Call reporting - QCB Clarification

[Alphabetic]

Hi support



Can you please tell me if successful QCB are included in abandoned count?

If an inbound caller selects a callback, does this class as abandoned?

 

[Alphabetic]

Follow up question.



The same number was apparently called back 3 times within 40 minutes.

Is "ringing time" referring to how long this QCB was waiting before It actually initiated the call? If it is, then that title is misleading.

How many times does 3CX attempt a call back before it considers it failed?

 

[Alphabetic]

More info...

I've just run an abandoned queue calls for this date and It has the QCB in there as an abandoned call.


So now when 3CX makes a call back and it isnt answered, this is considered abandoned?

failed callbacks are counted when the call cannot be initiated?

Can I get some clarification? It seems 3CX has different interpretations for words.

 

[Alphabetic]

So "failed CallBacks" is actually referring to "Abandoned Call backs" meaning the call was tried but it rang out?

Would "failed CallBacks" in this report also show calls that could not be made? For example, incorrect number?

Because now we're muddying the water if this is the case.

 

[ChrisC_3CX]

Can you please tell me if successful QCB are included in abandoned count?

If an inbound caller selects a callback, does this class as abandoned?

No, a QCB is not automatically marked as an Abandoned Queue call. However, if the Callback fails, it will be marked as abandoned.

Is "ringing time" referring to how long this QCB was waiting before It actually initiated the call? If it is, then that title is misleading.

It is the total ringing time for that caller so in a sense it is how long the caller which just so happens to be the same amount as the caller was waiting since:

Ring time = Initial Ringing time(actual Caller on-line) + Ringing Time of Caller's CallBack + Ringing Time of Agent to Caller.

How many times does 3CX attempt a call back before it considers it failed?

It is one attempt per Callback. The fact that you see three must mean that the caller called in three times and made a Callback Request everytime.

So "failed CallBacks" is actually referring to "Abandoned Call backs" meaning the call was tried but it rang out?

There is no such thing as an "Abandoned Callback" only queue calls can be flagged as Abandoned. That said, once a Queue Call gets converted to a QCB, the Queue Call status will get affected based on what happens to the QCB. In this case, if the QCB fails flagging the QCB call as a Failed QCB, the original Queue Call will be marked as abandoned.

Would "failed CallBacks" in this report also show calls that could not be made? For example, incorrect number?

Yes, it does not matter where the QCB fails, if it fails it will be marked as a "Failed Callback".