)
    • Grouped by Status
  • List

Call Object

Note: Drill downs will not be available for the following metrics, as drill downs are currently supported for Live Calls and Agents - Online only. 

Service Level (%)*

• Available Graph Types
  • Metric
  • Gauge (default)

Calls - Inbound

• Available Graph Types
  • Donut
    • Grouped by Result (Short Abandon, Abandoned, Missed, Answered, Voicemail) 
  • Metric (default)
  • Gauge

Calls - Outbound

• Available Graph Types
  • Donut
    • Grouped by Result (Answered, Missed) 
  • Metric (default)
  • Gauge

Calls

• Available Graph Types
  • Donut
    • Grouped by Type (Inbound, Outbound) 
  • Metric (default)
  • Gauge

Wait Time (avg)*

• Available Graph Types
• Metric (default)
• Gauge

Abandon Time (avg)*

• Available Graph Types
  • Metric (default)
  • Gauge

Duration - Inbound (avg)

• Available Graph Types
  • Metric (default)
  • Gauge

Duration - Outbound (avg)

• Available Graph Types
  • Metric (default)
  • Gauge

Abandon Rate (%)

• Available Graph Types
  • Gauge (default)
  • Metric

(*) denotes default metric for Talkdesk Live

Learn more about how to configure Talkdesk Live.