Data Model
Answered Contacts on Talkdesk Live™ 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 queue and by the team.
When the queue breakdown is applied, the widget will display a list of queues with each queue’s respective Answered Contacts count. (See Visualization.) The queue is where a contact arrived, or the queue 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.)
Sort Capabilities
In breakdown mode, you can sort the Answered Contacts metric by Queue, Team and Value. You can sort the information by alphabetic order or value.
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 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 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 queue and by team.
- Applying only the queue filter will give you contacts answered in the selected queues 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 queue the contacts arrived in or to which queue the contacts may have been transferred.
- Applying both the queue and team filters together will give you the cross-section of both filters--the contacts answered 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.