• 5.19 • 5.2 • 5.3 • 5.8

callback_counters

The callback_counters table provides metrics about calls that selected the virtual queue option and about the related callback attempts.

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 service specified in the service_name field. Note that callback attempts are counted for the aggregation intervals in which the inbound calls that produced the associated callback requests entered the system.

Description of Data

The following table offers the name (i.e., ID), data type (e.g., BIGINT, BINARY, BIT, DATETIME, ENUM, INT, VARCHAR, etc.), and description for each metric (i.e., column) of the callback_counters table.

Column Name	Data Type	Description
id	BINARY (16)	Primary key
start_time	DATETIME	Start time of the aggregation interval; time is given in Universal Coordinated Time (UTC)
end_time	DATETIME	End time of the aggregation interval; time is given in Universal Coordinated Time (UTC)
agg_run_id	BINARY (16)	Aggregator run that produced this record
service_name	VARCHAR	Name of the service as defined in configuration
num_calls_queued	BIGINT	Total number of calls that requested the given service and were queued
num_callbacks_requested	BIGINT	Number of queued calls that requested callbacks (i.e., selected the virtual queue option)
num_callbacks_attempted	BIGINT	Number of callbacks that were attempted
num_callbacks_busy	BIGINT	Number of callbacks that failed because the called party was busy
num_callbacks_no_answer	BIGINT	Number of callbacks that failed because the called party did not answer
num_callbacks_answered	BIGINT	Number of callbacks that were answered by the called party
num_callbacks_requeued	BIGINT	Number of callbacks that were re-queued after the initial unsuccessful attempt
num_callbacks_abandoned	BIGINT	Number of callbacks that were answered by customers and then abandoned by them while waiting for an agent (in queue or ringing)
num_callbacks_handled	BIGINT	Number of callbacks that were handled by agents
callback_wait_time	BIGINT	This metric specifies the total callback wait time, as well as the sum of times between the callback requests and the related initial callback attempts.
callback_customer_answer_time	BIGINT	This metric specifies the total callback answer time, as well as the sum of times between the moments when callback attempts were initiated and the customers answered them.
callback_agent_answer_time	BIGINT	This metric specifies the total callback connection time, as well as the sum of times between the moments when customers answered callback attempts and were connected to the agents.

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