Avaya Callback Assist
Reporting guide
Release 4.3.3.0
April 2016
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Table of Contents
Table of Contents
OVERVIEW ............................................................................................................................................... 6
Reporting through the Web Administration Application ........................................................................................ 6
REPORTS .................................................................................................................................................. 8
Features................................................................................................................................................................. 8
GETTING STARTED ............................................................................................................................. 10
Logging in ............................................................................................................................................................ 10
To log in to CBA Web Administration Application: .................................................................................................10
Interface .............................................................................................................................................................. 12
Logging Out ......................................................................................................................................................... 12
WORKING WITH REPORTS............................................................................................................... 13
Daily Summary Report ......................................................................................................................................... 14
Daily Report Drill Down ...........................................................................................................................................16
Hourly Summary Report ...................................................................................................................................... 17
Call Disposition Report ........................................................................................................................................ 20
Pending Callback Requests Report ....................................................................................................................... 25
Canceled Callback Requests Report ..................................................................................................................... 29
Filtering Callback Configurations ......................................................................................................................... 32
Exporting report data .......................................................................................................................................... 33
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Table of Figures
Table of Figures
Figure 1 - Callback Assist Administration Login Page.................................................................................. 10
Figure 2 – CBA interface.............................................................................................................................. 12
Figure 3 - Reporting module ....................................................................................................................... 13
Figure 4 - Daily Summary Report options form .......................................................................................... 14
Figure 5 - Daily Summary Report ................................................................................................................ 15
Figure 6 - Hourly Summary Report options form ....................................................................................... 17
Figure 7 - Hourly Summary Report ............................................................................................................. 18
Figure 8 - Call Disposition Report options form .......................................................................................... 20
Figure 9 - Call Disposition Report................................................................................................................ 22
Figure 10 - Call Disposition Report (cont'd) ................................................................................................ 23
Figure 11 – Pending Callback Requests Reports options form ................................................................... 25
Figure 12 – Pending Callback Requests Report........................................................................................... 26
Figure 13 – Pending Callback Failed Cancellation Report ........................................................................... 27
Figure 14 – Canceled Callback Requests Report options form ................................................................... 29
Figure 15 – Canceled Callback Requests Report ......................................................................................... 30
Figure 16 - Filter Callback Configurations ................................................................................................... 32
Figure 17 - CSV output of Daily Summary Report ....................................................................................... 34
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Overview
Overview
The Callback Assist application provides callers enhanced control over their interaction with the
contact centers and enables them to make an informed decision. This decision is based on the
Estimated Wait Time (EWT) about whether to hold for an agent or leave a message requesting for a
callback. Callers interact with a set of recorded voice prompts that move them efficiently and
intuitively through the process.
Using Callback Assist, callers can opt for an immediate callback or a scheduled callback.
Avaya Callback Assist (CBA) Web Administration application enables centralized control for CBA’s
operation from a single point. The Reporting application is integrated with CBA Web Administration
application, providing users a single interface, thus simplifying its usage. All reports are available
through a Web-based interface and you can export the data to a to a CSV file.
The Reporting application offers metrics and performance supervising with three integrated reports
as follows:

Daily Summary Report: The Daily Summary Report enables a supervisor to view date-wise
consolidated reports with the information of immediate and scheduled callbacks as
requested and delivered to agents. This report also enables a supervisor to analyze the
effectiveness of CBA and its adoption by callers.

Hourly Summary Report: Similar to the Daily Summary Report, an Hourly Summary Report
enables a supervisor to analyze hour by hour CBA workload for a single date for a specific
period.

Call Disposition Report: The Call Disposition Report enables a supervisor to get the detailed
status of all the calls made by CBA to analyze the effectiveness of callbacks done to callers.
The Reporting application also provides the abilities to:

Generate reports on pending callback request: Displays a report on outstanding callback
requests.

Cancel pending callback request: Enables canceling all or selected pending callback requests
using the Pending Callback Requests Report.

Generate canceled callback report: Displays a report on the canceled callback requests.
Reporting through the Web Administration Application
You can perform the following activities using the CBA Web Administration application:

Administer all the configuration settings for the Voice Portal and Callback Engine from a single
point.
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Overview

Create and manage multiple calling rules to apply to the callback requests.

Create user roles and grant permissions to control access to both administration and sensitive
reporting data.

Administer, enable, and disable rules to allow announcement of estimated wait time (EWT) and
threshold values to control callback options offered to customers. These rules are configured
for multiple callback requests for incoming calls.
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Reports
Reports
The CBA application gives callers more control over their interaction with the contact center and
allows them to make an informed decision. This decision is based on the EWT about whether to
hold for an agent or leave a message requesting a callback. Callers interact with a set of recorded
voice prompts that move them efficiently and intuitively through the process. Using the CBA
application, callers can opt for immediate callback request or when an agent becomes free.
Sometimes, the callback is also scheduled based on voiced options given by the system. In order to
allow metrics and performance supervising of the solution, there is a Reporting application with
five integrated reports.
Features
The features of the CBA Reporting application are as follows:

Web-based reports: All reports are available through Web-based interface and the data can be
exported to a CSV file. CBA offers call disposition report, hourly summary report, and date-wise
summary Report.

Daily Summary Report: Enables a supervisor to view date-wise consolidated report with the
information of immediate and scheduled callbacks as requested and delivered to agents. It
allows a supervisor to analyze the effectiveness of CBA and its adoption by customers.

Hourly Summary Report: Similar to the daily summary report, an hourly summary report allows
a supervisor to analyze hour by hour CBA workload for a single date for the specific period.
Based on the report, a supervisor can do the best resource distribution and time slot offering to
optimize service to the callers.

Call Disposition Report: Enables a supervisor to view the detailed status of all calls made
through CBA to analyze the effectiveness of customer callbacks.

Pending Callback Requests Report: You can configure the Reporting application to generate a
report containing the latest data on outstanding callback requests on a daily basis. You can sort
the report to display the scheduled callbacks and immediate callbacks in groups. You must have
an administrator role or a Pending Callbacks Report role to access and generate this report.
You can generate the Pending Callback Requests Report (immediate callback or scheduled
callback) based on the following filtering criteria:
o
Show Disabled Configurations
o
Callback Configuration
o
DNIS
o
Callback Requests to Include in the Result: Voice, Web, Voice and Web
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Reports
o
Calling Number (ANI)
o
Called Number
Note: For information on assigning roles to generate different reports and related
information, see the Role Management section in the Avaya Callback Assist
Administration Guide.

Canceled Callback Requests Report: The Canceled Callback Requests Report displays all the
callbacks that are canceled between dates by the caller or the agent, through the Pending
callback request report, Web service, or through a phone. You must have an administrator role
or a Pending Callbacks Cancellation role to access and generate this report.
Note: For information on assigning roles to generate different reports and related
information, see the Role Management section in the Avaya Callback Assist
Administration Guide.

Manage report data: You can store up to six months of historical data to generate reports of
your CBA installation. However, the site administrator can choose to purge data before this
schedule to preserve resources for security and archive reasons. CBA gives the flexibility to
administrators to customize a policy that best fits their requirements.

Export report data: All CBA reports have a data export feature that you can use to send data
to other applications. Some applications that can use this feature are workforce
management systems, wallboards, business data analysis, and agent adherence
applications. The data format is the standard Comma-Separated Value (CSV), compatible to
most applications available in market.

Accessible Reports: Enables the contact centers to access the reports for distribution to the
users who want to view it. The web-reporting feature of CBA also enables users to access
the previously inaccessible reports. With the required permissions, users can access reports
from the specified URL. Web-reporting has the following advantages:
o
Reports are accessible regardless of the geographical location.
o
Need of purchase and maintenance of a client application on each desktop machine
in contact centers is eliminated, thus ruling out the IT support for remote users.
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Getting Started
Getting Started
This section contains familiarizes you with the procedure of logging in and logging out and user
interface.
Logging in
CBA uses the Web interface application to administer its entire configuration.
It is advised to configure any installed pop-up blocker to allow pop-ups
windows from the application host sites. When adding an allowed site to
the list, use the IP address of the root host machine.
To log in to CBA Web Administration Application:
1. Open your Web browser and enter the following URL:
http://[host_machine]:[port#]/admin/
The variable host_machine is the FQDN or IP address of the Avaya Callback Assist Web Admin
server and the optional parameter port# is the TCP port used for the connection (If no port number
is typed, the default port – 80 – for HTTP protocol is used by the browser)
2. Enter your user name and password in User and Password textboxes respectively. If you are logging
in for the first time, enter the default user name and password: admin and 123456.
Figure 1 - Callback Assist Administration Login Page
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Getting Started
3. Click Login.
The application allows you access only when your user name and password are valid. In case of
incorrect credentials, an alert dialog box pops up displaying the error message.
NOTE: If you have logged in with the default user name and password, the User Edit Screen displays
to change the default password to a new password. The new password must be at least six
characters long with the combinations of alphabets, numbers, and special characters.
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Getting Started
Interface
The CBA interface consists of left pane, top pane, and display area. The left pane has General and
Report modules, which further have sub-modules. By default, the sub-modules of General module
are displayed. The Report module consists of different reports as sub-modules.
Figure 2 – CBA interface
The top pane displays the User profile and the Logout button. User profile can be Administrator,
Supervisor, and so on. The Logout button enables you to exit the application after closing the
connected session.
Logging Out
Once you complete your login session, you must log out. Logging out prevents the unauthorized
access to the application. To log out, click the Logout button on the top pane of the application. In
case of inactivity in your application for 30 minutes, the session gets expired and you have to relogin to the application.
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Working with Reports
Working with Reports
The Reports module is located on the left pane of the CBA Web interface.
Click Reports to display its sub-modules.
Figure 3 - Reporting module
Select any of the reports under the Reports section to display it in the display area. The reports
available under the Reports section are Daily Summary Report, Hourly Summary Report, Call
Disposition Report, Pending Callback Requests Report, and Canceled Callback Requests Report.
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Working with Reports
Daily Summary Report
A supervisor can view date-wise consolidated report through the Daily Summary report with the
information of immediate and scheduled callbacks. These callbacks can be requested ones or those
delivered to agents. It also allows a supervisor to analyze the effectiveness of CBA and its adoption
by customers.
1. Go to Reports > Daily Summary.
The system displays the Daily Summary page as follows:
Figure 4 - Daily Summary Report options form
2. Specify the following based on your requirements:

Start Date: Implies the initial date to generate the report.

End Date: Implies the final date to complete in the report.

Callback Configuration: Displays a list of available callback configurations in a drop-down
menu. You can generate a report by selecting a specific callback configuration for Customer
First or Agent First from the list.

Filter: Refer Filtering Callback Configurations

(Optional) DNIS: Implies the initial VDN (Initial Vector Directory Number) number, Service
number, or other route for receiving calls.

Callback Requests to Include in the Result: Implies the required callback option from the
available options: Voice, Web, Voice and Web.
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Working with Reports

Maximum number of Results Per Page: Enables you to enter the number of lines you want
to view per page at a time. If the number of default lines that display per page exceeds this
number, the results are paged. You can view them using Previous and Next buttons that
automatically display when the number of lines exceed one page.
3. Click Submit.
The system displays the daily summary report based on your filtering criteria as follows:
Figure 5 - Daily Summary Report
The Daily Summary Report includes the following columns:

Timezone: Displays the time zone based on the time zone configured in the Global Settings
Management page in the Callback Assist Web Administration.

Date: Displays the day being summarized. If you click on a cell in this column, you can drill
down to the Hourly Summary Report.

Callback: Displays the name of callback configuration.

Immediate: Displays the number of immediate callback performed.

Scheduled: Displays the number of scheduled callback requests performed.

Offered Calls: Displays the number of calls that are offered a callback.

Accepted: Displays the number of calls that accepted a callback.
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Working with Reports

Delivered: Displays the number of callback requests that are delivered to customers.

Canceled by Agent: Displays the number of callbacks that have been canceled by agents during
launch phase.

Max Retries: Displays the number of callbacks that have reached the maximum number of
retries and are not delivered successfully to customers.

Invalid Destination: Displays the number of callbacks that failed due to an error of invalid
destination number.

Canceled by Customer: Displays the number of callback requests canceled by customers.

Outstanding: Displays the number of callbacks that are not placed at the scheduled time.

Canceled From GUI: Displays the number of callback requests canceled through the Web
administration, from the Pending Request report.
Daily Report Drill Down
If a single line of the Daily report is selected and clicked, it opens the Hourly Summary Report for
the selected day.
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Working with Reports
Hourly Summary Report
1. Go to Reports > Hourly Summary.
The system displays the Hourly Summary page as follows.
Figure 6 - Hourly Summary Report options form
2. Specify the following based on your requirements:

Date: Implies the date chosen for the report.

Callback Configuration: Displays a list of available callback configurations in a drop-down
menu. You can generate a report by selecting a specific callback configuration for Customer
First or Agent First from the list.

Filter: Refer Filtering Callback Configurations

(Optional) DNIS: Implies the initial VDN (Initial Vector Directory Number) number, Service
number, or other route for receiving calls. A vector directory number (VDN) is an extension that
directs an incoming call to a specific vector. This number is a "soft" extension number
unassigned to an equipment location. If DNIS is added, only the voice call attempts are included
in the report result regardless of the DNIS to be associated to a composite callback
configuration.

Callback Requests to Include in the Result: Implies the required callback option from the
available options: Voice, Web, Voice and Web.
o
Voice: Enables you to configure voice as an option to generate reports. This option
displays the report of the voice calls only.
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Working with Reports

o
Web: Enables you to configure Web as an option to generate reports.
When you select this option, the system disables the DNIS and Called Number fields.
o
Voice and Web: Enables you to configure both voice and Web to generate a report.
Options in the Callback Requests to include in the Result field get activated only if the
Composite option is selected.
Maximum number of Results Per Page: Enables you to enter the number of lines you want to
view per page at a time. If the number of default lines that display per page exceeds this
number, the results are paged. You can view them using Previous and Next buttons that
automatically display when the number of lines exceed one page.
3. Click Submit.
The system displays the pending hourly summary report based on your filtering criteria as
follows:
Figure 7 - Hourly Summary Report
The Hourly Summary Report includes the following columns:

Timezone: Displays the time zone based on the time zone configured in the Global Settings
Management page in the Callback Assist Web Administration.

Timestamp: Displays each cell in the report to show data on an hourly basis during the
specified timeframe.
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Working with Reports

Callback: Displays the name of the callback configuration.

Immediate: Displays the number of immediate callback requests performed.

Scheduled: Displays the number of scheduled callbacks performed.

Offered Calls: Displays the number of calls that are offered a callback.

Accepted: Displays the number of calls that accepted a callback.

Delivered: Displays the number of callbacks that are launched and delivered to customer.

Canceled by Agents: Displays the number of callbacks that have been canceled by agents
during launch phase.

Max. Retries: Displays the number of callbacks that have reached the maximum number of
retries and are not delivered successfully to customers.

Invalid Destination: Displays the number of callbacks that failed due to an error of invalid
destination number.

Canceled by Customer: Displays the number of callback requests canceled by customers.

Outstanding: Displays the number of callbacks that are not placed during their scheduled time.

Canceled From GUI: Displays the number of callback requests canceled through the Web
administration, from the Pending Request report.
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Call Disposition Report
By this report, the supervisor gets the detailed status of all the calls made by CBA to analyze the
effectiveness of callbacks done to customers. You can access the Call Disposition Report by
selecting “Call Disposition” option from the left pane of the application.
1. Go to Reports > Call Disposition.
The system displays the Call Disposition page as follows.
Figure 8 - Call Disposition Report options form
2. Specify the following based on your requirements:

Date: Implies the date on which the report is to be generated. By default, it displays the current
date.

Callback Configuration: Displays a list of available callback configurations in a drop-down
menu. You can generate a report by selecting a specific callback configuration for Customer
First or Agent First from the list.

Filter: Refer Filtering Callback Configurations

(Optional) DNIS: Implies the initial VDN (Initial Vector Directory Number) number, Service
number, or other route for receiving calls. A vector directory number (VDN) is an extension that
directs an incoming call to a specific vector. This number is a "soft" extension number
unassigned to an equipment location. If DNIS is added, only the voice call attempts are included
in the report result regardless of the DNIS to be associated to a composite callback
configuration.
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
Callback Requests to Include in the Result: Implies the required callback option from the
available options: Voice, Web, Voice and Web. This option is visible only if the WS API feature
is licensed.
o
Voice: Enables you to configure voice as an option to generate reports. This option
displays the report of the voice calls only.
o
Web: Enables you to configure Web as an option to generate reports.
When you select this option, the system disables the DNIS and Called Number fields.
o
Voice and Web: Enables you to configure both voice and Web to generate a report.
Options in the Callback Requests to include in the Result field get activated only if the
Composite option is selected.

(Optional) Calling number (ANI): Enables you to add the customer phone number used when
calling the VDN (leave blank to consider all data). This option gets disabled when the Web
option is selected in the Callback Requests to include in the Result field.

(Optional) Called number: Customer given phone number to receive callback (leave blank to
consider all data).

Maximum number of Results Per Page: Enables you to enter the number of lines you want to
view per page at a time. If the number of default lines that display per page exceeds this
number, the results are paged. You can view them using Previous and Next buttons that
automatically display when the number of lines exceed one page.

Outcome: Enables you to enter the call outcome status. Generally, the Outcome field includes
the following options:
o
All
o
Completed
o
Busy
o
No Answer
o
Invalid Destination
o
General Error
o
Dropped by Agent
o
Unknown Error
o
Answer Machine
o
Fax Message
o
Dropped by Customer
o
Customer Call Dropped
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o
Unavailable AAEP Ports
o
Rescheduled
After entering the desired parameters, click Submit to display the required report. The report
displays as shown below:
Figure 9 - Call Disposition Report
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Figure 10 - Call Disposition Report (cont'd)
The Call Disposition Report includes the following columns:

Timezone: Displays the time zone based on the time zone configured in the Global Settings
Management page in the Callback Assist Web Administration.

Timestamp: Displays the timeframe for the callback.

Callback ID: Displays the key from the database to identify individual callbacks.

Original Accept Time: Displays the date and time in the server when the system offered the
callback request.

Caller Time: Displays the caller time when the customer accepted the callback.

DNIS: VDN that the original call was delivered to (incoming VDN).

Scheduled Time Slot: Displays the time slot when the callback was scheduled (blank if the
requested callback is immediate).

Launch Time: Displays the actual time when the callback is launched.

Registered site: Displays the site where the callback request was registered. The system
displays this column only shown in a SIP platform.

Delivered site: Displays the site that placed the outbound call. The system displays this column
only in a SIP platform.

Call Number: Displays the number of times the callback is attempted.

Calling Number: Displays the ANI from the original call.
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
Called Number: Displays the number that is used for the callback. The called number can be
different if the requester has input a different number from ANI.

Type: Displays the callback type as Scheduled or Immediate.

Outcome: Indicates the success or type of failure of the callback.
Note: The Report result is same regardless of the selected callback configuration (Voice,
Web, or Composite).
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Pending Callback Requests Report
1. Go to Reports > Pending Callbacks.
The system displays the Pending Callbacks page as follows.
Figure 11 – Pending Callback Requests Reports options form
2. Specify the following based on your requirements:

Callback Configuration: Displays a list of all the callback configurations in the drop-down
menu. You can select All to generate a report on all the callback configurations, or select
specific callback configuration for Customer First or Agent First from the list.

Filter: Refer Filtering Callback Configurations

(Optional) DNIS: Implies the initial VDN (Initial Vector Directory Number) number, Service
number, or other route for receiving calls. A vector directory number (VDN) is an
extension that directs an incoming call to a specific vector. This number is a "soft"
extension number unassigned to an equipment location. If DNIS is added, only the voice
call attempts are included in the report result regardless of the DNIS to be associated to a
composite callback configuration.

Callback Requests to Include in the Result: Implies the required callback option from the
available options: Voice, Web, Voice and Web. This option is visible only if the WS API
feature is licensed.
o
Voice: Enables you to configure voice as an option to generate reports. This
option displays the report of the voice calls only.
o
Web: Enables you to configure Web as an option to generate reports.
When you select this option, the system disables the DNIS and Called Number
fields.
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o
Voice and Web: Enables you to configure both voice and Web to generate a
report. Options in the Callback Requests to include in the Result field get
activated only if the Composite option is selected.

(Optional) Calling number (ANI): Enables you to add the customer phone number used
when calling the VDN (leave blank to consider all data). This option gets disabled when
the Web option is selected in the Callback Requests to include in the Result field.

(Optional) Called number: Customer given phone number to receive callback (leave blank
to consider all data).

Maximum number of Results Per Page: Specify the number of lines that you want to view
per page at a time in the report.
If the number of default lines that display per page exceeds this number, the system
displays the results with page numbers. You can view different pages by using the Previous
and Next buttons in the reports.
3. Click Submit.
The system displays the pending callback request report based on your filtering criteria as
follows:
Figure 12 – Pending Callback Requests Report
4. (Optional) Perform the following tasks to cancel pending callback requests:
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a. On the Report Result - Pending Requests page, click Select All to select all the
pending requests in the page, or select individual pending callback request entries
in the page.
b. Click Cancel Selected to terminate the pending callback request entries you
selected.
c. Click OK on the confirmation dialog box to cancel the callback requests you have
selected.
The system marks all the selected records as canceled, and does not contact the
caller any further.
If the system is not able to cancel any of the selected callback requests, then the
system displays a page with the following information about these callback
requests:
- Callback ID
- Calling Number
- Reason for failure
Figure 13 – Pending Callback Failed Cancellation Report
The Pending Callback Requests Report includes the following columns:

Timezone: Displays the time zone based on the time zone configured in the Global Settings
Management page in the Callback Assist Web Administration.

Timestamp: Displays the time stamp of the most recent action on the CBA record.

Config Name: Displays the configuration name used for filtering the report.
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
Request Channel Type: Displays the callback request option used for filtering the report.

Callback ID: Displays the key from the database to identify individual callbacks.

Callback GUID: Global unique ID for the Callback request.

Callback Type: Displays the type of the call back.

Status: Displays the current status of the callback request.

Original Accept Time: Displays the server time when a caller accepts a callback offer.

Scheduled Time Slot: (Applicable only for scheduled callbacks) Displays the time slot when the
callback is scheduled.

Attempts: Displays the number of attempts CBA has made to reach the caller.

Calling Number: Displays the ANI from the original call.

Called Number: Displays the number that is used for the callback. The called number can be
different if the caller provides a different number than the ANI.
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Canceled Callback Requests Report
1. Go to Reports > Canceled Callbacks.
The system displays the Canceled Callbacks page as follows.
Figure 14 – Canceled Callback Requests Report options form
2. Specify the following based on your requirements:

Start Date: Implies the initial date to generate the report.

End Date: Implies the final date to complete in the report.

Callback Configuration: Displays a list of all the callback configurations in the drop-down
menu. You can select All to generate a report on all the callback configurations, or select
specific callback configuration for Customer First or Agent First from the list.

Filter: Refer Filtering Callback Configurations

(Optional) DNIS: Implies the initial VDN (Initial Vector Directory Number) number, Service
number, or other route for receiving calls. A vector directory number (VDN) is an extension
that directs an incoming call to a specific vector. This number is a "soft" extension number
unassigned to an equipment location. If DNIS is added, only the voice call attempts are
included in the report result regardless of the DNIS to be associated to a composite callback
configuration.

Callback Requests to Include in the Result: Implies the required callback option from the
available options: Voice, Web, Voice and Web. This option is visible only if the WS API feature
is licensed.
o
Voice: Enables you to configure voice as an option to generate reports. This option
displays the report of the voice calls only.
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o
Web: Enables you to configure Web as an option to generate reports.
When you select this option, the system disables the DNIS and Called Number fields.
o
Voice and Web: Enables you to configure both voice and Web to generate a report.
Options in the Callback Requests to include in the Result field get activated only if the
Composite option is selected.

(Optional) Calling number (ANI): Enables you to add the customer phone number used when
calling the VDN (leave blank to consider all data). This option gets disabled when the Web
option is selected in the Callback Requests to include in the Result field.

(Optional) Called number: Customer given phone number to receive callback (leave blank to
consider all data).

Maximum number of Results Per Page: Specify the number of lines that you want to view per
page at a time in the report.
If the number of default lines that display per page exceeds this number, the system displays
the results with page numbers. You can view different pages by using the Previous and Next
buttons in the reports.
3. Click Submit.
The system displays the canceled callback request report based on your filtering criteria as
follows:
Figure 15 – Canceled Callback Requests Report
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The Canceled Callback Requests Report includes the following columns:

Timezone: Displays the time zone based on the time zone configured in the Global Settings
Management page in the Callback Assist Web Administration.

Original Accept Time: Displays the server date and time when the system created the callback
request.

Config Name: Displays the configuration name of the callback request.

Request Channel Type: Displays the application interface through which the request was placed
(voice interface or Web service interface).

Callback ID: Displays the key from the database to identify individual callback requests.

Callback GUID: Global unique identification number for the callback request.

Callback Type: Displays the type of the callback request (immediate or scheduled).

Status: Displays the current status of the callback request.

Calling Number: Displays the ANI from the original call.

Called Number: Displays the number that is used for the callback request.
The called number can be different if the caller provides a different number than the ANI.

Canceled On: Displays the date and time on which the callback request is canceled.
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Filtering Callback Configurations
The filter button allows the user to narrow down the values displayed in the callback configurations
drop down. On click it opens the Filter callback Configurations pop up window. When the filter is
applied the button color changes from light to dark blue. When filter is not applied the button color
changes to normal button color.
Figure 16 - Filter Callback Configurations
The Callback Configurations are filtered based on the following parameters. All the values are
optional and the text fields accept partial entries also.

Show Disabled Configurations: When selected, the Callback Configurations which are in
disabled status are also included for filtering.

Show Stopped Configurations: When selected, the Callback Configurations which are in
stopped status are also included for filtering.

Name: The name of the Callback Configuration.

DNIS: Initial VDN (Initial Vector Directory Number), Service Number, or other route for
receiving calls.

Agent Queue: The destination to queue customer calls.

o
CTI environment: enter a CM VDN number.
o
SIP environment: The BSR call Center Application name.
Type: The type of callback Configuration. Voice/Web/Composite(Both Voice & Web)
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Exporting report data
You can export the data to a CSV-format file by selecting the option Export to CSV in any of the
reports screen. The File Download dialog box displays prompting you to save the file on the desired
location. Once saved, the file can be edited in a program, such as Microsoft Excel.
The following example shows how to export the daily summary report to csv file.
In order to better understand the dates and times of the exported reports, since CBA v4.1, values
for date and time stamp fields will be displayed taking into account the configured Time Zone in the
Global Settings. Moreover, each of those fields will contain a reference of that configured Time
Zone. For example, a CSV time stamp field would look like 06/01/2012 09:00 PM -03:00, where the
value -03:00 indicates that there is an offset from UTC time zone of minus 3 hours and zero
minutes for the given date and time.
Exporting daily summary report to a CSV file:
On the Report Result –Daily Summary screen, perform the following tasks based on your
requirements:
1. (Optional) If you want to cancel any of the records individually, clear the checkbox under
Cancel for against the respective report.
2. (Optional) Click Clear All to clear your selection for all the records.
3. (Optional) Click Cancel Selected to cancel the records you have selected.
4. Click Export to CSV.
The system displays the File Download dialog box prompting you to save the file on the
required.
5. Specify the location to save the CSV file and click Save.
The system exports the reports results to a CSV file and saves in the location you have
specified. After saving the file, you can open the file using tools like Microsoft Excel to edit
the data.
The following image shows an example of the CSV output of a Daily Summary Report:
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Figure 17 - CSV output of Daily Summary Report
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