Data Model
Inbound Contacts on Talkdesk Live™ is a contacts data model metric.
Definition
The number of inbound contacts that arrived and have an end state. Inbound contacts include:
- Answered
- Abandoned
- Short abandoned
- Missed
- Voicemail
The difference between Inbound Contacts and Arrived Contacts is that Inbound Contacts excludes contacts without a final state; i.e., contacts in queue and contacts in progress. Arrived Contacts includes those contacts.
Name
The default name for this widget is Inbound Contacts, but you can change it to a custom name, up to 64 characters.
Breakdown
The Inbound Contacts metric can be broken down by queue and by status.
When the queue breakdown is applied, the widget will display a list of queues with each queue’s respective Inbound Contacts count. (See Visualization.)
When the status breakdown is applied, the widget will display each status of inbound contact and its respective count.
Sort Capabilities
In breakdown mode, you can sort the Inbound Contacts metric by Queue, Status, and Value. You can sort the information by alphabetical order or value.
Time Span
The Inbound Contacts metric can be displayed for any of the following time intervals:
- Last 15 minutes
- Last 30 minutes
- Last hour
- Today
- Custom Start Time
By default, the time span for the Inbound Contacts metric is “Today”. The starting point for the “Today” time span is midnight of the time zone selected for the dashboard.
The "Custom Start Time" time span allows to define the exact time when a metric resets and begins counting each day, based on the dashboard's timezone settings.
Visualization
The default visualization for Inbound Contacts is Metric.
If the queue breakdown is selected, the visualization will automatically change to List.
If the type breakdown is selected, the visualization will automatically change to Donut. You can select the List view if desired.
Threshold
You can set up to three threshold rules for the Inbound 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 Inbound Contacts.
Filters
You can filter the Inbound Contacts metric by queue and by status.
The queue filter applies to the queues in which the contacts arrived, or the queues to which contacts were transferred.
The status filter allows you to select one or more call types to view.
See Configuring Talkdesk Live Widgets: Overview for important information about how widget filters are applied to metrics.