Data Model
Answered Contacts on Talkdesk LiveTM is a contacts data model metric.
Definition
Answered Contacts are inbound contacts that reached an agent and were answered.
Name
The default name for this widget is Answered Contacts, but you can change it to a custom name, up to 64 characters.
Breakdown
The Answered Contacts 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 respective Answered Contacts count. (See Visualization.) The ring group is where a contact arrived, or the ring group to which a contact was transferred.
When the team breakdown is applied, the widget will display a list of teams with each team’s Answered Contacts count. The team is the team of the person who answered the contact. (See Visualization.)
Time Span
The Answered Contacts 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 Answered Contacts 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 Answered Contacts is Metric.
If the ring group 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 Answered Contacts metric. To learn more about how to use thresholds, see Configuring Talkdesk Live Widgets: Overview.
While thresholds can be set for any metric 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 Answered Contacts.
Filters
You can filter the Answered Contacts metric by ring group and by team.
- Applying only the ring group filter will give you contacts answered in the selected ring groups in which the contacts arrived or to which the contacts were transferred, regardless of which agents answered the contacts.
- Applying only the team filter will give you contacts answered by the agents in the selected teams, regardless of the ring group the contacts arrived in or to which ring group the contacts may have been transferred.
- Applying both the ring group and team filters together will give you the cross-section of both filters--the contacts answered 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.