Insights Dashboards Calculations
- 13 Dec 2023
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Insights Dashboards Calculations
- Updated on 13 Dec 2023
- 2 Minutes to read
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This article applies to The Insights Dashboards. It outlines a number of data points related to Mindful Callback. The following table defines the calculations used to determine some key metrics housed in the dashboards.
| Metric | Definition | Calculation |
|---|---|---|
| Queue Time Saved | The amount of time between a callback request and when the callback is fulfilled (in theory, the amount of time a customer would be waiting on hold for an available agent) | Response Time |
| 4-Week Growth | Percent change in the number of callbacks the past four weeks compared to the four weeks prior | Last 4 Weeks divided by 4 Weeks Prior |
| 4-Week Growth (Nom) | Change in the net total number of callbacks the past four weeks compared to the four weeks prior | Last 4 Weeks minus 4 Weeks Prior |
| Call Early/Late | Amount of time between when the callback was made and when it was estimated to be made. Early calls are represented with a negative number of minutes, and late are positive. On-time calls are made exactly when they are scheduled for. | Time call was made minus Time call was estimated for |
| Last Week Growth | Percent change in the number of callbacks in the past 7 days compared to the prior 7 days | Last Week divided by Prior Week |
| Last Week Growth (Nom) | Change in net total number of callbacks the past 7 days compared to the prior 7 days | Last Week minus Prior Week |
| Avg Parts | When messages are too long, they are split into parts (which is ultimately how Mindful is billed for messages) | Total Parts divided by Total Messages |
| Avg Callbacks Per Customer | A measure of how many repeat callbacks are made by customers (helpful in determining if customer needs are being met without the need for additional callbacks) | Total Callbacks divided by Total Phone Numbers |
| Avg Retries/Customer | A measure of how many retries are being made (helpful in determining if there are issues with the call center, agents, or the Mindful system that need to be addressed) | Total Retries divided by Total Phone Numbers |
| Return Call Service Level (RCSL) | The amount of time it takes for an agent to begin speaking to a customer after the callback is made/processed (only applies to successful calls) | Time of agent pick up minus Time of customer pick up |
| Mindful Take Rate | Percentage of customers who chose Mindful callback. This can depend on how calls are routed through Mindful. If calls are only routed to Mindful after a callback is requested, Take Rate will be nearly 100%. | Successfully Registered Callbacks divided by Total Callback Opportunities (when someone is presented with a callback) |
| Unique Customers | Count of unique phone numbers | N/A |
| Handle Time | The amount of time a call is actively engaging a customer's time and attention | Hold Time plus Talk Time |
| Call Processed | The time at which a callback is fulfilled | N/A |
| Call Created | The time at which a callback request is made | N/A |
| Repeat Customers | Phone numbers that are associated with more than one callback over selected period | N/A |
| Outcome Results (table) | Breakdown of callback metrics by outcome; an attempt to show possible reasons for callback outcomes | N/A |
| Retry Attempts (chart) | Breakdown of retries by outcome (can be helpful in dialing in the number of retries needed to satisfy available customers) | N/A |
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