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.

TIP: Click Auto-Refresh to toggle the automatic data refresh function on and off. Turning Auto-Refresh off is helpful when you want to view your metrics without constant updates being applied to them. If set to off, page refreshes must be done manually.

Practice it: Learn how to set the parameters on the metrics screen in the VHT Callback cloud instance.

Average response

The average response metric represents the average time it takes for an agent and caller to be connected during a callback.

EXAMPLE: The AVG RESPONSE screen reads 00:04:22. The average response time for all call targets in this example is 4 minutes and 22 seconds. Meaning it takes a little over 4 minutes for an agent and caller to be connected.

Average punctuality

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.

EXAMPLE: The AVG PUNCTUALITY screen reads 100.00%. This dashboard reading suggests the average punctuality for all call targets in this example is 100%.

Avg Wait

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.

EXAMPLE: The AVG WAIT readout is  Customer 00:00:00 Agent 00:00:06.  This shows call targets configured to call the agent before calling the customer. Your customer experiences no wait time this way. If the call targets were reversed to call the customer first, the numbers could show the customer having the greater wait time.

Avg Talk

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.  

 

Outcomes

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.

NOTE: Hourly time is represented in military time on the graph.

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.

EXAMPLE: Focusing on afirst call at midnight, a callback was launched on time, the caller had no wait time, he or she was connected with an agent in just under 40 seconds, and talked for 5 minutes and 45 seconds.

New to the VHT Callback Cloud product? Get started here.

Continue reading

Read about the VHT Callback cloud call detail page. The call detail page displays information regarding callbacks that are in progress, including those callbacks that are in queue waiting to be launched, as well as those callbacks already in the process of being returned.