Call Back Detail Report

Last Updated : Jul 11, 2024 |
Prolog information
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Definition

Displays historical details of all interactions and associated callbacks.

How it works

Supervisors can analyze the number and details of emergency calls made by agents or supervisors in the contact center.
Supervisors can select the interaction and Callback ID to analyze the callback journey in the current interval. The start time of interactions determines the data displayed in the report.

Business usage

Helps supervisors access data relating to all callback operations.
  • What prompts are available in the standard report? See the following table:
    Prompt
    Description
    TimeZone
    The timezone for displaying results on the dossier or report.
    This prompt is mandatory.
    Interval
    The attribute to define the start date and end date of the reporting interval.
    This prompt is mandatory.
    Callback Engagement ID
    The interaction ID of the callback to the customer.
    This prompt is optional.
    Callback ID
    The unique identifier of the callback generated by provider for the callback engagement.
    This prompt is optional.
    Engagement ID
    The unique identifier for the interaction.
    This prompt is optional.
  • What columns are available in the standard report? See the following table:
    Column
    Description
    Agent Name
    The name of the agent.
    Agent Login Id
    The login ID associated with the agent.
    The asterisk (*) denotes the deleted users.
    Attributes
    The callback attributes used for the callback engagement.
    Callback Attempts
    The number of callback attempts.
    Callback Created Timestamp
    The time at which the customer requested the callback.
    Callback Ended Timestamp
    The time at which the customer completed the callback.
    Customer Phone Number
    The phone number of the customer for the callback.
    Queue Name
    The name of the queue.
    Status
    The callback status, such as Delivered, Delivering, and Terminated.
    Termination Reason
    The reason a callback is terminated.
    Examples of termination reasons include Max Retries, Cancelled by the Customer, and Outside Business Hours.
    Callback ID
    The unique identifier of the callback generated by provider for the callback engagement.
    Callback Engagement ID
    The interaction ID of the callback to the customer.
  • What columns are available for customization in this report? See the following table:
    Column
    Description
    Agent ID
    The unique identifier of the agent.
    Queue ID
    The unique identifier of the queue for which the agent handled contacts.
    Agent First Name
    The first name of the agent.
    Agent Last Name
    The last name of the agent.
For more information about historical reports and measure descriptions, see Avaya Experience Platform™ Analytics Data Dictionary.