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 interaction (Inbound/Outbound).
Start	Start date/time of interaction.
End	End date/time of interaction.
When	Approximate time difference between when the callback was created and now.
Callback	Displays if the contact 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.
Contact Name	Name of contact.
Contact Id	Id of contact.
Queue/IVR	Name of Queue
Length	Total length of interaction
Wait Time	Total time the interaction was waiting in queue
Leave Reason	Reason why contact abandoned.
OU	Displays the organization unit where the interaction detail record is stored.
OU Path	Displays the organization unit path where the interaction detail record is stored.
Scenario Id	Unique Id of interaction
From	Displays if the interaction originated from another IVR or Contact Center Queue.
To	Displays if the interaction was transferred to another IVR or Contact Center Queue.