Queue Callback Report
📖 Introduction
Queue Callback Report shows analytics for queue callback requests. Monitor callback success, wait times, and customer satisfaction.
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🖥️ Accessing the Module
Navigation:Reports → Call Center → Queue Callback Report
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📊 Report Metrics
| Metric | Description | |
|---|---|---|
| Total Requests | Callbacks requested | |
| Completed | Successfully called back | |
| Failed | Could not reach | |
| Cancelled | Customer cancelled | |
| Avg Wait | Time before callback | |
| Avg Duration | Callback call length |
📊 Callback Status
| Status | Description | |
|---|---|---|
| 🟢 Completed | Successfully connected | |
| 🟡 Pending | Waiting to call back | |
| 🔴 Failed | Max attempts reached | |
| ⚪ Cancelled | Customer cancelled |
🔍 Filtering
| Filter | Options | |
|---|---|---|
| Date Range | Start/End | |
| Queue | Specific queue | |
| Status | Completed/Failed | |
| Agent | Specific agent |
💡 Tips
TIP
Review failed callbacks: Improve contact rates.TIP
Compare to queue metrics: Callback reducing abandons?---
🔗 Related Modules
- Callback Rules — Callback config
- Queue Reports — Queue metrics