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Live Contacts in Progress (Outbound)

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Data Model

Live Contacts in Progress (Outbound) on Talkdesk Live™ is a contacts data model metric.

 

Definition

The count of outbound contacts that are actively being handled.

 

Name

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

 

Breakdown

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The Live Contacts in Progress (Outbound) 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 outbound 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 outbound contacts, with each team’s outbound Live Contacts in Progress count. (See Visualization.)

 

Time Span

The Live Contacts in Progress (Outbound) 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 (Outbound) 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 (Outbound) metric. To learn more about how to use thresholds, see Configuring Talkdesk Live Widgets: Overview.

While thresholds can be set for any 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 outbound contacts in progress.

 

Filters

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You can filter the Live Contacts in Progress (Outbound) metric by ring group and by team.

For voice channel, the ring group filter applies to the ring group selected at the time the agent dials the number. It is either selected by the agent when placing the call, or it is automatically assigned by the system. See Configuring an Outbound Caller ID for more information.

For all other channels, the ring group filter applies to the Reporting Ring Group designated in the flow.

The team filter applies to the team assigned to the agent who is handling the contact.

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

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