Callback Status

View real-time traffic and contact-center statistics for your Call Targets.

The Callback Status page contains a real-time status chart for each of your Call Targets. This page is highly customizable, including several Mindful-generated statistics and the ability to import a variety of contact-center statistics in real-time.

Note: The Mindful platform logs users out after a period of inactivity, but this can be disabled on real-time reporting pages. Disabling the timeout can be useful if you display real-time reports on a wallboard or other device that does not require regular user input to the platform. To learn more, see How to disable session timeouts on reporting pages.

Filter Callback Status data

Information on the Callback Status page can be filtered in two ways.

You can use the Filter by Call Target or Category dropdown menu at the top of the page to focus on a specific reporting category assigned to the Call Targets that matter to you. This allows you to more quickly analyze and compare data for specific groups of Call Targets.

You can also assign Business Units to individual users to automatically restrict the Call Targets they can access on the Callback Status page.

Default metrics

Consult the following definitions to understand the data presented in each default column on the Callback Status page.

Totals table

The metrics in the Totals table include all Call Targets contained in the Call Targets table (based on any applied filters and Business Units).

Note: If you do not see the Totals table, you can add it back to the page via the customization options discussed later in this guide.

Current ECBT

The current average Estimated Callback Time (ECBT), in the format HH:MM:SS

Calls Requested

The total number of pending callback requests waiting to be launched

This number includes calls that have been requested and scheduled to launch between now and one week from now. For example, if you are looking at Calls Requested on Monday at noon, it will include all calls scheduled until next Monday at noon.

A callback requested via Scheduler widget or API will always be represented in this column. This is because a digital callback request cannot abandon the registration process in the same way that an inbound call can.

Any calls that are unsuccessful and have retries remaining will also appear here.

Calls Waitlisted

The number of calls waiting to be launched when queue conditions change (based on the Max Queue Depth and Max Active Calls settings)

The calls represented by this number were added to an internal waitlist to launch when conditions allow it.

Calls in Queue

The number of calls currently in the callback queue

Active Calls

The number of currently active calls

Total Calls Today

The total number of inbound call requests today, including calls that have completed registration but have not launched yet

Retries are counted as separate calls in this column, so every retry will increase the total number of calls. This is because each retry is counted as it's own inbound call request.

Digitally registered callbacks will also appear in this column.

Call Targets table

The metrics in the Call Targets table include Call Targets that match any applied filters and Business Units.

Call Target

The name of the Call Target associated with each row

First Party

Identifies the callback strategy associated with each Call Target (Agent or Customer)

Current ECBT

The current Estimated Callback Time (ECBT) for the corresponding Call Target

Values are displayed in the format HH:MM:SS.
A line graph is displayed next to the numeric value to show trends for the last four hours

Calls Requested

The total number of pending callback requests waiting to be launched for the corresponding Call Target

Any calls that are unsuccessful and have retries remaining will also appear here.

Calls Waitlisted

The number of calls waiting to be launched when queue conditions change (based on the Max Queue Depth and Max Active Calls settings)

The calls represented by this number were added to an internal waitlist to launch when conditions allow it.

A bar graph is displayed next to the numeric value to show trends for the last four hours.

Calls in Queue/Max

The number of calls currently in the callback queue and the maximum number of calls allowed in the callback queue at a time (Max Queue Depth)

Active Calls/Max

The number of active calls and the maximum number of active calls allowed at any given time (Max Active Calls)

Total Calls Today

The total number of inbound call requests today, including calls that have completed registration but have not launched yet

Retries are counted as separate calls in this column, so every retry will increase the total number of calls. This is because each retry is counted as it's own inbound call request.

Digitally registered callbacks will also appear in this column.

Actions

Contains the Reset Call Count button

Clicking this button will reset the call counts for the associated Call Target to address stuck calls, which can occur when call progress fails to update the call status in our records.

Edit Callback Status view

To change the layout of the Callback Status page, click Customize View. On the Edit Callback Status View page, you can add, remove, rename, and rearrange the metrics shown on the page. You can also set various options related to the behavior of the page.

Important: Metrics related to your contact center require configuration via Connections before they can be used on the Callback Status page.

Metrics

The Metrics section contains most of the customization options:

In this section you can add, remove, edit, or rearrange metrics.

To edit the display name of a metric, click the Edit icon.
To rearrange metrics, click and drag the handle to the left of any metric name to a new location.
To remove a metric, click the Delete icon.
To add a new metric, click Add Metrics, select one or more options from the list that appears, then click Add.
To reset any changes made before saving, click Reset.

Note: Changes are saved locally in your web browser. If you access the Mindful UI from a new browser, you will need to change your layout again. If you would like to reset all changes back to defaults, contact the Support team.

Additional Mindful metrics

The following additional Mindful metrics are supported:

Total Pending Callbacks/Max: The total number of pending callbacks and the maximum number of pending callbacks allowed at any given time (Max Requested Callbacks)
Pending ASAP Calls: The number of pending ASAP callbacks
Pending Scheduled Calls: The number of pending scheduled callbacks waiting to be launched at any point in the future

Contact center metrics

You can add the following metrics from your contact center, correlating to the queue(s) or skill(s) associated with each Call Target:

Oldest Call Waiting: The duration of the longest call currently waiting in the contact center queue
Contact Center EWT: The current contact center Estimated Wait Time (which can differ from the ECBT calculated by Mindful)
Contact Center EWT (High): For Avaya integrations, the high-priority Estimated Wait Time
Average Handle Time: The average duration it takes to complete a customer interaction
Holding Calls: The number of calls in the holding queue
Agents Available: The number of agents currently available to handle calls in the queue
Agents Logged On: The number of agents currently logged in for taking calls

Note: You can hover over a contact-center metric to see the last updated time. For metrics that have not received an update for an extended period of time, a "stale" note will be included in the tooltip.

Other settings

Beneath the Metrics section, the Other Settings section contains additional options to customize your Callback Status view:

Show Totals — Keep this toggled on to include the Totals table above the Call Targets table. Toggle it off to remove the Totals table.
Auto Refresh — Keep this toggled on to allow Callback Status data to refresh automatically every 30 seconds. Toggle it off to require manual refreshes of the page.
# of Items per Page — Select the maximum number of rows shown on each page (50 by default).
Default Selected Filter Option — Select a Call Target or Reporting Category filter to apply by default. Users can change the filter as needed.