Queue Callback Summary

This report displays the number of callback requests made by callers who were waiting to be answered in your contact centre's callback-configured queues. It also highlights the number of callback requests that were serviced by agents within the reporting period. A detailed breakdown of callback requests and serviced requests is available in the Queue Callback Requests and Queue Callbacks data export reports. The callback reports help you to compare periods of high call volumes to actual agent availability. You can filter the dashboard report to show statistics for particular queues.

 

Basic Information

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

Dimensions and Metrics

The report is broken down by the Queue, Date, and Hour dimensions. The following metrics are displayed for each queue, or for the hour of the day on a selected date for a selected queue.

Metric	Description
Callback Requests	The number of callback requests placed by callers who were waiting in queues.
Serviced Callback Requests	The number of callback requests serviced by agents within the reporting period.
Total Wait Duration Before Callback Request	The queue wait durations of callers measured from when they entered the queues to when they requested callbacks by pressing a DTMF key. In MM:SS
Total Wait Duration After Callback Request	The queue wait durations of callers measured from when their callbacks were registered to when they were connected to agents. In HH:MM:SS

Report Filters