Callback Details

The Callback Details report focuses on the Chronicall Queue Callback* module. Its main focus is to provide Queue Callback details for Chronicall Skill groups and displays call information on the calls that involve the queue call back feature. Columns found on this report include, call start time, call direction, external party, queue callbacks scheduled, attempted, accepted, missed, snoozed, and callbacks aborted, final event, final agent and talking duration.

The Callback Details report is a detailed report. This means that each line on the report will represent one individual call and will provide details for each call. Each line provides a Call ID. The Call ID is a number that is associated with the call in the Chronicall database. It is a very useful number as once the report is run, you can copy the Call ID for any call found on the report, take it to Cradle to Grave for the same timeframe, paste it in the Quick Search tool (look for the magnifying glass icon in the top left-hand corner of Cradle to Grave), and it will take you directly to the call. This will then allow you to see the detailed events of the call.

Furthermore, in addition to being a Detailed report, it is sub-grouped by skills. This means that the report will be broken down into an individual mini-report for each of the selected skills. You will then easily be able to see which calls are associated to which skills.

*The Queue Callback module is an additional license. Therefore, without the Queue Callback license, this report will not provide any details.

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Column Descriptions


Call

Displays the call's Call ID. A Call ID is an ID number that corresponds to the calls within the database.


Start Time

Shows the date and time that the given call started.


Call Direction

Shows whether the given call was an inbound, outbound, or internal call.


External Party

Shows the phone number of the external party associated with the given phone call.

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External Party

  • For inbound calls, this is the number of the calling party.
  • For outbound calls, this is the dialed party number.
  • For internal calls, this field is blank.

Queue Callback Scheduled

Shows the total number of Queue Callbacks scheduled for the selected skill(s).


Queue Callback Attempt

Shows the number of Queue Callbacks attempted for the selected skill(s). This means that Chronicall attempted to call back the caller.


Callback Accepted

Shows the number of scheduled callbacks that were accepted by the recipient upon callback.


Callback Missed

Shows the number of scheduled callbacks that were missed by the recipient upon callback. This means either the recipient did not answer the callback, or they didn't press a button to accept the callback.


Callback Snoozed

Shows the number of times that the callback recipient selected to snooze the call upon callback.


Callback Abort

This event will appear during a callback attempt after a callback when the callback is aborted. A callback is considered aborted after the Max Callback Attempts limit is met (configured within System Settings).


Final Event

Shows the last event that was associated with the given call. (i.e., callback snoozed, callback abort, etc.)


Final Agent

Shows the last agent that was associated with an event in the given call.


Talking Duration

Shows the total duration of all talking events in the given call.