Callback status

Gain insights into your call targets to enhance customer experience.

The Callback Status page contains metrics, graphs, and a real-time status chart to provide insight into the customer experience with callbacks. This page provides real-time usage data for each of your Call Targets. It is important to note that the data on this page only relates to the last 24 hours of activity for all Call Targets in your organization.

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.

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.

Real-time Call Targets stats

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

Call Target

The name of the Call Target associated with each row

First Party

Identifies the callback strategy associated with each Call Target

Possible values are Agent and 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

This number includes calls that have been requested and scheduled to launch between now and 1 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 digital callback is always going to 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 list to launch when conditions within the system allow it.
A bar graph is displayed next to the numeric value to show trends for the last four hours.

Calls in Queue/Max

Compares the number of calls currently in queue to the maximum number of calls allowed in the queue at a time (Max Queue Depth)

Active Calls/Max

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

Total Calls Today

Displays the total number of inbound call requests to the Call Target today, including calls that have completed registration but have not launched yet

This number also includes inbound calls that DID NOT complete registration (i.e. the customer hung up before registration was completed).
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 calls will also appear in this column.

Metrics

At the top of the page, you can view performance metrics such as Average Response and Average Talk Time.

By default, the calculation for each metric only includes the final attempt that was made (whether it was an initial attempt or retry). You can select the Include all call attempts checkbox to include all prior attempts (initial and retries), as well.

Note:

By default, Outcomes and Call Volume Timeline are graphical displays of the data (Chart View). If you would prefer to see the data in table form, click the Table View button located above the Call Volume Timeline. The example below shows the table view:

example of the callback overview table view

Filters

On the Callback Overview page, you can filter by Call Target or Category, and you have the option to include all call attempts.

Filter by Call Target or Category: Click this dropdown menu to limit your search to a specific Call Target or reporting category.
Include all call attempts: Select this box if you would like the report to include all call attempts, including retries, failures, and incomplete attempts.

Avg Response

The Avg Response metric displays the average time between the moment a callback is registered and the moment it is launched. This metric includes retries in addition to first attempts.

The calculation for Avg Response does not begin at the moment that a callback is connected, but rather when it is launched.

Example

If the Avg Response metric reads 00:04:16, that indicates that it takes an average of 4 minutes and 16 seconds for a callback to launch after it is registered.

Avg Punctuality

The Avg Punctuality metric displays the callback punctuality on a rolling 24-hour basis.

Punctuality is considered to be at 100% if all callbacks were made within a range of 20% earlier or later than the Estimated Callback Time (ECBT) at the time the callback was registered.

When Announce ECBT is enabled, customers will hear an estimated time quoted with a 20% buffer above and below the actual calculated time. There is also a three minute buffer on each end of the ECBT built-in for punctuality purposes.

Example

In this example, a customer calls in when the ECBT is 10 minutes.

10 minutes + 20% (2 minutes) + 3 minute buffer = 15 minutes
10 minutes - 20% (2 minutes) - 3 minute buffer = 5 minutes

In this case, the customer will hear "You can expect a callback between 8 and 12 minutes from now" (the ECBT +/- 20%). However, the system considers a callback occurring within 5-15 minutes (the ECBT +/- 20% and +/- 3 mins) to be punctual

Avg Wait

The Avg Wait metric displays two values: the average time customers waited on hold for agents and the average time agents waited on hold before connecting to a customer call.

Wait time for agents ends when both parties are connected or the call attempt fails. If the call goes to a customer's voicemail, the metric includes time spent waiting while the attempt times out.

Note:

The periods of time included in the Avg Wait metric are not included in the Avg Talk calculation.
If your Call Targets are configured to dial agents first, you can expect to see the Agent Wait metric larger than the Customer Wait metric, since agents are spending more time on the phone waiting for customers to be dialed. If your Call Targets mostly dial customers first, the opposite will be true, since customers will spend more time waiting for agents.

Avg Talk

The Avg Talk metric represents the average time that agents spend speaking with customers.

Talk time begins when an agent and customer are connected and ends when one of them disconnects. The calculation does not include wait time, but only the time spent talking while connected.

Example

A callback is connected at 4:30:00 P.M., then the caller waits on hold for 30 seconds.
The caller is connected with an agent at 4:30:30 P.M. Talk time begins at this point.
The call ends at 4:40:00 P.M. Talk time ends at this point.

In this case, the Talk time would be 9 minutes and 30 seconds (from 4:30:30 to 4:40).

Outcomes graph

The outcomes graph compares the number of calls with specific final outcomes as a percentage of total calls, broken into the following categories:

Unavailable: The customer was unavailable when called back.
Success: The callback succeeded.
Abandon: The customer abandoned the call before speaking with an agent.
Chose Messaging: The customer chose to transition to messaging.
Not Completed: No callback was made because the registration process was not completed successfully.
Chose Hold: The customer chose to hold.
Canceled: The callback was cancelled.
Failure: The callback failed.

To view additional details about the final results that contributed to a particular outcome, you can click the dropdown menu above the graph and select any listed outcome. When a specific outcome is selected, you will see a breakdown of the final results of all callbacks that contributed to that outcome.

example of viewing success outcomes on the outcomes graph

For an explanation of which callback events contribute to which outcomes on the graph, see Understanding call detail events and outcomes.

Call Volume Timeline

The Call Volume Timeline displays the total number of inbound calls and outbound callbacks processed within the last 24 hours. The y-axis represents the number of calls and the x-axis represents the time of day.

The Calls Processed metric considers all attempts to be a single call. For example, a callback with one attempt and a callback with three retries would both be considered a single call processed.

Note:

Hourly time is represented in 24-hour format on the x-axis.
Calls Inbound are represented by blue bars, and Calls Processed are represented by purple bars.