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Talkdesk Live: FAQ
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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. 

 

Talkdesk Live vs. Talkdesk Live (legacy)

What are the differences between Live (legacy) and the new version of Live?

Talkdesk Live™ (legacy) will be replaced by the new version of Talkdesk Live. Talkdesk Live (legacy) uses a Legacy Data Model based on Calls, whereas the new version of Talkdesk Live uses the New Data Model based on Contacts. It provides more accurate methods for contact data flows, contributing with more granularity to your organization’s metrics.

 

 What will change? 

  • The new version of Talkdesk Live provides real-time data and the flexibility needed to manage your Contact Center in real-time. The Live (legacy) tab will be removed and your reporting tools will include the new version of Live and Explore.
  • The new version of Live is powered exclusively by the New Data Model, giving you more detail (new measures and dimensions) and providing a more adaptable and powerful data journey. Improvements were made not only on the information granularity level but also on the new dashboard configuration experience.

All the new dashboards created on the new version of Talkdesk Live will take advantage of all the features, including the New Data Model. Have a look below at the new features:

 

New features for Talkdesk Live: 

  • Improved performance and resiliency. 
  • Predefined dashboard layouts as a starting point.
  • Add / Remove and resize widgets.
  • Timezone filter. 
  • Independent widget filtering
  • Full Screen mode.
  • Dashboards with up to 16 widgets.
  • More metrics (example: average handle time).
  • More granular data.
  • Ringing and after call work states.
  • Refresh of intraday metrics virtually in real-time.
  • Better use of the available display. Overall improved design and user experience. 

 

Talkdesk Live vs. Talkdesk Live (legacy): Comparison summary

 

Talkdesk Live (legacy)

Talkdesk Live (new version)

Data based on

Interactions

Contacts

Date

End date of interaction

Begin date of contact

Service Level 

Only accounts for inbound and missed calls within the Service Level Threshold (meaning the waiting time until the call is answered or disconnected by the contact person after being presented to an agent without being answered).

Only contacts answered within Service Level Threshold are considered positively for the calculation. Abandoned contacts have a negative impact.

Wait Time

Sum of all wait time during the interaction

Wait time for the contact

Reporting Queue

Last Queue of the interaction

Queue of the contact

 

In Detail

 

Talkdesk Live (legacy)

Talkdesk Live (new version)

Data based on 

Interactions: You should be using interaction-level data if you are interested in your customers’ experience in your contact center. For example: 

  • Analyzing wait time for customers;
  • Estimating the likelihood of a transfer;
  • Reviewing where and how long callers are put on hold;
  • Reviewing the number of agents.

Contacts: You should be using contact-level data if you are analyzing agent-facing metrics. For example:

  • Managing queues;
  • Responsible for capacity planning;
  • Creating and managing forecasts and schedules;
  • Managing agents.

Date Filtering 

End date of interaction 

Eg. If a call is transferred, it uses the date/time of when the call ended. 

Begin date of contact; e.g., if a contact is transferred, it uses the date/time of when the contact begins. 

Abandons

Not included in the calculation of service level as denominator.

Included in the calculation of service level as denominator.

Wait Time 

Sum of all wait time during the interaction. 

Wait time for the contact.

Reporting Queue

Last RG of the interaction. 

RG assign to the contact.

Service Level (SL)

Percentage of calls Missed or Answered before the pre-defined threshold. It is only calculated for these calls during business hours. If a call is transferred, it will count 1 inbound in the second queue (RG). If a call is transferred, it does not include abandons in the calculation. 

Service level percentage is the number of contacts answered within your organization's waiting time threshold. This value is configurable through Admin > Preferences as well as through numbers’ custom settings.

NDM counts missed and abandoned contacts as not within SL. 

Wait Time (AVG)

The average time a contact remains queued (waiting queue) until an agent answers it. Includes ringing time.

The average duration of time between a contact entering the queue and being answered by an agent. Includes callbacks. Only answered contacts. If a call is transferred, it will report the wait time specific to each queue. 

Longest Wait Time

Wait time (MAX): Of all incoming contacts the wait time for the oldest call in the queue (waiting queue). It includes callbacks

Longest Wait Time: The highest duration of time between a contact entering the queue and being answered by an agent. Includes callbacks.

Live Agents vs Live Agents List

Agents Online: All online agents, their status, and the time spent in their current status.

Live Agents List: List of agents logged per status. More configurable and filtrable. Columns are sortable and there's a search option. Does not include integration with slack.

Live Calls vs Live Contact List

List of all calls currently In Progress are the inbound or outbound calls where the agent is already interacting with the caller or Queued contacts those that are still in the queue.

List of contacts that enter a queue and are waiting or are being handled. Includes contacts ringing and in ACW.

Inbound

Inbound calls: incoming calls answered by an agent.
If a call is transferred, will count 1 inbound in the second queue (RG). 

Inbound contacts: include all contacts that reach a queue, regardless of the contact’s final status (e.g., abandoned, short abandoned, answered).
If a contact is transferred, will report the wait time specific to each queue. 

Abandon 

Abandoned calls: number of incoming calls where the caller hung up before being routed to an agent. Does not include short-abandoned calls (when enabled).
If a call is transferred, it counts the abandon in Queue 2. Includes abandoned calls in the IVR

Abandoned contacts: inbound contacts where the caller disconnected after entering a queue, before getting connected to an agent.
If a contact is transferred, it counts the abandon in Queue 2, but also counts the arrival in the first queue so it is used in the denominator of the abandon rate calculation for Queue 1. In other words, Queue 1 may have a lower abandon rate than reported in legacy. Does not count with abandoned in the IVR once the contact is only created when reaches the queue (IVR is a pre contact stage).

AVG Handle Time (AHT) by queue 

This metric didn't exist in (legacy) Live.

Average handle time (AHT) is a new metric that measures how long an agent is occupied while handling a contact for a given queue. Individual values for handle time are a sum of a contact’s talk, hold, and ACW time.
If a contact is transferred, it calculates this metric per contact and assigns it to the appropriate queue (like inbound, wait time, SL%). 

 

The new Data Model is a new data standard where the analysis focuses on Contacts instead of Calls. Please check here for more information. 

 

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:

Watch these videos to learn more:

 

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.

  1. 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.

 

  1. 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.

 

  1. 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.

 

Live: What is the difference between a missed call and an abandoned call?

A missed call is a call that:

  • Rang at least one agent and was either not answered or was rejected. Please note: if the call goes to the queue and is answered by another agent it will not count as a missed call.
  • Was routed to voicemail directly (for example, outside of business hours) but the caller hung up during the voicemail greeting (prior to the voicemail prompt or beep).
  • Was hung up by the caller during the Available Agents Greeting.
  • Was handled by an agent, then transferred and no agent answered the call transfer. For example, a call is blind transferred by one agent to a ring group, goes into the waiting queue because all agents are busy, stays in the waiting queue and no agent answers the call.

 

An abandoned call is a call that:

  • Did not reach the agents because the caller hung up while in the waiting queue or in the IVR. 
  • Was routed to voicemail from the waiting queue without being presented to an agent (via voicemail IVR option), and the caller hung up before leaving voicemail.
  • Was hung up within the Welcome Greeting or the IVR, outside of business hours, and with After Hours IVR enabled for the account.

Note: As a rule of thumb, once a customer has connected with at least one agent, the call can no longer be considered Abandoned.

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