Insights dashboards calculations

Understand and apply the key metrics and calculations used in the Insights Dashboards.

This article applies to The Insights Dashboards. It outlines a number of data points related to Mindful Callback. The following table defines the calculations used to determine some key metrics housed in the dashboards.

MetricDefinitionCalculation
Queue Time SavedThe amount of time between a callback request and when the callback is fulfilled (in theory, the amount of time a customer would be waiting on hold for an available agent)Response Time
4-Week GrowthPercent change in the number of callbacks the past four weeks compared to the four weeks priorLast 4 Weeks divided by 4 Weeks Prior
4-Week Growth (Nom)Change in the net total number of callbacks the past four weeks compared to the four weeks priorLast 4 Weeks minus 4 Weeks Prior
Call Early/LateAmount of time between when the callback was made and when it was estimated to be made. Early calls are represented with a negative number of minutes, and late are positive. On-time calls are made exactly when they are scheduled for.Time call was made minus Time call was estimated for
Last Week GrowthPercent change in the number of callbacks in the past 7 days compared to the prior 7 daysLast Week divided by Prior Week
Last Week Growth (Nom)Change in net total number of callbacks the past 7 days compared to the prior 7 daysLast Week minus Prior Week
Avg PartsWhen messages are too long, they are split into parts (which is ultimately how Mindful is billed for messages)Total Parts divided by Total Messages
Avg Callbacks Per CustomerA measure of how many repeat callbacks are made by customers (helpful in determining if customer needs are being met without the need for additional callbacks)Total Callbacks divided by Total Phone Numbers
Avg Retries/CustomerA measure of how many retries are being made (helpful in determining if there are issues with the call center, agents, or the Mindful system that need to be addressed)Total Retries divided by Total Phone Numbers
Return Call Service Level (RCSL)The amount of time it takes for an agent to begin speaking to a customer after the callback is made/processed (only applies to successful calls)Time of agent pick up minus Time of customer pick up
Mindful Take RatePercentage of customers who chose Mindful callback. This can depend on how calls are routed through Mindful. If calls are only routed to Mindful after a callback is requested, Take Rate will be nearly 100%.Successfully Registered Callbacks divided by Total Callback Opportunities (when someone is presented with a callback)
Unique CustomersCount of unique phone numbersN/A
Handle TimeThe amount of time a call is actively engaging a customer's time and attentionHold Time plus Talk Time
Call ProcessedThe time at which a callback is fulfilledN/A
Call CreatedThe time at which a callback request is madeN/A
Repeat CustomersPhone numbers that are associated with more than one callback over selected periodN/A
Outcome Results (table)Breakdown of callback metrics by outcome; an attempt to show possible reasons for callback outcomesN/A
Retry Attempts (chart)Breakdown of retries by outcome (can be helpful in dialing in the number of retries needed to satisfy available customers)N/A