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Outbound Contacts

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Data Model

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

 

Definition

The number of outbound contacts made, regardless of the final outcome (connected or not connected).

For voice channel, this metric includes manual outbound calls only; no Outbound Dialer data are included.

 

Name

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

 

Breakdown

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The Outbound Contacts metric can be broken down by ring group. When the ring group breakdown is applied, the widget will display a list of ring groups with each ring group’s respective Outbound Contacts count.

 

Time Span

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The Outbound Contacts metric can be displayed for any of the following time intervals:

  • Last 15 minutes
  • Last 30 minutes
  • Last hour
  • Today

By default, the time span for the Answered Contacts metric is “‘Today”’. The starting point for the “Today” time span is midnight of the time zone selected for the dashboard.

 

Visualization

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The default visualization for Outbound Contacts is Metric.

 

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

 

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

 

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

 

Threshold

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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.

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 Outbound Contacts.

 

Filters

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You can filter the Connected Contacts metric by ring group and by team:

  • Applying only the ring group filter will show you outbound contacts for the selected ring groups that match the ring group identified at the time the outbound contact was initiated.
  • Applying only the team filter will show you outbound contacts for agents in the teams selected in the filter.
  • Using both the ring group and team filters together will show you the intersection of both filters: the outbound contacts in the selected ring groups by agents on the selected teams.

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

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