Callback Requests

Navigate to Analytics & Reports | Callback Requests

Displays a list of callback requests.

For report options (e.g., filtering), See Report Options

Column	Description
"..."	Button that displays actions that can be performed on that record.
Direction	Direction of call (Inbound/Outbound).
Start	Start date/time of call.
End	End date/time of call.
When	Approximate time difference between when the callback was created and now.
Callback	Displays if the caller requested a callback. Agents can complete the callback by selecting the icon.
Status	Current status of callback request.
Callback Contact	Callback phone number or UPN.
Callback Description	Description of callback.
Callback Completed By User	The user that completed the callback.
Date Callback Completed	Date and time when the callback was completed.
Caller Name	Name of caller.
Caller Number	Number of caller.
Queue/IVR	Name of Queue
Length	Total length of call
Wait Time	Total time the call was waiting in queue
Leave Reason	Reason why caller abandoned.
OU	Displays the organization unit where the call detail record is stored.
OU Path	Displays the organization unit path where the call detail record is stored.
Scenario Id	Microsoft Teams Call ID
From	Displays if the call originated from another IVR or Contact Center Queue.
To	Displays if the call was transferred to another IVR or Contact Center Queue.