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Connected Contacts (Outbound)

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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

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The default name for this widget is Connected Contacts (Outbound), but you can change it to a custom name, up to 64 characters.

 

Breakdown

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The Connected Contacts (Outbound) metric can be broken down by ring group (queue) and by team.

When the ring group breakdown is applied, the widget will display a list of ring groups with each ring group’s outbound connected contacts count. (See Visualization.) For voice channel, the ring group 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.



Time Span

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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

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The default visualization for Connected Contacts (Outbound) is Metric.

 

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If the ring group breakdown is selected, the visualization will automatically change to List.

 

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If the team breakdown is selected, the visualization will automatically change to List.

 

 

Threshold

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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

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You can filter the Connected Contacts (Outbound) metric by ring group and by team:

  • Applying only the ring group filter will show you outbound contacts connected for the selected ring groups that match the ring group identified at the time the outbound contact was initiated.
  • Applying only the team filter will show you outbound contacts connected for agents in the teams selected in the filter.
  • Using both the ring group and team filters together will show you the intersection of both filters: the outbound contacts connected in the selected ring groups by agents on the selected teams.

See Configuring Talkdesk Live Widgets: Overview for important information about how widget filters are applied to metrics.

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