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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

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%).