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If you are using both Dashboards Real-Time Analytics and queued callbacks, you can configure widgets to show information about queued callbacks. Information relevant to queued callbacks includes the following metrics:

• The number of queueing callbacks
• Shortest, longest and average wait times of the queueing callbacks
• The numbers of offered and answered queued callbacks

The initial inbound call is of media type Phone. NewVoiceMedia Vonage Contact Center counts this call as Offered but not Answered. To set up a callback, NewVoiceMedia Vonage Contact Center creates a second call. This call is of media type Phone Callback and NewVoiceMedia Vonage Contact Center counts it as Currently Waiting until answered. When an agent answers the callback, NewVoiceMedia Vonage Contact Center creates an outbound call to the original caller. This third call is of media type Phone.