Total Callback Wait Duration
This data export field displays the time that elapsed between a queued caller entering a queue and being connected to an agent after having requested a callback. This is the sum of the Original Callback Wait Duration and Callback Wait Duration data export fields.
See also, Call Duration Charts.
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Historical Data Source |
CONTACT Data Records |
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Category |
CONTACT |
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Channels |
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Size (bytes) |
8 |
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Filter |
Total Callback Wait Duration |
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Dimension |
None |
Example
This data export report shows an incoming call where a queued caller requested a callback.
When the callback was initiated, the agent was called first (second row). The duration of 403.78 seconds for which the caller had waited in the queue is written to this leg (second row). Row 3 is the customer leg of the callback.
|
2018-06-14 14:02:42 |
I |
07700900432 |
01614960654 |
|
|
2018-06-14 14:10:13 |
O |
2007 |
001565192de5 |
Stephen Dodd |
|
2018-06-14 14:10:28 |
O |
01344304344 |
07700900432 |
Stephen Dodd |
|
0 |
3:28 |
0 |
0 |
0 |
|
1 |
0 |
207.78 |
196 |
403.78 |
|
1 |
0 |
0 |
0 |
0 |
Use the Queue Callback? field to identify the callback legs.
Detail
The data export field populates the inbound (I) and outbound (O) legs in interaction scenarios as illustrated below. See also, Communication Legs.
Original Call
|
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External |
storm |
storm user |
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|
Deskphone LOG IN and LOG OUT |
Always 0 |
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|
Always 0 |
EXTERNAL INCOMING CALL (1 leg) |
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OUTGOING CALL dialled directly from deskphone or storm DTA Web iPath (1st leg) |
Always 0 |
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|
or OUTGOING CALL initiated from the agent desktop (DTA) (1st leg) |
Always 0 |
Callback
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External |
storm |
storm user |
||
|
|
OUTGOING CALL initiated from the agent desktop (DTA) (1st leg) |
The wait duration if the agent is called first, otherwise 0 |
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|||||
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The wait duration if the caller who requested the callback is called first, otherwise 0 |
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|
||
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Transfer leg (3rd and subsequent legs) |
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|
Always 0 |
Filter
Filter by using any of the following relational operators on your chosen value(s):
|
Equal to |
Greater than |
Less than |
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Not equal to |
Greater than or equal to |
Less than or equal to |
Remarks
What duration is reported if the callback does not connect to the caller? The value that is reported depends on whether the Reserve Agent on Callback and Calculate Callback Wait Duration Until Agent Answer options are set against the call treatment in storm UC/CONTACT.
If they are set, the field reports the number of seconds from the time the request was made to the time the agent answered the call. If they are not set, it reports the number of seconds from the time the request was made to the point at which the call failed.