Live Contacts in Queue on Talkdesk Live™ is a contacts data model metric.
The count of inbound contacts that have reached an Assignment & Dial component in Studio and are waiting to be connected to an agent.
The default name for this widget is Live Contacts in Queue, but you can change it to a custom name, up to 64 characters.
The Live Contacts in Queue metric can be broken down by queue. When the queue breakdown is applied, the widget will display a list of queues with each queue’s respective count of contacts in a queue. (See Visualization.)
In breakdown mode, you can sort the Live Contacts in Queue metric by Queue and Value. You can sort the information by alphabetic order or value.
The Live Contacts in Queue widget is a real-time metric, and the time span cannot be modified.
The default visualization for Live Contacts in Queue is Metric.
If the queue breakdown is selected, the visualization will automatically change to List.
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.
You can filter the Live Contacts in Queue metric by the queue. This filter applies to the 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.