Callback Trace

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Callback Trace report shows the details of all closed Personal Callback (PCB) and Normal Callback (NCB) calls for the selected filter criteria. Go to Report List > Callback Trace 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 Callback type from PCB, NCB, or All.
Select the Agents from the Agent List.
Select the Filter Criteria. For more information, see Report Filter Criteria.
Click Show Records to populate the report. Expand the record to view in detail.
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 to which callback belongs.
ListID	List ID of callback contact.
ContactID	Contact ID of callback contact.
Callback_Registered_Type	Type of callback such as PCB or NCB.
	This column displays NCB, Normal Callback. Note: Based on the Callback Type selected in the filter, the Callback column populates the corresponding callback type. If the Callback Type is set as All, the Callback column displays the last callback type used for the contact.

Callback_DateTime	Callback dial out date and time as set by the agent.
Status	Contact status at the time of the report.
CallBack_RequestedTime	Date and time at which customer requested a call back. This is not the call back dial out time.
Attempt_Number	Number of attempts made for a contact.
Business Fields (1-25)	All configured business fields are listed at one Business Field per column.
Detailed Report Fields
Attempt	Number of attempts made for a contact.
Contact Number	Phone number
Delivered DateTime	Date and time when contact was delivered.
Dialed Mode	Mode of the contact.
Dialed DateTime	Date and time at which the contact was dialed.
Agent Name	Name of the Agent who handled the contact.
Callback Attempt Type	This is contact type for call back such as PCB or NCB.
Outcome	Callback outcome set for the contact.
Callback/Reschedule_DateTime	Date and time when the contact was rescheduled.

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