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.
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].
Note: Transferred conversations from the live unassigned contact list will count towards agent capacity. Offline Agents are shown in a greyed-out state, as the image exemplifies. You can use the search bar to find the specific Agent you want.
Name
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
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:
E-mail.
SMS.
Chat.
The Threshold
Thresholds are not offered for the Live Unassigned Contacts.
Filters
You can filter the Live Unassigned Contacts List widget by "Channel", or "Queues".
The "Channel" filter applies to the channels of the contact: 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.
Supervisor Whispers to Agents
Mention Notifications: When supervisors or agents are mentioned, they will receive a notification in the Notification Center to ensure timely action.
Supervisors can send internal messages to the agent assigned to the conversation for efficient communication. They can also use @mentions to alert agents, ensuring prompt attention to important matters.
Note: Only the assignee of the conversation or users who have the “Monitor” access to Live Contact List/ Live Unassigned Contact List can be mentioned.
Email Interaction Columns
The Live Unassigned Contacts List widget includes specialized columns to provide immediate context for email interactions, allowing supervisors to monitor key email details at a glance without having to open individual conversations.
The following columns are available:
- Latest Message Action: Tracks the current state of the conversation — for example, Contact Engaged (waiting for agent intervention), Replied (handled with a replied message), or Forwarded (forwarded to another agent). This field updates automatically based on user and agent behavior: any new incoming message from a contact resets the state to Contact Engaged, ensuring agents are immediately aware when a response is required.
- Has Attachment: Indicates whether there are attachments in the email thread's history.
- Latest Updated Time: Displays the exact timestamp of the most recent message sent or received.
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Latest Operator: Identifies the sender of the latest message.