Callback Report

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The Callback Report provides detailed information of all Personal Callback (PCB) and Normal Callback (NCB) calls for contacts. It displays data based on the filters you select, helping you understand the number of attempted callbacks.

Create Report

To create report:

Click the + Create Historical Report icon.
Select Callback report and click Create.
Select the appropriate Timezone from the dropdown list to generate the report for a specific timezone. The default timezone is set in the browser.
Select the Period from the dropdown list to view the report for a specific period. The default value is set to Today.
1. Today
2. Yesterday
3. This Week
4. Last Week
5. This Month
6. Last Month
7. Last N Days - If you select this option, enter the number of days for the report to view.
8. Custom Date Range - If you select this option, enter the date range period to view report for a defined period.
Note:
The maximum period allowed is 90 days to maintain optimal performance and efficiency.

Apply Filter

Go to the Filter section. You can select single or multiple fields in a filter.
On the Global List ID tab, select the relevant global list IDs to filter the data.
On the Campaign Group tab, select the relevant campaign groups to filter the data.
On the Campaign tab, select the relevant campaign to filter the data.
On the List tab, select the relevant list IDs to filter the data.
On the Agent tab, select the relevant agent to filter the data.
On the Condition tab, enter the relevant condition to filter the data.

Elements

Go to the Elements section.
On the Callback Details tab, select the relevant fields to generate the report. For more information about the fields, see Callback Details.
On the Business Parameters tab, select the relevant fields to generate the report. This tab displays the business parameters that are created.

Save and View Report

Click View to display the report.
Click Save. You can also save the report after viewing it.
Enter the Name and Description of the report.
Click Save.

Callback Details

The Callback related elements are displayed for selection. The report generates based on the selected elements.

Using Search, you can select single or multiple elements.
To select all elements, click Select All.

Note:
Some elements are already selected and disabled as they are essential for report generation.

Fields	Description	Platforms
Campaign Group	The name of the campaign group to which the contacts belong.	All Platforms
Campaign	The name of the specific campaign to which the contact belongs.	All Platforms
List ID	List ID generated by the application for this list. This ID is unique within a campaign.	All Platforms
Contact ID	The specific ID of the contact associated with the registered callback.	All Platforms
Agent Name	The name of the agent who handled the call.	All Platforms
Callback Mode	The mode (For example, phone number) through which the callback is requested.	All Platforms
Contact Number	The phone number on which the callback is requested.	All Platforms
Status	Contact status such as open, closed or delivered at the time of report generation.	All Platforms
Callback Attempts
Attempt	Number of attempts made for a contact.	All Platforms
Callback Attempt Type	The type of callback attempt such as Personal Callback (PCB) or Normal Callback (NCB).	All Platforms
Scheduled Delivered Time	Date and time when the contact is scheduled for delivery.	All Platforms
Actual Delivery Time	Date and time when the contact is actually delivered.	All Platforms
Connected Agent Name	Name of the agent to whom the call is connected.	All Platforms
Delivery Mode	Mode of the contact in which the contact is delivered.	All Platforms
Outcome	Callback outcome set for the contact.	All Platforms
Next Attempt Time	Date and time when the contact is scheduled for the next attempt.	All Platforms

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What's Next

Data Extract

Table of contents

Create Report
Apply Filter
Elements
Save and View Report
Callback Details