Press callback queue insights

[dspaan]

We are using the press callback queue feature for ingroups. I'm wondering if there is a report that can tell us historically how many callers used this option and have succesfully been called back after using it?
The inbound reports display drops while the lead is then converted to WAITTO status and eventually called back. A drop would be less bad if the client was eventually contacted through this method but would be nice if a report could reflect that otherwise how can you evaluate if the method is succesful and to which degree?

[williamconley]

Guessing: Run a "calls report" and get the DROP status for the calls, then check the "present status" field for those calls. If none of them are still "drop", they all got called back. Not sure how well this will work for inbound calls, but it ... should?

[dspaan]

I was doing this on a system that can't export drops (see viewtopic.php?f=4&t=39117) but even then it would be quite a bit of work to do these comparisons based on exports. I was hoping there was maybe an inidicator for this in one of the exiting reports.

[williamconley]

since the outbound calls report doesn't provide what you need, I'd probably write a custom query to generate the results you need. but i'm a mysql guy and do that all the time so it's my first reflex. i often write queries and later find that there's a report that would have worked. lol