Callback Activity Report
A Callback happens when a caller who is waiting in a Queue is offered, by way of announcement, the choice to leave a Callback that will retain its position in the queue. This feature is an additional module to the standard Call Centre, and will only run if this module has been purchased. Ideal for reducing 0800 queuing costs and/or customer queue/wait times.
If a Callback is in the queue, it will deliver to the next available agent the receiving agent will then be given the task of calling this person back automatically.
This report provides a good analysis of how many Callbacks were received into the queue, whether they were saved, deleted, rescheduled and/or the customers call was returned/accepted.
Report Criteria
Calculations
Report Heading |
Definition |
Start Time |
Time the Call started |
Queue Number |
Number of the Queue |
Extension Number |
Extension receiving the Call |
Item Type |
|
Number Dialled |
Number dialled in or Number Dialled Out |
Calling Line Identification (CLID) |
Telephone number of the calling party |
Caller Details |
Database information for caller |
Time Talking |
Time Spent talking on the Call |
Release Type |
|
Daily Total - Count |
Count of the Calls on the Specified Day |
Daily Total - Time Talking Time |
Sum of Time Talking for all the Days in the Report Divided by Daily Total |
Daily Total - Time Talking Avg |
Sum of Time Talking Divided by Daily Total - Count |
Grand Total - Time Talking Time |
Sum of Time Talking for all the Days in the Report Divided by Grand Total |
Grand Total - Time Talking Avg |
Sum of Time Talking for all the Days in the Report Divided by Grand Total - Count |