Callback Metrics

The Callback folder contains numerous metrics that you can use to build Callback-related reports.

Note the following:

• Unless other wise noted, metrics that show time, display a whole integer representing the number of seconds.
• For detailed information about the different metric types, see Project terminology and concepts.

Important

Objects in each folder or subfolder are designed to be used together to create reports. Avoid mixing attributes and metrics from multiple folders into your reports. One exception to this rule is objects in the Time folder; Time attributes can be used in any report, and most reports include at least one attribute from the Time folder.

The following Metrics are available in this folder and are described on this page.

Callback

• % Abandoned
• % Canceled
• % Customer Connected
• % Declined
• % Successful
• % Unsuccessful
• Abandon Waiting For Agent
• Accepted
• Accepted Immediate
• Accepted Scheduled
• Accepted Wait For Agent
• Added Agents
• Attempt 1
• Attempt 2
• Attempt 3
• Attempt 4
• Attempted
• Avg Added Agents
• Avg Offer Time
• Avg Saved Time
• Avg Time to Abandon Waiting For Agent
• Avg Time To Wait For An Agent
• Callback Attempts
• Callbacks
• Canceled
• Customer Connected
• Declined
• Establish Time
• Expected Wait Time
• Expected Wait Time when Offered
• Failed Transfers before Agent is connected
• Failed Transfers to Agent
• Forced Dialed
• Max Establish Time
• Max Establish Time (Fmt)
• Max Expected Wait Time
• Max Expected Wait Time (Fmt)
• Max Expected Wait Time when Offered
• Max Expected Wait Time when Offered (Fmt)
• Max Offer Time
• Max Offer Time (Fmt)
• Max Offline Waiting Time
• Max Offline Waiting Time (Fmt)
• Max Position in Queue
• Max Position in Queue when Offered
• Max Saved Time
• Max Saved Time (Fmt)
• Max Time to Abandon Waiting For Agent
• Max Time to Abandon Waiting For Agent (Fmt)
• Max Time to Wait For Agent
• Max Time to Wait For Agent (Fmt)
• Min Expected Wait Time when Offered
• Min Expected Wait Time when Offered (Fmt)
• Min Position in Queue when Offered
• Min Saved Time
• Min Saved Time (Fmt)
• Offer Time
• Offered
• Offline Waiting Time
• Position in Queue
• Position in Queue when Offered
• Requested Agent Assistance
• Saved Time
• Start Date Time Key
• Successful
• Time to Abandon Waiting For Agent
• Time to Wait For Agent
• Timeout Waiting

Callback > Detail

• Abandoned Waiting
• Accepted
• Added Agent
• Callback Accepted Timestamp
• Callback Attempts
• Callback Offer Time
• Callback Offered Timestamp
• Callback Offers per Session
• Connect Waiting Time
• Customer Connected Timestamp
• Customer Ready To Start Timestamp
• Desired Time
• Desired Timestamp
• Establish Time
• Expected Wait Time
• Expected Wait Time When Offered
• Last Callback Offer Time
• Last Callback Offered Timestamp
• Offered
• Offline Waiting Time
• Position in Queue
• Position in Queue When Offered
• Push Delivery Confirmed Timestamp
• Ready To Start Timestamp
• Requested Agent Assistance
• Service Start Timestamp
• Start DateTime Key
• Timeout Warning
• Transfer Failed

Folder: Callback

Metric name: % Abandoned		Folder: Callback
Description: The percentage of callback customer interactions that were abandoned by the customer while waiting for an agent to connect.
Source or Calculation: Refer to the Abandon Waiting For Agent and Accepted Callback metrics.		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: % Canceled		Folder: Callback
Description: The percentage of callback customer interactions that were canceled before completion. Includes all canceled callbacks, whether canceled manually by the customer, manually by an administrator, or automatically because the customer called again before the callback was completed.
Source or Calculation: Refer to the Accepted and Canceled callback metrics.		Used in: Callback Summary Report
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: % Customer Connected		Folder: Callback
Description: The percentage of customer calls that connected after callback dialout, including instances where no agent was connected.
Source or Calculation: Refer to the Callback > Customer Connected and Accepted metrics.		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: % Declined		Folder: Callback
Description: The percentage of customer callback offers that were declined by the customer.
Source or Calculation: Refer to the Callback > Offered and Accepted metrics.		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: % Successful		Folder: Callback
Description: The percentage of callbacks that successfully connected the customer with an agent.
Source or Calculation: Refer to the Callback > Successful and Callback > Accepted callback metrics.		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: % Unsuccessful		Folder: Callback
Description: The percentage of callback customer interactions that were not completed successfully (because they were abandoned, declined, or canceled).
Source or Calculation: Refer to the Callback > Successful and Callback > Accepted metrics.		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Abandon Waiting For Agent		Folder: Callback
Description: The total number of times that customer callbacks were abandoned by the customer while waiting for an agent to connect.
Source or Calculation: AG2_CALLBACK_[*].ABANDONED_WAITING		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Accepted		Folder: Callback
Description: The total number of times that callback was accepted by a customer
Source or Calculation: AG2_CALLBACK_[*].CALLBACK_ACCEPTED		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Accepted Immediate		Folder: Callback
Description: The total number of times that IMMEDIATE callback was accepted by a customer.
Source or Calculation: AG2_CALLBACK_*.ACCEPTED_IMMEDIATE		Used in: Callback Summary Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Accepted Scheduled		Folder: Callback
Description: The total number of times that SCHEDULED callback was accepted by a customer.
Source or Calculation: AG2_CALLBACK_*.ACCEPTED_SCHEDULED		Used in: Callback Summary Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Accepted Wait For Agent		Folder: Callback
Description: The total number of times that WAIT FOR AGENT callback was accepted by a customer.
Source or Calculation: AG2_CALLBACK_*.ACCEPTED_WAIT_FOR_AGENT		Used in: Callback Summary Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Added Agents		Folder: Callback
Description: The total number of times agents were successfully added to a callback call.
Source or Calculation: AG2_CALLBACK_[*].AGENT_ADDED_TO_IXN		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Attempt 1		Folder: Callback
Description: The total number of callback connections that were successfully completed on the first callback attempt.
Source or Calculation: AG2_CALLBACK_[*].CONNECTED_ATTEMPT1		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Attempt 2		Folder: Callback
Description: The total number of callback connections that were successfully completed on the second callback attempt.
Source or Calculation: AG2_CALLBACK_[*].CONNECTED_ATTEMPT2		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Attempt 3		Folder: Callback
Description: The total number of callback connections that were successfully completed on the third callback attempt.
Source or Calculation: AG2_CALLBACK_[*].CONNECTED_ATTEMPT3		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Attempt 4		Folder: Callback
Description: The total number of callback connections that were successfully completed on the fourth callback attempt.
Source or Calculation: AG2_CALLBACK_[*].CONNECTED_ATTEMPT4		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Attempted		Folder: Callback
Description: The total number of callback attempts, including the one that succeeded.
Source or Calculation: AG2_CALLBACK_[*].CALLBACK_ATTEMPTED		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Avg Added Agents		Folder: Callback
Description: The average score measuring how often agents were successfully added to a callback call.
Source or Calculation: Refer to the Callback > Callbacks and Callback > Added Agents metrics.		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Avg Offer Time		Folder: Callback
Description: The average amount of time that elapsed between when a callback was offered to the customer, and when the customer accepted or declined the offer.
Source or Calculation: Refer to the Callback > Callbacks and Callback > Offer Time metrics.		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Avg Saved Time		Folder: Callback
Description: The average number of minutes of call time that were saved because of callback.
Source or Calculation: Refer to the Callback > Saved Time and Callback > Successful metrics.		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Avg Time to Abandon Waiting For Agent		Folder: Callback
Description: After successful callback, the average amount of time customers spent waiting for agents before abandoning the call.
Source or Calculation: Refer to the Callback > Time To Abandon Waiting For Agent and Callback > Abandon Waiting For Agent metrics.		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Avg Time To Wait For An Agent		Folder: Callback
Description: After a successful callback, the average amount of time a customer spent waiting for an agent.
Source or Calculation: Refer to the Callback > Customer Connected and Callback > Time To Wait For Agent metrics.		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Callback Attempts		Folder: Callback
Description: The number of times the system attempted to call the customer back.
Source or Calculation: AG2_CALLBACK_[*].CALLBACK_ATTEMPTS		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Callbacks		Folder: Callback
Description: The total number of callback calls processed.
Source or Calculation: AG2_CALLBACK_[*].CALLBACKS		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Canceled		Folder: Callback
Description: The total number of callback attempts that were canceled, either by the customer or by the contact center.
Source or Calculation: AG2_CALLBACK_[*].CALLBACK_CANCELLED		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Customer Connected		Folder: Callback
Description: The total number of times a customer was connected after callback dialout, including instances where no agent was connected.
Source or Calculation: AG2_CALLBACK_[*].CALLBACK_CONNECTED		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Declined		Folder: Callback
Description: The total number of customer callback offers that were declined by the customer.
Source or Calculation: Calculated as the difference between the value of the Callback > Offered and Callback > Accepted metrics.		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Establish Time		Folder: Callback
Description: The amount of time required to establish the outbound call.
Source or Calculation: CALLBACK_FACT_GI2.ESTABLISH_TIME		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Expected Wait Time		Folder: Callback
Description: The customer expected wait time when the callback dial attempt was ready to begin.
Source or Calculation: AG2_CALLBACK_[*].EWT_READY_TO_START_IXN		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Expected Wait Time when Offered		Folder: Callback
Description: At the time callback is offered, the expected time before an agent is available to call back a customer, as of the time callback was offered.
Source or Calculation: CALLBACK_FACT_GI2.EWT_WHEN_OFFERED		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Failed Transfers before Agent is connected		Folder: Callback
Description: The total number of unsuccessful attempts to transfer a caller from the queue to an agent, where the transfer eventually succeeded.
Source or Calculation: AG2_CALLBACK_[*].XFER_TO_AGENT_FAIL_CONN		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Failed Transfers to Agent		Folder: Callback
Description: The number of unsuccessful attempts to transfer a caller from the queue to an agent which did not eventually result in a successful transfer.
Source or Calculation: AG2_CALLBACK_[*].XFER_TO_AGENT_FAIL_NOCONN		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Forced Dialed		Folder: Callback
Description: The total number of calls that were force-dialed (or pushed) regardless of actual agent availability, because the callback queue was being flushed.
Source or Calculation: AG2_CALLBACK_[*].FORCE_DIALED		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Metric type: Disposition
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Metric name: Max Establish Time		Folder: Callback
Description: The maximum amount of time, in seconds, required to establish an outbound call.
Source or Calculation: AG2_CALLBACK_[*].ESTABLISH_MEDIA_IXN_TIME_MAX		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Max Establish Time (Fmt)		Folder: Callback
Description: The maximum amount of time, in HH:MM:SS, required to establish an outbound call.
Source or Calculation: AG2_CALLBACK_[*].ESTABLISH_MEDIA_IXN_TIME_MAX		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Max Expected Wait Time		Folder: Callback
Description: The largest recorded Expected Wait Time of any callback session, in seconds.
Source or Calculation: AG2_CALLBACK_[*].EWT_READY_TO_START_IXN_MAX		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Max Expected Wait Time (Fmt)		Folder: Callback
Description: The largest recorded Expected Wait Time of any callback session, in HH:MM:SS.
Source or Calculation: AG2_CALLBACK_[*].EWT_READY_TO_START_IXN_MAX		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Max Expected Wait Time when Offered		Folder: Callback
Description: The largest recorded Expected Wait Time of any callback session, in seconds.
Source or Calculation: AG2_CALLBACK_[*].EWT_WHEN_OFFERED_MAX		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Max Expected Wait Time when Offered (Fmt)		Folder: Callback
Description: The largest recorded Expected Wait Time of any callback session, in HH:MM:SS.
Source or Calculation: AG2_CALLBACK_[*].EWT_WHEN_OFFERED_MAX		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Max Offer Time		Folder: Callback
Description: The largest recorded amount of time (seconds) that elapsed between when a callback was offered to a customer, and when the customer accepted or declined the offer.
Source or Calculation: AG2_CALLBACK_[*].CALLBACK_OFFER_TIME_MAX		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Max Offer Time (Fmt)		Folder: Callback
Description: The largest recorded amount of time (HH:MM:SS) that elapsed between when a callback was offered to a customer, and when the customer accepted or declined the offer.
Source or Calculation: AG2_CALLBACK_[*].CALLBACK_OFFER_TIME_MAX		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Max Offline Waiting Time		Folder: Callback
Description: The maximum amount of time, in seconds, that any customer waited offline for an agent to become available.
Source or Calculation: AG2_CALLBACK_[*].WAIT_AGENT_OFFLINE_TIME_MAX		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Max Offline Waiting Time (Fmt)		Folder: Callback
Description: The maximum amount of time, in HH:MM;SS, that any customer waited offline for an agent to become available.
Source or Calculation: AG2_CALLBACK_[*].WAIT_AGENT_OFFLINE_TIME_MAX		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Max Position in Queue		Folder: Callback
Description: The maximum position any customer had in the queue when the contact center was ready to begin the callback outbound dial attempt.
Source or Calculation: AG2_CALLBACK_[*].POS_READY_TO_START_IXN_MAX		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Max Position in Queue when Offered		Folder: Callback
Description: The maximum position any customer had in the queue when callback was offered.
Source or Calculation: AG2_CALLBACK_[*].POS_WHEN_OFFERED_MAX		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Max Saved Time		Folder: Callback
Description: The maximum number of minutes of call time that were saved because of Callback.
Source or Calculation: AG2_CALLBACK_[*].SAVED_TIME		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Max Saved Time (Fmt)		Folder: Callback
Description: The maximum amount of call time (HH:MM:SS) that were saved because of Callback.
Source or Calculation: AG2_CALLBACK_[*].SAVED_TIME		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Max Time to Abandon Waiting For Agent		Folder: Callback
Description: After a successful callback, the maximum amount of time, in seconds, that any customer spent waiting before abandoning the call.
Source or Calculation: AG2_CALLBACK_[*].ABANDONED_WAITING_TIME_MAX		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Max Time to Abandon Waiting For Agent (Fmt)		Folder: Callback
Description: After a successful callback, the maximum amount of time, in HH:MM:SS, that any customer spent waiting before abandoning the call.
Source or Calculation: AG2_CALLBACK_[*].ABANDONED_WAITING_TIME_MAX		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Max Time to Wait For Agent		Folder: Callback
Description: After a successful callback, the maximum amount of time, in seconds, that any customer spent waiting for an agent.
Source or Calculation: AG2_CALLBACK_[*].CONN_WAITING_AGENT_TIME_MAX		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Max Time to Wait For Agent (Fmt)		Folder: Callback
Description: After a successful callback, the maximum amount of time, in seconds, that any customer spent waiting for an agent.
Source or Calculation: AG2_CALLBACK_[*].CONN_WAITING_AGENT_TIME_MAX		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Min Expected Wait Time when Offered		Folder: Callback
Description: The smallest Expected Wait Time of any callback session, in seconds, recorded at the instant when a callback was offered.
Source or Calculation: AG2_CALLBACK_[*].EWT_WHEN_OFFERED_MIN		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Min Expected Wait Time when Offered (Fmt)		Folder: Callback
Description: The smallest Expected Wait Time of any callback session, in HH:MM:SS, recorded at the instant when a callback was offered.
Source or Calculation: AG2_CALLBACK_[*].EWT_WHEN_OFFERED_MIN		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Min Position in Queue when Offered		Folder: Callback
Description: The minimum position any customer had in the queue when callback was offered.
Source or Calculation: AG2_CALLBACK_[*].POS_WHEN_OFFERED_MIN		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Min Saved Time		Folder: Callback
Description: This metric, which is hidden from report designers and viewers, is used for internal computations.
Source or Calculation: min(AG2_CALLBACK_[*].SAVED_TIME)		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type:
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Metric name: Min Saved Time (Fmt)		Folder: Callback
Description: This metric, which is hidden from report designers and viewers, is used for internal computations.
Source or Calculation: min(AG2_CALLBACK_[*].SAVED_TIME)		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type:
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Metric name: Offer Time		Folder: Callback
Description: The amount of time that elapsed between when a callback was offered to the customer, and when the customer accepted or declined the offer.
Source or Calculation: AG2_CALLBACK_[*].CALLBACK_OFFER_TIME		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Offered		Folder: Callback
Description: The total number of times that callback was offered to a customer.
Source or Calculation: AG2_CALLBACK_[*].CALLBACK_OFFERED		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Offline Waiting Time		Folder: Callback
Description: The total amount of time, during the reporting interval, that customers waited offline for an agent to become available.}
Source or Calculation: AG2_CALLBACK_[*].WAIT_AGENT_OFFLINE_TIME		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Position in Queue		Folder: Callback
Description: The customer's position in the queue when the callback outbound dial attempt was ready to begin.
Source or Calculation: AG2_CALLBACK_[*].POS_READY_TO_START_IXN		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Position in Queue when Offered		Folder: Callback
Description: The customer’s position in the queue when callback was offered.
Source or Calculation: AG2_CALLBACK_[*].POS_WHEN_OFFERED		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Requested Agent Assistance		Folder: Callback
Description: The total number of callback calls wherein the customer requested agent assistance.
Source or Calculation: AG2_CALLBACK_[*].IXN_REQ_AGENT		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Saved Time		Folder: Callback
Description: The total number of minutes of call time that were saved because of callback.
Source or Calculation: AG2_CALLBACK_[*].SAVED_TIME		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Start Date Time Key		Folder: Callback
Description: This hidden metric is reserved for internal use to employ a key for a particular date and time from the AG2_CALLBACK_* hierarchy.
Source or Calculation: AG2_CALLBACK_[*].DATE_TIME_KEY		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Successful		Folder: Callback
Description: The total number of callbacks that successfully connected the customer with an agent.
Source or Calculation: AG2_CALLBACK_[*].CALLBACK_RETURNED		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Time to Abandon Waiting For Agent		Folder: Callback
Description: After successful callback, the total amount of time all customers spent waiting for agents before abandoning the call.
Source or Calculation: AG2_CALLBACK_[*].ABANDONED_WAITING_TIME		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Time to Wait For Agent		Folder: Callback
Description: After successful callbacks, the total amount of time all customers spent waiting for an agent.
Source or Calculation: AG2_CALLBACK_[*].CONN_WAITING_AGENT_TIME		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Timeout Waiting		Folder: Callback
Description: The total number of times that a customer was disconnected because the max timeout limit was reached.
Source or Calculation: AG2_CALLBACK_[*].TIMEOUT_WAITING		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Folder: Callback > Detail

Metric name: Abandoned Waiting		Folder: Callback > Detail
Description: Indicates whether the call was abandoned by the customer while waiting for an agent to connect. (0=no, 1=yes)
Source or Calculation: CALLBACK_FACT_GI2.ABANDONED_WAITING		Used in: Callback Details Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
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Metric name: Accepted		Folder: Callback > Detail
Description: Indicates whether callback was accepted by the customer. (0=no, 1=yes)
Source or Calculation: CALLBACK_FACT_GI2.CALLBACK_ACCEPTED		Used in: Callback Details Report
Media type: Voice,Chat Data type: Number Metric type: Detail
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Metric name: Added Agent		Folder: Callback > Detail
Description: Indicates whether an agent was successfully added to the callback call. (0=no, 1=yes)
Source or Calculation: CALLBACK_FACT_GI2.AGENT_ADDED_TO_IXN		Used in: Callback Details Report
Media type: Voice,Chat Data type: Number Metric type: Detail
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Metric name: Callback Accepted Timestamp		Folder: Callback > Detail
Description: The time when the customer accepted callback during the session.
Source or Calculation: CALLBACK_FACT_GI2.CALLBACK_ACCEPTED_TS_TIME		Used in: Callback Details Report
Media type: Voice,Chat Data type: Date Metric type: Detail
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Metric name: Callback Attempts		Folder: Callback > Detail
Description: The number of times the system attempted to call the customer back.
Source or Calculation: CALLBACK_FACT_GI2.CALLBACK_ATTEMPTS		Used in: Callback Details Report
Media type: Voice,Chat Data type: Number Metric type: Detail
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Metric name: Callback Offer Time		Folder: Callback > Detail
Description: The amount of time that elapsed between the instant when a callback was offered to the customer, and the instant when the customer accepted or declined the offer.
Source or Calculation: CALLBACK_FACT_GI2.CALLBACK_OFFER_TIME		Used in: Callback Details Report
Media type: Voice,Chat Data type: Number Metric type: Detail
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Metric name: Callback Offered Timestamp		Folder: Callback > Detail
Description: The time when the customer was first offered callback during the session.
Source or Calculation: CALLBACK_FACT_GI2.CALLBACK_OFFERED_TS_TIME		Used in: Callback Details Report
Media type: Voice,Chat Data type: Date Metric type: Detail
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Metric name: Callback Offers per Session		Folder: Callback > Detail
Description: The number of times callback was offered, per single interaction.
Source or Calculation: CALLBACK_FACT_GI2.CALLBACK_OFFERS_PER_SESSION		Used in: Callback Details Report
Media type: Voice,Chat Data type: Number Metric type: Detail
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Metric name: Connect Waiting Time		Folder: Callback > Detail
Description: The amount of time that elapsed between when the customer connected to the callback call and when an agent was connected.
Source or Calculation: CALLBACK_FACT_GI2.CONN_WAITING_AGENT_TIME		Used in: Callback Details Report
Media type: Voice,Chat Data type: Number Metric type: Detail
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Metric name: Customer Connected Timestamp		Folder: Callback > Detail
Description: The time when the customer started waiting to be connected to an agent.
Source or Calculation: CALLBACK_FACT_GI2.CUSTOMER_CONNECTED_TS_TIME		Used in: Callback Details Report
Media type: Voice,Chat Data type: Date Metric type: Detail
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Metric name: Customer Ready To Start Timestamp		Folder: Callback > Detail
Description: The time when the customer was ready to start media interaction for CUSTOMER_ORIGINATED scenarios. This value is typically set when the application sends a request for an access number to dial and access code for match function.
Source or Calculation: CALLBACK_FACT_GI2.CUSTOMER_READY_TO_START_IXN_TS_TIME		Used in: Callback Details Report
Media type: Voice,Chat Data type: Date Metric type: Detail
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Metric name: Desired Time		Folder: Callback > Detail
Description: The amount of elapsed time that was promised to the customer before callback.
Source or Calculation: CALLBACK_FACT_GI2.DESIRED_TIME_TS		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Detail
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Metric name: Desired Timestamp		Folder: Callback > Detail
Description: The callback date and time that was promised to the customer when callback was scheduled. For ASAP callback, this value equals Callback Accepted Timestamp.
Source or Calculation: CALLBACK_FACT_GI2.DESIRED_TS_TIME		Used in: Callback Details Report
Media type: Voice,Chat Data type: Number Metric type: Detail
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Metric name: Establish Time		Folder: Callback > Detail
Description: The amount of time required to establish the outbound call.
Source or Calculation: CALLBACK_FACT_GI2.ESTABLISH_MEDIA_IXN_TIME		Used in: Callback Details Report
Media type: Voice,Chat Data type: Number Metric type: Detail
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Metric name: Expected Wait Time		Folder: Callback > Detail
Description: The customer expected wait time when the callback dial attempt was ready to begin.
Source or Calculation: CALLBACK_FACT_GI2.EWT_READY_TO_START_IXN		Used in: Callback Details Report
Media type: Voice,Chat Data type: Number Metric type: Detail
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Metric name: Expected Wait Time When Offered		Folder: Callback > Detail
Description: The expected time before an agent is available to call back a customer, as of the time callback was offered.
Source or Calculation: AG2_CALLBACK_[*].EWT_WHEN_OFFERED		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Detail
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Metric name: Last Callback Offer Time		Folder: Callback > Detail
Description: The duration (in seconds) of the last callback offered to a customer during the session.
Source or Calculation: CALLBACK_FACT_GI2.LAST_CALLBACK_OFFER_TIME		Used in: Callback Details Report
Media type: Voice,Chat Data type: Number Metric type: Detail
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Metric name: Last Callback Offered Timestamp		Folder: Callback > Detail
Description: The date and time of the last callback offered to a customer during the session.
Source or Calculation: CALLBACK_FACT_GI2.LAST_CALLBACK_OFFERED_TS_TIME		Used in: Callback Details Report
Media type: Voice,Chat Data type: Date Metric type: Detail
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Metric name: Offered		Folder: Callback > Detail
Description: Indicates whether callback was offered to the customer. (0=no, 1=yes)
Source or Calculation: CALLBACK_FACT_GI2.CALLBACK_OFFERED		Used in: Callback Details Report
Media type: Voice,Chat Data type: Number Metric type: Detail
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Metric name: Offline Waiting Time		Folder: Callback > Detail
Description: The amount of time, in seconds, the customer waited offline for an agent to become available.
Source or Calculation: CALLBACK_FACT_GI2.WAIT_AGENT_OFFLINE_TIME		Used in: Callback Details Report
Media type: Voice,Chat Data type: Number Metric type: Detail
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Metric name: Position in Queue		Folder: Callback > Detail
Description: The customer's position in the queue when the callback outbound dial attempt was ready to begin.
Source or Calculation: CALLBACK_FACT_GI2.POS_READY_TO_START_IXN		Used in: Callback Details Report
Media type: Voice,Chat Data type: Number Metric type: Detail
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Metric name: Position in Queue When Offered		Folder: Callback > Detail
Description: The customer’s position in the queue when callback was offered.
Source or Calculation: CALLBACK_FACT_GI2.POS_WHEN_OFFERED		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Detail
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Metric name: Push Delivery Confirmed Timestamp		Folder: Callback > Detail
Description: The time when the application confirmed that push notification was received. This is used for CUSTOMER_ORIGINATED scenarios.
Source or Calculation: CALLBACK_FACT_GI2.PUSH_DELIVERY_CONFRMD_TS_TIME		Used in: Callback Details Report
Media type: Voice,Chat Data type: Number Metric type: Detail
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Metric name: Ready To Start Timestamp		Folder: Callback > Detail
Description: Either: Time when the Contact Center was ready to start outbound dial attempt for CUSTOMER_TERMINATED scenarios, or Time when the Contact Center sent push notification to user device in CUSTOMER_ORIGINATED scenarios.
Source or Calculation: CALLBACK_FACT_GI2.READY_START_MEDIA_TS_TIME		Used in: Callback Details Report
Media type: Voice,Chat Data type: Number Metric type: Detail
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Metric name: Requested Agent Assistance		Folder: Callback > Detail
Description: The number of callbacks that were offered to customers who had requested agent assistance. (0=no, 1=yes)
Source or Calculation: CALLBACK_FACT_GI2.IXN_REQ_AGENT		Used in: Callback Details Report
Media type: Voice,Chat Data type: Number Metric type: Detail
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Metric name: Service Start Timestamp		Folder: Callback > Detail
Description: The date and time (UTC) when the Callback service started.
Source or Calculation: CALLBACK_FACT_GI2.SERVICE_START_TS_TIME		Used in: Callback Details Report
Media type: Voice,Chat Data type: Date Metric type: Detail
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Metric name: Start DateTime Key		Folder: Callback > Detail
Description: This hidden metric is reserved for internal use to employ a key for a particular date and time from the CALLBACK_FACT_GI2.* hierarchy.
Source or Calculation: CALLBACK_FACT_GI2.START_DATE_TIME_KEY		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Detail
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Metric name: Timeout Warning		Folder: Callback > Detail
Description: The number of times that a customer was disconnected because the max timeout limit was reached.
Source or Calculation: CALLBACK_FACT_GI2.TIMEOUT_WAITING		Used in: Callback Details Report
Media type: Voice,Chat Data type: Number Metric type: Detail
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Metric name: Transfer Failed		Folder: Callback > Detail
Description: The number of failed attempts to transfer the callback interaction to the agent.
Source or Calculation: CALLBACK_FACT_GI2.XFER_TO_AGENT_FAILED		Used in: Callback Details Report
Media type: Voice,Chat Data type: Number Metric type: Detail
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