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New Data Model FAQ

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What is the New Data Model?

Talkdesk’s New Data Model is a new 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 New Data Model and the metrics of the old data model?

The old data model metrics are available in Explore and the old Live (this tool will be deprecated in the first half of 2021). The New Data Model metrics are available in Live Dashboards and Explore (new Reports, Dashboards, and Datasets). For more details about the differences compared to the old data model, please refer to the article New Contacts Data Model - New and Updated Metrics.

 

What is an Interaction? 

Interactions are a collection of contacts; the old 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 New Data Model?

The New Data Model allows to track an interaction more accurately, and it is split into three different levels of detail: Interaction, Segment, and Contact.

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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.

 

2. 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.

 

3. 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 New 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:
    • Inbound contacts where the contact person finishes/disconnects the contact before reaching an agent (including disconnecting the call whilst ringing the agent). There was an explicit action by the caller to leave the queue.
  • Short abandoned contacts:
    • Inbound contacts disconnected by the contact person within the threshold defined in the system for short abandons.
  • 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.

 

Where can I find more information about the New Data Model?

For more detailed information, please review the following documentation:

New Contacts Data Model - New and Updated Metrics

New Data Model Metrics Examples

Contacts Dataset

Contacts Default Report

Ring Attempts Dataset

Ring Attempts Default Report

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