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On Wednesday, June 1st, 2022, we will release the following enhancements to Talkdesk Explore™:

• Enabling sixteen new metrics. You will have new metrics related to the number of contacts put on hold (Total Contacts on Hold). You will be able to see nine metrics related to the time, in seconds, that it takes for an agent to answer a call (Answered Contacts metrics), and a set of six metrics related to the time, in seconds, a contact person abandons a call (Abandoned Contacts metrics).

Answered Contacts metrics

1. Total Answered Contacts < 5 seconds 
2. Total Answered Contacts < 10 seconds 
3. Total Answered Contacts < 20 seconds 
4. Total Answered Contacts < 30 seconds
5. Total Answered Contacts < 60 seconds 
6. Total Answered Contacts < 120 seconds
7. % Answered Contacts < 20 seconds
8. % Answered Contacts < 30 seconds
9. % Answered Contacts < 60 seconds

Abandoned Contacts metrics

1. Total Abandoned Contacts < 10 seconds 
2. Total Abandoned Contacts < 20 seconds 
3. Total Abandoned Contacts < 30 seconds 
4. Total Abandoned Contacts < 60 seconds 
5. Total Abandoned Contacts >= 60 seconds 
6. % Abandoned Contacts < 60 seconds

For more information, please read our Talkdesk Explore documentation.