Arrived Contacts

Data Model

Arrived Contacts on Talkdesk Live is a contacts data model metric.

 

Definition

The total number of contacts that have entered the queue for voice, SMS, email and chat.

The difference between Arrived Contacts and Inbound Contacts is the timing of when the data becomes available to Live.

Arrived Contacts counts all contacts that have arrived in a queue, regardless of what the end status may be--answered, abandoned, etc.

Inbound Contacts counts all contacts that have an end status. This means contacts that are waiting in queue or are in progress are not included in the inbound contacts list.

 

Name

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

 

Breakdown

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The Arrived Contacts metric can be broken down by ring group (queue). When the queue breakdown is applied, the widget will display a list of queues with each queue’s Arrived Contacts count. (See Visualization.)

The queue for this breakdown is the queue in which a contact initially arrived or the queue to which a contact was transferred.

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Note: The breakdown can be made by queue and by channel.

 

Time Span

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The Abandon Rate 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 Arrived Contacts 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 Arrived Contacts is Metric.

 

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

 

Threshold

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Up to three threshold rules can be set for the Arrived Contacts 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 Arrived Contacts.

 

Filters

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You can filter the Arrived Contact metric by queue. This filter applies to the ring groups (queues) in which a contact arrived or the queue to which a contact was transferred.

 

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In addition, you can filter by Channel.

 

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

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