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Live Contacts in Progress (Inbound)

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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

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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

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The Live Contacts in Progress (Inbound) metric can be broken down by ring group (queue) and by team. (See Visualization.)

When the ring group breakdown is applied, the widget will display a list of ring groups with each ring group’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.)

 

Time Span

The Live Contacts in Progress (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 In Progress (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 team breakdown is selected, the visualization will automatically change to List.

 

Threshold

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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

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You can filter the Live Contacts In Progress (Inbound) metric by ring group (queue) and by Team.

  • The ring group filter applies to the ring groups (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 ring groups (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.

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