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updatedAt: 2026-08-28T16:20:55.000Z
agentTools:
  projectIndex: https://guide.xima.cloud/llms.txt
---

# 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.

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**Callbacks Scheduled**\
This column displays the total number of calls that selected to schedule a callback with the given skill(s)

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**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).

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**Callbacks Attempted**\
This column displays the number of times that Xima CCaaS attempted to callback the scheduled recipients

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**Callbacks Accepted**\
This column displays the total number of callers that *accepted* a scheduled callback with the given skill(s)

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**Callbacks Snoozed**\
This column displays the number of recipients that *snoozed* the callback when Xima CCaaS performed the scheduled callback

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**Callbacks Missed**\
This column displays the number of recipients that *missed* the callback when Xima CCaaS performed the scheduled callback

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**Callbacks Cancelled**\
This column displays the total number of callers that canceled a scheduled callback with the given skill(s).

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**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.