How to View Reports and Call Data

Mindful provides access to real-time and historical monitoring and reporting features on several pages. While logged in to your Callback account, you can monitor real-time Call Target usage data, view metrics to quantify the customer experience, analyze timelines of events that occurred for each interaction, or generate reports to download and use outside of the system.

Overview

This FAQ guide covers the following steps to take you through all of the reporting and monitoring features in the Callback system.

1. Assign reporting categories to Call Targets
2. View real-time Call Target usage data
3. View real-time and historical call metrics
4. View call event timelines
5. Generate and download reports

Assign Reporting Categories to Call Targets

Reporting categories allow you to group multiple Call Targets together for reporting purposes. These categories can be used to filter Call Detail reports, information on the Callback Status page, and other analytics data in the Callback system. Reporting categories can include any number of Call Targets so that you can group them in different ways to view the exact set of data you're interested in.

Use the following steps to add or remove a reporting category.

Quick Access: Call Targets > Your Call Target > General tab > Reporting Categories

1. Type the name of the category you would like to add.
2. In the drop-down menu that appears, click the + sign next to the category name that you are adding. You will see the new category appear in the Reporting Categories field to let you know it's been successfully added.
3. Repeat the previous steps for any additional categories you wish to apply.
4. Save your changes when you are finished.

To remove a reporting category from your Call Target, click the X icon that appears next to any of the categories that are already applied.

View Real-Time Call Target Usage Data

Navigate to the Callback Status page to view real-time usage data for each of your Call Targets. Each Call Target in your Organization has its own row displaying a range of information useful for day-to-day decision-making and strategic insights.

Use the following steps to view real-time Call Target usage data.

1. On the Callback Status page, use the Category Filter dropdown menu near the top of the page to focus only on a specific reporting category, if you would like. Otherwise, proceed to the next step.
2. Locate the row corresponding to any Call Target you would like to monitor, and take note of the values in each column. The values will update in real-time as the Call Target usage changes.

To learn more about interpreting the data shown in each column, see Callback Status.

View Real-Time and Historical Call Metrics

Navigate to the Insights page to view a series of graphs and other displays to gain insight into the customer experience with callbacks. The Insights page contains many different dashboards to provide you with valuable data surrounding your implementation and usage of Mindful Callback. These dashboards were designed to allow you to take a deeper dive into the metrics that are important to you.  

View Call Event Timelines

Navigate to the Call Detail page to view a graphical representation of each event that occurred for any selected interaction, as well as a record of the call data attached to each interaction. You will first need to configure the various Call Detail filters available on the page, then locate and analyze data for any specific interaction in which you are interested.

Configure the Call Detail Filters

To limit the data shown on the page to only the interactions you wish to analyze, first configure the various filters available.

Quick Access: Call Detail

On the Call Detail page, you can generate a Call Detail report by configuring the various filters, then clicking Export. These filters also determine which calls are displayed on page for further analysis. 

Use any combination of the following customizable filters to determine the data that will be included in the Call Detail report.

1. Select Date Range: Click anywhere in the field to reveal the date selector calendars, and select the beginning and end dates that you would like to include.
2. Filter by Call Target or Category: Click this dropdown menu to limit your search to a specific Call Target or reporting category.
3. Include all call attempts: Select this box if you would like the report to include all call attempts, including those which failed or were incomplete.
4. Source and Type: Select the types of interactions that you would like to include in the report:
   1. Web: Calls that originated from a web widget
   2. Voice: Calls that originated from a voice interaction
   3. Messaging: Interactions that included an SMS messaging conversation
   4. ASAP: Callbacks designated to be returned as soon as possible
   5. Scheduled: Callbacks that were scheduled for a specific future date and time
5. Event filter: Select one or more events to limit the data in the report to only interactions that included those events. The value is set to No Event Filter by default. The following lists include all events that you can select in this filter.
   1. Registration Events: Choose to Hold, Chose Messaging Succeeded, Chose Messaging Failed, Duplicate Request, Outside of Hours, End of Business Day, Next Day Callback Offered, Next Day Callback Scheduled, Max ECBT Exceeded, Max Scheduled Exceeded, Max Rate Exceeded, Interaction Started, Interaction Response, SMS Timeout, Blacklisted Callback Number
   2. Pending Events: Confirmation Notification Initiated, Confirmation Notification Failed, Reminder Notification Initiated, Reminder Notification Failed
   3. Connecting Events: Priority Queue Timed Out, Used Adaptive Callback, Rescued from Agent Disconnect, Rescheduled, Early Hangup, Leave Voicemail, Final Attempt Notification Initiated, Final Attempt Notification Failed
   4. Final Events: Customer Hangup, Agent Hangup, System Hangup, Customer Leg Error, Agent Leg Error, Customer Busy, Agent Busy, Customer Leg Rejected, Agent Leg Rejected, Customer Leg Timeout, Agent Leg Timeout, Cancel
6. Phone number: Enter a specific customer’s phone number to include interactions with that customer only, or leave the field blank to include all customers.
7. Summary bar: Click any of the boxes in the summary bar to further filter the reporting data on the Call Detail page. For example, clicking the Connecting box will add a filter to only show interactions in the Connecting state, in addition to the other filters selected.

When looking at events on a Call Detail report, certain outcomes may indicate a more serious issue that warrants further investigation. These will appear in the exported Call Detail report under the Retry Reason column. You can also find them in the Event Filter on the Call Detail page listed under Final Events (see Step 5d above):

• agent_busy: The call to the contact center resulted in a busy signal.
• agent_leg_error: The call to the contact center resulted in a telephony error.
• agent leg rejected: The call to the agent was rejected.
• agent_leg_timeout: The call to the contact center failed due to a dial timeout.

The following outcomes are not troublesome on their own, but they may indicate a problem if they appear repeatedly in your Call Detail report.

• customer_busy: The call to the customer resulted in a busy signal.
• 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_leg_timeout: The call to the customer failed due to a dial timeout.

In both leg_error and leg rejected outcomes, either on the agent side or customer side, an agent or customer is never actually interacting with the call. The errors and rejections are preventing the called party from participating/listening to the prompts.

• leg_error typically represents a temporary issue associated with the network, such as an inability to reach a phone number due to network congestion. If there is no reported incident with Mindful, this would mean there is an issue with the call center or gateway.
• leg rejected outcomes typically represent call failures that would never work given the parameters of the call. Examples might include a poorly formatted number or a phone number to a country code that is not supported by the carrier.

Review the Data

With your filters in place, you can now click any row on the page to view information and a timeline of events for each interaction.

To learn more about interpreting the data in each row, including the timeline of events, see Call Detail.

Generate and Download Reports

The different types of reports can be generated in different ways, and on different pages. To learn more about the different types of reports available, see Generating and Downloading Reports.

Quick access: Your username > Email Settings

You can opt-in to receive daily links to customized automated reports on the Email Settings page.

Use the following steps to set up daily delivery of automated Call Detail reports:

1. Select the Daily Call Report Emails checkbox.
2. In the dropdown menu that appears, select an individual Call Target or an entire reporting category for which to receive reports. You can add as many as you would like, one at a time.
3. Click the Save button to save your changes.
4. Beginning the next morning, check the email inbox associated with your Callback user account. You should begin to receive a link to a report via email each day.
5. Click the link in your email to download the daily Call Detail report, in CSV format, for your selected Call Targets or reporting categories.

If you would like to add or remove specific Call Targets or reporting categories to your daily reports, you can come back to the Email Settings page at any time to update the list.

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