From Bright Pattern Documentation
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_step_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
Reporting Database Specification
callback_counters
This 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.
| Column Name | Data Type | Description |
| id | BINARY (16) | Primary key. |
| start_time | DATETIME | Start time of the aggregation interval. |
| end_time | DATETIME | End time of the aggregation interval. |
| 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 | Total callback wait time. The sum of times between the callback requests and the related initial callback attempts. |
| callback_customer_answer_time | BIGINT | Total callback answer time. The sum of times between the moments when callback attempts were initiated and the customers answered them. |
| callback_agent_answer_time | BIGINT | Total callback connection time. The sum of times between the moments when customers answered callback attempts and were connected to the agents. |