Callback Usage

Quick access: Insights > Callback Usage

The Callback Usage Dashboard provides an overview of your Callback activity for a selected date range. The data on this dashboard allows you to see callback changes and trends over time.

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

Filters and Downloads

The Callback Usage 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 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.

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:

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