_ExcerptQueuedCallbacksWidget

Used in Queued callbacks and Configuring a widget for queued callbacksIf you are using both Dashboards 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 counts this call as Offered but not Answered. To set up a callback, NewVoiceMedia creates a second call. This call is of media type Phone Callback and NewVoiceMedia counts it as Currently Waiting until answered. When an agent answers the callback, NewVoiceMedia creates an outbound call to the original caller. This third call is of media type Phone.