Contents
- Introduction
- Statistical Data
- General Information About Statistical Data
- agent_performance
- team_performance
- service_in_time_counters
- service_performance
- overflow_counters
- disposition_counters
- callback_counters
- requested_skills
- scenario_steps_counters
- concurrent_users
- Detailed Records
- General Information About Detailed Records
- agent_activity
- call_detail
- interaction_step_skills
- interaction_quality_monitoring
- interaction_quality_monitoring_grades
- 1 callback_counters
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 the Universal Coordinated Time (UTC) time zone |
| end_time | DATETIME | End time of the aggregation interval; time is given in the Universal Coordinated Time (UTC) time zone |
| 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.
Time is given in the Universal Coordinated Time (UTC) time zone. |
| 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.
Time is given in the Universal Coordinated Time (UTC) time zone. |
| 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.
Time is given in the Universal Coordinated Time (UTC) time zone. |