Skill Callback Summary
The Skill Callback Summary report focuses on the Xima CCaaS Queue Callback feature. Its main focus is to provide Queue Callback event totals for Xima CCaaS Skill groups.
This report is a 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.
Report Column Descriptions
Presented Calls
This column displays the total number of calls in which the specified skill was involved in at least one ringing or queue event, meaning the skill had a chance to participate in the call.
Callbacks Scheduled
This column displays the total number of calls that selected to schedule a callback with the given skill(s)
Avg Wait Before Schedule
This column displays the average amount of time that callers waited in queue before selecting to schedule a callback with the given skill(s).
Callbacks Attempted
This column displays the number of times that Xima CCaaS attempted to callback the scheduled recipients
Callbacks Accepted
This column displays the total number of callers that accepted a scheduled callback with the given skill(s)
Callbacks Snoozed
This column displays the number of recipients that snoozed the callback when Xima CCaaS performed the scheduled callback
Callbacks Missed
This column displays the number of recipients that missed the callback when Xima CCaaS performed the scheduled callback
Callbacks Cancelled
This column displays the total number of callers that canceled a scheduled callback with the given skill(s).
Callbacks Aborted
This column displays the total number of scheduled callbacks that were aborted after Xima CCaaS performed the max callback attempts.
Note: A callback is considered aborted when the Xima CCaaS system tries to call back the client and there is no interaction with the client, meaning they don't answer. The number of attempts that the system will make is set at 3 by default, however, this can be changed to the desired number of attempts.
Updated 4 months ago