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CX Callback History Report

CX Callback History Report

This report combines the information of the inbound and outbound calls of a CallBack in one record, making a comparable visualization to a call waiting in a queue. 

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Report Description

  • Table Columns

    • Inbound Call Start - Date and time the call entered the queue

    • Callback Request Wait Time - Total time the call waited in the queue until the Caller requested the callback

    • Callback Request Time - Date and time the callback was requested by the Caller

    • Callback Start in Queue - Date and time the callback request was queued 

    • Callback Waiting Time - Total time the call waited in the queue until called back (“Outbound Call Connected” - “Callback Start in Queue) 

    • Outbound Call Connected - Date and time the outbound call was connected to the callback requester (original Caller)

    • Outbound Call Duration - Total talk time for the outbound callback

    • Outbound Call End - Date and Time the outbound callback call ended

    • Call Terminated - Who ended the call

    • Area Code - Area Code of the caller

    • Caller - Caller ID of the caller

    • Destination - Inbound call destination for the callback

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