Insights

Explore the diverse dashboards on the Insights page.

The Insights page contains many different dashboards to provide you with valuable data surrounding your implementation and usage of Mindful Callback. These dashboards were designed to allow you to take a deeper dive into the metrics that are important to you.

image of Shared Environment Insights dashboard

For a breakdown of how these metrics are calculated, see Insights Dashboards Calculations.

The dashboards include:

  • Callback Executive Summary
  • Conversation Overview
  • Audit Log
  • Callback Usage
  • Callback Performance
  • Messaging Usage

Check out the following video for an overview of the dashboards.

Callback Executive Summary

The Callback Executive Summary dashboard displays callback statistics for all Call Targets in your 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.

Image of the Executive Summary Dashboard

To learn more, see Callback Executive Summary.

Conversation Overview

The Conversation Overview Dashboard is meant to serve as a general look into your company's usage of your conversations over the period of your contract. This dashboard serves as a check-in on where your company may be in your contract period. It will allow you to determine if you are over or under-utilizing your conversations.

Image of the Conversation Overview Dashboard

To learn more, see Conversation Overview.

Audit Log

The Audit Log Dashboardprovides an overview of the updates, changes, or deletions that users within your organization or automated Smart Rules have made within the Mindful User Interface over a specified time period.

Image of the Audit Log dashboard

Important: For Government Users - The Audit Log does not appear on your Insights page. See Audit Report for more information.

To learn more, see Audit Log.

Callback Usage

The Callback Usage Dashboardprovides an overview of your Callback activity for a selected date range. The data on this dashboard allows you to see callback changes and trends over time.

Image of the Callback Usage Dashboard

To learn more, see Callback Usage.

Callback Performance

The Callback Performance Dashboard, as the name implies, focuses on qualitative metrics of your Callback conversations. This includes talk and response time, as well as how some of these measures are impacted by certain behaviors within the Mindful environment. Whereas the other dashboards in Mindful Insights focus on the "what" of conversations, the Callback Performance Dashboard focuses on the "why."

Image of the Callback Performance Dashboard

To learn more, see Callback Performance.

Messaging Usage

The Messaging Usage Dashboard provides an overview of your Messaging activity for a selected date range, allowing you to see Messaging changes and trends over time.

Image of the Messaging Usage Dashboard

To learn more, see Messaging usage.