How can we help?

Live Contacts (Outbound)

Follow

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

image4.png

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

 

Breakdown

image7.png

The Live Contacts (Outbound) metric can be broken down by ring group, team, and type.  

For voice channel, the ring group for this breakdown is 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.

When the ring group breakdown is applied, the widget will display a list of ring groups with the respective count of each ring group’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



Time Span

The Live Contacts (Outbound) widget is a real-time metric and the time span cannot be modified.

 

Visualization

image9.png

The default visualization for Live Contacts (Outbound) is Metric.

 

image2.png

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



image3.png

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


image6.png

If the type breakdown is selected, the visualization will automatically change to Donut.

 

image8.png

A List visualization is also available for this breakdown.

 

Threshold

image1.png

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 ring group.

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 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.

All Articles ""
Please sign in to submit a request.