Callback Summary Report
The Callback Summary Report provides an overview of all callback requests, showing how many were resolved or unresolved. It also includes the resolution rate and the average number of attempts made to complete a callback.
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To generate a Callback Summary Report: |
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1.
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Open the Callback Summary Report page (Reports > Interaction Center Reports > Voice Reports > Callback Summary Report); the following appears: |
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2.
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Select the appropriate filter fields to generate your report: |
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Date From: Defines this report for a specific time range. |
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Date To: Defines this report for a specific time range. |
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Queue Name: Defines information that is related to a specific queue name or ‘Any’ to show statistics for all call queues. |
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Timezone Display Mode: Defines this report in different time zones. The time zone of calls can be one of the following options: |
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Tenant time zone: Defines the information in this report based on the tenant configured time zone. |
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Flow time zone: Defines the information in this report based on the time zone configured under the Telephony Setting settings. |
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Local time zone (Web): Defines the information in this report on the browser local time zone. |
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The following is a description of the report fields. |
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| Queue Name |
Indicates the Queue name. |
| Requested |
Number of times callers requested a Callback |
| Resolved |
Number of times callers engaged with a Worker via Callback |
| Unresolved |
Number of times callers didn’t engaged with a Worker after requesting a callback |
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% Resolved
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Resolved / Requested
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Avg. Attempts
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The total number of callback attempts, including the one that succeeded.
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4.
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Click Generate to generate the report; click Export CSV to export the report in CSV format. |
