Data Model
The Live Contacts (Inbound) metric on Talkdesk Live™ is a contacts data model metric.
Definition
The number of inbound contacts currently in one of the following states:
- In queue
- Ringing an agent (voice channel)
- In progress
- Being wrapped (ACW)
Name
The default name for this widget is Live Contacts (Inbound), but you can change it to a custom name, up to 64 characters.
Breakdown
The Live Contacts (Inbound) metric can be broken down by queue and by type.
When the queue breakdown is applied, the widget will display a list of queues with the respective number of inbound Live Contacts for each. (See Visualization.)
When the status breakdown is applied, the widget will display a list of current states for the live contacts, and the respective count of contacts in each status. (See Visualization.)
Sort Capabilities
In breakdown mode, you can sort the Live Contacts (Inbound) metric by Queue, Team and Value. You can sort the information by alphabetic order or value.
Time Span
The Live Contacts (Inbound) widget is a real-time metric and the time span cannot be modified.
Visualization
The default visualization for Live Contacts (Inbound) is Metric.
If the queue breakdown is selected, the visualization will automatically change to List.
If the status breakdown is selected, the visualization will automatically change to Donut. You can select the List view if desired.
Threshold
Up to three threshold rules can be set for the Live Contacts (Inbound) 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 Live Contacts (Inbound).
Filters
You can filter the Live Contacts (Inbound) metric by status and by queue.
The status filter applies to the current state of the contact:
- In queue.
- Ringing an agent (voice channel).
- In progress.
- Being wrapped (ACW).
The queue filter applies to the queue in which the contacts arrived or the queue to which the contacts were transferred.
See Configuring Talkdesk Live Widgets: Overview for important information about how widget filters are applied to metrics.