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QCB Recall: Displays the number of calls where Queue Callback was selected (Opt In), however the caller was unavailable when an agent attempted to call them back. QCB Recall is a configurable setting that can be turned on or off, based on customer preference, along with the number of attempts for call back.
SAMPLE REPORTS
Below, you will find sample reports for both the Call Center Call Detail and Call Center Incoming Calls reports and what Queue Callback information can collected from each.
Call Center Call Detail
The Call Center Call Detail Report will provide you with specific call details for all calls entering the Queue Callback queue, broken down by DNIS. You will also be able to view which agents answered the QCB Opt In calls, in case you were interested in asking how the overall Queue Callback experience was, from an agent perspective.
Call Center Incoming Calls
The Call Center Incoming Calls report provides information related to how incoming calls are handled by call centers, whether they are queued or handled, based on DNIS, prior to being queued. This report can be ran using a variety of intervals (hourly, daily, weekly, etc) depending on how granular you want your reports to be. You will be able to identify which hours of the day or what day of the week produced the most Queue Callback instances and how those callers responded.
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