Browse through the most frequently asked questions on Talkdesk Live™. For additional in-depth guidance, we recommend exploring the step-by-step articles on Talkdesk Live and completing the Reporting & Analytics certification in Talkdesk Academy.
- Dashboards and Widgets
- Contacts Data Model
- What is the Contacts Data Model?
- What are the differences between the metrics of the Contacts Data Model and the metrics of the Calls Data Model?
- How does an inbound call flow differ from an outbound call flow?
- What is an Interaction?
- What are the stages of an interaction in the Contacts Data Model?
- When is a Contact created?
- Which Contact types exist in the Contacts Data Model?
- What is abandon time?
Dashboards and Widgets
How do I create or remove a dashboard?
Go here to learn how to create and remove dashboards and perform other configurations.
How do I add or remove a widget?
Go here to learn how to add and remove widgets and perform other configurations.
Can I share a dashboard with other users?
Yes, you can share custom dashboards with one or more users. Learn more here.
What is the difference between “Live Ring Groups” and “Handling Ring Groups”?
Go here to learn the difference between these two dimensions.
How do I replicate the Metrics shown in Talkdesk Home Legacy in Talkdesk Live?
For a detailed walk-through, go to this article and watch our webinar:
Contacts Data Model
What is the Contacts Data Model?
Talkdesk’s Contacts data model is a data paradigm where the analysis focuses on Contacts, instead of Calls/Interactions. Having an analysis based on Contacts provides more detail thanks to the new measures and dimensions, providing more flexible and powerful data exploration.
What are the differences between the metrics of the Contacts Data Model and the metrics of the Calls Data Model?
The Calls data model metrics are available in Explore. The Contacts data model metrics are available in Live and Explore ( Reports, Dashboards, and Datasets).
For more detailed information, please review the following documentation:
- Contacts, the New Data Model: what changed?
- New Contacts Data Model - New and Updated Metrics.
- Contacts Data Model Metrics Examples.
- Contacts Dataset
- Contacts Default Report
- Ring Attempts Dataset.
- Ring Attempts Default Report
Watch these videos to learn more:
- Contacts Data Model Explained.
- Contacts Data Model Explained: using Live.
- Contacts Data Model Explained: using Explore
How does an inbound call flow differ from an outbound call flow?
Go here to learn the difference between these two types of flows.
What is an Interaction?
Interactions are a collection of contacts; the Calls data model is based on the data of the interactions only, thus excluding the detail of each contact.
Interactions include all events from the time a call is connected to a flow to the end of the call, including After Call Work. Contacts are only created when an interaction reaches a queue, therefore interactions that don’t reach the queue don’t have contacts.
Interactions can also exist without contacts. This occurs when an interaction reaches your contact center but it does not reach a queue. This is known as pre-call data.
What are the stages of an interaction in the Contacts Data Model?
The Contacts data model allows tracking an interaction more accurately, and it is split into three different levels of detail: Interaction, Segment, and Contact.
- Interaction
Interactions are a collection of contacts. They include all events from the time a call is connected to a flow to the end of the call, including After Call Work (ACW). Contacts are only created when an interaction reaches a queue, therefore interactions that don’t reach the queue don’t have contacts.
Interactions can also exist without contacts. This occurs when an interaction reaches your contact center, but does not reach a queue. This is known as pre-call data.
- Segment
A segment is a small component of an overall interaction between a caller and an agent. Examples include Queue, Ring, Talk, Hold, After Call Work (ACW), among others.
Segments can overlap for one interaction. For example, two segments coincide after the interaction is transferred: one for when the first agent is in ACW, and another for when the customer is placed into the new, post-transfer queue.
- Contact
A contact is a collection of segments that generally starts with a wait segment and ends with another wait segment, an After Call Work (ACW) segment, or the termination of the contact.
Contacts are created when the interaction reaches a queue. Contacts are the primary object from which contact center metrics are calculated. Each segment of a contact, the duration of those segments, and the events within the contact are used to report the dimensions and metrics for contact center KPIs.
When is a Contact created?
A Contact is only created once an interaction reaches a queue. No pre-call data is shown in contacts.
Which Contact types exist in the Contacts data model?
The different Contact types translate the outcome of the contact, and they are the following:
- Answered contacts:
- Inbound contacts that reached an agent and were answered.
- Missed contacts:
- Implies that the contact went through the flow, and reached a hang-up (it may ring an agent or not but, in both cases, it will be missed since there was no action from the contact person to leave the queue). Or, after the assignment, the Contact was terminated by a Studio flow rule.
- Abandoned contacts:
- A contact that did not reach the agents because the customer disconnected while in the waiting queue or the IVR. This could be due to intentional disconnection or loss of connection/service (e.g. on a mobile device). It includes calls disconnected at any point during the IVR. You may notice that filtering a dashboard by ring group doesn't change the number of calls due to IVR disconnects. This happens because these callers didn’t select yet an IVR option so they show for all ring groups.
- Short abandoned contacts:
- Inbound contacts disconnected by the contact person within the threshold defined in the system (in Admin > Preferences > Metrics Settings) for short abandons.
- Voicemail:
- Inbound contacts that were not handled by an agent and the output was the contact person leaving a voicemail.
- Connected contacts:
- Outbound contacts where the connection was successful and the agent reached the contact person.
- Not connected contacts:
- Outbound contacts where the connection with the contact person was not successful ending in a disconnected contact.
What is abandon time?
Abandon time is an inbound call metric that captures the time it took the customer to hang up before being connected to an agent. The timer starts when the customer is connected with the call center and presented with a Welcome Greeting or IVR. You may want to filter out abandoned call statistics, such as average abandon time, abandonment rates, and short calls not considered as events by the system. These include situations where the customer mistakenly dials the call center, is not interested in the IVR, or hangs up immediately. To do this, configure a Short Abandoned calls threshold for your account.