Metrics

At the top of the page, you can view performance metrics such as Average Response and Average Talk Time.

Note:

By default, Outcomes and Call Volume Timeline are graphical displays of the data (Chart View). If you would prefer to see the data in table form, click the Table View button located above the Call Volume Timeline. The example below shows the table view:

Filters

On the Callback Overview page, you can filter by Call Target or Category, and you have the option to include all call attempts.

• Filter by Call Target or Category — Click this dropdown menu to limit your search to a specific Call Target or reporting category.

• Include all call attempts — Select this box if you would like the report to include all call attempts, including retries, failures, and incomplete attempts.

  See below for more details on how Include all call attempts affects each metric on the page:

  Metric	Impact when selected	Impact when not selected
  Avg Response	Only the last attempt is included. For callbacks with multiple attempts, Avg Response compares the final retry's dispatch time to the moment the caller is connected with an agent.	The first attempt and all retries are included. The value for each attempt compares that attempt's dispatch time to either the moment the caller was connected with an agent or the moment the attempt ended.
  Avg Punctuality	Only the first attempt is included.
  Avg Wait	For successful callbacks, only the last attempt is included. For unsuccessful callbacks, no value is captured. For Agent First callbacks, agent hold time during failed attempts is considered, as well.	For successful callbacks, only the last attempt is included. For unsuccessful callbacks, no value is captured.
  Avg Talk	For successful callbacks, only the last attempt is included. For unsuccessful callbacks, no value is captured.

Avg Response

The Avg Response metric displays the average time between the moment a callback is registered and the moment it is launched. This metric includes retries in addition to first attempts.

The calculation for Avg Response does not begin at the moment that a callback is connected, but rather when it is launched.

Example

If the Avg Response metric reads 00:04:16, that indicates that it takes an average of 4 minutes and 16 seconds for a callback to launch after it is registered.

Avg Punctuality

The Avg Punctuality metric displays the callback punctuality on a rolling 24-hour basis.

Punctuality is considered to be at 100% if all callbacks were made within a range of 20% earlier or later than the Estimated Callback Time (ECBT) at the time the callback was registered.

When Announce ECBT is enabled, customers will hear an estimated time quoted with a 20% buffer above and below the actual calculated time. There is also a three minute buffer on each end of the ECBT built-in for punctuality purposes.

Example

In this example, a customer calls in when the ECBT is 10 minutes.

• 10 minutes + 20% (2 minutes) + 3 minute buffer = 15 minutes

• 10 minutes - 20% (2 minutes) - 3 minute buffer = 5 minutes

In this case, the customer will hear "You can expect a callback between 8 and 12 minutes from now" (the ECBT +/- 20%). However, the system considers a callback occurring within 5-15 minutes (the ECBT +/- 20% and +/- 3 mins) to be punctual

Avg Wait

The Avg Wait metric displays two values: the average time customers waited on hold for agents and the average time agents waited on hold before connecting to a customer call.

Wait time for agents ends when both parties are connected or the call attempt fails. If the call goes to a customer's voicemail, the metric includes time spent waiting while the attempt times out.

Avg Talk

The Avg Talk metric represents the average time that agents spend speaking with customers.

Talk time begins when an agent and customer are connected and ends when one of them disconnects. The calculation does not include wait time, but only the time spent talking while connected.

Example

• A callback is connected at 4:30:00 P.M., then the caller waits on hold for 30 seconds.

• The caller is connected with an agent at 4:30:30 P.M. Talk time begins at this point.

• The call ends at 4:40:00 P.M. Talk time ends at this point.

In this case, the Talk time would be 9 minutes and 30 seconds (from 4:30:30 to 4:40).

Outcomes graph

The outcomes graph compares the number of calls with specific final outcomes as a percentage of total calls, broken into the following categories:

Unavailable

The customer was unavailable when called back.

Success

The callback succeeded.

Abandon

The customer abandoned the call before speaking with an agent.

Chose Messaging

The customer chose to transition to messaging.

Not Completed

No callback was made because the registration process was not completed successfully.

Chose Hold

The customer chose to hold.

Canceled

The callback was cancelled.

Failure

The callback failed.

To view additional details about the final results that contributed to a particular outcome, you can click the dropdown menu above the graph and select any listed outcome. When a specific outcome is selected, you will see a breakdown of the final results of all callbacks that contributed to that outcome.

For an explanation of which callback events contribute to which outcomes on the graph, see Understanding call detail events and outcomes.

Call Volume Timeline

The Call Volume Timeline displays the total number of inbound calls and outbound callbacks processed within the last 24 hours. The y-axis represents the number of calls and the x-axis represents the time of day.

The Calls Processed metric considers all attempts to be a single call. For example, a callback with one attempt and a callback with three retries would both be considered a single call processed.