All Callbacks (Commitment) Expanded Report

Required permissions: Data Download

The All Callbacks (Commitment) Expanded data download report displays all scheduled callbacksClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. and commitmentsClosed 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 IDClosed A unique numerical identifier assigned to each contact, and ANIClosed 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.

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:

  • Today: Outputs data from 12:00 AM today to now. This option is the default.
  • Yesterday: Outputs data from 12:00 AM yesterday to 11:59 PM last night.
  • Last 7 Days: Outputs data from 12:00 AM seven days ago to now.
  • Last 30 Days: Outputs data from 12:00 AM 30 days ago to 12:00 AM today.
  • Previous Week: Outputs data from the last full week, Sunday through Saturday. It pulls data from 12:00 AM last Sunday to 11:59 PM last Saturday.
  • Previous Month: Outputs data from 12:00 AM on the first day of last month to 11:59 PM the last day of last month.
  • Month to Date: Outputs data from 12:00 AM on the first day of this month to now.
  • Specific Date: Opens a date selector and lets you choose a specific day from which to pull data. By default, it pulls data from 12:00 AM that morning to 11:59 PM that night.
  • Date Range: Opens two date selectors that enable you to select a start date and end date for the range. By default, the range pulls data from 12:00 AM on the selected start date to 11:59 PM on the selected end date.

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:

  • Comma Separated: A comma-separated list in a CSV file.
  • Tab Delimited File: A tab-separated list in a TXT file.
  • XML: An XML-formatted TXT file.
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 an agent scheduled the callbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue.. It follows the format MM/DD/YYY HH:MM, 24-hour 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 callbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue..
Scheduled_DOW

The days of the week the contact said would be ideal for the callbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue.. It can be any combination of the following:

  • M: Monday
  • T: Tuesday
  • W: Wednesday
  • H: Thursday
  • F: Friday
  • S: Saturday
  • U: Sunday
Scheduled_Start

The date and time on which the system will begin to attempt the callbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue.. It follows the format MM/DD/YYYY HH:MM, 24-hour time.
Scheduled_End

The date and time on which the system will stop attempting the callbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue.. It follows the format MM/DD/YYYY HH:MM, 24-hour time.
Skill

The unique, system-generated ID of the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge the contact entered. This is the skill associated with the point of contact.

Skill_Name

The name of the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge that handled the interaction.
Calledback

The date and time on which the callbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. occurred. It follows the format MM/DD/YYYY HH:MM, 24-hour time.

Agent_No

The unique, system-generated ID of the agent who handled the interaction. If more than one agent handled the contact, it is the ID of the last agent to handle the contact.

This refers to the initial interaction and the agent that created the commitmentClosed Reminders created by agents to make a follow-up call to a contact.

Agent_Name

The first and last name of the agent who handled the interaction as displayed in the agent's NICE CXone user profile. If more than one agent handled the interaction, it is the name of the last agent who handled the interaction.

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.