Data Model
Live Contacts (Outbound) on Talkdesk Live™ is a contacts data model metric.
Definition
The count of outbound contacts that are in progress, being wrapped up (ACW), or being connected. For voice channel, contacts are those that are manually dialed by agents, not Talkdesk Dialer outbound calls.
Name
The default name for this widget is Live Contacts (Outbound), but you can change it to a custom name, up to 64 characters.
Breakdown
The Live Contacts (Outbound) metric can be broken down by queue, team, and type.
For voice channel, the queue for this breakdown is the queue 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.
When the queue breakdown is applied, the widget will display a list of queues with the respective count of each queue’s outbound live contacts. (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 count. (See Visualization.)
When the type breakdown is applied, the widget will display each type and the respective count of outbound Live Contacts. (See Visualization.)
The Type includes the following states:
- Connecting
- In Progress
- ACW
Sort Capabilities
In breakdown mode, you can sort the Live Contacts (Outbound) metric by Queue, Team, Status and Value. You can sort the information by alphabetic order or value.
Time Span
The Live Contacts (Outbound) widget is a real-time metric and the time span cannot be modified.
Visualization
The default visualization for Live Contacts (Outbound) is Metric.
If the queue breakdown is selected, the visualization will automatically change to List.
If the team breakdown is selected, the visualization will automatically change to List.
If the status breakdown is selected, the visualization will automatically change to Donut.
A List visualization is also available for this breakdown.
Threshold
Up to three threshold rules can be set for the Abandoned Contacts metric. To learn more about how to use thresholds, see Configuring Talkdesk Live Widgets: Overview.
Filters
You can filter the Live Contacts (Outbound) metric by team, by status, and by queue.
For voice channel, the queue filter applies to the queue 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 queue filter applies to the Reporting Ring Group designated in the flow.
The status filter applies to the active state of the contacts:
- Connecting
- In Progress
- ACW
The team filter applies to the team assigned to the agent who is handling the contact.
See Configuring an Outbound Caller ID for important information about how widget filters are applied to metrics.