The Callback Report provides a quick and comprehensive view of your contact center’s callback requests and fulfillment rates.
This out-of-the-box report offers clear visibility into key service times and trends. Discover how to better align callback requests with actual fulfillment, reduce gaps, and take actionable steps to improve the overall customer experience.
Let’s dive into the details.
Who can use this
The Callback Report supports Voice Contact Center channels and can be used by Contact Center Admins and Supervisors.
This feature is currently in an Early Adopter Program, please contact your Customer Success Manager if you’d like to join.
Access the Callback Report
To access theCallback Report, go to the Dialpad Admin Portal.
Select Analytics
Select Reports
Select Callbacks
Filter by Contact Center(s) and timeframe
Here, you’ll see aggregated data based on your filters and a leaderboard that shows agent-level insight such as the total number of callbacks, declined and missed callbacks, connected callbacks, and more.
Callback Report data points
The Callback Report offers the following filters for Voice Contact Centers.
Filter | Definition |
|---|---|
Callbacks requested | The total number of callbacks requested by customers within the selected time period. |
Callbacks attempted | The total number of callbacks requested by customers within the selected time period. |
Callbacks unattempted | The total number of callbacks that expired or have not yet been attempted. |
Average callback time | The average time from when a callback was requested to when it successfully connected. |
Unsuccessful callbacks | Total number of callback attempts that were not connected. This metric includes callbacks that were missed by agents or rejected by callers. |
Successful callbacks | The total number of callbacks that were successfully connected and answered. |
Agent missed callbacks | Total number of callbacks that rang to an agent but did not connect (declined or missed). |
Customer missed callback | Total number of callbacks that were initiated by the agent but not answered by the customer. |
Agent leaderboard
The agent leaderboard helps you spot top performers and understand how agents spend their time. You can see key metrics like their total number of callbacks, attempted callbacks, missed callbacks, and more.
To customize the leaderboard, select Edit, then use the eye icon to hide or show specific metrics. To sort the leaderboard by a particular metric, select the down arrow in that column header.
Frequently asked questions
Can I export the Callback Report?
Not yet, but export functionality is coming soon.
How can I share my feedback?
A huge part of the Early Adopter process is getting your feedback on what’s working and what needs more attention before we publicly launch the feature.
To provide feedback, please reach out to our Customer Care team or your Customer Success Manager.
Please note that we may use your responses in marketing promotions for the product launch (don’t worry, we will ask for approval before doing so).