The Voicemail & Callback Request Calls Report is an operational report that lets you track the voicemails customers leave, or the "call me back" (callback) requests they create, when they cannot reach an agent, and analyze the results of these requests.
Menu path: Reporting > Call > Voicemail & Callback Request Calls
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 operations team responds to the 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 callback from the system.
Process tracking: Shows the time elapsed between the creation of the request and the moment the agent called the customer back.
Result analysis: Reports the success status of the callback (reached, unreachable).
Repeat call check: If the customer calls again before the agent calls back, the system detects this ("Repeat Call") and prevents unnecessary workload.
Benefits
Using this report actively provides the following benefits to your business:
Customer satisfaction: Calling back customers who could not reach you increases trust in and loyalty to your brand.
Preventing revenue loss: Instead of missing potential sales calls, you can recover these opportunities with callback lists.
Performance audit: You can audit how many callbacks each agent made and how many of them were successful.
Report filters
Use the following filters to narrow down the listed data and access specific records:
Number: Used to find past requests or voicemails belonging to a specific phone number.
Status: Lets you filter the list by request type:
Callback Request: Lists only callback requests.
Voicemail: Lists only the voicemails that were left.
Report columns
The columns in the report are described below:
Column | Description |
Caller Number | The phone number of the customer who created the request or left the message. |
Call Date | The date and time when the customer first called, i.e., when the voicemail was left or the callback request was created. |
Queue | Shows which queue the call was waiting in when the request was created. |
Status | Indicates the current status of the request: |
Callback Date | The date and time when the agent called the customer back regarding the request. |
Callback User | Shows the first and last name of the agent who performed the callback. |
Callback Disposition | Shows the result of the callback made by the agent: |
Usage
Select the Reporting > Call > Voicemail & Callback Request Calls report.
Click Create to define the report filters.
After applying the filters you want, click Create to start generating the report.
To download the report to your device, click the Download icon in the Action column.
