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 |