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Callback
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Callback
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Callback report shows the details of all active Personal Callback (PCB) and Normal Callback (NCB) calls for the selected filter criteria. Go to Report List > Callback to view report parameters.
To view reports:
Select the Time Period from Today, Yesterday, This Week, This Month and Custom. If you select Custom, select the Start Date and End Date.
Note:
The database is updated at 15-minute intervals, at -00 -15, -30, -45 every hour. If you select any in-between time (say 3:35pm) as the To date for your Summary report, the populated report does not contain data for the time 3:30:01 to 3:44:59 (in HH:MM:SS).
Select the Channel type from Voice, SMS or Email.
Select the Agent List from the dropdown. You can select multiple agents.
Select the Filter Criteria. For more information, see Report Filter Criteria.
Click Show Records to populate the report.
Click Export to export the contents of the report into an Excel (xlsx) or CSV file. By default, the report is exported as XLSX. The data visible within the application is exported. If the data is masked within the application, it is also masked in the exported sheet.
Fields
Report displays the following parameters:
Fields | Description |
|---|---|
CampaignID | Campaign for which the report is rendered. |
Agent_ID | Agent ID of the agent who handled these calls. |
Agent_Name | Agent name(s) for whom this report is generated. |
Agent_Login_Name | Username that the agent uses to log in. |
ContactID | Contact ID for which the callback is registered. |
ContactNumber | Contact number on which the callback is requested. |
Callback_Time | Time at which the callback call commences. |
Callback_Endtime | Time at which the callback call ends. |
Status | Contact status at the time of the report. |
Mode | Mode on which the callback is requested. |
Business Fields (1-25) | All configured business fields are listed at one Business Field per column. |
callback_requested_time | Date and time at which customer requested a call back. This is not the call back dial out time. |
Attempt_Number | Number of attempt made for a contact. |
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