Callback status

Gain insights into your call targets to enhance customer experience.

The Callback Status page contains a real-time status chart including each of your Call Targets.

image of the callback status page
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.

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.