Skill Callback Summary

Queue Callback event totals for each selected skill over the selected time frame.

The Skill Callback Summary report shows Queue Callback event totals for each selected skill over the selected time frame. It is a Skill row type Summary-style report.

Report Columns

Column	Definition
`Presented Calls`	The number of calls in which the skill had at least one Ringing or Queue event.
`Callbacks Scheduled`	The number of calls that requested a scheduled callback with the skill.
`Avg Wait Before Schedule`	The average time a caller waited in queue before scheduling a callback with the skill.
`Callbacks Attempted`	The number of callback attempts CCaaS made to scheduled recipients.
`Callbacks Accepted`	The number of scheduled callbacks accepted by the recipient.
`Callbacks Snoozed`	The number of scheduled callbacks the recipient snoozed.
`Callbacks Missed`	The number of scheduled callbacks the recipient did not answer.
`Callbacks Cancelled`	The number of scheduled callbacks canceled by the caller.
`Callbacks Aborted`	The number of scheduled callbacks aborted after the maximum callback attempts.

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Aborted Callback Attempts
A callback is aborted when CCaaS attempts to call back the client and gets no interaction — the client doesn't answer. CCaaS makes 3 attempts by default; this is configurable.

Updated 8 days ago