Callback Summary Report

This page describes how you can use the Callback Summary Report. Callback allows your customer to provide a number at which the system can call them back when an agent is available; so your customers spend less time on hold, reducing customer frustration and freeing up valuable system resources.

[+] Tip: How do I generate a report?

How do I generate a report?
The short answer is: Access Reporting in the Genesys PureEngage Cloud, open a Callback report (from Document List > Interactive Insights > 8.1.1 > Callback), and click Refresh All to populate the report. For more information, see How do I generate Historical Reports in Genesys PureEngage Cloud?.

Understanding the Callback Summary Report

Use the Callback Summary Report to understand overall callback success rates in your contact center. It shows, at a glance, the number and percentage of offered callbacks that were successful, versus how many were declined, canceled, or abandoned.

In addition to the Main tab, this report offers four tabs that you can use to see:

• a breakdown of callback activity by offer type,
• the cost savings from callback,
• the number of attempts required to complete callbacks, and
• a breakdown of the customer wait times.

To get a better idea of what this report looks like, view sample output from the report:
Sample_Callback_Summary_Report.pdf

The following tables explain the prompts you can select when you generate the report, and the measures that are represented in the report:

• [+] Prompts for the Callback Summary Report

  Prompt	Description
  Pre-set Day Filter	Choose a day from the list of preset options. This prompt overrides the Start Time and End Time values.
  Start Time	Choose the day and time from which to begin collecting data into the report. This prompt has no effect if Pre-set Day Filter is set to anything except None.
  End Time	Choose the day and time at which to stop collecting data into the report.
  Queue	Select one or more queues from which to gather data into the report. Default: ALL
  Channel	Enter one or more channels from which to gather data into the report. Default: ALL
  Callback Type	Select from the list to limit the report to one or more callback types. Default: ALL
  Minute Price	Enter a price-per-minute, which is used to calculate cost savings.

• [+] Measures used in the Callback Summary Report

  Measure	Description
  Main Tab
  Callback \ Offered	The total number of times that callback was offered to a customer.
  Callback \ Accepted ("Count")	The total number of times that callback was accepted by a customer.
  Callback \ Accepted Wait for Agent	The total number of times that "WAIT FOR AGENT" callback was accepted by a customer.
  Callback \ Accepted Scheduled	The total number of times that "SCHEDULED" callback was accepted by a customer.
  Callback \ Accepted Immediate	The total number of times that "IMMEDIATE" callback was accepted by a customer.
  Callback \ Declined ("Count")	The total number of customer callback offers that were declined by the customer.
  Callback \ % Declined	The percentage of customer callback offers that were declined by the customer.
  Callback \ Attempted	The total number of callback attempts, including those that succeeded.
  Callback \ Customer Connected ("Count")	The total number of times a customer was connected after callback dialout, including instances where no agent was connected.
  Callback \ % Customer Connected	The percentage of customer calls that connected after callback dialout, including instances where no agent was connected.
  Callback \ % Canceled	The percentage of callback customer interactions that were canceled before completion. Includes all canceled callbacks, whether canceled manually by the customer, manually by an administrator, or automatically because the customer called again before the callback was completed.
  Callback \ % Abandoned	The percentage of callback customer interactions that were abandoned by the customer while waiting for an agent to connect.
  Callback \ Successful ("Count")	The total number of callbacks that successfully connected the customer with an agent.
  Callback \ % Successful	The percentage of callbacks that successfully connected the customer with an agent.
  Callback \ % Unsuccessful	The percentage of callback customer interactions that were not completed successfully (because they were abandoned, declined, or canceled).
  Offer Type Tab
  Callback \ Offered	The total number of times that callback was offered to a customer.
  Callback \ Accepted ("Count")	The total number of times that callback was accepted by a customer.
  Callback \ Accepted Wait for Agent	The total number of times that "WAIT FOR AGENT" callback was accepted by a customer.
  Callback \ Accepted Scheduled	The total number of times that "SCHEDULED" callback was accepted by a customer.
  Callback \ Accepted Immediate	The total number of times that "IMMEDIATE" callback was accepted by a customer.
  Callback \ Declined ("Count")	The total number of customer callback offers that were declined by the customer.
  Callback \ % Declined	The percentage of customer callback offers that were declined by the customer.
  Callback \ Attempted	The total number of callback attempts, including the one that succeeded.
  Callback \ Customer Connected ("Count")	The total number of times a customer was connected after callback dialout, including instances where no agent was connected.
  Callback \ % Customer Connected	The percentage of customer calls that connected after callback dialout, including instances where no agent was connected.
  Callback \ % Canceled	The percentage of callback customer interactions that were canceled before completion. Includes all canceled callbacks, whether canceled manually by the customer, manually by an administrator, or automatically because the customer called again before the callback was completed.
  Callback \ % Abandoned	The percentage of callback customer interactions that were abandoned by the customer while waiting for an agent to connect.
  Callback \ Successful ("Count")	The total number of callbacks that successfully connected the customer with an agent.
  Callback \ % Successful	The percentage of callbacks that successfully connected the customer with an agent.
  Callback \ % Unsuccessful	The percentage of callback customer interactions that were not completed successfully (because they were abandoned, declined, or canceled).
  Savings Tab
  Callback \ Successful	The total number of callbacks that successfully connected the customer with an agent.
  Callback \ Saved Time	The total number of minutes of call time that were saved because of callback.
  Callback \ Avg Saved Time	The average number of minutes of call time that were saved because of callback.
  Money Saved	The total amount of money saved by using Callback, based on the value you enter at the Minute Price prompt. (This value is calculated at report generation time, so there is no corresponding value in the GI2 Universe.)
  Avg Money Saved	The average savings per Callback call. (This value is calculated at report generation time, so there is no corresponding value in the GI2 Universe.)
  by AttemptTab
  Callback \ Customer Connected	The total number of times a customer was connected after dialout, including instances where no agent was connected.
  Callback \ Attempt 1	The total number of callback connections that were successfully completed on the first callback attempt.
  Callback \ Attempt 2	The total number of callback connections that were successfully completed on the second callback attempt.
  Callback \ Attempt 3	The total number of callback connections that were successfully completed on the third callback attempt.
  Callback \ Attempt 4	The total number of callback connections that were successfully completed on the fourth callback attempt.
  Wait Times
  Callback \ Customer Connected	The total number of times a customer was connected after a callback dialout, including instances where no agent was connected.
  Callback \ Time To Abandon Waiting For Agent	After successful callback, the total amount of time all customers spent waiting for agents before abandoning the call.
  Callback \ Max Time To Abandon Waiting For Agent	After a successful callback, the maximum amount of time any customer spent waiting before abandoning the call.
  Callback \ Avg Time To Abandon Waiting For Agent	After successful callback, the average amount of time customers spent waiting for agents before abandoning the call.
  Callback \ Successful	The total number of callbacks that successfully connected the customer with an agent.
  Callback \ Time To Wait For Agent	After successful callbacks, the total amount of time all customers spent waiting for an agent.
  Callback \ Max Time To Wait For Agent	After a successful callback, the maximum amount of time any customer spent waiting for an agent.
  Callback \ Avg Time To Wait For Agent	After a successful callback, the average amount of time a customer spent waiting for an agent.