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.
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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