Queue Callbacks Serviced

This report is a data export showing all queue callback requests that were serviced by agents along with associated wait times. It is a breakdown of the callback summary in the Queue Callback Summary report. You can filter the dashboard report to show serviced 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. You can use this to associate the callback with the original request in the Callback Reference field of the Queue Callback Requests report. This is the Queue Reference data export field renamed.
Queue	The queue associated with the callback.
Wait Time Since Callback Request	The duration for which the caller waited to be called by an agent. It is measured from the point at which the callback was registered to the point at which the caller was connected to the agent. In HH:MM:SS This is the Queue Wait Time data export field renamed.
Callback Service Time	The time at which the agent who serviced the callback was connected to the caller. This is the Action Date/Time data export field renamed.
Agent	The agent who serviced the callback.

Report Filters

Filter	Setting	Configurable on dashboard?
Start Reason	Set to 'Callback' for including records where callbacks were requested.	No
End Reason	Set to 'Disconnect' for including records where callbacks were completed.	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'.