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Genesys Interactive Insights 8.5 Universe Guide Supplement

This page supplements the Genesys Interactive Insights Universe Guide by providing information about changes introduced in release 8.5.x of Genesys Interactive Insights (GI2).

Post Call Survey

New classes and dimensions were added to support Post Call Survey. (GII-5536)

Important

Post Call Survey is supported in GI2 8.5 releases, and also in GI2 8.1.106.12 and later 8.1.1 releases.

Low cardinality User data

New classes enable the inclusion of low cardinality data (from USER_DATA_CUST_DIM_1/ USER_DATA_CUST_DIM_2) in Detail reports. (GII-5548)

Low cardinality User data-related Classes

Dimension 1...Dimension 10 were updated to include the following new classes:

Detail query optimization

A new template condition, PreSetAndDayAndTimeRange MSSQL, was added to the Service Objects class to improve performance of Detail reports on MSSQL Server partitioned databases. To force MSSQL Server to perform partition elimination in Detail reports, you can include this template in standard PreSetAndDayAndTimeRange conditions from the Detail class.

Callback

Callback allows customers to provide a number at which the system can call them back when an agent is available; so your customers spend less time on hold, reducing customer frustration and freeing up valuable system resources.

Starting with release 8.5.0, GI2 supports Callback reporting by providing 2 new reports, 2 new classes, 11 new dimensions, 6 new conditions, 2 new List of Values (lov), and more than 80 new measures. Callback is also supported in some release 8.1.1 cloud deployments.

For information about configuring callback reporting, see Callback Reporting, and see also the information in the Genesys Interactive Insights Deployment Guide about configuring Interaction Concentrator (ICON) and Genesys Mobile Services (GMS) to enable Callback reporting.

Callback reports

Two reports are added to support callback.

The Callback Summary Report

Callback Summary Report

Use the Callback Summary Report to assess overall callback success rates in your contact center. The report shows, at a glance, the number and percentage of offered callbacks that were successful, versus how many were declined, canceled, or abandoned.

In addition to the Main tab, this report offers four tabs that you can use to see:

• A breakdown of callback activity by offer type
• The cost savings from callback
• The number of attempts required to complete callbacks
• A breakdown of the customer wait times

To get a better idea of what this report looks like, view sample output from the report:
Sample_Callback_Summary_Report.pdf

The following table explain the prompts you can select when you generate the Callback Summary Report.

The Callback Details Report

Callback Details Report

Use the Callback Details Report to learn exactly what happened with each callback scheduled in your contact center, including the time at which each state in the call began and ended, and the duration of each state.

To get a better idea of what this report looks like, view sample output from the report:
Sample_Callback_Details_Report.pdf

The following table explain the prompts you can select when you generate the Callback Details Report.

Callback-related dimensions

New Dimensions to support Callback

Dimension	Description	Classes	Data Mart Table.Column	Internal Metric ID	LOV	Data Type
Callback Direction	This dimension enables data to be organized based on which party originated the call. Values={CUSTOMER_TERMINATED, CUSTOMER_ORIGINATED}	Callback	CALLBACK_DIM_2 .CALL_DIRECTION	CB_CALL_DIRECTION	None	Character
Callback Offer Type	This dimension enables data to be organized based on the type of callback offer that was presented to the customer. Values: {SCHEDULED, WAIT_FOR_AGENT, COMBINED_SCHEDULED_AND_WAIT_FOR_AGENT} For example: During off-hours, only the scheduled option is available. Business rules can also allow only wait_for_agent option during on-hours, or a combination of scheduled and wait_for_agent.	Callback	CALLBACK_DIM_1 .CALLBACK_OFFER_TYPE	CB_CALLBACK_OFFER_TYPE	None	Character
Callback Type	This dimension enables data to be organized based on the type of callback. Values: {IMMEDIATE,WAIT_FOR_AGENT, SCHEDULE}	Callback	CALLBACK_DIM_1.CALLBACK_TYPE	CB_CALLBACK_TYPE	callbacktype_lov	Character
Channel	This dimension enables data to be organized based on the Callback origination channel. Values={ivr, web}.	Callback	CALLBACK_DIM_1.CHANNEL	CB_CHANNEL	callbackchannel_lov	Character
Dial Dialog Result	This dimension enables data to be organized based on the cause of the final dialing result. Values={RIGHT_PERSON, WRONG_PERSON, CANCELED}	Callback	CALLBACK_DIM_2.DIAL_DIALOG_RESULT	CB_DIAL_DIALOG_RESULT	None	Character
Final Dial Result	This dimension enables data to be organized based on the final dialing result. Values={BUSY, NO_ANSWER, ANSWERING_MACHINE, ERROR_TONE, FAX, PERSON, REDIAL_LIMIT_REACHED}	Callback	CALLBACK_DIM_2.FINAL_DIAL_RESULT	CB_FINAL_DIAL_RESULT	None	Character
Offer Timing	This dimension enables data within the reporting interval to be organized based on whether the callback arrived during normal hours of operation, or during off-hours. Values={OFF-HOURS, ON-HOURS}: OFF-HOURS: callback (typically scheduled only) was offered during non-operational hours ON-HOURS: callback was offered during operational (business) hours	Callback	CALLBACK_DIM_2.OFFER_TIMING	CB_OFFER_TIMING	None	Character
Order Connect	This dimension enables data within the reporting interval to be organized based on the order in which the parties connected. Values={CUSTOMER_FIRST, AGENT_FIRST_PREVIEW, AGENT_FIRST_NO_PREVIEW}.	Callback	CALLBACK_DIM_1.CONNECT_ORDER	CB_CONNECT_ORDER	None	Character
Callback/Queue	This dimension enables data within the reporting interval to be organized based on the name of the virtual queue.	Callback	RESOURCE_Q.RESOURCE_NAME	CB_RESOURCE_NAME	queue_lov	Character
Callback/Queue Type	This dimension enables data within the reporting interval to be organized based on the type of the virtual queue.	Callback	RESOURCE_Q.RESOURCE_TYPE			Character
Callback Detail/Queue	This dimension enables data within the reporting interval to be organized based on the name of the virtual queue.	Callback Detail	RESOURCE_Q.RESOURCE_NAME WHERE RESOURCE_Q.RESOURCE_TYPE_CODE in ('QUEUE','NONE','UNKNOWN')	CBF_Q_RESOURCE_NAME	queue_lov	Character
Callback Detail/Queue Type	This dimension enables data within the reporting interval to be organized based on the type of the virtual queue.	Callback Detail	RESOURCE_Q.RESOURCE_SUBTYPE			Character

Callback-related conditions

New and Updated Conditions to support callback

Condition	Description	Classes	LOV
Callback Type	This condition prompts you to select values from the Callback Type list box of the Callback and Callback Details reports. The condition recognizes a selection of one or more categories or a selection of ALL, which returns all categories that are defined within the given tenant. If the default is used, the reports include all category values in the result set when the reports are run.	Callback	callbacktype_lov
Channel	This condition prompts you to select values from the Channel list box of the Callback and Callback Details reports. The condition recognizes a selection of one or more categories or a selection of ALL, which returns all categories that are defined within the given tenant. If the default is used, the reports include all category values in the result set when the reports are run.	Callback	callbackchannel_lov
DateRange	The Callback class is added to this existing condition.	Activity, Agent Contact, Business Attribute, Callback, Contact Attempt, Time	daterange_lov
Final	This condition prompts you to restrict the report to only those calls for which the Callback Record ID is final.	Callback Detail	None
Minute Price	This condition prompts you to enter a per-minute price, which is used to calculate cost savings.	Callback	None
Phone Number	This condition prompts you to select one or more customer phone numbers for which to gather data into the report. Default: ALL	Callback Detail	None
PreSetAndDate	The Callback class is added to this existing condition.	Activity, Agent Contact, Callback, Contact Attempt, Summarized State, Time	daydaterange_lov
PreSetAndDateRange	The Callback class is added to this existing condition. The following changes apply to the Description of this condition: Default: None. If the user specifies no value in either set of prompts and the original default values are used, the reports use default values, which are: The first day of the year as the Start Date (for example,1/1/2016) The last day of the year as the End Date (for example 12/31/2016) If, however, the report user clears these values, the reports use no value at all and do not run until values are specified.	Activity, Agent Contact, Business Attribute, Callback, Contact Attempt, Queue, Summarized State, Time	daterange_lov
PreSetAndDayAndTimeRange	The Callback Detail class is added to this existing condition.	Callback Detail, Handling Attempt, Transfer	None
Queue	The Callback and Callback Detail classes are added to this existing condition.	Activity, Callback, Callback Detail, Handling Attempt, Queue	queue_lov

Callback-related measures

New Measures to support callback

Measure	Description	Class	Available Media Types	Logical/Base Interaction	Measure Type	Data Type	Alternate?	Agg'n Function	Database Table Column	Internal Metric ID	Used in Reports
% Abandoned	The percentage of callback customer interactions that were abandoned by the customer while waiting for an agent to connect.	Callback	Voice, Chat	N/A	Disposition	Number	No	Db delegated	Refer to the Abandon Waiting For Agent and Accepted Callback measures.	CB_CALLBACK_ABANDONED_PCT	Callback Summary Report
% Canceled	The percentage of callback customer interactions that were canceled before completion. Includes all canceled callbacks, whether canceled manually by the customer, manually by an administrator, or automatically because the customer called again before the callback was completed.	Callback	Voice	N/A	Disposition	Number	No	Db delegated	Refer to the Accepted and Canceled callback measures.	CB_CALLBACK_CANCELED_PCT	Callback Summary Report
% Customer Connected	The percentage of customer calls that connected after callback dialout, including instances where no agent was connected.	Callback	Voice, Chat	N/A	Disposition	Number	No	Db delegated	Refer to the Customer Connected and Accepted callback measures.	CB_CALLBACK_CONNECTED_PCT	Callback Summary Report
% Declined	The percentage of customer callback offers that were declined by the customer.	Callback	Voice, Chat	N/A	Disposition	Number	No	Db delegated	Refer to the Offered and Accepted callback measures.	CB_CALLBACK_DECLINED_PCT	Callback Summary Report
% Successful	The percentage of callbacks that successfully connected the customer with an agent.	Callback	Voice, Chat	N/A	Disposition	Number	No	Db delegated	Refer to the Successful and Accepted callback measures.	CB_CALLBACK_SUCCESSFUL_PCT	Callback Summary Report
% Unsuccessful	The percentage of callback customer interactions that were not completed successfully (because they were abandoned, declined, or canceled).	Callback	Voice, Chat	N/A	Disposition	Number	No	Db delegated	Refer to the Successful and Accepted callback measures.	CB_CALLBACK_UNSUCCESSFUL_PCT	Callback Summary Report
Abandon Waiting For Agent	The total number of times that customer callbacks were abandoned by the customer while waiting for an agent to connect.	Callback	Voice, Chat	N/A	Disposition	Number	No	Sum	AG2_CALLBACK_[*] .ABANDONED_WAITING	CB_ABANDONED_WAITING	Callback Summary Report
Abandoned Waiting	Indicates whether the call was abandoned by the customer while waiting for an agent to connect. (0=no, 1=yes)	Callback Detail	Voice, Chat	N/A	Disposition	Number	No	Sum	CALLBACK_FACT_GI2 .ABANDONED_WAITING	CBF_ABANDONED_WAITING	Callback Details Report
Callback/Accepted	The total number of times that callback was accepted by a customer	Callback	Voice, Chat	Logical	Disposition	Number	No	Sum	AG2_CALLBACK_[*] .CALLBACK_ACCEPTED	CB_CALLBACK_ACCEPTED	Callback Summary Report
Callback Detail/Accepted	Indicates whether callback was accepted by the customer. (0=no, 1=yes)	Callback Detail	Voice, Chat	Logical	Detail	Number	No	Sum	CALLBACK_FACT_GI2 .CALLBACK_ACCEPTED	CBF_CALLBACK_ACCEPTED	Callback Details Report
Accepted Immediate	The total number of times that IMMEDIATE callback was accepted by a customer.	Callback	All	Logical	Disposition	Number	No	Sum	AG2_CALLBACK_* .ACCEPTED_IMMEDIATE	CB_ACCEPTED_IMMEDIATE	Callback Summary Report
Accepted Scheduled	The total number of times that SCHEDULED callback was accepted by a customer.	Callback	All	Logical	Disposition	Number	No	Sum	AG2_CALLBACK_* .ACCEPTED_SCHEDULED	CB_ACCEPTED_SCHEDULED	Callback Summary Report
Accepted Wait for Agent	The total number of times that WAIT FOR AGENT callback was accepted by a customer.	Callback	All	Logical	Disposition	Number	No	Sum	AG2_CALLBACK_* .ACCEPTED_WAIT_FOR_AGENT	CB_ACCEPTED_WAIT_FOR_AGENT	Callback Summary Report
Added Agent	Indicates whether an agent was successfully added to the callback call. (0=no, 1=yes)	Callback Detail	Voice, Chat	N/A	Detail	Number	No	Sum	CALLBACK_FACT_GI2 .AGENT_ADDED_TO_IXN	CBF_AGENT_ADDED_TO_IXN	Callback Details Report
Added Agents	The total number of times agents were successfully added to a callback call.	Callback	Voice, Chat	N/A	Disposition	Number	No	Sum	AG2_CALLBACK_[*] .AGENT_ADDED_TO_IXN	CB_AGENT_ADDED_TO_IXN	Callback Summary Report
Attempt 1	The total number of callback connections that were successfully completed on the first callback attempt.	Callback	Voice, Chat	N/A	Disposition	Number	No	Sum	AG2_CALLBACK_[*] .CONNECTED_ATTEMPT1	CB_CONNECTED_ATTEMPT1	Callback Summary Report
Attempt 2	The total number of callback connections that were successfully completed on the second callback attempt.	Callback	Voice, Chat	N/A	Disposition	Number	No	Sum	AG2_CALLBACK_[*] .CONNECTED_ATTEMPT2	CB_CONNECTED_ATTEMPT2	Callback Summary Report
Attempt 3	The total number of callback connections that were successfully completed on the third callback attempt.	Callback	Voice, Chat	N/A	Disposition	Number	No	Sum	AG2_CALLBACK_[*] .CONNECTED_ATTEMPT3	CB_CONNECTED_ATTEMPT3	Callback Summary Report
Attempt 4	The total number of callback connections that were successfully completed on the fourth callback attempt.	Callback	Voice, Chat	N/A	Disposition	Number	No	Sum	AG2_CALLBACK_[*] .CONNECTED_ATTEMPT4	CB_CONNECTED_ATTEMPT4	Callback Summary Report
Attempted	The total number of callback attempts, including the one that succeeded.	Callback	Voice, Chat	N/A	Disposition	Number	No	Sum	AG2_CALLBACK_[*] .CALLBACK_ATTEMPTED	CB_CALLBACK_ATTEMPTED	Callback Summary Report
Avg Added Agents	The average score measuring how often agents were successfully added to a callback call.	Callback	Voice, Chat	N/A	Disposition	Number	No	Db delegated	Refer to the Callbacks and Added Agents measures.	CB_AGENT_ADDED_TO_IXN_AVG	Callback Summary Report
Avg Offer Time	The average amount of time that elapsed between when a callback was offered to the customer, and when the customer accepted or declined the offer.	Callback	Voice, Chat	N/A	Disposition	Number	No	Db delegated	Refer to the Callbacks and Offer Time measures.	CB_CALLBACK_OFFER_TIME_AVG	Callback Summary Report
Avg Saved Time	The average number of minutes of call time that were saved because of callback.	Callback	Voice, Chat	N/A	Disposition	Number	No	Db delegated	Refer to the Saved Time and Successful measures.	CB_SAVED_TIME_AVG	Callback Summary Report
Avg Time To Abandon Waiting For Agent	After successful callback, the average amount of time customers spent waiting for agents before abandoning the call.	Callback	Voice, Chat	N/A	Disposition	Number	No	Db delegated	Refer to the Time To Abandon Waiting For Agent and Abandon Waiting For Agent measures.	CB_ABANDONED_WAITING_TIME_AVG	Callback Summary Report
Avg Time To Wait For Agent	After a successful callback, the average amount of time a customer spent waiting for an agent.	Callback	Voice, Chat	N/A	Disposition	Number	No	Db delegated	Refer to the Customer Connected and Time To Wait For Agent measures.	CB_CONN_WAITING_AGENT_TIME_AVG	Callback Summary Report
Callback Accepted Timestamp	The time when the customer accepted callback during the session.	Callback Detail	Voice, Chat	N/A	Detail	Date	No	None	CALLBACK_FACT_GI2 .CALLBACK_ACCEPTED_TS_TIME	CBF_CALLBACK_ACCEPTED_TS	Callback Details Report
Callback/Callback Attempts	The number of times the system attempted to call the customer back.	Callback	Voice, Chat	N/A	Disposition	Number	No	Sum	AG2_CALLBACK_[*] .CALLBACK_ATTEMPTS	CB_CALLBACK_ATTEMPTS	Callback Summary Report
Callback Detail/Callback Attempts	The number of times the system attempted to call the customer back.	Callback Detail	Voice, Chat	N/A	Detail	Number	No	Sum	CALLBACK_FACT_GI2 .CALLBACK_ATTEMPTS	CBF_CALLBACK_ATTEMPTS	Callback Details Report
Callback Offer Time	The amount of time that elapsed between the instant when a callback was offered to the customer, and the instant when the customer accepted or declined the offer.	Callback Detail	Voice, Chat	N/A	Detail	Number	No	Sum	CALLBACK_FACT_GI2 .CALLBACK_OFFER_TIME	CBF_CALLBACK_OFFER_TIME	Callback Details Report
Callback Offered Timestamp	The time when the customer was first offered callback during the session.	Callback Detail	Voice, Chat	N/A	Detail	Date	No	None	CALLBACK_FACT_GI2 .CALLBACK_OFFERED_TS_TIME	CBF_CALLBACK_OFFERED_TS	Callback Details Report
Callback Offers per Session	The number of times callback was offered, per single interaction.	Callback Detail	Voice, Chat	N/A	Detail	Number	No	Sum	CALLBACK_FACT_GI2 .CALLBACK_OFFERS_PER_SESSION	CBF_CALLBACK_OFFERS_PER_SESSION	Callback Details Report
Callbacks	The total number of callback calls processed.	Callback	Voice, Chat	N/A	Disposition	Number	No	Sum	AG2_CALLBACK_[*] .CALLBACKS	CB_CALLBACKS	Callback Summary Report
Canceled	The total number of callback attempts that were canceled, either by the customer or by the contact center.	Callback	Voice, Chat	N/A	Disposition	Number	No	Sum	AG2_CALLBACK_[*] .CALLBACK_CANCELLED	CB_CALLBACK_CANCELLED	Callback Summary Report
Connect Waiting Time	The amount of time that elapsed between when the customer connected to the callback call and when an agent was connected.	Callback Detail	Voice, Chat	N/A	Detail	Number	No	Sum	CALLBACK_FACT_GI2 .CONN_WAITING_AGENT_TIME	CBF_CONN_WAITING_AGENT_TIME	Callback Details Report
Customer Connected	The total number of times a customer was connected after callback dialout, including instances where no agent was connected.	Callback	Voice, Chat	N/A	Disposition	Number	No	Sum	AG2_CALLBACK_[*] .CALLBACK_CONNECTED	CB_CALLBACK_CONNECTED	Callback Summary Report
Customer Connected Timestamp	The time when the customer started waiting to be connected to an agent.	Callback Detail	Voice, Chat	N/A	Detail	Date	No	None	CALLBACK_FACT_GI2 .CUSTOMER_CONNECTED_TS_TIME	CBF_CUSTOMER_CONNECTED_TS	Callback Details Report
Customer Phone Number	The phone number provided by the customer for callback. This number is used to dial out (CUSTOMER_TERMINATED scenario) or used to execute match by ANI (CUSTOMER_ORIGINATED scenario).	Callback Detail	Voice, Chat	N/A	Detail	Number	No	Sum	CALLBACK_FACT_GI2 .CUSTOMER_PHONE_NUMBER	CBF_CUSTOMER_NUMBER	Callback Details Report
Customer Ready To Start Timestamp	The time when the customer was ready to start media interaction for CUSTOMER_ORIGINATED scenarios. This value is typically set when the application sends a request for an access number to dial and access code for match function.	Callback Detail	Voice, Chat	N/A	Detail	Date	No	None	CALLBACK_FACT_GI2 .CUSTOMER_READY_TO_START_IXN_TS_TIME	CBF_CUSTOMER_READY_TO_START_IXN_TS	Callback Details Report
Declined	The total number of customer callback offers that were declined by the customer.	Callback	Voice, Chat	Logical	Disposition	Number	No	Sum	Refer to the Offered and Accepted Callback measures.	CB_CALLBACK_DECLINED	Callback Summary Report
Deferred	The total number of customer interactions that entered or began within the contact center, and where the customer accepted a callback offer.	Business Attribute\BA Customer	Voice, Chat	Logical	Disposition	Number	No	Sum	AG2_ID_[*].DEFERRED	T_DEFERRED	N/A
Desired Time	The callback time that was promised to the customer when callback was scheduled. For ASAP callback, this value equals Callback Accepted Timestamp.	Callback Detail	Voice, Chat	N/A	Detail	Number	No	Sum	CALLBACK_FACT_GI2 .DESIRED_TIME	CBF_DESIRED_TIME_TS	Callback Details Report
Callback/Establish Time	The amount of time required to establish the outbound call.	Callback	Voice, Chat	N/A	Disposition	Number	No	Sum	AG2_CALLBACK_[*] .ESTABLISH_MEDIA_IXN_TIME	CB_ESTABLISH_MEDIA_IXN_TIME	Callback Summary Report
Callback Detail/Establish Time	The amount of time required to establish the outbound call.	Callback Detail	Voice, Chat	N/A	Detail	Number	No	Sum	CALLBACK_FACT_GI2 .ESTABLISH_MEDIA_IXN_TIME	CBF_ESTABLISH_MEDIA_IXN_TIME	Callback Details Report
Callback/Expected Wait Time	The expected time before an agent is available to call back a customer, as of the time callback was offered.	Callback	Voice, Chat	N/A	Disposition	Number	No	Sum	AG2_CALLBACK_[*] .EWT_READY_TO_START_IXN	CB_EWT_READY_TO_START_IXN	Callback Summary Report
Callback Detail/Expected Wait Time	The expected time before an agent is available to call back a customer, as of the time callback was offered.	Callback Detail	Voice, Chat	N/A	Detail	Number	No	Sum	CALLBACK_FACT_GI2 .EWT_READY_TO_START_IXN	CBF_EWT_READY_TO_START_IXN	Callback Details Report
Callback/Expected Wait Time when Offered	At the time callback is offered, the expected time before an agent is available to call back a customer, as of the time callback was offered.	Callback	Voice, Chat	N/A	Disposition	Number	No	Sum	CALLBACK_FACT_GI2 .EWT_WHEN_OFFERED	CB_EWT_WHEN_OFFERED	Callback Summary Report
Callback Detail/Expected Wait Time when Offered	The expected time before an agent is available to call back a customer, as of the time callback was offered.	Callback Detail	Voice, Chat	N/A	Detail	Number	No	Sum	AG2_CALLBACK_[*] .EWT_WHEN_OFFERED	CBF_EWT_WHEN_OFFERED	Callback Details Report
Failed Transfers before Agent is connected	The total number of unsuccessful attempts to transfer a caller from the queue to an agent, where the transfer eventually succeeded.	Callback	Voice, Chat	N/A	Disposition	Number	No	Sum	AG2_CALLBACK_[*] .XFER_TO_AGENT_FAIL_CONN	CB_XFER_TO_AGENT_FAIL_CONN	Callback Summary Report
Failed Transfers to Agent	The number of unsuccessful attempts to transfer a caller from the queue to an agent which did not eventually result in a successful transfer.	Callback	Voice, Chat	N/A	Disposition	Number	No	Sum	AG2_CALLBACK_[*] .XFER_TO_AGENT_FAIL_NOCONN	CB_XFER_TO_AGENT_FAIL_NOCONN	Callback Summary Report
Final	Whether the Callback Record ID is final. (0=additional callback attempts will be processed, 1=no more dial attempts will be processed).	Callback Detail	Voice, Chat	N/A	Detail	Number	No	None	CALLBACK_FACT_GI2 .FINAL_RECORD	CBF_FINAL_RECORD	Callback Details Report
Last Callback Offer Time	The duration (in seconds) of the last callback offered to a customer during the session.	Callback Detail	Voice, Chat	N/A	Detail	Number	No	Sum	CALLBACK_FACT_GI2 .LAST_CALLBACK_OFFER_TIME	CBF_LAST_CALLBACK_OFFER_TIME	Callback Details Report
Last Callback Offered Timestamp	The date and time of the last callback offered to a customer during the session.	Callback Detail	Voice, Chat	N/A	Detail	Date	No	None	CALLBACK_FACT_GI2 .LAST_CALLBACK_OFFERED_TS_TIME	CBF_LAST_CALLBACK_OFFERED_TS	Callback Details Report
Max Connect Waiting Time	The maximum amount of time that elapsed between when the customer connected to the callback call and when an agent was connected.	Callback	Voice, Chat	N/A	Disposition	Number	No	Max	AG2_CALLBACK_[*] .CONN_WAITING_AGENT_TIME_MAX	CB_CONN_WAITING_AGENT_TIME_MAX	Callback Summary Report
Max Establish Time	The maximum amount of time, in seconds, required to establish an outbound call.	Callback	Voice, Chat	N/A	Disposition	Number	No	Max	AG2_CALLBACK_[*] .ESTABLISH_MEDIA_IXN_TIME_MAX	CB_ESTABLISH_MEDIA_IXN_TIME_MAX	Callback Summary Report
Max Expected Wait Time	The largest recorded Expected Wait Time of any callback session, in seconds.	Callback	Voice, Chat	N/A	Disposition	Number	No	Max	AG2_CALLBACK_[*] .EWT_READY_TO_START_IXN_MAX	CB_EWT_READY_TO_START_IXN_MAX	Callback Summary Report
Max Expected Wait Time when Offered	The largest Expected Wait Time of any callback session, in seconds, recorded at the instant when the callback was offered.	Callback	Voice, Chat	N/A	Disposition	Number	No	Max	AG2_CALLBACK_[*] .EWT_WHEN_OFFERED_MAX	CB_EWT_WHEN_OFFERED_MAX	Callback Summary Report
Max Offer Time	The largest recorded amount of time that elapsed between when a callback was offered to a customer, and when the customer accepted or declined the offer.	Callback	Voice, Chat	N/A	Disposition	Number	No	Max	AG2_CALLBACK_[*] .CALLBACK_OFFER_TIME_MAX	CB_CALLBACK_OFFER_TIME_MAX	Callback Summary Report
Max Offline Waiting Time	The largest amount of time that elapsed between when a customer accepted a callback offer and the time when the customer was connected to an agent after callback.	Callback	Voice, Chat	N/A	Disposition	Number	No	Max	AG2_CALLBACK_[*] .WAIT_AGENT_OFFLINE_TIME_MAX	CB_WAIT_AGENT_OFFLINE_TIME_MAX	Callback Summary Report
Max Position in Queue	The maximum position any customer had in the queue when the contact center was ready to begin the callback outbound dial attempt.	Callback	Voice, Chat	N/A	Disposition	Number	No	Max	AG2_CALLBACK_[*] .POS_READY_TO_START_IXN_MAX	CB_POS_READY_TO_START_IXN_MAX	Callback Summary Report
Max Position in Queue when Offered	The maximum position any customer had in the queue when callback was offered.	Callback	Voice, Chat	N/A	Disposition	Number	No	Max	AG2_CALLBACK_[*] .POS_WHEN_OFFERED_MAX	CB_POS_WHEN_OFFERED_MAX	Callback Summary Report
Max Saved Time	The maximum number of minutes of call time that were saved because of callback.	Callback	Voice, Chat	N/A	Disposition	Number	No	Max	AG2_CALLBACK_[*] .SAVED_TIME	CB_SAVED_TIME_MAX	Callback Summary Report
Max Time To Abandon Waiting For Agent	After a successful callback, the maximum amount of time any customer spent waiting before abandoning the call.	Callback	Voice, Chat	N/A	Disposition	Number	No	Max	AG2_CALLBACK_[*] .ABANDONED_WAITING_TIME_MAX	CB_ABANDONED_WAITING_TIME_MAX	Callback Summary Report
Max Time To Wait For Agent	After a successful callback, the maximum amount of time any customer spent waiting for an agent.	Callback	Voice, Chat	N/A	Disposition	Number	No	Max	AG2_CALLBACK_[*] .CONN_WAITING_AGENT_TIME_MAX	CB_CONN_WAITING_AGENT_TIME_MAX	Callback Summary Report
Min Expected Wait Time when Offered	The smallest Expected Wait Time of any callback session, in seconds, recorded at the instant when a callback was offered.	Callback	Voice, Chat	N/A	Disposition	Number	No	Min	AG2_CALLBACK_[*] .EWT_WHEN_OFFERED_MIN	CB_EWT_WHEN_OFFERED_MIN	Callback Summary Report
Min Position in Queue when Offered	The minimum position any customer had in the queue when callback was offered.	Callback	Voice, Chat	N/A	Disposition	Number	No	Min	AG2_CALLBACK_[*] .POS_WHEN_OFFERED_MIN	CB_POS_WHEN_OFFERED_MIN	Callback Summary Report
Min Saved Time	This measure, which is hidden from report designers and viewers, is used for internal computations.	Callback	All	N/A	N/A	Number	No	Min	min(AG2_CALLBACK_[*] .SAVED_TIME)	CB_SAVED_TIME_MIN	Callback Summary Report
Offer Time	The amount of time that elapsed between when a callback was offered to the customer, and when the customer accepted or declined the offer.	Callback	Voice, Chat	N/A	Disposition	Number	No	Sum	AG2_CALLBACK_[*] .CALLBACK_OFFER_TIME	CB_CALLBACK_OFFER_TIME	Callback Summary Report
Callback/Offered	The total number of times that callback was offered to a customer.	Callback	Voice, Chat	N/A	Disposition	Number	No	Sum	AG2_CALLBACK_[*] .CALLBACK_OFFERED	CB_CALLBACK_OFFERED	Callback Summary Report
Callback Detail/Offered	Indicates whether callback was offered to the customer. (0=no, 1=yes)	Callback Detail	Voice, Chat	N/A	Detail	Number	No	Sum	CALLBACK_FACT_GI2 .CALLBACK_OFFERED	CBF_CALLBACK_OFFERED	Callback Details Report
Offline Waiting Time	The total amount of time that elapsed between when customers accepted callback offers and the time when customers were connected to agents after callback.	Callback	Voice, Chat	N/A	Disposition	Number	No	Sum	AG2_CALLBACK_[*] .WAIT_AGENT_OFFLINE_TIME	CB_WAIT_AGENT_OFFLINE_TIME	Callback Summary Report
Callback Detail/Offline Waiting Time	The amount of time that elapsed between when the customer accepted a callback offer and the time when they were connected to an agent after callback.	Callback Detail	Voice, Chat	N/A	Detail	Number	No	Sum	CALLBACK_FACT_GI2 .WAIT_AGENT_OFFLINE_TIME	CBF_WAIT_AGENT_OFFLINE_TIME	Callback Details Report
Callback/Position in Queue	The customer's position in the queue when the callback outbound dial attempt was ready to begin.	Callback	Voice, Chat	N/A	Disposition	Number	No	Sum	AG2_CALLBACK_[*] .POS_READY_TO_START_IXN	CB_POS_READY_TO_START_IXN	Callback Summary Report
Callback Detail/Position in Queue	The customer's position in the queue when the callback outbound dial attempt was ready to begin.	Callback Detail	Voice, Chat	N/A	Detail	Number	No	Sum	CALLBACK_FACT_GI2 .POS_READY_TO_START_IXN	CBF_POS_READY_TO_START_IXN	Callback Details Report
Callback/Position in Queue when Offered	The customer’s position in the queue when callback was offered.	Callback	Voice, Chat	N/A	Disposition	Number	No	Sum	AG2_CALLBACK_[*] .POS_WHEN_OFFERED	CB_POS_WHEN_OFFERED	Callback Summary Report
Callback Detail/Position in Queue when Offered	The customer’s position in the queue when callback was offered.	Callback Detail	Voice, Chat	N/A	Detail	Number	No	Sum	CALLBACK_FACT_GI2 .POS_WHEN_OFFERED	CBF_POS_WHEN_OFFERED	Callback Details Report
Push Delivery Confirmed Timestamp	The time when the application confirmed that push notification was received. This is used for CUSTOMER_ORIGINATED scenarios.	Callback Detail	Voice, Chat	N/A	Detail	Date	No	None	CALLBACK_FACT_GI2 .PUSH_DELIVERY_CONFIRMED_TS_TIME	CBF_PUSH_DELIVERY_CONFIRMED_TS	Callback Details Report
Ready to Start Timestamp	Either: The time when the contact center was ready to start the outbound dial attempt for CUSTOMER_TERMINATED scenarios, or The time when the contact center sent push notification to the user device in CUSTOMER_ORIGINATED scenarios.	Callback Detail	Voice, Chat	N/A	Detail	Date	No	None	CALLBACK_FACT_GI2 .READY_START_MEDIA_IXN_TS_TIME	CBF_READY_START_MEDIA_IXN_TS	Callback Details Report
Callback/Requested Agent Assistance	The total number of callback calls wherein the customer requested agent assistance.	Callback	Voice, Chat	N/A	Disposition	Number	No	Sum	AG2_CALLBACK_[*] .IXN_REQ_AGENT	CB_IXN_REQ_AGENT	Callback Summary Report
Callback Detail/Requested Agent Assistance	The number of callbacks that were offered to customers who had requested agent assistance. (0=no, 1=yes)	Callback Detail	Voice, Chat	N/A	Detail	Number	No	Sum	CALLBACK_FACT_GI2 .IXN_REQ_AGENT	CBF_IXN_REQ_AGENT	Callback Details Report
Saved Time	The total number of minutes of call time that were saved because of callback.	Callback	Voice, Chat	N/A	Disposition	Number	No	Sum	AG2_CALLBACK_[*] .SAVED_TIME	CB_SAVED_TIME	Callback Summary Report
Service ID	Original SCXML/GMS session ID.	Callback Detail	Voice, Chat	N/A	Detail	Number	No	Sum	CALLBACK_FACT_GI2 .SERVICE_ID	CBF_SERVICE_ID	Callback Details Report
Service Start Timestamp	The date and time (UTC) when the Callback service started.	Callback Detail	Voice, Chat	N/A	Detail	Date	No	None	CALLBACK_FACT_GI2 .SERVICE_START_TS_TIME	CBF_SERVICE_START_TS	Callback Details Report
Callback/Start Date Time Key	This hidden measure is reserved for internal use to employ a key for a particular date and time from the AG2_CALLBACK_* hierarchy.	Callback	All	N/A	N/A	Number	No	None	AG2_CALLBACK_[*] .DATE_TIME_KEY	CB_DATE_TIME_KEY	None
Callback Detail/Start Date Time Key	This hidden measure is reserved for internal use to employ a key for a particular date and time from the CALLBACK_FACT_GI2.* hierarchy.	Callback Detail	All	N/A	N/A	Number	No	None	CALLBACK_FACT_GI2 .START_DATE_TIME_KEY	CBF_START_DATE_TIME_KEY	None
Successful	The total number of callbacks that successfully connected the customer with an agent.	Callback	Voice, Chat	Base	Disposition	Number	No	Sum	AG2_CALLBACK_[*] .CALLBACK_RETURNED	CB_CALLBACK_SUCCESSFUL	Callback Summary Report
Time To Abandon Waiting For Agent	After successful callback, the total amount of time all customers spent waiting for agents before abandoning the call.	Callback	Voice, Chat	Base	Disposition	Number	No	Sum	AG2_CALLBACK_[*] .ABANDONED_WAITING_TIME	CB_ABANDONED_WAITING_TIME	Callback Summary Report
Time To Wait For Agent	After successful callbacks, the total amount of time all customers spent waiting for an agent.	Callback	Voice, Chat	Base	Disposition	Number	No	Sum	AG2_CALLBACK_[*] .CONN_WAITING_AGENT_TIME	CB_CONN_WAITING_AGENT_TIME	Callback Summary Report
Callback/Timeout Waiting	The total number of times that a customer was disconnected because the max timeout limit was reached.	Callback	Voice, Chat	N/A	Disposition	Number	No	Sum	AG2_CALLBACK_[*] .TIMEOUT_WAITING	CB_TIMEOUT_WAITING	Callback Summary Report
Callback Detail/Timeout Waiting	The number of times that a customer was disconnected because the max timeout limit was reached.	Callback Detail	Voice, Chat	N/A	Detail	Number	No	Sum	CALLBACK_FACT_GI2 .TIMEOUT_WAITING	CBF_TIMEOUT_WAITING	Callback Details Report
Transfer Failed	The number of failed attempts to transfer the callback interaction to the agent.	Callback Detail	Voice, Chat	N/A	Detail	Number	No	Sum	CALLBACK_FACT_GI2 .XFER_TO_AGENT_FAILED	CBF_XFER_TO_AGENT_FAILED	Callback Details Report