From Bright Pattern Documentation
Contents
- Introduction
- Access to Reports and Records
- General Information About Access to Reports and Records
- Report Generation
- Interaction Records Search
- Agent Activity Search
- Quality Management
- General Information About Quality Management
- Call Recordings
- Chat Transcripts
- Email Messages
- Screen Recordings
- Detail Reports
- Aggregate Reports
- General Information About Aggregate Reports
- Agent Performance Report
- Agent Time Allocation Report
- Intra-Team by Service Report
- Intra-Team Performance Report
- Team Operation Quality Report
- Team Performance Report
- Scenario Block Disconnects Report
- Scenario Block Frequency Report
- Requested Skills Report
- Service in Time Report
- Service Metrics Report
- Service Staffing and Overflow Report
- 1 Virtual Queue (Callback) Report
- Campaign in Time Report
- Dispositions in Time Report
- Telemarketing Compliance Report
- Email Service Report
- Agent Email Report
- Team Email Report
- Campaign Results
- Recordings Details
Reporting Reference Guide
Virtual Queue (Callback) Report
This report provides a set of metrics for virtual queues associated with selected services. 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 given service. Note that callback attempts are counted for the aggregation intervals in which the corresponding inbound calls entered the system.
| Metric Name | Description |
| Callbacks Requested | Number of calls queued for this service that requested callbacks (i.e., selected the Virtual Queue option). |
| % | Percent of calls queued for this service that requested callbacks relative to all incoming calls except the ones abandoned in IVR or short abandoned. |
| Callbacks Busy | Number of callbacks that failed because the called party was busy. |
| % | Percent of callbacks that failed because the called party was busy relative to all requested callbacks. |
| Callbacks No Answer | Number of callbacks that failed because the called party did not answer. |
| % | Percent of callbacks that failed because the called party did not answer relative to all requested callbacks. |
| Callbacks Answered | Number of callbacks that were answered by the called party. |
| % | Percent of callbacks that were answered by the called party relative to all requested callbacks. |
| Avg Wait Time to Callback | Average callback wait time (i.e., time between the callback requests and the related initial callback attempts). |
| Avg Callback Dialing Time | Average callback answer time (i.e., time between the moments when callback attempts were initiated and the customers answered them). |
| Avg Agent Answer Time | Average callback connection time (i.e., time between the moments when customers answered callback attempts and were connected to the agents). |
| Callbacks Abandoned | Number of callbacks that were answered by customers and then abandoned by them while waiting for an agent (in queue or ringing). |
| % | Percent of Callbacks Abandoned relative to all requested callbacks. |