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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

Callback > Detail


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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This page was last edited on June 10, 2020, at 18:16.
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