Queue Callback Activity Report

The Queue Callback Activity report gives you a per-call view of how queue callbacks are performing. Each row covers one callback request, showing the original caller, the number that was dialed back, the wait involved, and whether the callback connected. This page explains how to open the report, refine what it shows, save or export it, and what each metric means.

Note

“Queue callback” is a queue feature: instead of staying on hold, a waiting caller can register a phone number and hang up, and the system calls them back when it is their turn in line. This report logs one row for each callback the system attempted, so it is where you confirm those callbacks are actually reaching customers.

Open the report

1. Sign in to the PBX (Private Branch Exchange) web portal and go to Reports and Recordings > Call Reports.

2. Open the Default Reports tab.

   

   Note

   To improve performance, a platform update (version 84.21.0.117 or later) introduced a new storage structure for call detail records (CDRs), so report data is now split across two tabs. Data captured after the update lives under Default Reports, while earlier data remains under Call Reports (Legacy). Older CDRs and their associated report data are cleared over time based on your CDR Auto Cleanup setting. The steps below describe the new data on the Default Reports tab. To review historical data, open the Call Reports (Legacy) tab instead.

3. In the Call Center Reports pane, click Queue Callback Activity.

   

4. In the Time field, choose the date range the report should cover.

5. Narrow the results by queue or by callback result.

   The list refreshes to show the callbacks that match your filters:

   

   Tip

   To track down problem callbacks, filter by a failed Callback Result, then read the Failed Reason column (see Report metrics) to see why each one did not connect.

Adjust the columns (optional)

Shape the list so it highlights the indicators you care about most:

• Choose which columns appear: click the column filter icon above the list, then select the columns to show.

  

• Freeze a column: click the drag handle next to a field and move it to Left (Freeze Column) or Right (Freeze Column) to keep it visible as you scroll.

  

• Reorder columns: click the drag handle next to a field and drag it to a new position.

  

Save, schedule, or download the report (optional)

When the report shows what you need, keep it for quick reference, have it emailed automatically, or export a copy.

Add to My Reports

Save the report to your My Reports list for one-click access later:

1. At the bottom of the page, click Add to My Reports.
2. Enter a name that helps you recognize the report, and adjust the filters or metrics if needed.
3. Click Save.

Add to Scheduled Reports

Have the report emailed on a recurring schedule:

1. At the bottom of the page, click Add to Scheduled Reports.
2. Complete the scheduled task settings to define the recipients and delivery schedule.

Download the report

Export the report to your computer for offline review and further analysis:

1. (Optional) Click the settings icon to customize the download options, then save your changes:
   • File Format: download as CSV, XLS, PDF, or HTML.
   • Duration Format: show all duration fields in seconds or as HH:MM:SS.
   • Export Fields: export All fields or only the Selected ones.
2. Click Download.

Tip

Choose CSV or XLS when you plan to sort, filter, or chart the data in a spreadsheet, and PDF or HTML when you just need a fixed copy to read or share.

Report metrics

Metric	Description
Time	When the caller reached the queue.
Call From	The caller’s caller ID.
Callback Time	When the system placed the callback.
Callback Number	The number the caller registered to be called back on.
Wait Time	The elapsed time from when the call started until the callback was answered.
Callback Result	Whether the callback connected successfully.
Failed Reason	Why the callback could not be completed, when applicable.