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 into the data represented on the graph, allowing you to see specific and customized views of the data.

1. Hover over the section of the graph that you would like to drill down into. In this example, the Unavailable section of the graph is the area of interest. A pop-up describing the section of the graph will appear.

   

2. Click on 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. Click the Download button in the upper right corner to download the data. A modal will appear. From this modal, you can configure your desired file format. Expand the Advanced data options to configure additional options.

   

5. When ready, click the Download button.

High-level Callback Metrics

This section of the Callback Usage Dashboard focuses specifically on Callback. It provides data specific to Callback service usage. See below for a description of each data point.

• Queue Time Saved: the total length of time saved for ASAP callbacks, measured as the response time between the callback request and the first callback attempt to the customer
• Data As Of...: the date and time that the displayed data was pulled
• Callback Requests: the total callback requests registered over the selected time period, regardless of completion
• Total Calls: 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 its own inbound call request.
  • Digitally registered calls will also appear in this column.
• Unique Customers: the distinct number of customer phone numbers contacted for callback requests
• Repeat Customers: the number of customers requesting more than one callback
• Mindful Take Rate: the proportion of callback opportunities routed through Mindful that resulted in callback requests. This is not a true take rate, as clients can choose how much of their call volume they send through Mindful or which call targets Mindful handles.
• Callback Type: a breakdown of requests by ASAP or Scheduled
• Callback Source: a breakdown of requests by source (Voice or Digital)
• First Party Called: whether the customer or agent was called first in a callback attempt

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

Outcome and Volume Metrics

The Callback Usage Dashboard includes a few time-series that break down volume and outcomes over the selected time period.

• Callback Outcomes Over Time: a breakdown of callback outcomes by percentage that spans the date range you selected. You can see the number of outcomes for any day/week by hovering over each part of the bar graph.
• Callback Outcomes: a breakdown of callback outcomes (shown as a percentage) that spans the date range you selected
• Average Hourly Callback Volume: the average number of calls processed per hour over a 24-hour time period (for the selected period). Note that this is not the same as concurrent or active calls during an hour, but the average total processed per hour.

Inbound vs. Processed Callback Metrics

This section of the Callback Usage Dashboard includes the following bar graph:

The Call Volume Timeline graph compares inbound callbacks to processed callbacks for the time period you selected. Inbound represents the number of calls that were registered, and Processed represents the number of calls that were dialed out and had an outcome. Processed does not mean that the calls were successful, just that they were processed.

This graph can be used to examine any significant changes in the callback success rate over time, particularly as volume changes. While volume is not the only contributor to changes in outcomes, it may be worth noting any significant change (or lack thereof) as you handle more or less calls.

Metrics by Call Target

This section of the Callback Usage Dashboard breaks down many of the dashboard metrics by call target, allowing a more detailed look into which teams may be handling more volume or having a larger overall effect on company totals.

The Call Target Info table includes the following metrics:

Drill down by segment

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