Mindful Metrics

The Mindful Metrics dashboard presents volume-related statistics for all environments, with a further breakdown for the commercial environment. Here you can see the total callbacks by type, callback strategy, source, region, and more, as well as the busiest days and hours.

Consult the following descriptions to learn more about the metrics on the Mindful Metrics dashboard.

All Environments

Total count metrics

Several metrics are displayed near the top of the dashboard:

• Total Callbacks
• Commercial Callbacks
• Gov Callbacks
• Total Clients

Callbacks Over Time

Shows the total number of callbacks per week, separated by environment

Top Clients

Lists the top 20 clients by number of callbacks processed

Callbacks by Environment

Compares the ratio of cumulative callbacks by environment

Commercial

Total count metrics

Several metrics are displayed near the top of the dashboard:

• Total Callbacks Commercial
• Total Calls
• Total Customers Commercial

Callback Source

Shows the ratio of callback sources between Digital and Voice

Type

Shows the ratio of callback types between ASAP and Scheduled

First Party Called

Shows the ratio of callback strategies between Customer First and Agent First

Callback Regions

Compares total callbacks by region

Callback Region

Shows the ratio of volume among callback regions

Callback Timezone

Shows the ratio of callbacks in different time zones

Top Clients

Lists the top 20 clients by number of callbacks and customer count

Busiest Period

Lists the top 20 date/hour combinations by number of callbacks and customer count

Mindful Vitals

Metrics on the Mindful Vitals dashboard compare current usage patterns against the prior week, month, or year. This dashboard provides a quick overview of how Mindful volume is changing over time.

Consult the following descriptions to learn more about the metrics on the Mindful Vitals dashboard.

Total count metrics

Several metrics are displayed near the top of the dashboard:

• Total Callbacks
• Gov Callbacks
• Commercial Callbacks
• Callbacks Last Week

YTD YoY Growth - Callback

Shows the growth percentage in callbacks compared to the prior year

YTD % of Previous Year's Volume

Shows the percentage of the prior year's volume that has been achieved so far this year

Cumulative Callbacks

A cumulative graph of callbacks processed so far this year compared to the prior year

Callbacks Growth

Compares the total number of callbacks each day in the prior week, two weeks ago, and last year

Callbacks by Env

Shows the ratio of callbacks between different environments

Weekly Callbacks by Env

Displays the total number of callbacks per week, separated by environment

Top Clients YTD

Lists the top 20 clients by number of callbacks processed in the current calendar year

Top Clients Last 4 Weeks

Lists the top 20 clients by number of callbacks processed in the last four weeks

Commercial Callbacks

Total count metrics

Several metrics are displayed near the top of the section:

• YTD Callbacks
• YTD Callback Calls
• YTD Customers

Weekly Callbacks by Type

Compares the total number of ASAP and scheduled callbacks per week compared to an average of the previous four weeks

Callbacks by Type

Shows the ratio of ASAP to scheduled callbacks

Last Week's Outcomes

Shows the ratio of callback outcomes for the prior week

Last Week's Daily Outcomes

Breaks down the ratio of outcomes for each day of the prior week

Callbacks Last Week

The total number of callbacks processed in the prior week

Commercial Callbacks Growth

Compares the total number of callbacks each day in the prior week, two weeks ago, and last year

W/W % Growth

Shows the growth percentage in callbacks compared to the prior week

Y/Y % Growth

Shows the growth percentage in callbacks compared to the prior year

Last Week's Callback Sources

Shows the ratio of callback sources between Digital and Voice for the prior week

Percentage growth metrics

Several metrics are displayed in a row:

• YTD YoY Growth - Voice
• Total YoY Growth - Voice
• YTD YoY Growth - Digital
• Total YoY Growth - Digital

Cumulative Voice Callbacks

Compares the total cumulative voice callbacks this year to the prior year

Cumulative Digital Callbacks

Compares the total cumulative digital callbacks this year to the prior year

Messaging

Total count metrics

Several metrics are displayed near the top of the section:

• Total Messages This Year
• Total Gov Messages
• Total Commercial Messages

All Messages

Compares the total cumulative messages for this year to the prior year

Message Types

Shows the total number of messages per week, broken down by type

Total Messages Last Week

Count of total messages sent in the prior week

Message Growth

Compares the total number of messages each day in the prior week, two weeks ago, and prior year

Percentage growth metrics

Several metrics are displayed in a row:

• W/W % Growth
• Y/Y % Growth

Messages Last Week

Shows the ratio of message types for the prior week

Top 20 Messaging Clients - YTD

Shows the top 20 clients by number of messages in the current year, with government users grouped into a "Gov" client

Top 20 Messaging Clients - Last 4 Weeks

Shows the top 20 clients by number of messages for the past four weeks, with government users grouped into a "Gov" client

Client Activity

The Client Activity dashboard analyzes all "events" that occurred for the specified client(s). This includes events related to callbacks, messaging, and the platform itself. Think of this dashboard as a more detailed and analytical version of the Audit Report. While the Audit Report lists event sequentially, this dashboard presents data in the form of charts, graphs, and tables for deeper analysis.

Consult the following descriptions to learn more about the metrics on the Client Activity dashboard.

Total count metrics

Several metrics are displayed near the top of the dashboard:

• Total Events
• Total Clients
• Total Callback Events
• Total Messaging Events
• Total Platform Events

Audit Log Events

A line chart comparing the number of Callback, Messaging Gateway, and Platform events

Callback

Automated vs. Manual Events

Two charts showing the ratio of automated (yes) to manually initiated (no) events and comparing the number of create, delete, and update events between them

Client vs. Mindful Events

Two charts showing the ratio of events initiated by Mindful staff to events initiated by client users and comparing the number of create, delete, and update events between them

Callback Objects

A chart and a table showing the number of events pertaining to different objects (Call Targets, Media Sets, Business Units, etc.), as well as a breakdown of create, delete, and update events for each object

Callback Objects Over Time

A line chart comparing the number of events pertaining to different objects

Clients

A table listing each client in the current data set along with metrics provided earlier in the dashboard

Messaging

Mindful vs. Client

Two charts showing the ratio of messaging events initiated by Mindful staff to events initiated by client users and comparing the number of create, delete, and update events between them

Object Types

A chart and a table showing the number of messaging events, as well as a breakdown of create, delete, and update events between them.

Platform

Mindful vs. Client

Two charts showing the ratio of platform events initiated by Mindful staff to events initiated by client users and comparing the number of create, delete, update, and user authentication events between them

Object Type

A chart and a table showing the number of events related to updating user accounts or user roles, as well as a breakdown of create, delete, and update events between them.

Sprint Review dashboard

The Sprint Review dashboard provides the kind of big-picture usage metrics that the Mindful team discusses internally in sprint review meetings. This dashboard presents statistics and volume across callback, messaging, API, and Insights requests.

Consult the following descriptions to learn more about the metrics on the Sprint Review dashboard.

Mindful Callback

Total count metrics

Several metrics are displayed near the top of the dashboard:

• Total Callbacks
• Total Clients

Top Clients

Lists the top 20 clients by number of callbacks processed

Cumulative Callbacks

A cumulative graph of callbacks processed within the specified date range, separated by environment

Callbacks by Env

Compares the ratio of cumulative callbacks by environment

x Volume by Environment

Compares the percentage of total volume represented by different Mindful environments

x Weekly Volume by Environment

Compares volume by week between the environments included in the data set

Gov Callbacks

Total count metrics

Several metrics are displayed near the top of the section:

• Gov Callbacks
• Callbacks Y/Y

Callbacks % Growth Y/Y

Displays the percentage growth in total callbacks compared to the prior year

Weekly Gov Callbacks

Displays total callbacks in the government environment per week

Commercial Callbacks

Total count metrics

Several metrics are displayed near the top of the section:

• Commercial Callbacks
• Callbacks Y/Y

• Total Customers

Callbacks % Growth Y/Y

Displays the percentage growth in total callbacks compared to the prior year

Weekly Volume by Source

Compares volume by week between Digital and Voice

Callback Sources

A breakdown of callback sources between Digital and Voice

Messaging

Total count metrics

Several metrics are displayed near the top of the section:

• Total Messages

• Total Clients

Messaging Clients

Lists the top clients by message volume, with government users grouped into a "Gov" client

Cumulative Messages

A cumulative graph of messages sent within the specified date range

Messages by Environment

Compares the ratio of messages sent for the Commercial vs. Government environments

Gov Messages

Gov Messages

Shows the total number of messages sent for government organizations

Messages Y/Y

Shows the year-over-year change in messages sent for the selected period

Messages % Growth Y/Y

Displays the percentage growth in total messages compared to the prior year

Weekly Gov Messages

Shows message volume by week within the specified date range

Commercial Messages

Commercial Messages

Shows the total number of messages sent for commercial organizations

Messages Y/Y

Shows the year-over-year change in messages sent for the selected period

Messages % Growth Y/Y

Displays the percentage growth in total messages compared to the prior year

Total Customers

Shows the total number of clients included in the data set

Weekly Message Volume

Compares message volume by week

Message Origin

A breakdown of the sources of message requests between Notification Services and Mindful Messaging

API

Total Requests Over Time

A bar graph showing the total number of requests over time while comparing the types of requests received

Total count metrics

Several metrics are displayed near the top of the section:

• Total Requests
• Clients Making Requests

Requests by Endpoint

Compares the number of requests for each endpoint

Requests by Method

Compared the number of requests represented by different HTTP methods

Top 20 Clients

Lists the top 20 clients by number of API requests

Insights

Total count metrics

Several metrics are displayed near the top of the section:

• Total Clients
• Total Users
• Dashboard Runs

Runs by Dashboard

Compares the percentage of dashboard runs for each Insights dashboard

Dashboards Over Time

A bar graph showing the total number of dashboard runs over time between the different dashboards in the data set

Runs by Client

A sortable table listing the top clients by several metrics:

• Manual runs
• Download runs
• Scheduled runs
• Enabled jobs
• Tile interactions

Take Rate Analysis

The Take Rate Analysis dashboard reveals the percentage of callback opportunities that resulted in customers accepting callback offers. This dashboard does not cover callback outcomes, but rather is focused on the effectiveness of callback offers among different ECBT time frames and days.

Consult the following descriptions to learn more about the metrics on the Take Rate Analysis dashboard.

Total count metrics

Several metrics are displayed near the top of the section, showing how many opportunities we had for offering callbacks and how many callback offers were accepted:

• Callback Opportunities

• Callback Requests

Percentage metrics

Several percentage-based metrics are displayed near the top of the section:

• Aggregate Take Rate

• Aggregate Incomplete Rate (still indicates acceptance, even though registration was not complete)

• Aggregate Acceptance Rate (Take Rate + Incomplete Rate)

• Aggregate Hold Rate

Acceptance Rate by ECBT

Plots three data points within different ECBT time frames to show how the expected wait time affects the take rate:

• Number of callback opportunities

• Acceptance Rate

• Chose Hold Rate

Avg ECBT (Minutes)

The average ECBT throughout all calls in the data set

Acceptance Rate Over Time

Plots four data points across individual days to show trends over time:

• Number of callback opportunities

• Acceptance Rate

• Chose Hold Rate

• Avg ECBT (minutes)

Call Targets

Lists all Call Targets in the data set in a sortable table, allowing you to rank Call Targets on criteria such as the take rate, average ECBT, and more.

Cross-Client Take Rate

The Cross-Client Take Rate dashboard ranks all clients within the specified timeframe in terms of their take rate, chose hold rate, and number of callback opportunities.

Consult the following descriptions to learn more about the metrics on the Cross-Client Take Rate dashboard.

Total count metrics

Several metrics are displayed near the top of the section:

• Clients

• Total Callback Opportunities

• Total Callback Requests

Percentage metrics

Several percentage-based metrics are displayed near the top of the section:

• Aggregate Take Rate (Take Rate + Incomplete Rate)

• Acceptance Rate

Chose Hold Rate

Ranks clients according to the Chose Hold rate in different ECBT time frames.

Acceptance Rate

Ranks clients according to the Acceptance rate in different ECBT time frames.

Callback Opportunities

Ranks clients according to the number of callback opportunities in different ECBT time frames.

Callback Pacing

The Callback Pacing dashboard reveals the relationship between changes in pacing-related configuration, punctuality, and callback outcomes. This dashboard can be used to gain insight into the effectiveness of different callback pacing strategies over time.

The three pacing-related settings are Max Queue Depth, Max Active Calls, and Minimum Callback Delay.

Consult the following descriptions to learn more about the metrics on the Callback Pacing dashboard.

Callback Pacing graph

Plots four data points together on a combined line-and-bar graph to show how the pacing-related settings changed over time and how often they were changed:

• Avg Max Active Calls

• Avg Max Queue Depth

• Avg Minimum Callback Delay

• Number of configuration events

Avg ECBT

Displays the average ECBT within the specified timeframe for ASAP callbacks only

Avg ASAP Response Time

Displays the average response time for ASAP callbacks for which at least one attempt was made

Punctuality

Displays the average punctuality for ASAP callbacks for which at least one attempt was made

Avg ECBT vs Avg Response Time

Plots three data points together to show the relationship between the average ECBT (in minutes), the average response time (in minutes), and the average punctuality at the selected interval.

Pacing Event Log

Lists all pacing-related configuration changes in a sortable table, including the users who made each change

Automated vs Manual Events

Compares the ratio of manual configuration changes (made in the UI) and automated changes (Smart Rules or API) to pacing-related settings

Mindful vs Client

Compares the ratio of configuration changes made by Mindful Callback staff and those made by client users (client changes include Smart Rules and API requests)

Return Call Service Level (RCSL)

Compares the ratio of RCSL values among the following categories:

• 30 seconds or less

• 31 to 60 seconds (inclusive)

• 60 seconds or more (exclusive)

RCSL Over Time

Plots the average RCSL and the percentage of callbacks with an RCSL of 60 seconds or less in a single graph

Outcomes by Estimated Callback Time Accuracy

Compares the final outcomes of callbacks that were made early, on-time, and late according to the ECBT, showing how punctuality affected callback outcomes

Success Rate by Estimated Callback Time Accuracy

Shows the success rate of callbacks within different categories of punctuality:

• Two to five minutes early

• One minute early to one minute late

• 16 to 30 minutes late

Call Volume Timeline

Compares the number of inbound (registered) callbacks to processed (dialed) callbacks over time

Mindful Forecast

The Mindful Callback Forecast dashboard shows the forecast and used conversations for a selected period for all clients, including the government instance. You can use this dashboard to compare the expected number of conversations this year to the actual number of conversations in the prior year.

Consult the following descriptions to learn more about the metrics on the Mindful Callback Forecast dashboard.

Total count metrics

Several metrics are displayed near the top of the section:

• Total Conversations

• Remaining Forecasted

• Total Forecasted

Forecast

Plots the total number of conversations used year-to-date, with a forecast extending to the end of the year, alongside the prior year's volume

Clients

A sortable table listing the top clients by total conversations and remaining forecast conversations, with government users grouped into a "Gov" client