Data Model
The Live Contacts in Progress (Inbound) on Talkdesk Live™ is a contacts data model metric.
Definition
The count of inbound contacts that are actively being handled.
Name
The default name for this widget is Live Contacts in Progress (Inbound), but you can change it to a custom name, up to 64 characters.
Breakdown
The Live Contacts in Progress (Inbound) metric can be broken down by queue and by team. (See Visualization.)
When the queue breakdown is applied, the widget will display a list of queues with each queue’s respective inbound Live Contacts in Progress count. (See Visualization.)
When the team breakdown is applied, the widget will display a list of teams for the agents who are actively handling inbound contacts, with each team’s respective inbound Live Contacts in Progress count. (See Visualization.)
Sort Capabilities
In breakdown mode, you can sort the Live Contacts in Progress (Inbound) metric by Queue, Team and Value. You can sort the information by alphabetic order or value.
Time Span
The Live Contacts in Progress (Inbound) widget is a real-time metric and the time span cannot be modified.
Visualization
The default visualization for Live Contacts In Progress (Inbound) is Metric.
If the queue breakdown is selected, the visualization will automatically change to List.
If the team breakdown is selected, the visualization will automatically change to List.
Threshold
Up to three threshold rules can be set for the Live Contacts In Progress (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 In Progress (Inbound).
Filters
You can filter the Live Contacts In Progress (Inbound) metric by queue and by Team.
- The queue filter applies to the queues in which the contacts arrived or to which the contacts were transferred.
- The team filter applies to the teams of the agents handling the inbound contacts that are in progress.
- If you apply both filters, you will get the cross-section of the two--Inbound Contacts In Progress for the selected queues being handled by the agents in the selected teams.
See Configuring Talkdesk Live Widgets: Overview for important information about how widget filters are applied to metrics.