Total Call Activity Report (Callback Activity Template)

About the Total Call Activity Report (Callback Activity Template)

This report gives a detailed breakdown of Callback activity. Callback message numbers that were saved, deleted, rescheduled and returned or accepted are detailed. The report also shows the agent and how long the call queued for. Various grouping options are available.

CALLBACK: A caller in a Queue can be given the option of being called back by an Agent. The caller retains their place in the Queue, but finishes the call after leaving contact details.

To create the Total Call Activity Report (Callback Activity Template):

1. Select Call Activity > Total Call Activity.

   

2. Select Report Template > Callback Activity Report .
3. Enter the following report criteria as required:

   Period	The span of days covered by the report (Today, Last Week etc.) Alternatively, specify the exact date range using the Date criterion.
   Dates	The date range you wish to cover in the report.
   Times	Select hours of the day that you wish to cover in the report.
   Group By	Causes the report to display information grouped accorded to the selected criteria (for example by Date, by Extension, by Queue etc.) Each specific base report has a particular set of groupings available.
   Queue Group	Narrows the scope of the report to a specific Queue Group.
   Queue Number	Narrows the scope of the report to include only the selected Queue Number(s). Select the Queue Number(s) that you wish to include in the report from the drop-down menu or enter the Queue Number(s) with your keyboard. To specify multiple Queues, separate each number with a comma (,). Do not include spaces in the list.
   Team	Narrow the scope of the report to the include only the selected Team.
   Extension Number	Narrows the scope of the report to include only certain Extensions. Select the Extension that you wish to include in the report from the drop-down menu or enter the Extension number(s) with your keyboard. Wildcards can be used to select all extensions matching a pattern. To specify multiple Extensions, separate each number with a comma (,). Do not include spaces in the list.
   Item or Media Type	Narrow the scope of the report to include only the selected incoming queue media. Depending on the IPFX Modules you have purchased you may be able to include Calls, E-mails, Faxes, Text Chats and Callbacks in the report. Select from one of: CALL, EMAIL, FAX, TC, VM-CALLBACK.
   Call Type	Narrows the scope of the report to include only calls of a specific type: Callback - callbacks Incoming – inbound calls to extensions or DDIs only (not inbound to queues) Outgoing – outbound calls from extensions or DDIs Queue – inbound calls to a queue
   Release Type	Narrows the scope of the report to include only calls that ended with the selected release type: Abandoned – calls that were abandoned before being answered Callback-deleted – callbacks that were deleted (only available with certain IPFX modules) Callback-rescheduled – all Callbacks that were rescheduled (only available with certain IPFX modules). Normal – calls that were answered normally. Voicemail Handled – calls that were sent to and handled by voicemail.
   Caller ID	Narrows the scope of the report to include only calls originating from a specific Caller ID (also called CLI, Calling Line Identifier).
   DNIS, Dialled Number, Dialled Number In, Dialled Number Out, Number Dialled	Narrows the scope of the report to include only calls associated with the selected DNIS. Note: DNIS (Dialled Number Inbound Service) for inbound calls refers to the number dialled by a customer. For outbound calls, DNIS refers the phone number dialled out. Select whether the report shows inbound or outbound calls with the Call Type criterion.
   Show Notes	Determines whether the report will show call notes (entered by an extension after a call). Yes – include notes in the report No – do not include notes in the report Ignore – Show everything including Notes
   Show WrapUpCodes	Determines whether the report will show WrapUp codes. Yes – Show WrapUp Codes in the report No – Do not show WrapUp Codes in the Report Ignore – Show everything including WrapUp Codes
   Show Off Hook	Narrows the scope of the report to include or exclude extensions that have gone off-hook, but which have not made a call. NEC PABXs only. Yes – shows only extensions that went Off hook No – does not show extensions that went Off hook Ignore – shows all extension activity whether on or off hook.
   Include Virtual Queues	Includes both standard and Virtual queues in the report.
   Format Time	Changes the way that time is displayed in the report: Yes - Displays time in hh:mm:ss format. No - Displays time in seconds. Ignore - (Has the same effect as selecting Yes)