Callback Performance

Quick access: Insights > 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."

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

Filters and Downloads

The Callback Performance 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: Digital, Messaging, or Voice.
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 dat 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.

1. Hover over the section of the graph that you would like to drill down into. In this example, the Early 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.

Historical Callback Metrics

This section of the Callback Performance dashboard provides metrics related to historical callback times for the date range you selected.

• Callbacks: total callbacks for the selected date range
• 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

• Avg Wait Duration: the average customer hold time for all callbacks
• Wait Duration: the average customer hold time, broken down by time period
• Avg Talk Duration: the average call talk time for all callbacks
• Talk Duration: the average call talk time for all callbacks, broken down by time period
• Avg Estimated Callback Time: the average length of time until callback requests were estimated to be fulfilled (for ASAP callbacks only)
• Avg ASAP Response Time: the actual average response time for ASAP callbacks
• Estimated vs. Actual Response Time: a comparison of average estimated callback time and actual response time, broken down by time period

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

Customer Metrics

In addition to high-level averages and aggregates, this section of the Callback Performance dashboard provides a more in-depth analysis of customer behavior, as well as some practices that might drive higher callback success rates.

• Success %: the percentage of successful callbacks for your organization
• Customers: the distinct number of customer phone numbers used for callback requests
• Callback Outcomes: the proportion of outcomes over the selected period, broken down by week. Possible outcomes include:
  • Abandon
  • Canceled
  • Failure
  • Success
  • Unavailable
• Punctuality Rate: the percentage of callbacks made punctually over the selected period, broken down by week
• Callback Abandon Rate: the percentage of calls abandoned over the selected period, broken down by week
• Callback Unavailable Rate: the percentage of unavailable calls over the selected period, broken down by week

• Repeat Customers: the percentage of all unique phone numbers that have made multiple callbacks over the selected period
• Outcome Results: a breakdown of callback outcomes by type. The Outcomes column lists the same outcomes displayed over the period in the Callback Outcomes graph, and each successive column displays the following:
  • Callbacks
  • Retry Attempts
  • Avg Hold Duration
  • Avg Response Time Mins
• Avg Callbacks Per Customer: a measure of how often customers contact your organization
• Rate of Success for On-Time Callbacks: a breakdown of callback outcomes (Abandon, Canceled, Success, Unavailable) and if they were made early, late, or on time (as measured against the quoted estimated callback time)
• Success Rate by Estimated Callback Time Accuracy: the success rate if a callback is made within an hour of the estimated callback time. The x-axis represents the deviation from the estimate in the listed increments, the y-axis represents the success rate of those callbacks during that period, and the bubble size represents the number of callbacks made within that period.

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

Retry Metrics

This section of the Callback Performance dashboard focuses on retry metrics.

• Retry Callback Requests: the total number of callbacks with retry requests over the selected period
• Callback Requests w/ Retry: the percentage of callback requests with retries compared to those without
• Top 10 Retry Reasons: a breakdown of the most common reasons for retry calls. These do not necessarily represent all retry reasons. Possible values include:
  • admin forced: The callback request was made by a user via the user interface.
  • agent leg rejected: The call to the agent was rejected.
  • agent_busy: The call to the contact center resulted in a busy signal.
  • agent_hangup: The call to the contact center ended with the agent leg being disconnected.
  • agent_leg_error: The call to the contact center resulted in a telephony error.
  • agent_leg_timeout: The call to the contact center failed due to a dial timeout.
  • customer leg rejected: The call to the customer failed to connect due to a carrier rejection, likely due to an incorrect or incorrectly formatted ANI.
  • customer_busy: The call to the customer resulted in a busy signal.
  • customer_leg_error: The call to the customer failed to connect due to an error, or the call was unable to reach the terminating carrier.
  • customer_leg_timeout: The call to the customer failed due to a dial timeout.
  • customer_reschedule: The call to the customer resulted in the customer rescheduling the callback.
  • early agent hangup: (Agent First only) - The call to the customer was very brief, and a retry was triggered.
  • premature_customer_hangup: The customer disconnected the call and did not press 1 on the previous callback attempt.
  • system_ended_agent_leg: The callback ended with the system disconnecting the call to the contact center.
  • system_ended_customer_call: The callback ended with the system disconnecting the call to the customer.

• Retry Attempts: a breakdown of outcomes per number of retry attempts
• Avg Retries/Customer: the total number of retries divided by the number of customers. This should generally be less than 1.
• Retry Callback Success Rate: the success rate of retry calls for the selected time period
• Retry Callback Cancellation Rate: the cancellation rate for retry calls for the selected time period

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

Return Call Service Level Metrics

Return Call Service Level (RCSL) is an aggregate of agent delay and customer hold time. In other words, once the return call is made for a callback, RCSL is a measure of how long it takes for a customer and an agent to begin speaking.

• Return Call Service Level (RCSL): a breakdown of RCSL into below 30 seconds, between 30 and 59 seconds, and above 60 seconds for the selected time period
• RCSL Over Time: a breakdown of average RCSL (blue bars) by week and the percentage of RCSL below 60 seconds (teal line)

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

Call Target Metrics

The last section of the Callback Performance dashboard has many of the metrics outlined above broken out by Call Target, allowing for a more in-depth look at how each metric is affected by each Call Target.

The Call Targets table includes the following metrics: