Callbacks Interval Usage

The Interval Usage tab provides real-time and historical insights into callback queue activity and agent availability. This feature allows administrators to monitor the number of concurrent queued callbacks and active agents within specified time intervals, helping optimize workforce management and customer callback experiences. Users can filter data based on date and interval type (minute or hour) to analyze trends and improve operational efficiency.

Accessing the Interval Usage

Select the Interval Usage tab within the Callbacks Admin tool.

Using the Interval Usage Feature

To view the Queue Statistics and Agent Statistics data, you must first enter a date range and select the type of interval to use:

1. Enter or select a Start Date.
2. Enter or select an End Date.
3. Select either Minute or Hour for the Interval Type.
4. Click the Search button to view the Queue Statistics and Agent Statistics data for the selected date range.

See Also

• Callbacks Admin Tool Features
• Configure Callback Instance Settings
• Configure Callback Status Retry Settings