VHT Callback® Cloud – Call Reports

The VHT Callback® cloud Reports page allows you to export callback details into a CSV file that can be downloaded for viewing or importing into any reporting or analytic application.

View the Reports

Once the call detail report has been exported/created, the reports are available for download. Begin by going to https://callback.vhtcx.com.

Step 1: On the sidebar menu, select Reports.
Step 2: Locate the report you would like to download.
Step 3: Click Download in that report's row to receive the file in CSV format. The exported data will reflect the Call Detail view with any applied filters and options.

Practice it: Learn how to create audit reports in the VHT Callback cloud instance.

Delete an Existing Report

Existing reports can be deleted from the system. Begin by going to https://callback.vhtcx.com.

Step 1: On the sidebar menu, select Reports.
Step 2: Locate the report you would like to delete.
Step 3: Click Delete in that report's row.
Step 4: When prompted, click Delete Report to confirm deletion.

Report Elements in the CSV File

The Call Detail Report that was exported from the Call Detail page contains more detailed information than the summary on the screen. The exported CSV file contains the following elements.

  • Call Target The call target associated with the callback.
  • Caller – This refers to the caller's identifier, which is typically their phone number which will be used for the return call (otherwise known as the automatic number identifier or ANI).Callback Launch Time – The time that the first leg of the callback is scheduled to begin. The actual time may come later than this scheduled time if the queue conditions prevent a call from launching.
  • Created At – The time that the callback was saved in the system database.
  • ECBT – The estimated callback time of the callback. This is the anticipated duration of time between the time that the request for callback was made and the time that the customer will be called.
  • Talk Time – The amount of time that the callback system observes that both the agent and the customer are connected in an active telephone call.
  • Source – This is where the callback request originated from. If it originated by transfer to a DID, this DID would appear here. If it originated by way of the API, the API key name would appear here.
  • Final Status – This is the final status the callback reached.
  • Retry Attempt – This integer tracks the number of retries for a particular callback request. If it is the first attempt, the retry attempt value will equal 0. If it is the second attempt, the value will equal 1, and so on.
  • Callback Pattern – Which callback strategy or pattern ( Customer First or Agent First ) was used for the call.
  • Processed At – This timestamp reflects the actual time that a call was “processed". This means that the first leg of a call was actually started. When a call is waitlisted, for example, it is not yet processed until the queue conditions permit it to be processed.
  • Customer Hold Time – This duration reflects how many seconds the customer may have waited for an agent to connect. This is a positive value when using the Customer First strategy or Agent First with Adaptive callback, because there is a chance that the customer may wait for some time while the agent is obtained.
  • Registration Duration – This duration reflects the amount of time the customer spent in the registration process. This would start when the customer is first transferred to the callback system, and end when the registration is complete (the caller hangs up after requesting callback).
  • Response Time – This duration reflects the actual time that elapsed between a callback request and the time that the customer was called back.
  • Estimate Percent Accuracy – This percentage reflects the accuracy of the ECBT. The closer to 100%, the closer the ECBT was to the actual response time. The percentage is the inverse of the difference between ECBT and Response Time , divided by ECBT. (1 – Absolute Value(ECBT-Response Time)/ECBT) %.
  • Has Retry? – True if this callback has another attempt associated with it.
  • Estimate Deviation – The difference in seconds between the ECBT and the Response Time.
  • Waitlist Delay – This duration reflects how long the call spent in the waitlisted status.
  • Agent Delay – This duration reflects how long it took to reach an agent. The start of the duration is the time at which the call is placed to the center. The end of the duration is the time at which the call recognizes the agent pressing 1.
  • Customer Delay – This duration reflects how long it took to reach a customer. The start of the duration is the time at which the call is placed to the customer. The end of the duration is the time at which the customer has pressed 1 to accept the call.
  • Agent Wait Duration – This duration reflects the duration of time that the agent had to wait after pressing 1 before being connected to the customer. This value will be higher for Agent First callback strategy.

Practice it: Learn how to download reports in the VHT Callback cloud instance.

Practice it: Learn how to delete reports in the VHT Callback cloud instance.

New to the VHT Callback Cloud product? Get started here.

Continue reading

Read about the VHT Callback cloud Call Detail page that displays information on in-progress callbacks, callbacks that are in-queue waiting to be launched, and callbacks already in the process of being returned.