Filters and downloads

To learn more about the filtering and sorting options available in Insights, as well as options for downloading and scheduling reports, see Insights filters and downloads.

Chart drill-down capabilities

All of the graphical displays on the Insights dashboards include the ability to drill down to see specific and customized views of the data. The example below explains how to drill down into a graph from the Callback Executive Summary dashboard, but this process can be applied to any graphical display on any Insights dashboard.

1. Hover over the section of the graph that you would like to drill down into.

   In this example, the Voice section of the graph is the area of interest. A pop-up describing the section of the graph will appear.

   

2. Click the selected section of the graph.

   A menu listing the different drill-down options will appear.

   

3. Select the drill-down option of your choice.

   In this example, by Call Target Name is selected. A visualization of the data will appear. If you would prefer to see the data presented as a table, click the Table button.

4. To download the data, click Download in the upper right corner.

   From the modal window that appears, you can configure your desired file format.

5. Expand the Advanced data options to configure additional options. When ready, click Download again.

Aggregate graphs

The Callback Executive Summary dashboard contains two graphs of aggregated call data:

• The Aggregate Volume graph provides an overview of callbacks separated into channels.

• The Aggregate Outcomes graphs reveal patterns in the final outcomes of callbacks. Here you can see an overview of how many callbacks successfully connected with customers and how the calls ended.

In both graphs, each data point is shown as a percentage of the whole in addition to a raw volume number. You can view these numbers listed near the graphs or hover over any section of the graphs to view the data in a tooltip.

Aggregate Volume Graph

The Aggregate Volume graph displays an overview of calls handled by Mindful. Calls are separated into voice and digital sections.

• The Presented with Callback tile shows the total number of calls included in the graphical data.

• Within each channel (voice or digital), you can view the number and percentage of callers who requested a callback, chose to hold, or failed to complete the callback registration process.

The following metrics are shown in the Voice section:

Requested Callback

• Callbacks that were requested via the voice menu

• Includes both ASAP and scheduled callbacks that were registered and completed within the specified date range

Chose Hold

• Customers who chose to wait on hold rather than accepting a callback offer

• Only applies when Offer Choose Hold is enabled and customers made their choice in the Mindful voice menu

Incomplete Registration

Offers that were not successfully registered due to a lack of information provided by customers in the voice menu

Chose Messaging

Customers who chose to transition to a messaging conversation

One metric is shown in the Digital section:

Requested Callback

• Callbacks that were requested via a Digital Callback widget on your website or mobile app

• Includes both ASAP and scheduled callbacks that were registered and completed within the specified date range

Aggregate Outcomes Graph

The Aggregate Outcomes graph displays the final results of callback interactions. The data is separated into calls that were successfully reconnected with customers and those that were not.

• The Requested Callback metric shows the total number of calls for which a callback was requested. This includes all possible channels.

• The Reconnected section separates calls into those during which the customer spoke with an agent, those that were canceled by the customer after reconnecting, and those that were abandoned by the customer after reconnecting.

• The Not Reconnected section shows the final state of each call that was not reconnected with a customer due to a cancellation, technical failure, or an unavailable customer.

• The Pending section shows the number of callbacks that are currently awaiting launch.

The following metrics are shown in the Reconnected section:

Spoke to Agent

Successful interactions in which customers spoke with agents

Canceled

Callbacks that were canceled by customers after reconnecting

Abandoned

Callbacks that were abandoned by customers after reconnecting

The following metrics are shown in the Not Reconnected section:

Unavailable

Callbacks that reached the maximum number of retries allowed for any reason

Failure

Possible technical issues or telephony-related failures prior to reconnecting with customers

Digital Cancellation

Callbacks canceled via the Scheduler API

Admin Cancellation

Callbacks canceled by an Administrator in the Mindful Callback user interface

Stats by Call Target

In the Executive Summary dashboard, the Call Target table combines some of the data from the Aggregate Volume and Aggregate Outcomes graphs with additional performance metrics for each Call Target. Just like the graphs, the data in this section only includes the final call attempt for each interaction.

Consult the following list for descriptions of the data in each column of the table.

ID

The ID of the Call Target associated with each row

Call Target Name

The name of the Call Target associated with each row

Presented w/ Callback

The number of customers who were presented with callback across the Voice, Messaging, and/or Digital channels

Callback Requests

The number of callbacks requested for each Call Target

Voice Callbacks

The number of callbacks requested via the Mindful IVR

Digital Callbacks

The number of callbacks requested via widget or API

Reconnected

The number of callbacks that were successfully reconnected with customers

Not Reconnected

The number of callbacks that were not successfully reconnected

Reconnect %

The percentage of total callback requests that were reconnected — a value of 85%-90% is ideal for the Reconnect % statistic.

Incomplete Registration

The number of calls that were disconnected before a callback was registered

Choose Hold

The number of callers who chose to wait on hold for an agent rather than register a callback

Choose Messaging

The number of callers who chose to receive an SMS message rather than register a callback

RCSL < 30s

The percentage of calls in which a customer connected with an agent in less than 30 seconds

RCSL < 60s

The percentage of calls in which a customer connected with an agent in less than 60 seconds

RCSL over 60s

The percentage of calls in which a customer connected with an agent after more than 60 seconds

Avg Customer Hold Time (Secs)

The average customer wait duration in seconds

Avg Agent Wait

The average agent wait time in seconds

Queue Time Saved

Hold time prevented by using Mindful — the value is calculated by multiplying the number of successfully reconnected callbacks with the Average Response time for callbacks during the period in question. Only ASAP callbacks are included, and only the first attempts.

Punctuality Rate

The percentage of callbacks made within 20% of the Estimated Callback Time (ECBT) calculated at the time of registration

Avg Response Time Mins

The average time elapsed before reconnecting with customers, in minutes

Spoke to Agent

The number of callbacks in which the customer was connected with an agent

Cancelled

The number of cancelled callbacks

Abandoned

The number of callbacks in which the customer disconnected before speaking with an agent

Customer Unavailable

The number of callbacks that were dialed but failed to reconnect with the customer

Unknown or Failure

The number of unknown errors and failures not covered by other statistics

Digital Cancellation

The number of callbacks cancelled via digital channels (API, messaging automations, etc.)

Admin Cancellation

The number of callbacks cancelled by an administrator in the Mindful UI

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

Drill down by segment

Click any Call Target name in the table to view a breakdown of stats by segment for that Call Target.

Callback Acceptance Rates and ECBT

We have analyzed real-world data to determine the impact of ECBT on callback acceptance rates and discovered that customers are more willing to accept a callback offer as the ECBT quoted to them increases. The following graph illustrates how the acceptance rate increases as the ECBT rises from three minutes to more than 30 minutes.

• 3 to 5 minutes — 44%
• 5 to 10 minutes — 52%
• 10 to 15 minutes — 58%
• More than 30 minutes — 66%

Call Volume and Call Experience Timeline

The Call Volume Timeline graph displays the total number of callbacks inbound (registered) and processed within the selected time period. The y-axis represents the number of calls and the x-axis represents the day (or week, depending on the selected time span).

The Call Experience Timeline graph quantifies elements of the customer callback experience. This allows you to analyze numbers and trends that tell the story of customers' experiences after they request a callback.

Key metrics are plotted side-by-side in a line graph to show the correlation of trends among several call-experience metrics. To hide one or more of the graphed lines, simply click the name of the line that appears along the x-axis. To view the line again, click the name again.

• Response Time — The average time (in minutes) between the moment a callback is registered and the moment it is launched

• Talk Duration — The average time (in minutes) that customers and agents spent speaking while connected to the call

• Hold Time — The average time that customers waited on hold for an agent

• Punctuality — The accuracy of the Estimated Callback Time (ECBT), determined by comparing the ECBT to the actual callback time for each call