Callback is a telephony feature that allows a caller that is placed in a queue to leave the queue and still keep its place. The caller enters a number to be reached on (or it is automatically collected), leaves the queue and the let the phone system call back.
In the ACD/Attendant groups report the callbacks requested is the number of customers that have ordered to be ”called back” during the measured period. The Callback resolved is the number that has been ”called back” and resolved during the measured period. Observe that the number of Callbacks resolved may have been callbacks requested in a different period than the measured period.
In the “ ACD/Attendant groups” the Answered + Callbacks resolved = Total answered in the “Agents per ACD/Attendant groups” report.
When a user handles a callback (connect to the callback number) it is described as an incoming answered call, and the callback id is presented in the “Additional information” column in the call specification.
