Callback executive summary
Learn how to analyze callback statistics and utilize features of the Executive Summary report.
Quick access: Insights > Executive Summary
The Callback Executive Summary dashboard displays callback statistics for all Call Targets in your Organization. Within this report, you can view the total number of callbacks offered to customers. Within each channel (Voice and Digital), you can view the number of offers accepted and their final outcomes.
Check out the following video for an overview of the Callback Executive Summary dashboard.
Filters and Downloads
To learn more about the filtering and sorting options available in Insights, as well as options for downloading and scheduling reports, see Insights filters and downloads.
Chart Drill-down Capabilities
All of the graphical displays on the Insights dashboards include the ability to drill down into the data represented on the graph, allowing you to see specific and customized views of the data. The example below explains how to drill down into a graph from the Executive Summary dashboard, but this process can be applied to any graphical display on any Insights dashboard.
Hover over the section of the graph that you would like to drill down into. In this example, the Voice section of the graph is the area of interest. A pop-up describing the section of the graph will appear.
Click on the selected section of the graph. A menu listing the different drill-down options will appear.
Select the drill-down option of your choice. In this example, by Call Target Name is selected. A visualization of the data will appear. If you would prefer to see the data presented as a table, click the Table button.
To download the data, click the Download button in the upper right corner. A modal will appear. From this modal, you can configure your desired file format. Expand the Advanced data options to configure additional options.
When ready, click the Download button.
Aggregate Graphs
The Executive Summary report contains two graphs of aggregated call data:
- The Aggregate Volume graph provides an overview of callbacks separated into two channels.
- The Aggregate Outcomes graphs reveal patterns in the final outcomes of callbacks. Here you can see an overview of how many callbacks successfully connected with customers and how the calls ended.
In both graphs, each data point is shown as a percentage of the whole in addition to a raw volume number. You can view these numbers listed near the graphs or hover over any section of the graphs to view the data in a tooltip.
Aggregate Volume Graph
The Aggregate Volume graph displays an overview of calls handled by Mindful Callback. Calls are separated into the Voice and Digital channels.
- The Presented with Callback tile shows the total number of calls included in the graph data.
- Within each channel (Voice or Digital), you can view the number and percentage of callers who requested a callback, chose to hold, or failed to complete the callback registration process.
Consult the following table to learn more about each category in the Aggregate Volume graph.
| Category | Description |
|---|---|
| Voice Channel | |
| Requested Callback |
|
| Chose Hold |
|
| Incomplete Registration | Offers that were not successfully registered due to a lack of information provided by customers in the voice menu |
| Chose Messaging | Customers who chose to transition to a messaging conversation |
| Digital Channel | |
| Requested Callback |
|
Aggregate Outcomes Graph
The Aggregate Outcomes graph displays the final results of callback interactions. The data is separated into calls that were successfully reconnected with customers and those that were not.
- The Requested Callback data point shows the total number of calls for which a callback was requested. This includes all possible channels.
- The Reconnected section separates calls into those during which the customer spoke with an agent, those that were canceled by the customer after reconnecting, and those that were abandoned by the customer after reconnecting.
- The Not Reconnected section shows the final state of each call that was not reconnected with a customer due to a cancelation, technical failure, or an unavailable customer.
- The Pending section shows the number of callbacks that are currently awaiting launch.
Consult the following table to learn more about each category in the Aggregate Outcomes graph.
| Category | Description |
|---|---|
| Reconnected | |
| Spoke to Agent | Successful interactions in which customers spoke with agents |
| Canceled | Callbacks that were canceled by customers after reconnecting |
| Abandoned | Callbacks that were abandoned by customers after reconnecting |
| Not Reconnected | |
| Unavailable | Callbacks that reached the maximum number of retries allowed for any reason |
| Failure | Possible technical issues or telephony-related failures prior to reconnecting with customers |
| Digital Cancellation | Callbacks canceled via the Scheduler API |
| Admin Cancellation | Callbacks canceled by an Administrator in the Mindful Callback user interface |
Stats by Call Target
In the Executive Summary dashboard, the Call Target table combines some of the data from the Aggregate Volume and Aggregate Outcomes graphs with additional performance metrics for each Call Target in your Organization. Just like the graphs, the data in this section only includes the final call attempt for each interaction.
Consult the following table for descriptions of the data in each column of the table.
| Column | Description |
|---|---|
| Call Target | Displays the name of the Call Target associated with each row |
| Presented With Callback | Shows the number of customers who were presented with callback across the Voice, Messaging, and/or Digital channels |
| Callback Requests | Displays the number of callbacks requested for each Call Target |
| Reconnected | Shows the number of callbacks that were successfully reconnected with customers |
| Not Reconnected | Shows the number of callbacks that were not successfully reconnected |
| Reconnect % | Shows the percentage of total callback requests that were reconnected A value of 85%-90% is ideal for the Reconnect % statistic. |
| Choose Hold | Displays the number of callers who chose to wait on hold for an agent rather than register a callback |
| Choose Messaging | Displays the number of callers who chose to receive an SMS message rather than register a callback |
| RCSL < 30s | Displays the percentage of calls in which a customer connected with an agent in less than 30 seconds |
| RCSL < 60s | Displays the percentage of calls in which a customer connected with an agent in less than 60 seconds |
| RCSL over 60s | Displays the percentage of calls in which a customer connected with an agent after more than 60 seconds |
| Avg Customer Hold Time (Secs) | Shows the average customer wait duration in seconds |
| Avg Agent Wait | Shows the average agent wait time in seconds |
| Queue Time Saved | Represents hold time prevented by utilizing Mindful Callback The value is calculated by multiplying the number of successfully reconnected callbacks with the Average Response time for callbacks during the period in question. Only ASAP callbacks are included, and only the first attempts. |
| Punctuality Rate | Shows the percentage of callbacks made within 20% of the Estimated Callback Time (ECBT) calculated at the time of registration |
| Avg Response Time Mins | Displays the average response time in minutes |
Drill down by segment
Click any Call Target name in the table to view a breakdown of stats by segment for that Call Target.
Callback Acceptance Rates and ECBT
We have performed an extensive analysis of real-world data to determine the impact of ECBT on callback acceptance rates. Our analysis shows that customers are more willing to accept a callback offer as the ECBT quoted to them increases. The following graph illustrates how the acceptance rate increases as the ECBT rises from three minutes to more than 30 minutes.
|
Call Volume and Call Experience Timelines
The Call Volume Timeline graph displays the total number of callbacks inbound (registered) and processed within the selected time period. The y-axis represents the number of calls and the x-axis represents the day (or week, depending on the selected time span).
The Call Experience Timeline graph quantifies the customer callback experience. This allows you to analyze numbers and trends that tell the story of customers' subjective experiences after they request a callback.
Key metrics are plotted side-by-side in a line graph to show the correlation of trends among several call-experience metrics. To hide one or more of the graphed lines, simply click on the name of the line that appears along the x-axis. To view the line again, click on the name.
- Response Time: The average time (in minutes) between the moment a callback is registered and the moment it is launched
- Talk Duration: The average time (in minutes) that customers and agents spent speaking while connected to the call
- Hold Time: The average time that customers waited on hold for an agent
- Punctuality: The accuracy of the Estimated Callback Time (ECBT), determined by comparing the ECBT to the actual callback time for each call
Each of these metrics provides a strategic insight into the customer experience and can help you to fine-tune your Call Target configuration. However, looking at the metrics together and understanding the correlation between them can be even more useful. For each call listed on the x-axis, you can see how long the system took to launch a callback, how accurate the callback time prediction was, how long the customer waited on hold after being called back, and how long it took the agent to resolve the customer's request.
Looking at these points together can give you a complete understanding of what the customer experienced. Looking at trends between the correlation of the different metrics can help you to identify potential issues early and make adjustments as needed.
