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This report provides a set of metrics for [[scenario-builder-reference-guide/FindAgent|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. | This report provides a set of metrics for [[scenario-builder-reference-guide/FindAgent|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. | ||
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<center>[[reporting-reference-guide/ServiceStaffingandOverflowReport|< Previous]] | [[reporting-reference-guide/CampaigninTimeReport|Next >]]</center> | <center>[[reporting-reference-guide/ServiceStaffingandOverflowReport|< Previous]] | [[reporting-reference-guide/CampaigninTimeReport|Next >]]</center> | ||
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Latest revision as of 04:32, 29 May 2024
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.
| 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. |