Queue Callback Realtime Definitions

Queue Callback Realtime Count Definitions

Accepted Callback Count: Provides the total number of Accepted Callbacks

Callbacks Scheduled: Provides the number of callbacks scheduled

Group Overflow: Answered: Includes calls that went to Initial Group and then were answered by the Overflow Group

Group Overflow: Presented: Includes calls that went to the Initial Group and then rang Overflow Group

Group Overflow: Voicemail: Includes calls that went to the Initial Group and then went to voicemail in Overflow Group

Unaccepted Callback Count: Provides the total number of Unaccepted Callbacks

Queue Callback Realtime Duration Definitions

Time to First Callback: Includes the total, maximum, minimum, average, or median duration for the first callback attempt

Queue Callback Realtime Miscellaneous Definitions

Accepted Callback Count: Includes the number of Callbacks Accepted

Accepted Callback Percent: Includes the percent of Callbacks Accepted for a specified skill

Callbacks Scheduled: Includes the number of Callbacks scheduled

Time to First Callback: Provides the total, maximum, minimum, average, or median time of first Callback

Unaccepted Callback Count: Provides the number or Callbacks that were not accepted