Callback Executive Summary

Quick access: Insights > 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.

Check out the following video for an overview of the Callback Executive Summary dashboard.

Filters and Downloads

The Executive Summary Dashboard allows you to organize multiple tiles and data sources into a single space, making it easier to quickly analyze many related pieces of content. To customize your view of the data, use the filters at the top of the dashboard. 

Filters

Filters appear at the top of the dashboard and match fields contained within the dashboard's tiles. Depending on their configuration, they can include single- or multiple-choice options, ranges of values, or various date and time options. In some cases, filters may be required by the dashboard in order to run.

1. Date: The Date filter allows you to filter by various criteria. 

• Click in the Date field to reveal a drop-down menu and select the filter of your choice. 
• If desired, change the number that appears (7 is pictured here) to a number of your choice. Then use the drop-down menu to select the unit of measurement.
• Click the + sign to add any other desired criteria for filtering. To remove criteria, click the X.
• Note that "null" and "matches" in the drop-down menu are not applicable at this time.

2. Callback Source: Click in the Callback Source field to reveal a drop-down menu that will allow you to filter by any combination of the following callback sources: Voice or Digital.
3. Callback Type: Click in the Callback Type field to reveal a drop-down menu that will allow you to filter by ASAP callbacks, Scheduled callbacks, or both.
4. Call Target Name: Click in the Call Target field to reveal a drop-down menu that will allow you to filter by any combination of Call Targets.

After updating a filter's value(s), you will need to refresh the dashboard to pull in the filtered data. A refresh button will appear in the upper right corner of the dashboard. After clicking on it, each tile may take a few seconds to update.

Refreshing Data

Unless configured otherwise, dashboards do not automatically update after they initially load. You can refresh your data at any point by selecting the refresh button in the upper right corner of the dashboard. Alternatively, if you expect new data and nothing appears to update, you can use the drop-down menu in the upper-right corner to clear your local cache and refresh the results.

This drop-down menu also includes the option to download the dashboard, schedule delivery of dashboard data, reset filters, and view the data within your time zone. Read on for more information about downloading the dashboard and scheduling delivery of dashboard data.

Downloading Data/Reports

Each of the Insights dashboards can be downloaded in its entirety, either in PDF or CSV format.

1. Open the options drop-down in the upper-right corner of the dashboard and select the Download option.
2. In the modal that appears, select either PDF or CSV in the Format drop-down menu.
3. Select the Paper Size in the drop-down menu. In order to ensure all data is visible on tables, select the option to expand tables to show all rows.
4. When ready, select the blue Download button.

Scheduling Delivery of Reports

In addition to viewing Insights data within the user interface, you have the option of having Insights Dashboards data sent to you through email. Follow these steps to schedule the delivery of Insights reports:

1. Open the options drop-down in the upper-right corner of the dashboard and select the Schedule Delivery option. 
2. In the Settings tab, complete the following fields. When you are finished, click Save. You may also click Test Now to have a report sent to you for your review before saving your settings.
   • Schedule Name: Edit the default name of the report, if desired.
   • Recurrence: Select how often you would like to receive the report.
   • Time: Select the time you would like to receive the report.
   • Destination: Reports will be sent through email only.
   • Email addresses: Enter the email address(es) that you would like to have the reports sent to.
   • Format: Select your desired format for the report. You may select PDF, CSV zip file, or PNG visualization. 
3. In the Filters tab, change any of the filters for the dashboard if desired. See the Filters section of this article for more details on how to filter the data. When you are finished, click Save. You may also click Test Now to have a report sent to you for your review before saving your settings.

   4. In the Advanced options tab, complete the following fields. When you are finished, click Save. You may also click Test Now to have a report sent to you for your review before saving your settings.

   • Custom Message: Add a message to be included in the body of the email.
   • Expand tables to show all rows: Select this checkbox if desired. Note that large tables may display as plain text.
   • Arrange dashboard tiles in a single column: Select this checkbox if desired.
   • Paper size: Select the desired paper size for the report.
   • Delivery time zone: Select the time zone you would like to use for the delivery of the report.

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. The example below explains how to drill down into a graph from the 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 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. To download the data, click the Download button in the upper right corner. 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.

Aggregate Graphs

The Executive Summary report contains two graphs of aggregated call data:

• The Aggregate Volume graph provides an overview of callbacks separated into two 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 Callback. Calls are separated into the Voice and Digital channels. 

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

Consult the following table to learn more about each category in the Aggregate Volume graph.

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 data point 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 cancelation, technical failure, or an unavailable customer.
• The Pending section shows the number of callbacks that are currently awaiting launch.

Consult the following table to learn more about each category in the Aggregate Outcomes graph.

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 in your Organization. Just like the graphs, the data in this section only includes the final call attempt for each interaction.

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

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

Callback Acceptance Rates and ECBT

We have performed an extensive analysis of real-world data to determine the impact of ECBT on callback acceptance rates. Our analysis shows 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 Timelines

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 the customer callback experience. This allows you to analyze numbers and trends that tell the story of customers' subjective 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 on the name of the line that appears along the x-axis. To view the line again, click on the name.

• 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