Metrics provide users with an overall status of their VHT Callback® cloud instance.
Set the Metrics parameters
The top bar on the page allows the user to filter their results based on date and Call Target parameters. Start by going to https://callback.vhtcx.com.
Step 1: On the sidebar menu, click on Metrics.
Step 2: From – Select the start date for your range.
Step 3: To – Select the end date for your range.
Step 4: Select the desired Call Target or Category from the dropdown list.
Step 5: Select the Include all call attempts box if you want to include all launch attempts for a given callback, including any failed attempts, and attempts that did not result in a connection with a customer.
Practice it: Learn how to set the parameters on the metrics screen in the VHT Callback cloud instance.
The average response metric represents the average time it takes for an agent and caller to be connected during a callback.
The average punctuality metric represents the callback punctuality for either a call target or the VHT Callback cloud instance. The punctuality is measured at plus or minus 20%. Meaning if an estimated callback time is 10 minutes from now and the system calls them back in 9 minutes, it will display as being 100% punctual because it falls within the 20% range of 8-12 minutes.
The average wait time metric represents the average time a customer and agent has to wait on hold before they are connected to a call.
This is not included in the Avg Talk calculation.
The average talk time metric represents the average time an agent spends talking with a caller.
Talk time is calculated by subtracting the time the call began from the time it ended.
This does not include Wait time.
The outcomes metric displays a donut graph showing how many calls were successful (Success), how many calls failed (Failure), how many callers where unavailable when called back (Unavailable), and how many callers cancelled during callback (Cancelled). A user can also drill down into each category by clicking on General Outcomes and choosing the category they want to view.
Call volume timeline
The call volume timeline metric displays a timeline of the total number of calls requested and processed within the system or per call target. The timeline itself will either display in an hourly or day format depending on the filtered dates in the title bar. The y -axis represents the number of calls and the x-axis represents time.
Call experience timeline
The call experience timeline metric represents the customer’s experience throughout the life-cycle of the call. This includes measure key indicators such as wait time, callback punctuality, response time, and talk duration. All of which could positively or negatively effect the customer’s experience.
New to the VHT Callback Cloud product? Get started here.