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Callback Details Report

This page describes how you can use the (Callback folder) Callback Details Report to understand overall callback success rates in your contact center. It shows detailed information about the number and percentage of offered callbacks that were successful, versus how many were declined, canceled, or abandoned.

Understanding the Callback Details Report

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This report provides detailed information about callbacks that were processed by the contact center, allowing you to analyse callback performance based on nearly 30 metrics. Use this report to view a detailed picture of how Callback is used in your contact center, including information about the volume of callback calls, success rates, resulting savings, and customer wait times.

To get a better idea of what this report looks like, view sample output from the report:
HRCXICallbackDetailsReport.pdf

The following tables explain the prompts you can select when you generate the report, and the metrics and attributes that are represented in the report:

Prompts for the Callback Details Report

Prompt Description
Pre-set Day Filter Choose a day from the list of preset options. This prompt overrides the Start Time and End Time values.
Start Time Choose the day and time from which to begin collecting data into the report. This prompt has no effect if Pre-set Day Filter is set to anything except None.
End Time Choose the day and time at which to stop collecting data into the report.
Final or Not Enter 1 to restrict the report to only those calls where callback was dialed, or enter 0 to include all scheduled Callbacks, even if they were never dialed.
Queue Select one or more queues from which to gather data into the report. Default: ALL
Customer Phone Number Select one or more customer phone numbers for which to gather data into the report. Default: ALL
Tenant Select one or more tenants to include in the report. Default: ALL

Attributes used in the Callback Details Report

Attribute Description
Tenant This attribute enables data within the reporting interval to be organized by tenant. For multi-tenant environments, the universe connection that you define points to only one tenant schema in the Info Mart. New connections are required for access to other tenant schemas.
Queue This attribute enables data within the reporting interval to be organized based on the name of the virtual queue.
Service ID Original SCXML/GMS session ID.
Customer Phone Number The phone number provided by the customer for callback.

This number is used to dial out (CUSTOMER_TERMINATED scenario) or used to execute match by ANI (CUSTOMER_ORIGINATED scenario).

Final Whether the Callback Record ID is final. (0=additional callback attempts will be processed, 1=no more dial attempts will be processed).

Metrics used in the Callback Details Report

Metric Description
Offered Indicates whether callback was offered to the customer. (0=no, 1=yes)
Accepted Indicates whether callback was accepted by the customer. (0=no, 1=yes)
Service Start Timestamp The date and time (UTC) when the Callback service started.
Ready To Start Timestamp Either:

The time when the contact center was ready to start the outbound dial attempt for CUSTOMER_TERMINATED scenarios.
or:
The time when the contact center sent push notification to the user device in CUSTOMER_ORIGINATED scenarios.

Customer Connected Timestamp The time when the customer started waiting to be connected to an agent.
Callback Offered Timestamp The time when the customer was first offered callback during the session.
Last Callback Offered Timestamp The date and time of the last callback offered to a customer during the session.
Callback Accepted Timestamp The time when the customer accepted callback during the session.
Push Delivery Confirmed Timestamp The time when the application confirmed that push notification was received. This is used for CUSTOMER_ORIGINATED scenarios.
Customer Ready to Start Timestamp The time when the customer was ready to start media interaction for CUSTOMER_ORIGINATED scenarios.

This value is typically set when the application sends a request for an access number to dial and access code for match function.

Desired TimeStamp The callback time that was promised to the customer when callback was scheduled.
Callback Attempts The number of times the system attempted to call the customer back.
Expected Wait Time (Fmt) The expected time before an agent is available to call back a customer, as of the time callback was offered.
Callback Offer Time (Fmt) The amount of time that elapsed between the instant when a callback was offered to the customer, and the instant when the customer accepted or declined the offer.
Last Callback Offer Time (Fmt) The duration (in seconds) of the last callback offered to a customer during the session.
Offline Waiting Time (Fmt) The amount of time that elapsed between when the customer accepted a callback offer and the time when they were connected to an agent after callback.
Establish Time (Fmt) The amount of time required to establish the outbound call.
Connect Waiting Time (Fmt) The amount of time that elapsed between when the customer connected to the callback call and when an agent was connected.
Position in Queue The customer's position in the queue when the callback outbound dial attempt was ready to begin.
Transfer Failed The number of failed attempts to transfer the callback interaction to the agent.
Added Agent Indicates whether an agent was successfully added to the callback call. (0=no, 1=yes)
Abandon Waiting Indicates whether the call was abandoned by the customer while waiting for an agent to connect. (0=no, 1=yes)
Timeout Waiting (Fmt) The number of times that a customer was disconnected because the max timeout limit was reached.
Requested Agent Assistance The number of callbacks that were offered to customers who had requested agent assistance. (0=no, 1=yes)
Callback Offers per Session The number of times callback was offered, per single interaction.

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This page was last modified on 23 July 2018, at 11:16.