The Voicemail & Callback Request Calls Report is an operational report that allows you to track voicemails left by customers or "call me back" (callback) requests created when they cannot reach representatives, and to analyze the results of these requests.
Purpose and Features
The primary purpose of this report is to convert abandoned calls into sales opportunities or customer satisfaction. It measures how quickly and with what success rate the operation team responds to requests recorded by the system when the customer cannot reach you.
Key Features:
Request Type Distinction: Clearly distinguishes whether the customer left a voicemail or requested a system callback.
Process Tracking: Shows the time elapsed between the creation of the request and the time the representative returned the call to the customer.
Result Analysis: Reports the success status of the callback made (reached, unreachable).
Repeat Call Check: If the customer calls back again before the representative returns the call, the system detects this ("Repeat Call") and prevents unnecessary workload.
Benefits
Using this report actively provides the following benefits to your business:
Customer Satisfaction: Returning calls to unreachable customers increases trust and loyalty to your brand.
Preventing Revenue Loss: Instead of missing potential sales calls, you can reclaim these opportunities with callback lists.
Performance Audit: You can audit which representative made how many callbacks and how many of these were successful.
Report Filters
The following filters are used to narrow down listed data and access specific records:
Number: Used to find past requests or voicemails belonging to a specific phone number.
Status: Allows you to filter the list by request type:
• Callback Request: Lists only callback requests.
• Voicemail: Lists only left voicemails.
Report Columns and Descriptions
Below are the descriptions of the columns found in the report:
Column Name | Description |
Caller Number | The phone number of the customer who created the request or left the message. |
Call Date | The date and time information when the customer called for the first time (i.e., when the voicemail was left or the callback request was created). |
Queue | Shows which queue the call was waiting in when this request was created. |
Status | Indicates the current status of the request: • Voice mail: Customer left a voicemail. • Called back: Representative performed a callback. • Repeat call: The same number (customer) called again. |
Callback Date | The date and time information when the customer representative called the customer back regarding the request. |
Callback User | Shows the Name-Surname information of the customer representative who performed the callback. |
Callback Disposition | Shows the result of the callback made by the representative: • Answer: The customer answered the phone, conversation established. • Busy: The customer's line was busy. • Cancel: The call was not answered or was cancelled. |
Usage
Select the Reporting > Call > Voicemail & Callback Request Calls report.
Then, click the "Create" option to define the report filters.
After applying your desired filters, click the "Create" button to start generating the report.
You can download the report to your device by clicking the "Download" icon in the "Action" column.
