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Live Contacts (Inbound)

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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

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

 

Breakdown

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The Live Contacts (Inbound) metric can be broken down by ring group (queue) and by type.  

When the ring group breakdown is applied, the widget will display a list of ring groups with the respective number of inbound Live Contacts for each. (See Visualization.)

When the type 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.)

 

Time Span

The Live Contacts (Inbound) widget is a real-time metric and the time span cannot be modified.

 

Visualization

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The default visualization for Live Contacts (Inbound) 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 type breakdown is selected, the visualization will automatically change to Donut. You can select the List view if desired.

 

Threshold

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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 ring group (queue).

The status filter applies to the current state of the contact:

  • In queue
  • Ringing an agent (voice channel)
  • In progress
  • Being wrapped (ACW)

 

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The ring group filter applies to the ring group in which the contacts arrived or the ring group to which the contacts were transferred.

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

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