# Connect Customer real-time metrics example for a queued callback flow
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This topic shows an example queued callback flow and reviews how the contact records and times are set for it. 

Assume we have set up the following flows:
+ **Inbound flow** -- Runs when the customer calls the customer service number.
+ **Customer queue flow** – Runs when the customer is waiting in queue. In this example, we build a flow that offers a callback to the customer. If the customer selects yes, this flow executes the **Transfer to queue** block to transfer the contact to the callback queue named CallbackQueue, with an initial delay of 99 seconds, and then hangs up.
+ **Outbound whisper flow** -- When a queued callback is placed, the customer hears this after they pick up and before they connect to the agent. For example, "Hello, this is your scheduled callback..."
+ **Agent whisper flow** -- The agent hears this right after they accept the contact, before they are joined to the customer. For example, "You are about to be connected to Customer John, who requested a refund for..."

In this example, John calls customer service. Here's what happens:

1. Inbound flow creates contact record-1:

   1. John calls customer service at 11:35. The Inbound flow runs and puts him in queue at 11:35. 

   1. The Customer queue flow runs. At 11:37, John chooses to schedule a callback, so Connect Customer initiates a callback contact at 11:37, before the inbound contact is disconnected. 

1. Callback flow creates contact record-2:

   1. The callback contact was initiated at 11:37.

   1. Because the initial delay is 99 seconds, the callback contact is placed into CallbackQueue at 11:38:39, after the 99 seconds pass. Now the callback contact is offered to an available agent. 

   1. After 21 seconds, an agent available at 11:39:00 and accepts the contact. The 10-second agent whisper flow is played to the agent. 

   1. After the agent whisper flow is complete, Connect Customer calls John at 11:39:10. John picks up, and listens to the 15-second outbound whisper flow. 

   1. When the outbound whisper flow is complete, John is connected to the agent at 11:39:25. They talk until 11:45, and then John hangs up. 

This scenario results in two contact records, which include the following metadata.


| Contact record-1 | Data | Notes | 
| --- | --- | --- | 
| Initiation Method | Inbound |  | 
| Initiation Timestamp | 11:35 | The inbound contact is initiated in Connect Customer. | 
| ConnectedToSystem Timestamp | 11:35 | Because this is an inbound contact, InitiationTimestamp = ConnectedToSystemTimestamp. | 
| Next Contact Id  | points to contact record-2 |  | 
| Queue | InboundQueue |  | 
| Enqueued Timestamp | 11:35 | The inbound contact is put in queue. | 
| Dequeued Timestamp | 11:37 | Because no agent picked up, this is the same as DisconnectedTimestamp. | 
| ConnectedToAgent Timestamp | N/A | John scheduled a callback before any agent could pick up. | 
| Disconnected Timestamp | 11:37:00 | John was disconnected by flow. | 


| contact record-2 | Data | Notes | 
| --- | --- | --- | 
| PreviousContactId | points to contact record-1 |  | 
| Initiation Timestamp | 11:37 | The callback contact is created in Connect Customer. | 
| Queue | CallbackQueue |  | 
| Enqueued Timestamp | 11:38:39 | The contact was put into the CallbackQueue, after the 99-second initial delay completes. | 
| Dequeued Timestamp | 11:39:00 | After 21 seconds, an agent accepts the contact. | 
| Queue Duration | 120 seconds | This is the initial delay (99 seconds), plus any additional time sitting in queue waiting for an agent to become available (21 seconds). | 
| ConnectedToSystem Timestamp | 11:39:10 | John is called after the 10 second agent whisper flow completes. | 
| ConnectedToAgent Timestamp | 11:39:25 | John and the agent are connected, after the 15 second outbound whisper flow completes. | 
| Disconnected Timestamp | 11:45 | John hangs up. |