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Inbound Contacts

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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

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

 

Breakdown

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The Inbound Contacts 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 each ring group’s respective Inbound Contacts count. (See Visualization.)

When the type breakdown is applied, the widget will display each type of inbound contact and its respective count. 

 

Time Span

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The Inbound Contacts metric can be displayed for any of the following time intervals:

  • Last 15 minutes
  • Last 30 minutes
  • Last hour
  • Today

The default 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.

 

Visualization

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The default visualization for Inbound Contacts 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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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

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You can filter the Inbound Contacts metric by ring group (queue) and by type.

The ring group filter applies to the ring groups (queues) in which the contacts arrived, or the ring groups to which contacts were transferred.

The type 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.

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