When any Inbound Calls are missed/ left unattended or the customer wants a callback during the first connection, those calls are Scheduled for a 2nd Callback. This section reports on all the scheduled calls.
Values Plotted:

• Total Scheduled Callback: Number of Scheduled callback tasks assigned for the agents.

• Scheduled Callbacks Completed: Number of Scheduled callback tasks completed by the agents.

• Yet to be called: Number of Scheduled callback tasks yet to be attempted by the agents.

• Agent Missed: Number of Scheduled callback tasks missed or skipped by the agent during the scheduled time.

• Calls Canceled: Number of Scheduled callback tasks canceled by the agent prior to the scheduled time.

This segment provides a case level entry for all the Scheduled calls.

• Call Back Case: Details of the case which is scheduled for a callback.

• Created Time: Timestamp when the case is scheduled for a callback.

• Call Back Triggered By: Record of the user who has scheduled the callback.

• Assignee Type: States user type of the person who has assigned the task. (If it is a user/ manager).

• First Conversation Time: Timestamp when the first conversation is made. 

• Call Back Number: Customer number to which the callback is to be made.

• Called At: Timestamp when the task is executed. 

• Call Back SLA: Time difference between the 1st conversation & the scheduled call.

• Assigned To: Agent to whom the task is assigned to. 

• Work Queue: States the work queue of the case. 

• Voice Status: Refers to the status of the task (If the task is scheduled / completed / missed).

• Task Count: Number of tasks assigned for a particular case.