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

  • Agent Extention - Extension of the Agent making the outbound call for the callback

  • Agent - Agent Name connected

  • Queue - Queue the callback call was queued

  • Call Reason - Selected call reason by the agent

  • Within ASA - If within SLA configured in queue

  • Call Issues - Call issue if reported by the agent

  • CSAT - Caller / Contact CSAT feedback (if survey configured)

  • Service NPS - Caller / Contact Service NPS feedback (if survey configured)

  • Enterprise NPS - Caller / Contact Enterprise NPS feedback (if survey configured)

  • DID - Phone number dialed by caller and host name or IP address.

  • State - State of caller (based on caller phone number)

  • City - City of caller (based on caller phone number

Report Filters

• Date

  • Date Range - From/To

  • Today

  • Yesterday

  • Past Week

  • This Week

  • Past Month

  • This Month

• Active Queues

• Queues

• Queue Groups

• Agent

• State

• City

• Time Range - From/To

• Phone Number

• CSAT

• Call Terminated

• Call Reason

• Service NPS

• Enterprise NPS

• Has Recording

• Has Assessment

Report Features

• Schedule report delivery.

• Download the report as a spreadsheet or PDF.

• Add/view notes.

Available in Offering

• Sangoma CX Advanced and Sangoma CX Premium