A panel listing every open episode with how long they have waited, whether they left a voicemail, why the call was missed, and who is accountable. Beside it, the honest statistics: open count, oldest wait, median and worst observed response, sample size, self-attested count, covered count, and a per-rep median.
Also called: callback list · leads not called back · response time dashboard · who owes a call
- 1GET /api/comms/callbacks returns open episodes plus a stats block over a selectable window
- 2A tap-to-close ('I got this one') marks the episode self-attested so it leaves the queue without entering the median
- 3Unqualified episodes never enter the headline figure
- 4The agency's own callback queue uses the same table and rules under a platform capability
Any call-volume number becomes a target the moment it is scored, and then it measures dialing rather than selling. A metric that makes a good employee look bad also gets the whole dashboard distrusted, permanently, and that is very hard to win back. This is a work queue rather than a scoreboard: unrecovered missed calls, oldest first, with the reason and who owes it — "three leads have not been called back, the oldest is 41 minutes" tells an owner what to do and cannot be gamed by dialing more.
- No visibility on outstanding callbacks
- Vanity dial-count metrics
- Calls made from a personal handset invisible to the system
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