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Real Time reporting to include Callbacks in Queue

In our current environment we allow for customers to receive a call back rather than wait in queue for the next available associate. However when we are viewing current queues and calls in queue we are not able to see the calls that are in "queue" waiting for a callback.
We are asking for a holistic view of all calls and what "type" of call they are and where they are in our queue.
Currently if we are reviewing calls in queue, if we do not have a view of the xx number of calls that are pending callbacks it is not a true value of the current queue. For example 30 customers opt for callback feature, while 10 did not. Our current queue shows as 10 however there are actually 40 calls in queue waiting to connect to an associate.

  • Krista Sepulveda
  • Jan 17 2022
Contact Center
  • Bill Leinauer commented
    July 13, 2022 13:27

    I was able to get that info in a report pretty quicky.


    Verified that calls awaiting callback that are in queue are counted by utilizing another Real Time report.


    If you have any custom realtime reports you can just add the "Value of Type of CallBack" to identity what calls are callbacks.


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