The Web Callback feature enables authorized users to view the Web Callback Request Report. This report displays the details of the web callback requests. If your enterprise uses the Voice Callback feature, then this report also dispalys the details about the voice callbacks. For more information, see About Web Callback.
To access the report:
Procedure
| Step 1 | Click the Web Callback Report on the Portal landing page.
The Web Callback Request Report page appears.
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| Step 2 | In the Report Filter panel on the left side of the page, select the outdial entry points you want to include in the report. |
| Step 3 | From the Call Status drop-down list, select one of the call status values described in the following table or select All to include all call status values in the report.
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Call Status
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Description
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Scheduled
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The requested callback has been scheduled.
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Processed
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The requested callback was successfully connected to the requester.
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Failed
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An outbound call was made to the requester's phone number, but was not successfully connected to the requester. For example, this would be the case if the requester did not answer the call, or the call was answered by a recorded message or a busy signal. A failed callback is optionally rescheduled based on the maximum callback attempts allowed and the retry attempt interval provisioned for your enterprise
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Cancelled
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The requested callback was made, but was rejected by the requester.
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Tam Post Failed
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The Webex Contact Center Callback Manager was unable to post the callback request to the Webex Contact Center Interaction Router (internally referred to as TAM). For example, this would be the case if the Router was down.
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| Step 4 | Click inside the field displaying a date range and select a time period for the report from the drop-down list: Today, Yesterday, Last 7 Days, Last 30 Days, This Month, Last Month, or Custom Range.
When you select Custom Range, additional controls appear for you to specify a date range of up to 30 days. Use the calendar controls to select start and end dates or type dates into the two fields.
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| Step 5 | Click Apply.
The report displays requested callback details as described in the following table.
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Column
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Description
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Request Id
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An ID number assigned by the system to the callback request.
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Outdial Entry Point Name
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The name of the outdial entry point that was used to place the call to the requester.
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Number of Callback Attempts
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The number of times the system attempted to call the requester.
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Results of Last Callback Attempt
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For a description of each value that can appear in this column, see the above table (beneath step ) describing Call Status values on (beneath step).
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Callback Time
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The date and time the system placed the call to the requester.
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Number
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The phone number that the system used to call the requester.
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First Callback Attempted Time
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The time of the first callback to this requester.
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Last Callback Attempted Time
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The time of the last callback to this requester.
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Created Date
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The date the callback request was sent by the Callback Manager to the server.
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