How do I set the parameters for metrics?

Setting parameters for metrics

This tutorial is for the user to gain an understanding of how to set parameters for metrics in the VHT CallbackĀ® Cloud instance.

Use the following steps to set the parameters for metrics:

Step 1: Select Metrics in the Dashboards menu on the left side of the page.
Step 2: In the From: field, use the date selector to set a date or manually type one in the box.
Step 3: In the To: field, use the date selector to set a date or manually type one in the box.
Step 4: In the drop-down menu, select if you want to filter by a Call Target or Category.
Step 5: The Auto-Refresh button is defaulted to ON. Click the Auto-Refresh button if you would like to turn this feature off.
Step 6: If you would like to include all call attempts, select the Include all call attempts box to check it off.

How do I set the parameters on the call details screen?

Setting the parameters on the call details screen

This tutorial is for the user to gain an understanding of how to set the parameters on the call details screen in the VHT Callback cloud instance.

Use the following steps to set the call detail parameters:

Step 1: Click on Call Detail under the Dashboards menu on the left side of the screen.
Step 2: In the From: field, use the date selector to set a date or manually type one in the box.
Step 3: In the To: field, use the date selector to set a date or manually type one in the box.
Step 4: In the drop-down menu, select if you want to filter by a Call Target or Category.
Step 5: The Auto-Refresh button is defaulted to ON. Click the Auto-Refresh button if you would like to turn this feature off.
Step 6: If you would like to include all call attempts, select the Include all call attempts box to check it off.
Step 7: On the No Event Filter drop-down menu, select one of four options, or filter by entering a phone number in the Ph # field:

  • No Event Filter
  • Registration Events
  • Connecting Events
  • Final Events

Step 8: the results that match will automatically show up on the screen.

How do I filter the call detail results?

Filtering the call detail results

This tutorial is for the user to gain an understanding of how to filter the call detail results in the VHT Callback cloud instance.

Use the following steps to filter the call detail results:

Step 1: After setting the parameters for the call details screen, you can move onto filtering the results that appear. The results will automatically appear as you select a filter.
Step 2: On the No Event Filter drop-down menu, select a category you want to filter by. You can filter the results by four options: Registration Events, Connecting Events, Final Events, or leave the default on, No Event Filter.
Step 3: You can narrow your filter even more within a selected option on the drop-down menu. If you select the Registration Events filter, you can choose from twelve options:

  • Choose to Hold
  • Duplicate Request
  • Outside of Hours
  • End of Business Day
  • Next Day Callback Offered
  • Next Day Callback Scheduled
  • Max ECBT Exceeded
  • Max Scheduled Exceeded
  • Max Rate Exceeded
  • Interaction Started
  • Interaction Response
  • SMS Timeout

If you select the Connecting Events filter, you can choose from six options:

  • Priority Queue Timed Out
  • Used Adaptive Callback
  • Rescued from Agent Disconnect
  • Rescheduled
  • Early Hangup
  • Leave Voicemail

If you select the Final Events filter, you can choose from twelve options:

  • Customer Hangup
  • Agent Hangup
  • System Hangup
  • Customer Leg Error
  • Agent Leg Error
  • Customer Busy
  • Agent Busy
  • Customer Leg Rejected
  • Agent Leg Rejected
  • Customer Leg Timeout
  • Agent Leg Timeout
  • Cancel

How do I create an audit report?

Creating an audit report

A Call Target is a destination where callback requests are sent. Configurable settings such as Registration, Dial, and Callback Strategy will impact the user and business experiences and determine how a callback request is treated for a Call Target. This tutorial is for users to learn how to create an audit report in the VHT Callback cloud instance.
Use the following steps to create an audit report:

Step 1: Under Reporting on the side navigation menu, click Reports.
Step 2: At the top of the screen, use the popup calendar to select To and From dates for the audit report.
Step 3: Click the Create Audit Report button next to the selected dates.
Step 4: Under the Actions column, users can click the Download button to download the audit report or Delete to delete the audit report.

How do I delete a report?

Deleting a report

A Call Target is a destination where callback requests are sent. Configurable settings such as Registration, Dial, and Callback Strategy will impact the user and business experiences and determine how a callback request is treated for a Call Target. This tutorial is for users to learn how to delete a report in the VHT Callback cloud instance.
Use the following steps to delete a report:

Step 1: Under Reporting on the side navigation menu, click Reports.
Step 2: Click the Delete button in the Actions column next to the report you want to delete.
Step 3: On the popup window, click Delete Report to confirm that you want to delete this report permanently.
Step 4: You will be redirected back to the Reports page.

How do I download a report?

Downloading a report

A Call Target is a destination where callback requests are sent. Configurable settings such as Registration, Dial, and Callback Strategy will impact the user and business experiences and determine how a callback request is treated for a Call Target. This tutorial is for users to learn how to download a report in the VHT Callback cloud instance.

Use the following steps to download a report:

Step 1: Under Reporting on the side navigation menu, click Reports.
Step 2: Click the Download button in the Actions column next to the report you want to download.
Step 3: The report will be downloaded as an Excel file. Open and save the report as needed.
Step 4: You will be returned to the Call Reports page.

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