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Callback Summary Report

This page describes how you can use the Callback Summary Report. Callback allows your customer to provide a number at which the system can call them back when an agent is available; so your customers spend less time on hold, reducing customer frustration and freeing up valuable system resources.

[+] Tip: How do I generate a report?

Understanding the Callback Summary Report

1

Use the Callback Summary Report to understand overall callback success rates in your contact center. It shows, at a glance, the number and percentage of offered callbacks that were successful, versus how many were declined, canceled, or abandoned.

In addition to the Main tab, this report offers four tabs that you can use to see:

  • a breakdown of callback activity by offer type,
  • the cost savings from callback,
  • the number of attempts required to complete callbacks, and
  • a breakdown of the customer wait times.

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

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

  • [+] Prompts for the Callback Summary Report
  • [+] Measures used in the Callback Summary Report

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This page was last modified on August 10, 2017, at 05:40.