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To configure a widget that differentiates live calls from queued callbacks, you must filter or group the data in your widget by media type. For information about filtering and grouping data in a widget, see Using DashboardsReal-time Analytics.
Group calls by media type
To group calls by media type, select the metrics you want to display in the Queues section in the METRICS area of Widget Configuration.
In this example, you can see which of the offered and answered calls were callbacks in the List widget.
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