Queue Callback Summary Report

The Queue Callback Summary report gives you a fast read on callback activity across your queues: how many callers requested a callback, how many of those callbacks connected, and how many failed. This page shows how to open the report and explains what each metric measures.

Note

A queue callback lets a caller who is waiting in a queue hang up while keeping their place in line. When an agent becomes free, the system rings the caller back instead of making them wait on hold. This report tells you how well that feature is performing for each queue.

Open the Queue Callback Summary report

1. Sign in to the PBX web portal and go to Reports and Recordings > Call Reports.

2. Open the Default Reports tab.

   

   Note

   Cloud Voice rebuilt the CDR (Call Detail Record, the log the system keeps for every call) module in version 84.21.0.117, introducing a new data structure that shows call details more clearly and in more depth. Older CDRs and the report data tied to them are removed over time according to your CDR Auto Cleanup setting. Until that cleanup finishes, the old and new records live under separate tabs: Default Reports holds records created on the new structure, while Call Reports (Legacy) keeps the historical records. The steps here cover the new data on the Default Reports tab. To review data generated before the upgrade, open the Call Reports (Legacy) tab instead.

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

4. Set the report filters:

   

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

   b. In the Queue drop-down, pick one or more queues to include.

   The report matching your filters appears on the page.

   

Adjust the columns

Optionally, tailor the column layout so the indicators you care about stay in view.

Action	How
Choose which columns appear	Click the column-selection icon, then tick the columns you want to show.
Freeze a column	Click the drag handle next to a field and drop it onto Left (Freeze Column) or Right (Freeze Column) to pin it in place.
Reorder columns	Click the drag handle next to a field and move it to the position you want.

Save, schedule, or download the report

Optionally, keep the report for later, have it emailed on a schedule, or export a copy.

Tip

If you review this report on a regular cadence (for example, weekly), use Add to Scheduled Reports so it arrives in your inbox automatically instead of pulling it by hand each time.

Action	How
Add to My Reports	Save the report to your My Reports list for quick access. At the bottom of the page, click Add to My Reports, enter a name that identifies it, fine-tune the filters or metrics, then click Save.
Add to Scheduled Reports	Have the report emailed automatically on a recurring basis. At the bottom of the page, click Add to Scheduled Reports, then fill in the scheduling options for the task.
Download the report	Export the report to your computer for offline review or further analysis.

To control the export, click the settings icon before downloading, adjust the options below, and save your changes.

• File Format: the format of the exported 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 to include: All or Selected.

When the settings are ready, click Download.

Report metrics

Metric	Description
Total Calls	Total number of calls the queue received.
Total Callbacks	Total number of callbacks that callers successfully requested.
Successful Callbacks	Number of callbacks that connected.
Failed Callbacks	Number of callbacks that did not connect.