Call Pullback Report

Call Pullback Report

Call Pullback is a call which comes in to a Queue, the Queue selects an agent and sends the call to the Agent's phone. If the Agent does not answer the call in the configured time then the call is "Pulled Back" by the Queue. The Queue checks again for an available Agent and then re-delivers the call. The call can be re-delivered to the same agent if that agent is the only available person. If a call goes through a series of Pull Backs these will be grouped together in the report.

This report is to help identify if agents are leaving their phones and not changing their locations, or are not answering their phone.

Report Criteria

Calculations

Report Heading	Definition
Start Time	Time the Call started
Queue	Details of the queue
Item Type
Extension Pulled Back From	Extension the Call was pulled back from
Queue Time Prior to Pullback	Time the Call spent ringing on the Extension before being pulled back to the Queue - cumulative totals
Answered by Extension	The extension the Call was answered by
Total Queue	Time the Call was in queue

See Also Calls Call Pullback Report - Excel sample Call Transfer Summary Call Transfer Summary - Excel sample Call Type by Extension Summary Call Type by Extension Summary - Excel sample Callback Activity Report Callback Activity Report - Excel sample Cradle to Grave Detail Report Cradle to Grave Detail Report - Excel sample Incoming Calls Report Incoming Calls Report - Excel sample Outgoing Calls Report Outgoing Calls Report - Excel sample Queue Call Type by Extension Report Queue Call Type by Extension Report - Excel sample Queue Call Type by Extension Summary Queue Call Type by Extension Summary - Excel sample Total Call Activity Total Call Activity - Excel sample