Configuring a widget in a Real-time Analytics dashboard for queued callbacks

How do I configure a widget that displays queued callbacks?

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 Real-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.

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Group by media type configuration

In this example, you can see which of the offered and answered calls were callbacks in the List widget.

Filter calls by media type

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Filter callbacks only configuration

In this example, only calls of media type Phone Callback appear in the Multi Big Number widget.