Data Model
Not Connected Contacts (Outbound) on Talkdesk Live™ is a contacts data model metric.
Definition
The number of outbound contacts that were attempted but not connected to the contacted party.
For voice channel, this metric includes voicemails that were left for the dialed party. This metric measures manual outbound calls; no Dialer calls are included in this metric.
Name
The default name for this widget is Not Connected Contacts (Outbound), but you can change it to a custom name, up to 64 characters.
Breakdown
The Not Connected Contacts (Outbound) metric can be broken down by Queue (skill) and by Team [1].
When the queue breakdown is applied, the widget will display a list of queues with the respective count of each queue’s outbound contacts that were not connected. (See Visualization.)
When the team breakdown is applied, the widget will display a list of teams assigned to the agents who placed the outbound contacts that were not connected. (See Visualization.)
Sort Capabilities
In breakdown mode, you can sort the Not Connected Contacts (Outbound) metric by Queue, Team and Value. You can sort the information by alphabetic order or value.
Time Span
The time span can be modified to display any of the following time intervals [1]:
- Last 15 minutes.
- Last 30 minutes.
- Last hour.
- Today.
By default, the time span for the Not Connected Contacts (Outbound) metric is Today. The starting point for the “Today” time span is midnight of the time zone selected for the dashboard.
Visualization
The default visualization for Not Connected 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.
Threshold
Up to three threshold rules can be set for the Not Connected Contacts (Outbound) metric. To learn more about how to use thresholds, see Configuring Talkdesk Live Widgets: Overview.
While thresholds can be set for any 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 Not Connected Contacts (Outbound).
Filters
You can filter the Not Connected Contacts (Outbound) metric by queue, and by team.
- Applying only the queue filter will give you outbound contacts not connected for the selected queues that match the queue identified at the time the outbound contact was initiated.
- Applying only the team filter will give you outbound contacts not connected for agents in the teams selected in the filter.
- Applying both the queue and team filters together will give you the intersection of both filters: the outbound contacts not connected in the selected queues by agents on the selected teams.
See Configuring Talkdesk Live Widgets: Overview for important information about how widget filters are applied to metrics.