All Callbacks (Commitment) Expanded Report
Required permissions: Data Download
The All Callbacks (Commitment) Expanded data download report displays all scheduled callbacks Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. and commitments
Reminders created by agents to make a follow-up call to a contact that occurred in the date range specified, including the date an agent scheduled the callback, the agent who scheduled it, the contact's phone number, the days of the week and the date range the callback should occur, and the date the callback actually occurred. It includes all the same columns as the All Callbacks report, as well as more information about the agent, the skill name, the contact ID
A unique numerical identifier assigned to each contact, and ANI
Also known as caller ID. Listed phone number of an incoming voice call..
Select Report Option
You need to configure a Date Range, Start/End Time, and Export Format when you run a data download report.
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Field | Details |
---|---|
Date Range |
The default date and time range is from 12:00 AM to 11:59 PM today. When you click the arrows to the left or right of the date range, the range moves up or back 24 hours. When you click the in the date range, you can select one of these options:
|
Start/End Time |
If you selected Specific Date or Date Range for Date Range, you can use the Start/End Time field to specify the time range you want the data to cover. When you click inside the start or end text box, a drop-down lists times from 12:00 AM to 11:45 PM that you can select. You can also enter a specific time. |
Export Format |
You can use the Export Format drop-down to select the format you want the report to be in when you download it. You can select one of these options:
|
Include Field Names | Select this checkbox if you want the first row of the report to be field names. |
Append date to file name (YYYYMMDD) | Select this checkbox if you want the current date to appear at the end of the report file name. The format is year, month, then day. |
Columns
Add_Date |
The date and time |
First_Name |
The first name of the agent. For commitments, the text entered in the First Name field by the agent. |
Last_Name |
The last name of the agent. For commitments, the text entered in the Last Name field by the agent. |
Number_To_Dial |
The number the contact request the agent use for the callback |
Scheduled_DOW |
The days of the week the contact said would be ideal for the callback
|
Scheduled_Start |
The date and time on which the system will begin to attempt the callback |
Scheduled_End |
The date and time on which the system will stop attempting the callback |
Skill |
The unique, system-generated ID of the skill |
Skill_Name |
The name of the skill |
Calledback |
The date and time on which the callback |
Agent_No |
The unique, system-generated ID of the agent This refers to the initial interaction and the agent that created the commitment |
Agent_Name |
The first and last name of the agent This refers to the initial interaction and the agent that created the commitment. |
Contact ID |
The unique, system-generated ID of the contact. This is the contact ID for the callback interaction and is associated with the agent that performed the callback. The agent that performed the callback may not be the same one that created the commitment. |
ANI |
The name of the contact, or the phone number associated with the contact. |