Mindful Callback course description
Interested in deepening your understanding of the Mindful platform? We offer a comprehensive course to help you get the most out of our platform! Read on to learn more about the objectives and milestones included in this course.
How can you customize your callers' experience in Mindful? How does Mindful calculate an estimated callback time (ECBT)? How can you determine which party to call first and how to reach the right agents? Answers to these questions, and more, are available in this course! Join us for a complete walkthrough of Mindful Callback configuration and reporting for administrators, supervisors, and anyone responsible for managing the system.
| Duration: 4.5 hours | |
| Delivery Method: Self-serve and instructor-led | |
| Audience: Call center managers | System administrators | Integrators | Validators |
How to Access the Course
The "Understanding Mindful Callback: Configuration, Dashboards, and Reporting" course is found on the Medallia Navigator platform, which you can access from the Medallia Knowledge Center. Once you are logged in to the Knowledge Center, follow the steps below to access the course within the Navigator platform:
On the Knowledge Center top navigation bar, click Learn > Education.
Click the Log into Navigator button.
On the Navigator home page, scroll down to the Browse section.
Locate the learning path named "Understanding Mindful Callback: Configuration, Dashboards, and Reporting".
You can filter for "Mindful" and select the learning paths option to find the course more easily.
Open the learning path to begin, and follow the instructions provided.
Course Overview and Milestones
Overview
Learn how to navigate the Mindful Callback Interface, customize the inbound and outbound caller experience, create user accounts, interpret real-time metrics and dashboards including auditing user activity.
Milestones
Learners will achieve the course objectives by completing the following milestones:
Introduction to Mindful Callback - Gain an understanding of the typical caller experience with Mindful Callback and learn about the various callback strategies, notification options, and tour the user interface. (1 video | 20 minutes)
Understanding Mindful Callback - Learn how to schedule your live remote training session to prepare you for conversations with the Mindful Callback Design Team. (1 live session via Zoom | 2.5 hrs)
Dashboards and Reporting - Gain an overview of the Callback Status and Call Detail dashboards within Mindful Callback. (1 video | 30 minutes)
Insights - Explore the 6 Insights dashboards within Mindful Callback. (7 videos | 51 minutes)
Handoff - If you are using notifications within Mindful Callback, learn about Block List and Messaging Usage. (1 video | 5 minutes)
Milestone Descriptions
Introduction to Mindful Callback
Self-Paced LearningThis video describes the typical caller experience with Mindful Callback and provides an overview of the various callback strategies, SMS notifications, and the User Interface. (18 minutes) | Last Updated: December 2023
Understanding Mindful Callback
Self-Paced Learning
Schedule your live remote training session to prepare you for conversations with the Mindful Callback Design Team. (2.5 hrs) | Last Updated: December 2023
Callback Status and Call Details Dashboards in Mindful Callback
Self-Paced Learning
Gain an overview of the Callback Status and Call Detail dashboards within Mindful Callback. (30 minutes) | Last Updated: December 2023
Introduction to the Insights Dashboard in Mindful Callback
Self-Paced Learning
This video introduces the dashboards and shows how to filter and download the dashboards. It also shows how to schedule email delivery of the dashboards. (10 minutes) | Last Updated: December 2023
Insights Callback Executive Summary Dashboard in Mindful Callback
Self-Paced Learning
This video reviews the Executive Summary dashboard, which displays callback statistics for all Call Targets in an 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. (9 mins) | Last Updated: December 2023
Insights Conversation Overview Dashboard in Mindful Callback
Self-Paced Learning
This video reviews the Conversation Overview dashboard, which is a look into a client's conversation usage over their contract period. (4 minutes) | Last Updated: December 2023
Insights Audit Log Dashboard in Mindful Callback
Self-Paced Learning
This video reviews the Audit Log dashboard, which shows what changes either a user or a Smart Rule made within Mindful Callback. (5 minutes) | Last Updated: December 2023
Insights Callback Usage Dashboard in Mindful Callback
Self-Paced Learning
This video reviews the Callback Usage dashboard, which shows callback activity over a selected date range. (6 minutes) | Last Updated: December 2023
Insights Callback Performance Dashboard in Mindful Callback
Self-Paced Learning
This video reviews the Callback Performance dashboard, which delves into callback performance and focuses more on the "why" rather than the "what" of callback activity. (9 minutes) | Last Updated: December 2023
Insights Messaging Usage Dashboard in Mindful Callback
Self-Paced Learning
This video reviews the Messaging Usage dashboard, which provides an overview of messaging usage over a selected date range. (8 minutes) | Last Updated: December 2023
Handoff in Mindful Callback
Self-Paced Learning
This video reviews the Handoff section of the UI, which includes Block List and Messaging Usage. This section is only relevant for customers who are using notifications with Mindful Callback. (5 minutes) | Last Updated: December 2023
