Queue Callback Requests

This report is a data export showing all callback requests to your callback queues along with associated wait times. It is a breakdown of the callback summary presented in the Queue Callback Summary report. You can filter the dashboard report to show callback requests for particular queues.

Basic Information

Category	Queue
Custom or data export	Data export
Channels
Historical Data Source	CONTACT Actions
Supported formats
Key to table

Data export fields

The following data export fields are displayed:

Data export field	Description
Callback Reference	A unique reference for the callback. Use this to associate the request with the serviced callback in the Callback Reference field of the Queue Callbacks Serviced report. This is the Queue Reference data export field renamed.
Queue	The queue where the waiting caller requested the callback.
Queue Wait Time	The duration for which the caller waited in the queue before pressing the DTMF key for requesting a callback. In MM:SS
Callback Request Time	The time at which the DTMF key was pressed for requesting a callback. This is the Action Date/Time data export field renamed.

Report Filters

Filter	Setting	Configurable on dashboard?
End Reason	Set to 'Callback' for including records where callbacks were requested.	No
Queue	Includes statistics for all queues.	Yes. Use the filter to include or exclude individual queues.

For instructions on applying filters to a dashboard report, see Filter a Historical Report'.