Callback Widget

Required permissions: Callback On

Refresh rate: 6 minutes

The Callback widget displays all callback interactions within the selected time frame and the status of each interaction. This widget can be configured to display only the last 30 minutes or all of the current day starting at 12 AM using the business unit time zone. At 12AM of the BU time zone, the widget resets and begin displaying data for the new day.

You can display data as a chart or in a grid. The chart view displays the total number of callbacks handled and splits them out into 3 categories: Succeeded, Failed, or Inqueue. The grid view displays individual contacts, listed by contact ID along with the assigned skill, ANIClosed Also known as caller ID. Listed phone number of an incoming voice call., time, and the state of the interaction.

Fields

Field Description
Total Large number in the colored circle shows the total of all callbacks within the selected range. The colors of the circle indicate the percentage of each type of callback (described below).
Successful The number of contacts that requested a callback and were successfully handled (no longer connected). Includes callbacks that resulted in a voicemail.
Inqueue The number of contacts that are in the queue to receive a callback. A callback request has been made but the outbound portion of the callback has not been initiated.
Failed The number of contacts that were removed from the queue and did not receive a callback. The callback was not completed because of a carrier issue, no answer, and so forth.

Settings

Field Description
Display Name Allows for customization of the widget name
Campaigns Configures which campaign(s) are included in the widget
ACD Skills Allows inclusion or exclusion of specific skills