Report Results Glossary

Results with %


Term	Description	Report type	Report
%	Generic column heading representing a percentage.	System Reports	Return Call Take Rate by EWT
% 1st Attempt	% of return calls that were successfully reconnected on the first attempt.	Performance Reports	Successful Reconnect Attempts by Type
% 2nd Attempt	% of return calls that were successfully reconnected with a caller on the second attempt.	Performance Reports	Successful Reconnect Attempts by Type
% 3rd Attempt	% of return calls that were successfully reconnected with a caller on the third attempt.	Performance Reports	Successful Reconnect Attempts by Type
% 4 or More Attempts	% of return calls that were successfully reconnected with a caller on or after the fourth attempt.	Performance Reports	Successful Reconnect Attempts by Type
% Abandon	% of successfully reconnected return calls that abandoned (callers most likely hung up the phone) while in the ACD Queue.	Performance Reports	Executive Summary Executive Summary by Interval Return Call Results
% Answering Machine	% of return calls that reached the maximum number of Answer Machine attempts (as determined by ASAP Callback > Settings > Settings & Retry Parameters). See Settings & Retry Parameters for more information.	Performance Reports	Return Call Results Unsuccessful Return Calls by Area Code
% Answering Machine		System Reports	Return Call Results Unsuccessful Return Calls by Area Code
% Appt	% of Appointment/scheduled return calls out of Total Return Calls.	Performance Reports	Appointment Results
% Bypassed Calls	% of callers who were not offered a return call due to all inbound licensed trunks being busy.	Performance Reports	Bypassed Calls
% Call Event Not Received	% of successfully reconnected return calls where the Virtual Hold system did not receive the expected final call events from the ACD, and as a result could not be marked as abandon or answered calls.	Performance Reports	Executive Summary Return Call Results
% Cancel Original and Disconnect	% of repeat callers who opted to cancel their original callback times and hang up.	Performance Reports	Executive Summary
% Cancelled	% of successfully reconnected return calls where the callers chose the option to cancel the calls before entering the ACD Priority Queue.	Performance Reports	Executive Summary Executive Summary by Interval Return Call Results
% Connected to an Agent	% of successfully reconnected return calls that were connected with an agent.	Performance Reports	Executive Summary Executive Summary by Interval Return Call Results
% Hold	% of requests to remain on hold received by Virtual Hold (includes Choose Hold and No Response Hold calls).	Performance Reports	Executive Summary Executive Summary by Interval
% Kept Original Call	% of repeat callers who opted to keep their original callback times, rather than cancel the callbacks and remain on hold.	Performance Reports	Executive Summary
% Max Busy	% of return calls that reached the maximum number of busy attempts allowed (as determined by ASAP Callback > Settings > Settings & Retry Parameters). See Settings & Retry Parameters for more information.	Performance Reports System Reports	Return Call Results Unsuccessful Return Calls by Area Code
% Max No Answer	% of return calls that reached the maximum number of No Answer attempts allowed (as determined by ASAP Callback > Settings > Settings & Retry Parameters). See Settings & Retry Parameters for more information.	Performance Reports System Reports	Return Call Results Unsuccessful Return Calls by Area Code
% Max Total Attempts(% Max Combo)	% of return calls that reached the maximum number of total attempts to reach the caller (as determined by ASAP Callback > Settings > Settings & Retry Parameters). Max Total Attempts can be a combination of Busy Attempts, No Answer Attempts, Answering Machine attempts, and Try Again attempts, without hitting the max setting for any of the individual items. See Settings & Retry Parameters for more information.	Performance Reports System Reports	Return Call Results Unsuccessful Return Calls by Area Code
% Max Try Again	% of return calls that reached the maximum number of Try Again attempts (as determined by ASAP Callback > Settings > Settings & Retry Parameters). Try Again attempts include: Max Invalid Response, Outbound Abandon, Fax Tone Received, No Ringback, No Response, No Dial tone, No IVR Response. See Settings & Retry Parameters for more information.	Performance Reports System Reports	Return Call Results Unsuccessful Return Calls by Area Code
% Return Calls	% of return call requests out of all calls receiving the option to receive a Virtual Hold callback.	Performance Reports	Executive Summary Executive Summary by Interval
% Successful Reconnect	% of return calls that were: Connected to an Agent. Cancelled (by the caller) Abandoned (the caller hung up after being transferred to the ACD Queue) Call Event Not Received (Virtual Hold did not receive the final call event from the ACD)	Performance Reports	Executive Summary Executive Summary by Interval Return Call Results
% Transfer Error	% of calls where Virtual Hold did not receive the anticipated ACD event signaling a successful transfer of the return call to the ACD Priority Queue.	Performance Reports	Return Call Results Unsuccessful Return Calls by Area Code
% Unsuccessful	% of return calls that were unsuccessful in reaching a caller.	Performance Reports	Executive Summary Executive Summary by Interval
% Xfer to Hold	% of repeat callers who opted to cancel their original callback times and be transferred to the end of the ACD Holding Queue.	Performance Reports	Executive Summary
% Xfer to Top	% of repeat callers whose remaining hold time was less than the Callback Double Check - Time Remaining Threshold. These callers were automatically transferred to the ACD Priority Queue to speak to the next available agent.	Performance Reports	Executive Summary

Results with +/-


Term	Description	Report type	Report
+/- 0-3 Minutes	Total number of return calls that had initial (1st attempt) callback times between 0 and 3 minutes (+/- variance) of the Estimated Wait Times (EWT) that were announced to the callers.	Performance Reports	Punctuality by Interval Punctuality by Minutes
+/- 3-5 Minutes	Total number of return calls that had initial (1st attempt) callback times between 3 and 5 minutes (+/- variance) of the Estimated Wait Times (EWT) that were announced to the callers.	Performance Reports	Punctuality by Interval Punctuality by Minutes
+/- 5-10 Minutes	Total number of return calls that had initial (1st attempt) callback times between 5 and 10 minutes (+/- variance) of the Estimated Wait Times (EWT) that were announced to the callers.	Performance Reports	Punctuality by Interval Punctuality by Minutes
> +/- 10 Minutes	Total number of return calls that had initial (1st attempt) callback times greater than 10 minutes (+/- variance) of the Estimated Wait Times (EWT) that were announced to the callers.	Performance Reports	Punctuality by Interval Punctuality by Minutes
+/- 20%	Total number of return calls that had initial (1st attempt) callback times that were less than or equal to 20% (+/- variance) of the Estimated Wait Times (EWT) that were announced to the callers.	Performance Reports	Punctuality by Interval Punctuality by Minutes
> +/- 20%	Total number of return calls that had initial (1st attempt) callback times that were greater than 20% (+/- variance) of the Estimated Wait Times (EWT) that were announced to the callers.	Performance Reports	Punctuality by Interval Punctuality by Minutes

Results with numbers


Term	Definition	Report type	Report
1st Attempt	Total number of return calls that successfully reconnected on the first attempt.	Performance Reports	Appointment Results Successful Reconnect Attempts by Type
2nd Attempt	Total number of Return Calls that successfully reconnected on the second attempt.	Performance Reports	Appointment Results Successful Reconnect Attempts by Type
3rd Attempt	Total number of Return Calls that successfully reconnected on the third attempt.	Performance Reports	Appointment Results Successful Reconnect Attempts by Type
4 or More Attempts	Total number of Return Calls that successfully reconnected on or after the fourth attempt.	Performance Reports	Appointment Results Successful Reconnect Attempts by Type

Results with A


Term	Description	Report type	Report
Abandon	Total number of return calls abandoned while in the Priority Queue.	Performance Reports	Return Call Results
Abandoned in the Queue	Total number of return calls abandoned while in the Priority Queue.	System Reports	Return Call Phone Numbers
After Hours	Number of callers who called while the system was in AfterHours mode. See Call Flow > Treatment > Operation Mode > AfterHours for more information.	Performance Reports	Executive Summary Executive Summary by Interval
After Hours Appointment	Total number of callers who scheduled a callback appointment while the system was in After Hours mode. See Call Flow > Treatment > Operation Mode > After Hours for more information.		Appointment Results
Agent Answer Time	The time that an agent answered the call.		Punctuality by Minutes Punctuality by Percentage
Agent Result	The result of the agent side of an Agent Priority callback: success - the agent and caller were joined failed - an agent failed to answer the call disconnected - an agent was disconnected from the call unknown - an error occurred which could not be identified by Agent Priority Note: Agent Priority is available for IVG (Avaya, Cisco, and Genesys).		Agent Priority Detail
All Return Calls	Total number of callers who opted to receive a return call. Includes: ASAP Callbacks ASAP Callbacks via Web Appointment Appointment via Web calls	Performance Reports	Executive Summary Executive Summary by Interval Return Call Results
All Return Calls		System Reports	Unsuccessful Return Calls by Area Code
Announced EWT	Amount of wait time quoted to a caller upon entering the VHT Callback^®system. EWT shows in seconds on the report, but callers hear minutes announced. Shown on individual queue pages.	Performance Reports	Punctuality by Minute Punctuality by Percentage
Answering Machine	Total number of return call attempts answered by an answering machine or voicemail.	System Reports	Max Try Again Detail
Application ID	This table houses the application IDs configured in the switch for routing and reporting purposes. Only found in these environments: Aspect TIAL_ICM Cisco UCCE_ICM	Performance Reports	All, except Agent Priority Details
Application ID		System Reports	All, except Unsuccessful Return Calls by Area Code
Appointment	Total number of callers who requested an Scheduled Callback.	Performance Reports	Appointment Results Executive Summary Return Call Results Successful Reconnect Attempts by Type
Appointment via Web	Total number of users who requested return calls through a website connected to the VHT Conversation Bridge^® application.	Performance Reports
Area Code	The area code of the return call.	System Reports	Unsuccessful Return Calls by Area Code
ASAP Callbacks	Total number of callers who requested return calls through ASAP Callback option and the VHT Conversation Bridge application.	Performance Reports	Executive Summary Return Call Results Successful Reconnect Attempts by Type
ASAP Callbacks via Agent Assist (8.8.4 or later)	Total number of callbacks scheduled through Agent Assist.
ASAP Callbacks via Web	Total number of users who requested return calls through a website connected to VHT Conversation Bridge application.
Average	Generic column heading representing the average value.	Performance Reports	Executive Summary Return Call Hold Time Return Call Hold Time by Interval
Average	Generic column heading representing the average value.	System Reports	Selection Times
Average Dollar Savings per Return Call	Average dollars saved per return call at the current inbound toll rate.	Performance Reports	Executive Summary
Average Dollar Savings per Return Call		System Reports	Saved Minutes
Average Return Call Hold Time	Average time return calls waited in the Priority Queue before speaking to an agent. Calculated from calls that connected to an agent.	Performance Reports	Executive Summary by Interval
Average Saved Minutes / Return Call	Average saved minutes per return call.	Performance Reports	Executive Summary
Average Saved Minutes / Return Call	Average saved minutes per return call.	System Reports	Saved Minutes

Results with B


Term	Description	Report type	Report
Busy Signal	Total number of return call attempts that received a busy signal	System Reports	Max Try Again Detail
Bypassed Calls	Total number of callers who were not offered a return call due to all inbound licensed trunks being busy.	System Reports	Bypassed Calls

Results with C


Term	Description	Report type	Report
Call Event Not Received	Total number of reconnected return calls where the VHT Callback^®system did not receive the expected final call events from the ACD. This resulted in calls not marked as abandon or answered calls.	Performance Reports	Outreach Results Return Call Results
Call Event Not Received		System Reports	Return Call Phone Numbers Exceptions
Call ID	A unique value assigned to each call in the VHT Callback system.	Performance Reports	Agent Priority Details Punctuality by Minute Punctuality by Percentage Return Call Hold Time
Call ID		System Reports	Bypassed Calls
Caller Abandoned	Return call where the caller hung up before being transferred to the Priority Queue.	System Reports	Max Try Again Detail
Caller Result	The result of the caller side of the Agent Priority callback.	Performance Reports	Agent Priority Details
CallFlow Timeout	Total number of calls where the exit event was not received from the CallFlow server.	System Reports	Exceptions
Calls	Generic column heading representing the number of calls.	System Reports	Return Call Take Rate by EWT Selection Times
Cancelled	Total number of return calls that connected, but callers canceled before joining the Priority Queue.	Performance Reports	Outreach Results Return Call Results
Cancelled - Unsuccessful Attempts	Total number of return calls that reached the maximum number of Retry Attempts (Maximum Total Failures) and were canceled by the system. See Call Flow > Retry Attempts > Maximum Total Failures for more information	System Reports	Return Call Phone Numbers
Connected to an Agent	Total number of return calls that were answered by an agent.	Performance Reports	Executive Summary Executive Summary by Interval Outreach Results Return Call Hold Time Return Call Hold Time by Interval Return Call Results

Results with D


Term	Description	Report Type	Report
Date	Generic column heading for the date of the event.	System Reports	Bypassed Calls (Detail) Calls Equalize Routed Unsuccessful Return Calls by Area Code
Date / Time	Date / Time for return calls	System Reports	Unsuccessful Return Calls by Area Code
DateBook	Number of callers who called while the system was in DateBook mode.	Performance Reports	Executive Summary Executive Summary by Interval
DateBook Appointment	Total number of callers who scheduled a callback while the system was in DateBook mode.	Performance Reports	Appointment Results

Results with E


Term	Description	Report type	Report
End Time	Timestamp of the final call event showing the call was ended	Performance Reports	Agent Priority Details

Results with F


Term	Description	Report type	Report
Fax Tone Received	Total number of return call attempts where the return call was answered by a fax machine	System Reports	Max Try Again Detail
Final Result Time	Timestamp of the final call event showing the call was ended	System Reports	Outreach Phone Numbers Return Call Detail by Phone Number

Results with G


Term	Description	Report type	Report
Generic Failure	The callback failed for an unknown reason	Performance Reports System Reports	All
Graceful Shutdown	Total number of callers who could not request a return call and were sent to the Holding Queue. This occurs when the VHT Callback^®system shuts down for maintenance.	System Reports	Exceptions

Results with H


Term	Description	Report type	Report
Handled Offsite	Total number of calls that were handled outside of the ACD that the VHT Callback® system was monitoring.	System Reports	Exceptions
Hold	Total number of callers who either chose to remain on hold or entered too many invalid responses. The total does not include calls that registered for Second Chance Callback.	Performance Reports	Executive Summary Executive Summary by Interval
Hold		System Reports	Return Call Take Rate by EWT
Hold Call Selection Time	Amount of time a caller remained in the call flow before choosing to remain on hold or entering too many invalid responses.	System Reports	Selection Times
Hold Transfer Error	Total number of inbound calls transferred to the Holding Queue that did not receive the successful transfer ACD event.	System Reports	Exceptions

Results with I


Term	Description	Report type	Report
In Time Start	Timestamp of when the VHT Callback systemreceived notice of a new incoming call.	Performance Reports	Punctuality by Minutes Punctuality by Percentage Punctuality by Time of Day
In Time Start		System Reports	Bypassed Calls
Initial Return Call Time	Timestamp of when the VHT Callback system launched the first attempt for a return call.	System Reports	Outreach Phone Numbers Return Call Detail by Phone Number

Results with M


Term	Description	Report type	Report
Max Answering Machine	Total number of return calls that reached the maximum number of Answer Machine attempts. See Call Flow > Retry Attempts > Maximum Answering Machines for more information	Performance Reports	Outreach Results Return Call Results
Max Answering Machine		System Reports	Unsuccessful Return Calls by Area Code
Max Busy	Total number of return calls that reached the maximum number of busy attempts allowed (as determined by ASAP Callback > Settings > Settings & Retry Parameters). See Settings & Retry Parameters for more information.	Performance Reports	Outreach Results Return Call Results
Max Busy		System Reports	Unsuccessful Return Calls by Area Code
Max Invalid Phone Number Entry	In all systems except those using the VXML Interaction Server (VIS), this value reports the total number of callers who were requesting a return call, but entered their phone number incorrectly too many times (as determined by ASAP Callback > Call Flow Settings > Call Flow Settings), and were subsequently transferred to the ACD Holding Queue. See Settings & Retry Parameters for more information. In systems using VIS, this value is not reported but is instead added to the number of callers who chose to remain on hold by making no selection or by making the maximum number of invalid responses.	System Reports	Exceptions
Max Invalid Response	Total number of return call attempts where the person answering the return call gave a voice acknowledgement, such as, "Hello", but then did not enter a touch tone response, or entered an incorrect response the max number of times allowed (as determined by ASAP Callback > Call Flow Settings > Call Flow Settings). Calls were subsequently disconnected. See Settings & Retry Parameters for more information.	System Reports	Max Try Again Detail
Max No Answer	Total number of return calls that reached the maximum number of No Answer attempts (as determined by ASAP Callback > Settings > Settings & Retry Parameters). See Settings & Retry Parameters for more information.	Performance Reports	Outreach Results Return Call Results
Max No Answer		System Reports	Unsuccessful Return Calls by Area Code
Max Total Attempts	Total number of return calls that reached the maximum number of total attempts to reach the caller (as determined by ASAP Callback > Settings > Settings & Retry Parameters). Max Total Attempts can be a combination of Busy Attempts, No Answer Attempts, Answering Machine attempts, and Try Again attempts, without hitting the max setting for any of the individual items. See Settings & Retry Parameters for more information.	Performance Reports	Outreach Results Return Call Results
Max Total Attempts		System Reports	Unsuccessful Return Calls by Area Code
Max Try Again	Total number of return calls that reached the maximum number of Try Again attempts (as determined by ASAP Callback > Settings > Settings & Retry Parameters). Try Again attempts include: Max Invalid Response, Outbound Abandon, Fax Tone Received, No Ringback, No Response, No Dial tone, and No IVR Response. See Settings & Retry Parameters for more information.	Performance Reports	Outreach Results Return Call Results
Max Try Again		System Reports	Unsuccessful Return Calls by Area Code
Maximum	Generic column heading representing the maximum value.	Performance Reports	Return Call Hold Time Return Call Hold Time by Interval
Maximum	Generic column heading representing the maximum value.	System Reports	Selection Times
Median	Generic column heading representing the median value.	Performance Reports	Executive Summary Return Call Hold Time Return Call - Hold Time by Interval
Median	Generic column heading representing the median value.	System Reports	Selection Times
Minimum	Generic column heading representing the minimum value.	Performance Reports	Return Call Hold Time Return Call - Hold Time by Interval
Minimum	Generic column heading representing the minimum value.	System Reports	Selection Times

Results with N


Term	Description	Report type	Report
No Agents Staffed	Total number of calls that failed the request for treatment from the ACD as a result of no agents staffed.	System Reports	Exceptions
No Answer	Total number of return call attempts to a phone number where there was no answer.		Max Try Again Detail
No Dial Tone	Total number of return call attempts where the outbound IVR did not receive a dial tone, and was unable to dial the return call phone number.		Max Try Again Detail
No EWT	Total number of calls that failed the request for treatment from the ACD as a result of failure to calculate a EWT.		Exceptions
No IVR Response	Total number of outbound attempts where the VHT Callback^®system was unable to initiate a return call because the outbound IVR did not respond.		Max Try Again Detail
No Response	Total number of return call attempts where the return call was answered, but the outbound IVR never received a voice acknowledgement from the person answering the phone, or did not receive a touch-tone response when prompting. The calls timed out and were subsequently disconnected.		Max Try Again Detail
No Ringback	Total number of return call attempts that were unsuccessful because the outbound IVR did not receive ringback from the central office. Ringback is the ringing noise you hear when you call someone, which lets you know the person's phone is ringing.		Max Try Again Detail
Number of Calls	Generic column heading representing the number of calls.		Return Call Take Rate by EWT

Results with O


Term	Description	Report type	Report
Outbound Abandon	Total number of return call attempts where the person answering the return call hung up the phone.	System Reports	Max Try Again Detail

Results with P


Term	Description	Report type	Report
Phone Number	The phone number entered by a caller when requesting a return call. This number is used by the system to make return calls.	Performance Reports	Agent Priority Details Punctuality by Minute Punctuality by Percentage Punctuality by Time of Day Return Call Hold Time
Phone Number		System Reports	Outreach Phone Numbers Return Call Detail by Phone Number
Punctuality	Punctuality is the difference in time between the Announced EWT (Projected Agent Answer Time) and the Initial Return Call Time. This metric evaluates when the caller expected a return call, and when the caller actually received the return call.	Performance Reports	Punctuality by Minute Punctuality by Percentage Punctuality by Time of Day

Results with Q


Term	Description	Report type	Report
Queue ID	The name of the queue that was initially called by the caller, such as "Customer Service."	Performance Reports	Agent Priority Details

Results with R


Term	Description	Report type	Report
RC & Hold Options Calls	Total number of calls that were received, including hold calls and return calls	Performance Reports	Executive Summary Executive Summary by Interval
Return Call - Hold Time	Amount of time that return calls waited in the Priority Queue before speaking to an agent. Calculated from calls successfully connected to an agent.	Performance Reports	Return Call Hold Time Return Call Hold Time by Interval
Return Call Hail Time	Amount of time callers were in the outbound IVR (receiving return calls). Times are measured from the moment the callers answered the phone, to the moment they were transferred to the Priority Queue, or the moment the calls ended by the callers canceling or rescheduling the return calls.	System Reports	Selection Times
Return Call Results	Final result of a return call.	System Reports	Outreach Phone Numbers Return Call Detail by Phone Number
Return Call Selection Time	Amount of time callers were in the inbound IVR scheduling return calls. Times are measured from the moment the callers entered the IVR, to the moment the calls ended, including the time it took to record the callers' names and phone numbers.	System Reports	Selection Times
Return Call Time	Timestamp when the VHT Callback^® system initiated the first attempt for a return call.		Current Appointments and Retries
Return Call Transfer Error	Total number of return calls where VHT Callback system attempted to transfer the call to the Priority Queue, but did not receive the anticipated ACD event signaling a successful transfer.	System Reports	Exceptions
Return Call Type	Return call request types include: ASAP Callback, ASAP Callback via Web, Appointment, and Appointment via Web.	System Reports	Return Call Detail by Phone Number
Return Calls	Total number of callers who opted to receive return calls when presented with the options to hold or receive a return call.	Performance Reports	Executive Summary Executive Summary by Interval
Return Calls		System Reports	Return Call Take Rate by EWT
Return Calls Only	Total number of callers who accepted the option of receiving a return call when only presented with the option to receive a return call.	Performance Reports	Executive Summary
Route Failure	Total number of calls where the route requests to the ACD were rejected.	System Reports	Exceptions
Route Timeout	Total number of calls where the route requests were accepted by the ACD, but the calls were never detected at the route destination by Virtual Hold.	System Reports	Exceptions
Route to Queue Time	Timestamp when a return call was transferred to the Priority Queue.	Performance Reports	Return Call Hold Time

Results with S


Term	Description	Report type	Report
Scheduled Retry Time	Time when a return call is retried due to an unsuccessful attempt. See Call Flow > Retry Attempts for more information.	Performance Reports	Current Appointments and Retries
Smart Purge Calls	Total number of calls that were handled by the Smart Purge feature. See Call Flow > Treatment > Smart Operation Mode for more information.		Smart Feature Summary
Smart Route by Calls in ACD Queue	Total number of calls that were handled by the Minimum Calls in ACD setting. See Call Flow > Smart Route for more information.
Smart Route by Calls in Virtual Queue	Total number of calls that were handled by the Maximum ASAP Callbacks feature. See Call Flow > Smart Route for more information.
Smart Route by EWT	Total number of calls that were handled by the Maximum EWT feature. See Call Flow > Smart Route for more information.
Smart Block Calls	Disabled
Start Time (Version 8.4.0 and later)	Timestamp of when Virtual Hold initiated the callback.		Agent Priority Detail
Subtotal \| A	Sum of the number of ASAP Callback and ASAP Callback via Web return calls; used for Saved Minutes.		Executive Summary
Subtotal \| B	Sum of the number of Appointment and Appointment via Web callbacks.		Executive Summary
Successful Reconnect	Total number of return calls that were: Connected to an Agent. Canceled (by the caller). Abandoned (the caller hung up after being transferred to the ACD Queue) Call Event Not Received (Virtual Hold did not receive the final call event from the ACD).	Performance Reports	Appointment Results Executive Summary Executive Summary by Interval Outreach Results Return Call Results Successful Reconnect Attempts by Type
Successful Reconnect		System Reports	Saved Minutes

Results with T


Term	Description	Report type	Report
Time Caller Entered Virtual Hold	The time when the Callback software began tracking the incoming call.	Performance Reports	Current Appointment and Retries
Time Range	Time range for the percentage or number of return callers that had to wait in the ACD Priority Queue before speaking to an agent.		Return Call Hold Time by Interval
Total Appointment Calls	Total number of Appointment (scheduled callback) requests.		Appointment Results
Total Calls	Total number of return calls that had an Initial Return Call Time greater than null.	Performance Reports	Punctuality by Interval Punctuality by Minutes Punctuality by Percentage
Total Calls		System Reports	Bypassed Calls (Detail) Calls Equalize Routed
Total CBDC Calls	The total number of Callback Double Check (CBDC) calls. CBDC calls are repeat calls from callers who are already in the Virtual Queue to be called back.		Executive Summary
Total Dollar Savings @ __ per Minute	Total number of dollars saved at the provided toll rate due to callers choosing a ASAP Callback or ASAP Callback via Web return call.	Performance Reports	Executive Summary
Total Dollar Savings @ __ per Minute		System Reports	Saved Minutes
Total Exceptions	The total number of exceptions encountered by the Callback system. Exceptions are system events that prevent Callback from being able to set up or complete a return call.	System Reports	Exceptions
Total Number of Outbound Attempts	The number of times Callback dialed out to attempt to reach a particular phone number.		Return Call Detail by Phone Number
Total Number of Return Call Requests	The number of times a person with this phone number called in and requested a return call.		Return Call Detail by Phone Number
Total Number of Successful Reconnects	Total number of times Callback successfully reconnected to a caller with this phone number.		Return Call Detail by Phone Number
Total Outbound Attempts	Total number of return call attempts by the outbound IVR.		Max Try Again Detail Outreach Phone Numbers Return Call Detail by Phone Number
Total Return Calls	Total number of Appointment, Appointment via Web, AfterHours, and DateBook Appointment calls.	Performance Reports	Appointment Results
Total Saved Minutes	Total number of minutes saved due to incoming callers choosing a ASAP Callback or ASAP Callback via Web return call.	Performance Reports	Executive Summary
Total Saved Minutes		System Reports	Saved Minutes
Transfer Error	Total number of calls where Callback did not receive the anticipated ACD event signaling a successful transfer of the return call to the Priority Queue.	Performance Reports	Outreach Results Return Call Results
Transfer Error		System Reports	Unsuccessful Return Calls by Area Code

Results with V


Term	Description	Report type	Report
Unsuccessful Return Calls	Total number of return calls that did not reach a caller.	Performance Reports	Outreach Results Return Call Results
Unsuccessful Return Calls	Total number of return calls that did not reach a caller.	System Reports	Unsuccessful Return Calls by Area Code
Virtual Q	Number of calls received when the system was in Virtual Queue Operation Mode.	Performance Reports	Executive Summary by Interval