Queue Callback Summary Report

The Queue Callback Summary report condenses your queue callback activity into a few headline numbers, so you can tell at a glance how many callers asked for a return call and how those callbacks turned out. This page walks through opening the report and explains what each metric represents.

Note

A queue callback lets a caller hang up instead of waiting on hold while keeping their place in the queue. The system then calls them back automatically when an agent becomes available. This report tracks how many callers used that option and whether those return calls connected.

Open the report

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

2. Open the Default Reports tab.

   

   Note

   Starting with Cloud Voice firmware 84.21.0.117, the CDR (Call Detail Record, the log entry saved for each call) module uses a redesigned data structure that displays call details more clearly and in greater depth. Older CDRs and their report data are cleared over time according to your CDR Auto Cleanup setting. Until that cleanup completes, recent and historical data are kept apart: new data on the Default Reports tab, and earlier data on the Call Reports (Legacy) tab.

   The steps below cover the new report data generated on 84.21.0.117 and later. To review anything recorded before the upgrade, open the Call Reports (Legacy) tab instead.

3. In the Call Center Reports pane, select Queue Callback Summary.

4. Choose what the report should cover.

   

   1. In the Time field, set the date and time range.
   2. In the Queue drop-down list, pick one or more queues.

   The report refreshes to match your filters.

   

Adjust the columns

Tailor the layout so the indicators you care about stay in view.

• Choose which columns appear: Select the filter icon, then pick the columns you want shown.

  

• Freeze a column in place: Select the drag handle next to a field and drag it to Left (Freeze Column) or Right (Freeze Column).

  

• Reorder columns: Select the drag handle next to a field and drop it where you want it.

  

Save, schedule, or download

Once the report looks the way you want, you can keep it within reach, have it emailed on a schedule, or export a copy.

Save to My Reports

Add the report to your My Reports list so you can reopen it without rebuilding the filters.

1. At the bottom of the page, select Add to My Reports.
2. Give the report a name you’ll recognize, and fine-tune the filters or metrics if needed.
3. Select Save.

Schedule automatic delivery

Set up a task that emails the report on a recurring basis.

1. At the bottom of the page, select Add to Scheduled Reports.
2. Fill in the scheduled task settings to define the recipients and delivery frequency.

Download a copy

Export the report to your computer for offline review or deeper analysis.

1. Optional: Select the settings icon to adjust how the file is exported, then save your changes:
   • File Format: Choose CSV, XLS, PDF, or HTML.
   • Duration Format: Show every duration field either Display in Second (s) or Display as HH:MM:SS.
   • Export Fields: Export All fields or only the Selected ones.
2. Select Download.

Report metrics

Metric	What it measures
Failed Callbacks	Callbacks that did not complete.
Successful Callbacks	Callbacks that completed successfully.
Total Callbacks	Callbacks that callers successfully requested.
Total Calls	All calls the queue received.