Live Contacts in Queue

 

Data Model

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

 

Definition

This widget counts inbound contacts that have reached an Assignment & Dial component in Studio and are waiting to be connected to an agent.

For digital channels (SMS, email, chat, Digital Connect, Whatsapp and Facebook Messenger), this widget counts the inbound contacts that reached a queue and are not assigned to an agent (the contacts that appear on the Live Unassigned Contacts List). This includes contacts handled by an agent and sent back to the queue.

 

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

Queue can break down the Live Contacts in Queue metric, and Channel. 

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.) If a contact is assigned to several queues, with this breakdown, it will be counted on each assigned queue. When the Channel breakdown is applied, the widget will display a list of channels with each channel’s respective count of contacts in a queue. (See Visualization.)

 

Sort Capabilities

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You can sort the Live Contacts in Queue metric by Queue, Channel and Value in breakdown mode. You can sort the information by alphabetic order or value.

 

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.

 

If the Queue breakdown is selected, the visualization will automatically change to List.

 

The visualization will automatically change to List if the Channel breakdown is selected.

 

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, they should 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

You can filter the Live Contacts in Queue metric by  Queue and by Channel:

  • Applying only the Queue filter will give you contacts waiting to be connected to an agent in the selected queues.
  • Applying only the Channel filter will give you contacts waiting to be connected to an agent in the selected channels.
  • Applying Queues and Channels filters together will give you the cross-section of these filters--the contacts in queue in the selected queues and channels.

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

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