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Live Contacts in Queue

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Data Model

Live Contacts in Queue on Talkdesk Live™ is a contacts data model metric.

 

Definition

The count of inbound contacts that have reached an Assign & Dial component in Studio and are waiting to be connected to an agent.

 

Name

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

 

Breakdown

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The Live Contacts in Queue metric can be broken down by ring group (queue).  When the ring group breakdown is applied, the widget will display a list of ring groups with each ring group’s respective count of contacts in queue. (See Visualization.)

 

Time Span

The Live Contacts in Queue 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 Queue is Metric.

 

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If the ring group 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 Queue 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 Queue.

 

Filters

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You can filter the Live Contacts in Queue metric by ring group. This filter applies to the ring groups (queues) in which the contacts are waiting to be connected to an agent.

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

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