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.
