Return Call Results Report
The Return Call Results report shows statistically what happened with all return calls between the start and end date, and breaks them down across return call types. Summary Call Detail is also produced according to the Report Type value you entered (Summary, Daily, or Interval). One page is generated for "All Queues", and an additional page is printed for each queue.
See Report Glossary for details about each field.
Return Call Results by Type
This section shows the number of calls (with its corresponding percentage) for all return calls, across all return call types.
A successful reconnect means the person who was called back acknowledged the return call by pressing a valid digit (1 for ready to be transferred to queue, 9 for cancel, etc...). The percentages shown are percentages of All Return Calls, i.e., each number is divided by the All Return Calls number in that row/type. The % Successful Reconnect and % Unsuccessful sum to 100%. The percentages in-between are a breakdown of Successful Reconnects, showing what the caller did after answering the phone, and sum to the % Successful Reconnect.
Unsuccessful Return Call Results by Type for Calls
This section shows the number of calls (with their corresponding percentages) for all unsuccessful return calls, across all return call types. The total number of unsuccessful calls is shown in the title for this section.
An unsuccessful return call means the caller never answered the phone when called back. Unsuccessful calls are listed according to the reason they were unsuccessful.
Call Detail
One of the following call detail summary pages is generated after the initial report according to the Report Type value you enter: You can chose Summary, Daily, or Interval.
The Summary section shows a summary page with no call detail.
The Daily section shows the summarized statistics for each day.
The Interval section shows the summarized statistics for half hour intervals.
Unsuccessful return calls can also be viewed by area code. See Unsuccessful Return Calls by Area Code for more information.
