Callback Calls

The Callback Calls 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 Xima CCaaS 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.

The Callback Calls report focuses on the Xima CCaaS Queue Callback feature. Its main focus is to provide Queue Callback details for Xima CCaaS Skills and displays call information on the calls that involve the queue call back feature.

Report Column Descriptions

This column displays the Call ID that is associated with the call. A Call ID is an ID number that corresponds to the calls within the Xima CCaaS database. It is possible to use this number to search for the specific call in Cradle to Grave.

External Number
This column displays the phone number of the external party associated with the given phone call. (I.e., the number of the person calling in)

Start Time
This column displays the date and time that the callback started. (Format: 21 Apr 2011 17:13:37)

Is Accepted
This column displays "True" if the callback was accepted by the client and displays "False" if it was not accepted.

Total Talking Duration
This column displays the total duration of the talking events associated with the call during the accepted callback.

Final Event
This column displays the final (last) event that was associated with the given call. (i.e., callback snoozed, callback abort, etc.)