Definition

Displays details of all interactions and associated callbacks.

How it works

Supervisors can select an interaction or a callback ID to analyze the callback journey in the current interval. The start time of interactions determines the data displayed in the dossier.

If a customer requests a callback, the interaction is associated with a Callback ID.

Business usage

Helps supervisors access data relating to all callback operations.

• What prompts are available in the standard dossier? 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 dossier? 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 dossier? 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.

• What are the calculated columns available in this dossier? See the following table:

  Column	Description
  Accepted by Customer %	The callback interactions that a customer has accepted as a percentage of total callbacks requested.
  Accepted by Customer (Delivering & Delivered)	A count of interactions where a callback request is in the delivering or delivered state.
  Callback Customers	A count of customers who requested callbacks.
  Callbacks Delivered	A count of interactions where a callback request has been delivered.
  Callbacks Dialled to Customer (NOT in Pending)	A count of interactions where a callback request is not in a pending state. Avaya Experience Platform™ Public Cloud has called the customer, and the call is in the delivering, delivered, or terminates state.
  Callbacks Requested	The total of interactions where a customer requested a callback.
  Customer Connected without an Agent (Delivering)	A count of interactions where a callback request is in a delivering state.
  Customer Connect without an Agent %	The callback interactions that are in a delivering state as a percentage of total callbacks requested.
  Declined by Customer %	The declined callback interactions as a percentage of total callbacks requested.
  Declined by Customer	A count of interactions where a callback request is terminated due to a customer declining the call.
  Delivered%	The delivered callback interactions as a percentage of total callbacks requested.
  Dialed%	The callback interactions that Avaya Experience Platform™ Public Cloud dialed as a percentage of total callbacks requested.
  Failed Callbacks/Terminated	A count of interactions where the callback request was terminated due to one of the following reasons: Cancelled by customer Not within business hours Max attempts reached Invalid destination number
  Failed%	The failed callback interactions as a percentage of total callbacks requested.
  In-Progress Callbacks/Delivering	The number of interactions where a callback request is pending or delivering. Pending: The customer has requested a callback, but Avaya Experience Platform™ Public Cloud has not delivered the callback. Delivered: Avaya Experience Platform™ Public Cloudhas called the customer but not assigned an agent or completed the call yet.
  Invalid Destination Number	A count of interactions where a callback request is terminated due to an invalid destination number.
  Max Attempts Reached	A count of interactions where a callback request is terminated after the maximum number of attempts.
  Max of Attempts	The maximum number of callback attempts configured.
  Not Within Business Hours	A count of interactions where a callback request is terminated because it is not within business hours.
  Not Yet Dialed%	The callback interactions that Avaya Experience Platform™ Public Cloud not yet dialed as a percentage of total callbacks requested.
  Pending Callbacks	A count of interactions where a callback request is pending.
  Request%	The callback interactions as a percentage of total voice interactions.
  Total Attempts	The total number of attempts made per interaction.
  Total Engagements	The total of voice interactions received.