Scheduled Callbacks Calls Analysis
The Scheduled Callbacks Calls Analysis is designed to enable customers to conduct a comprehensive analysis of the scheduled callback lifecycle, from initial scheduling through to finalization. This dataset assists supervisors in monitoring the timely execution of callbacks and assessing agent conduct, such as instances of skipping or rescheduling.
Dataset Dimensions and Metrics
| Metric name | Description | Metric type | Filter |
|---|---|---|---|
| Interaction id | The unique identification of the callback attempt. | String | |
| Parent interaction id | The unique identification of the parent call of the callback. For example, in a campaign call callback 1 is scheduled, and in callback 1 callback 2 is scheduled. For callback 2, its parent call is callback 1. | String | |
| Root interaction id | The unique identification of the root call of the callback. For example, in a campaign call callback 1 is scheduled, and in callback 1 callback 2 is scheduled. For callback 2, its root call is the campaign call. | String | Yes |
| Callback id | Unique identification of the callback. | String | |
| Callback created time | Timestamp when callback was created. | Date time | |
| Scheduled time to call | Timestamp when the callback was originally scheduled to be placed out. It is the time selected by the agent when scheduling a callback. The time can be updated before attempted, but after attempted, the time will not change. | Date time | |
| Call initiated time | Timestamp when the callback finds an available agent and is about to be launched. | Date time | |
| Agent preview time | Duration of time agent spent on the preview screen. | Time in seconds | |
| Call started time | Start timestamp of when the dial attempt to the contact was initiated (only has value if the agent makes the call). Call initiated time + Agent preview time doesn't always equal Call started time due to minor system delays. | Date time | |
| Ring at contact | Duration of time callback rings at the contact side (only has value if the agent makes the call). | Time in seconds | |
| Contact answer time | Timestamp when a contact picks up the call. | Date time | |
| On call duration | Duration of time the contact picks up until the call is hung up either by contact or agent (doesn't include ACW). | Time in seconds | |
| Call finished time | Timestamp when the first call leg terminates. The field only has value if the agent makes the call. | Date time | Yes |
| Next time to call | The timestamp callback will be retried at the earliest time possible. Calculated based on retry intervals or the time the agent rescheduled to. No value if in final state. | Date time | |
| Attempt number | Number of attempts made at contact side. Skip and Finalize will not be counted as an attempt. | Number | Yes |
| System disposition | Values include: Connected, Finalized, Rescheduled, Invalid number, Busy, No answer, Agent hang up before connection. | String | Yes |
| Agent disposition | Disposition agent selected in call wrap up. | String | Yes |
| Notes | Notes agent input in call wrap up. | String | |
| Assignment type | Possibilities: Myself only, Myself if available, Specific agent(s), Specific ring group(s), Any available agents. | String | Yes |
| Assignees | Displays agent's name(s) or ring group name(s) based on assignment type. Not populated for Any available agents. | String | |
| Handled agent id | ID of the agent who handled the callback attempt. | String | |
| Handled agent name | Name of the agent who handled the callback. | String | Yes |
| Handled agent email | Email of the agent who handled the callback attempt. | String | |
| Created agent id | ID of the agent who created the callback. | String | |
| Created agent name | Name of the agent who created the callback. | String | Yes |
| Created agent email | Email of the agent who created the callback. | String | |
| Contact phone | Contact number which is scheduled with the callback. | String | |
| Talkdesk phone | Talkdesk number which initiated the call. | String | |
| Root call type | Possibilities: Proactive Outbound, Inbound, Manual outbound. | String | Yes |
| Campaign name | Populate campaign name when root call type is campaign. | String | Yes |
| Campaign id | Populate campaign id when root call type is campaign. | String | |
| List name | Populate list name when root call type is campaign. | String | |
| List id | Populate list id when root call type is campaign. | String | |
| Record id | Populate record id when root call type is campaign. | String | Yes |
| Record extra data | Populate record extra data when root call type is campaign. | String |
Updated 5 days ago