The following table lists the measures under the Callback Detail (JRNL) producer:
Note:
Contact Detail Record (CDR) and Journal (JRNL) producers do not reset at midnight.
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Measures
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Description
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Agent Name
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The name of the agent.
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Agent Login Id
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The login ID associated with the agent.
The asterisk (*) denotes the deleted users.
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Attributes
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The callback attributes used for the callback engagement.
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Callback Attempts
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The number of callback attempts.
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Callback Created Timestamp
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The time at which the customer requested the callback.
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Callback Ended Timestamp
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The time at which the customer completed the callback.
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Customer Phone Number
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The phone number of the customer for the callback.
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Queue ID
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The unique identifier of the queue for which the agent handled contacts.
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Queue Name
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The name of the queue.
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Status
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The callback status, such as Delivered, Delivering, and Terminated.
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Termination Reason
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The reason a callback is terminated.
Examples of termination reasons include Max Retries, Cancelled by the Customer, and Outside Business Hours.
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Callback Engagement ID
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The interaction ID of the callback to the customer.
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Callback ID
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The unique identifier of the callback generated by provider for the callback engagement.
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Engagement ID
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The unique identifier for the interaction.
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