Data Model
Connected Contacts (Outbound) on Talkdesk Live™ is a contacts data model metric.
Definition
The count of outbound contacts that were connected to the party being contacted. For voice channel, this includes manually dialed numbers only; it does not include Talkdesk Dialer calls.
Name
The default name for this widget is Connected Contacts (Outbound), but you can change it to a custom name, up to 64 characters.
Breakdown
The Connected Contacts (Outbound) metric can be broken down by queue and by the team.
When the queue breakdown is applied, the widget will display a list of queues with each queue’s outbound connected contacts count. (See Visualization.) For the voice channel, the queue is the one selected at the time the outbound call was dialed.
When the team breakdown is applied, the widget will display a list of teams with the respective count of connected outbound contacts for each team. (See Visualization.) The team is the team of the agent who completed the outbound contact.
Sort Capabilities
In breakdown mode, you can sort the Connected Contacts (Outbound) metric by Queue, Team and Value. You can sort the information by alphabetic order or value.
Time Span
The Connected Contacts (Outbound) metric can be displayed for any of the following time intervals:
- Last 15 minutes
- Last 30 minutes
- Last hour
- Today
By default, the time span for the Connected Contacts (Outbound) metric is “Today”. The starting point for the “Today” time span is midnight of the time zone selected for the dashboard.
Visualization
The default visualization for Connected Contacts (Outbound) is Metric.
If the queue breakdown is selected, the visualization will automatically change to List.
If the team breakdown is selected, the visualization will automatically change to List.
Threshold
You can set up to three threshold rules for the Connected Contacts (Outbound) metric. To learn more about how to use thresholds, see Configuring Talkdesk Live Widgets: Overview.
While thresholds can be set for any widget, as a best practice, we generally recommend they be reserved for metrics that are averages or percentages, rather than for metrics that are counts of contacts, such as Connected Contacts (Outbound).
Filters
You can filter the Connected Contacts (Outbound) metric by queues and by team:
- Applying only the queue filter will show you outbound contacts connected to the selected queues that match the queue identified at the time the outbound contact was initiated.
- Applying only the team filter will show you outbound contacts connected to agents in the teams selected in the filter.
- Using the queue and team filters together will show you the intersection of both filters: the outbound contacts connected in the selected queues by agents on the selected teams.
See Configuring Talkdesk Live Widgets: Overview for important information about how widget filters are applied to metrics.