Unassigned Contacts List

Data Model

The Live Unassigned Contacts on Talkdesk Live™ leverages the contacts data model.

 

Definition

The Live Unassigned Contacts isn’t a metric, rather it displays a list of live contacts with the following information for each contact:

  • Channel: Digital channels only, i.e., e-mail, chat, SMS, among others.
  • Queues: The contact’s current queue.
  • Duration: The status unassigned’s duration since the last time the contact went to this status. 
  • Contact Info: The contact’s personal information, i.e., e-mail, phone number, and URL.

 

Actions

In addition to the information listed above, the Live Unassigned Contacts Widget also allows you to perform some Supervisor actions, if the correct permission is enabled on your assigned role.

 

new unassigned (1).png

By clicking on the settings icon, on the far right of the widget, select Copy details [1], Monitor [2], Transfer [3], or End Chat [4].

 

Name

image_2.png

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

 

Breakdown

Because the Live Unassigned Contacts List is already broken down to its most granular view (each agent) there are no additional breakdown options.

 

Time Span

The Live Contacts List is a real-time view and the time span cannot be modified.

 

Visualization

image_3.png

The default visualization for the Live Unassigned Contacts widget is List. No other visualization options can be applied to this widget. You can sort the widget ascending or descending by:

  • “Channel” [1].
  • “Queues” [2].
  • “Duration” [3].
  • “Contact Info” [4].

 

Channel Icons

Each icon in the column Channel means a different channel:

image7.pngE-mail.

image2.pngSMS.

image4.pngChat.

 

The Threshold

Thresholds are not offered for the Live Unassigned Contacts.

 

Filters

image_4.png

 

You can filter the Live Unassigned Contacts List widget by "Channel", or "Queues".

 

The "Channel" filter applies to the channels of the contact: voice, email, SMS, chat, Facebook Messenger, Whatsapp, and Digital Connect.

The "Queues" filter applies to the queues in which the contacts arrived.

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

 

 

 

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