Callback Services Analysis
Updated at July 14th, 2026
Overview
The Callback Services Analysis report provides detailed information about callback requests created for Queue Callback services.
When callers are offered the option to request a callback instead of waiting in a queue, this report helps supervisors understand how those callback requests are handled. It shows request volumes, successful callbacks, failed attempts, waiting times and cancelled requests.
This report only includes callback requests that have been processed by a Queue Callback service.
Report Example
Before you begin
Keep the following in mind when using this report:
- Queue Callback services are created automatically when callback is enabled on a Router through an Option Menu.
- The report only displays data for Queue Callback services that have processed callback requests.
- A callback request may be attempted several times if the caller does not answer. The maximum number of attempts is configured for the Queue Callback service.
- If a caller successfully reaches the queue before their callback is made, the callback request is automatically cancelled.
- A callback is considered successful even if it reaches voicemail or an answering machine.
Report views
The report can be displayed using different time aggregations, including:
- Weekly summary
- Weekday summary
- Other available reporting periods based on your report configuration
Report header
The report header displays:
- Report name
- Report type
- Reporting period
- Selected Queue Callback service or services
Report metrics
The report includes the following metrics for each time segment.
| Metric | Description |
|---|---|
| Requested | Total number of callback requests received. |
| Answered | Number of callback requests successfully connected. |
| Answered First Attempt | Number of callbacks successfully completed on the first outbound attempt. |
| Busy | Number of callback attempts where the destination was busy. |
| No Answer | Number of callback attempts where the customer did not answer. |
| Error | Number of callback attempts that failed because of a dialling error, such as an invalid telephone number. |
| Cancelled | Number of callback requests cancelled automatically by the system. |
| From Previous Days | Callback requests carried over from previous days that were still waiting to be completed. |
| Average Waiting | Average time between the callback request being created and the callback attempt being made. |
Report footer
The report footer displays the date and time the report was generated.
Use case example
A contact centre offers customers the option to request a callback during busy periods instead of waiting in the queue.
The Operations Manager reviews the Callback Services Analysis report each morning to monitor how the callback service performed the previous day.
The report shows:
- A high number of callback requests during the afternoon.
- Most callbacks were completed successfully on the first attempt.
- A significant number of callbacks were marked as No Answer between 5:00 pm and 6:00 pm.
- The average waiting time for callbacks increased during the busiest period.
Using this information, the manager identifies that callback demand regularly exceeds available outbound capacity during late afternoons. They adjust staffing levels for the outbound team during peak periods and review the configured callback retry settings to improve the success rate.
Over the following weeks, the report confirms that average waiting times have reduced and a higher percentage of callbacks are being completed on the first attempt, helping improve the customer experience.
