Queue Callback Activity Report

Queue Callback Activity report provides granular insights into queue callback statistics. This topic describes how to access the report and explains the key metrics in detail.

Requirements

The PBX is subscribed to Enterprise Plan or Ultimate Plan.

Access Queue Callback Activity report

  1. Log in to PBX web portal, go to Reports and Recordings > Call Reports.
  2. Click Call Reports(New) tab.

    Note: To enhance system performance, Yeastar has upgraded the CDR module in version 37.21.0.117 with a new data structure for clearer display and more comprehensive call details. The system gradually deletes old CDRs and related call report data according to the CDR Auto Cleanup setting. Before old call report data are cleaned up, new and historical data are managed separately - the Call Reports(New) tab for new data and the Call Reports(Legacy) tab for historical data.

    This topic describes how to access new call report data generated after upgrading to version 37.21.0.117 or later. To access historical data, click Call Reports(Legacy) tab to proceed.

  3. Set filter criteria for the call report.

    1. In the Report Type drop-down list, select Queue Callback Activity.
    2. In the Time field, specify the time range that the report will cover.
    3. Filter data by queue or callback result.

      The report that matches the filter criteria is displayed on the page, as shown below.

      Note: You can download the report as needed.

Report details

Refer to the table below for a detailed description of the report metrics.

Metric Description
Time The time that the caller called to the queue.
Call From

The caller's caller ID.
Callback Time The time that the system performed the callback.
Callback Number The callback number that the caller registered.
Waiting Time

The time between the call started and the callback answered.
Callback Result Whether the callback is successful or not.
Failed Reason The reason that failed to make the callback.