---
title: "Callback report"
slug: "callback-report"
updated: 2025-10-20T16:20:17Z
published: 2025-10-20T16:20:17Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.dialpad.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Callback report

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.

> [!NOTE]
> Who can use this
> 
> The Callback Report supports Voice Contact Center channels and can be used by Contact Center Admins and Supervisors.

## Access the Callback Report

To access theCallback Report, go to the **Dialpad Admin Portal.**

1. Select **Analytics**
2. Select **Reports**
3. Select**Callbacks** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/call-backs.png)
4. **Filter**by Contact Center(s) and timeframe ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/call-back-report.png)

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.

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/callback -leaderboard.png)

## Frequently asked questions

### Can I export the Callback Report?

Yes. To export the Callback Report, select **Export (.csv),**then select**Send report.** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/export-call-back.png)

## Related

- [Agent Productivity Report](/agent-productivity-report.md)