Callbacks Tool Features

The Callbacks page displays a list of callbacks along with several other details and important information about their status. From this page, users can:

• Select a date range for viewing call backs status
• View callback summary by status
• View callback summary by queue
• View callback status bar graphs for specific dates
• Cancel callbacks
• Export callback data

Callback Summary by Status and Queue

Users can set a date range to view callback summaries by status and by queue. The data displayed below the Callback Summary by Status and Callback Summary by Queue sections updates to show the number of callbacks that occurred between the start and end dates. The date is displayed based on the time zone of the computer or device used to view the data.

• POD Code – Allows for the selection of a POD code if multiple PODs are available. The page displays callbacks data for the selected POD. (This option is only available to internal users.)
• Offer Callback Status Icons:

• Offer Callback Automation Status – This icon indicates that Offer Callback Automation is enabled or disabled. A green icon indicates Offer Callback Automation is enabled, and red icon indicates it is disabled.
• Offer Callback Status – This icon indicates when the Offer Callbacks features is enabled or disabled. A green icon indicates Offer Callbacks are enabled. When disabled, this icon contains a red slash overlaying it. If Offer Callback Automation is disabled, this icon does not display.
• Pending Callback Calls Count – Displays the total number of pending callbacks.

• Start Date – Enter or select the beginning date for the range of callbacks data to display. This field also defines the day for which graph data displays under the Graph By section.
• End Date – Enter or select the ending date for the range of callbacks data to display.
• Show Perma Link – Provides a URL which an organization can use to display the Callbacks dashboard on a wallboard, outside of Portal. Copy and paste the generated URL into a web browser and the wallboard displays without requiring you to sign in. To learn more about the wallboard, see Using the Callbacks Wallboard.

• Expand Icon – Click this icon to open the Callback Summary by Status or Callback Summary by Queue tables in an expanded view dialog.

• Callback Summary by Status – Displays the number of callbacks that occurred for each status type.
• Callback Summary by Queue – Displays the number of callbacks that occurred with each queue listed. Click on any of the Callback Queue rows to filter the Callbacks page data by that specific queue. Click the Callback Queue header to reset the page to display all queue summary data combined.

Callbacks Details for a Specific Day

For a more detailed view of callbacks for a specific day, users can select the day, and then choose a graph type to display the desired details. The selected day is defined by the date set in the Start Date field.

Graph By – Allows for the selection of different graph types for viewing more callback details throughout a selected day. Use this drop-menu to select one of the graphs described below:

• Average Callback Count – Select this option to have the graph display detailed average callback count data for the specified day.
• Average Callback Duration – Select this option to have the graph display detailed average callback duration data for the specified day.
• Average Virtual Queue – Select this option to have the graph display detailed average virtual queue data for the specified day.
• Average ICM Queue – Select this option to have the graph display detailed average ICM queue data for the specified day.

Graph Menu – Click to reveal the additional graph options described below:

• View in full screen – Opens the graph in a full screen viewing mode.
• Print chart – Use this option to print the chart.
• Download PNG image – Allows you to download the graph in the PNG image format. This format is less compressed and provides a higher quality image.
• Download JPEG image – Allows you to download the graph in the JPG image format. This format is compressed and offers a much smaller file size.
• Download PDF document – Allows you to download the graph in the PDF document format. The PDF document format is commonly used for digital document distribution through email or websites.
• Download SVG image – Saves the graph in the SVG image format. This format allows you to easily import and edit the image within most illustration software applications, such as Adobe Illustrator, with zero quality loss scaling.
• Download CSV – Downloads the graph in the CSV format which can be opened using a spreadsheet application, such as Microsoft Excel.
• Download XLS – Downloads the graph in the XLS format which can be opened using a spreadsheet application, such as Microsoft Excel.

Using the Callbacks Features

Actions Button – Provides users with options for the following actions:

• Cancel Selected Callbacks – Cancels the selected callbacks if displaying "true" under the Allowed to Cancel column..
• Cancel Pending Callbacks – Cancels any callbacks displaying "true" under the Pending for Retry column.
• Clear all filters – Clears all search fields and sorting options on the page.
• Export Data – Export skill page data in CSV and PDF file formats. (For additional information about exporting data, see Export and View Grid Data.)
• Columns – Show or hide any of the columns on the Callbacks page. (For additional information about showing or hiding columns, see Show or Hide Columns on a Grid.)

Selection Indicators – Allows for the selection of callbacks. The selection indicator located at the very top, in the column header, selects or deselects all listed callbacks. Selecting callbacks adds the option to export only selected data from the Actions Button menu. You can also use the Cancel Selected Callbacks option found on the Actions menu to cancel the callbacks that are selected.

Current Status Column – Displays the current status of the callback.

Customer Phone Number Column – Displays the phone number of the customer requesting a callback.

Callback Queue Column – Displays the callbacks queue type.

Agent Extension Column – Displays the agent's extension.

Attempts Column – Displays the number of times a callback has been attempted.

Create Time Column – Displays the date and time a callback was created.

Scheduled Time Column – Displays the date and time a callback is scheduled.

Status Time Column – Displays the date and time a callback was assigned the current status.

Elapsed Time Column – Displays the amount of time elapsed for the callback.

Callback ID Column – Displays the ID assigned to the callback.

Pending for Retry Column – Displays true if a callback is pending a retry, or false if it is not pending a retry.

Allowed to Cancel Column – Displays true if a callback is allowed to be canceled, or false if a callback cannot be canceled.

Instance Code Column – Displays the instance code for the callback.

Contact ID Column – Displays the contact ID assigned to the callback.

Schedule Agent Extn – Displays the extension for the agent that created the callback.

Selected Time – Displays the time selected for the callback.

Call Variable 1 - 10 – Displays any call variables used for the callback. (These are optional columns and are not displayed by default.)

Task Icons – Displays the task icons for callbacks.

• Cancel Callback – Cancels a callback if the callback is allowed to be canceled. (See Cancel a Callback for additional assistance.)
• Call Legs Info – Displays the Call Legs Info dialog for the callback. (See for additional assistance.)
• Re-Queue Callback – Allows users to re-queue callbacks. (See for additional assistance.)

Using Search and Filters on the Callbacks Page

To learn more about using search and filter features for the Callbacks tool, see .

Exporting Callbacks Data

To learn more about exporting callbacks data, see Export and View Grid Data.

See Also

• Callbacks
• View Callback Summaries for a Specific Date Range
• View Callback Details for a Specific Day