Queue Callback Activity Report

When callers choose to be called back rather than wait on hold in a queue, the Queue Callback Activity report captures what happened with each of those callbacks. Use it to confirm that requested callbacks went out, to see how long callers waited before the system reached them, and to investigate any attempts that did not connect. This page covers how to open the report and what each metric represents.

Open the report

1. Sign in to the Cloud Voice management portal and go to Reports and Recordings > Call Reports.

2. Open the Default Reports tab.

   

   Note

   Cloud Voice uses an updated call-detail-record (CDR) structure, introduced in firmware version 84.21.0.117, that presents call activity more clearly and in greater detail. Older records are removed over time based on your CDR Auto Cleanup setting. Until that cleanup finishes, current and historical data sit in two places: the Default Reports tab holds data generated on version 84.21.0.117 or later, and the Call Reports (Legacy) tab holds records from before the upgrade. The steps below apply to the newer data on the Default Reports tab. To review earlier activity, open the Call Reports (Legacy) tab instead.

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

4. Set the filters for the report.

   

   1. In the Time field, choose the date range you want the report to cover.
   2. Narrow the results by queue or by callback result.

   The report refreshes to show only the entries that match your filters.

   

   Tip

   Troubleshooting callbacks that did not connect? Filter by callback result and keep only the failed outcome. The list then shows just the failed attempts, and the Failed Reason column tells you why each one did not go through.

Adjust the columns (optional)

Shape the table so the metrics you care about stay in front of you.

Action	How to do it
Choose which columns appear	Select the column icon and pick the columns to show.
Freeze a column	Select the handle next to a field, then drag it to Left (Freeze Column) or Right (Freeze Column). A frozen column stays visible while you scroll the rest of the table sideways.
Reorder columns	Select the handle next to a field and drag it to the position you want.

Choosing which columns appear:

Freezing a column to the left or right:

Dragging a column into a new position:

Save or schedule the report (optional)

Once the report looks the way you want, you can keep it for quick access or have it delivered by email on a schedule.

Add it to My Reports for one-click access later:

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

Add it to Scheduled Reports to have Cloud Voice email it automatically:

1. At the bottom of the page, select Add to Scheduled Reports.
2. Complete the delivery schedule and recipient settings, then save.

Tip

If you check callback performance on a regular basis, schedule the report instead of running it by hand each time. Cloud Voice then builds it and emails it to the recipients you choose on the schedule you set.

Download it for offline review or deeper analysis:

1. (Optional) Select the settings icon to change how the file is exported, then save your changes:
   • File Format: the format of the downloaded file: CSV, XLS, PDF, or HTML.
   • Duration Format: how every duration field is shown: Display in Second (s) or Display as HH:MM:SS.
   • Export Fields: which fields are included: All or Selected.
2. Select Download.

Report metrics

Metric	What it shows
Time	When the caller first reached the queue.
Call From	The caller ID of the person who called in.
Callback Time	When Cloud Voice placed the callback.
Callback Number	The number the caller left for the callback.
Wait Time	How long passed between the original call and the caller answering the callback.
Callback Result	Whether the callback connected.
Failed Reason	Why a callback did not go through, when it failed.

Note

Callback Time and Wait Time measure different things. Callback Time is the moment the system dialed the caller back. Wait Time runs from the caller’s original call all the way to the moment they answered the callback, so it reflects the caller’s full experience, not just how quickly the system placed the return call.