QCB Feature / Q positioning on wallboard

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hi all

customer says number ending 386 was next to be answered, at the top of this this with a high wait time.
They requested a QCB and was sent to the bottom of the queue with a low wait time.

Im going through queue manager logs to try and find some evidence as to why 807 got serviced before 386.

I need to find something thate states what position these calls were if anyone can tell me what the text would be in the log.

 

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[VoIPTools]

I can offer how the call back process is supposed to function. When a caller requests a call back, a placeholder is maintained in the queue for that call. While the original call is dropped, their position in the queue is maintained. When their turn arrives (their position is at the top of the queue), 3CX automatically initiates a call back .They are not going to be added back to the bottom of the queue and wait again.

My guess is that the call back took place (or potentially failed), the customer missed the call, and then the caller dialed back and was routed to the queue as a new call..