Skill Queue Callback Summary
The Skill Queue Callback Summary report focuses on the Chronicall Queue Callback* module. Its main focus is to provide Queue Callback event totals for Chronicall Skill groups. Columns found on this report include Queued Calls, Scheduled Queue Callbacks, Average Wait Before Scheduling, Queue Callback Attempts, Queue Callback Accepted/Snoozed/Missed/Cancelled by Recipient, Queue Callback Aborted (Max Attempts Reached), and Percent of Queue Callback Accepted.
This report is Skill summary report. This means that each of the selected skills will display on its own line next to the statistics specific to that skill.
*The Queue Callback module is an additional license. Therefore, without the Queue Callback license, this report will not provide any details.
Column Descriptions
Group (Skill)
Displays the names of the selected Skill groups in alphabetical order.
Queued Calls
Shows the total number of inbound calls that went in to the queue associated with the given skill group.
Scheduled Queue Callback
Shows the total number of calls that selected to schedule a queue callback
Avg Wait Before Scheduling Queue Callback
Shows the average amount of time that callers waited in queue before scheduling a queue callback.
Queue Callback Attempts
Shows the number of times that Chronicall attempted to callback the scheduled recipients
Queue Callback Accepted by Recipient
Shows the number of recipients that accepted the call when Chronicall performed the scheduled callback.
Queue Callback Snoozed by Recipient
Shows the number of recipients that snoozed the call when Chronicall performed the scheduled callback.
Queue Callback Missed by Recipient
Shows the number of recipients that missed the call when Chronicall performed the scheduled callback.
Queue Callback Cancelled by Recipient
Shows the number of recipients that cancelled the call when Chronicall performed the scheduled callback.
Queue Callback Aborted (Max Attempts Reached)
Shows the number of scheduled queue callbacks that were aborted after Chronicall performed the max callback attempts.
Note: The number of callback attempts can be configured within Chronicall system settings.
% Queue Callback Accepted
Shows the percentage of queue callbacks that were accepted by the recipients.
Updated over 5 years ago