Contents
- Reporting Reference Guide Introduction
- Purpose
- AudienceAccess to Reports and Records
- General Information About Access to Reports and Records
- Report Generation
- Scheduling ReportsInteraction Records
- Interaction Records Search
- Search Criteria
- Search Results
- Global Interaction IdentifierQuality Management
- General Information About Quality Management
- Call Recordings
- Chat Transcripts
- Email Messages
- Screen RecordingsAgent Timeline
- Agent Activity Search Detail Reports
- General Information About Detail Reports
- Agent Activity Report
- Agent Activity CSV Report
- Call Detail Report
- Call Detail CSV Report
- Email Detail Report
- Internal Chats ReportAggregate Reports
- General Information About Aggregate Reports
- Agent Email Report
- Agent Login/Logout Report
- Agent Performance Report
- Agent Time Allocation Report
- Campaign in Time Report
- Monthly Concurrent Users Report
- Dispositions in Time Report
- Email Service Report
- Intra-Team by Service Report
- Intra-Team Performance Report
- Requested Skills Report
- Scenario Block Disconnects Report
- Scenario Block Frequency Report
- Service in Time Report
- Service in Time - Voice and Chat Report
- Service Metrics Report
- Service Staffing and Overflow Report
- Team Email Report
- Team Operation Quality Report
- Team Performance Report
- Telemarketing Compliance Report
- Virtual Queue (Callback) ReportCarrier Usage
- Current Usage ReportsPatterns
- Customer Conversation Patterns ReportCampaign Results
- Detailed Format
- Simple FormatRecordings Details
- Recordings Details FormatReal-time Metrics
- Information About Real-Time Metrics
- List of All Real-Time Metrics
Virtual Queue (Callback) Report
This report provides a set of metrics for virtual queues associated with selected services. Unless noted otherwise with respect to a particular metric, any callback mentioned in this table shall be interpreted as a callback attempt made with respect to the given service. Note that callback attempts are counted for the aggregation intervals in which the corresponding inbound calls entered the system.
Note: If you run service reports for time periods when you had old or discontinued services, the names of these services will be displayed; this includes deleted services. The reports for these time periods will show that you had interactions as well as the service names you had at that time. Note that if you do not have any activity on these services within 30 days, the system will display the service names in italics; the system will not show the names at all after 90 days without activity.
Metric Name | Description |
Callbacks Requested | Number of calls queued for this service that requested callbacks (i.e., selected the Virtual Queue option). |
% | Percentage of calls queued for this service that requested callbacks relative to all incoming calls except the ones abandoned in IVR or short abandoned. |
Callbacks Busy | Number of callbacks that failed because the called party was busy. |
% | Percentage of callbacks that failed because the called party was busy relative to all callbacks that have been attempted. |
Callbacks No Answer | Number of callbacks that failed because the called party did not answer. |
% | Percentage of callbacks that failed because the called party did not answer relative to all callbacks that have been attempted. |
Callbacks Answered | Number of callbacks that were answered by the called party. |
% | Percentage of callbacks that were answered by the called party relative to all callbacks that have been attempted. |
Avg Wait Time to Callback | Average callback wait time (i.e., time between the callback requests and the related initial callback attempts). |
Avg Callback Dialing Time | Average callback answer time (i.e., time between the moments when callback attempts were initiated and the customers answered them). |
Avg Agent Answer Time | Average callback connection time (i.e., time between the moments when customers answered callback attempts and were connected to the agents). |
Callbacks Abandoned | Number of callbacks that were answered by customers and then abandoned by them while waiting for an agent (in queue or ringing). |
% | Percentage of callbacks abandoned relative to all callbacks that have been attempted. |