See every callback the second it happens
Callback Reporting is a live operations wall for your RingCentral queues. New callbacks stream in over a WebSocket with no page refresh — six KPI tiles, volume and wait-time trends, a full searchable history with cradle-to-grave call replay, and one-click CSV export. Available to every logged-in user.
Callback Reporting
LIVEupdated 4s agoTimes in America/DenverCallback Reporting shown with sample data — the live ops wall every user sees.
Truly live, not a stale report
New callbacks are pushed over a persistent WebSocket via Postgres triggers, so changes show within about a second — with a lightweight periodic refresh as a backstop and automatic reconnect if the socket drops. The two live tiles always reflect your queues’ current state right now, independent of the historical date range and filters you are viewing.
The two live tiles update on their own, independent of the date range.
Volume by outcome, wait trends you can trust
The stacked volume chart breaks every callback down by outcome — completed, expired, failed, cancelled — over time, so failure spikes are obvious at a glance. The wait-to-agent trend plots both median and average minutes from request to agent connect. The median is a true continuous percentile, not an estimate, which holds up for data-savvy buyers.
Callback volume
Daily - 7 days
Wait to agent
Minutes from request to agent connect - daily
Callback volume and wait-to-agent trends, shown with sample data.
Replay any callback, cradle to grave
Click any row in the callback history to expand a two-leg call journey. Leg one replays every IVR step — each menu node, the digits entered on the keypad, the route taken, per-step timing. Leg two traces queued → agent answered → customer connected, and shows every retry attempt along the way. Nothing in RingCentral’s native callback comes close to this depth.
Callback history
285 results - every row, no cap; filters and sorting run on the serverRows50| Requested↓ | Callback number | Status | Wait to agent | Attempts | Agent | Queue | |
|---|---|---|---|---|---|---|---|
| Jul 7, 2:14 PM | (928) 555-0173 | Completed | 3m 42s | 1 | M. Rivera ext 101 | Support Queue | |
Inbound call - IVR session - 2:13:58 PM Welcomeprompt2:13:58 PM4s Main Menuinput_collectInput: 2 - Route: callback2:14:03 PM6s Collect Numberinput_collectInput: 9 2 8 5 5 5 0 1 7 32:14:10 PM12s Confirminput_collectInput: 1 - Route: confirmed2:14:23 PM3s Callback leg - 2:14:26 PM QueuedstatusPosition held in Support Queue2:14:26 PM Agent answereddial-outM. Rivera - ext 101 pressed 1 to accept2:18:08 PMwait 3m 42s Completed - customer connectedtransferDialed (928) 555-0173 - handed to M. Rivera; call continues on RingCentral2:18:11 PMtotal 3m 42s | |||||||
| Jul 7, 2:09 PM | (415) 555-0148 | Completed1 | 11m 04s | 2(requeued) | J. Chen ext 104 | Billing Queue | |
| Jul 7, 1:57 PM | (602) 555-0177 | Expired | — | 3 | — | Support Queue | |
| Jul 7, 1:52 PM | (312) 555-0133 | Completed | 2m 18s | 1 | A. Okafor ext 108 | Sales Queue | |
| Jul 7, 1:44 PM | (206) 555-0192 | Cancelled | — | 1 | — | Support Queue | |
| Jul 7, 1:38 PM | (713) 555-0164 | Completed | 5m 27s | 1 | D. Nguyen ext 112 | Billing Queue | |
| Jul 7, 1:31 PM | (305) 555-0119 | Failed1 | — | 4(requeued) | — | Support Queue | |
| Jul 7, 1:24 PM | (469) 555-0186 | Completed | 4m 03s | 1 | M. Rivera ext 101 | Support Queue | |
| Jul 7, 1:18 PM | (503) 555-0151 | Completed1 | 6m 12s | 2(requeued) | S. Patel ext 115 | Sales Queue | |
| Jul 7, 1:05 PM | (786) 555-0140 | Completed | 3m 15s | 1 | J. Chen ext 104 | Billing Queue | |
Callback history with one row expanded into its full call journey — sample data.
Honest filters and shareable views
The number you see is the number you get. Filters, the match counter, the table, and the export are all built from one validated filter set, so counts, rows, and totals always agree.
The count always matches the rows
The result total is a COUNT built from the same filter as the rows, so the match counter never disagrees with what is in the table.
Every view is URL-shareable
Filters, sort field and direction, and page size are serialized into the URL, so a filtered, sorted view is bookmarkable and reopens exactly as saved.
Timezone-aware and DST-safe
Every timestamp, chart label, and CSV filename renders in your own timezone, with buckets that are gap-filled and do not break across midnight or DST.
Requeue and attempts are visible
Retries surface throughout — a requeue badge on the status, a requeued note on the attempt count, and requeue steps in the call journey.
One-click CSV of every matching row
The on-screen list is paged, but the export is not. Export streams the entire filtered result set with no row cap, hardened against spreadsheet formula injection, and writes an explicit “export incomplete” marker if a large download is interrupted, so you always know whether a file is complete. Your data is yours.
Export is CSV only — no row cap, formula-injection hardened. Sample interface.
Per-queue and top-agent views, for everyone
Compare your queues side by side, and see which agents returned the most callbacks with their own median wait and share of the total. Both breakdowns are available to every logged-in user — no admin gate.
By queue
Share of callbacks in selected period
Top agents
Callbacks returned in selected period
| Agent | Returned | Median wait | Share |
|---|---|---|---|
| M. Rivera ext 101 | 78 | 3m 30s | 29% |
| J. Chen ext 104 | 64 | 3m 54s | 24% |
| A. Okafor ext 108 | 52 | 4m 18s | 19% |
| D. Nguyen ext 112 | 41 | 4m 06s | 15% |
| S. Patel ext 115 | 32 | 5m 00s | 12% |
Per-queue breakdown and top-agent leaderboard, shown with sample data.
Running custom call flows? Go deeper with IVR analytics
For organizations on QueueCallback’s Custom IVR flows add-on, admins get flow-level analytics that derive every metric from each call’s actual path through the flow: drop-off analysis to find where callers give up, a decision explorer for the branch each caller took, database-lookup match rates, and cradle-to-grave per-call replay. “Callback requested” is even counted as its own success outcome. This tier is admin-only and refreshes on a schedule — it is not the live callback dashboard above.
Where callers drop off
Last node reached by abandoned calls
- conditionMain Menu128 47%
- input_collectCollect Account Number74 27%
- promptWelcome Prompt41 15%
- tableLookupAccount Lookup19 7%
- promptCallback Offer11 4%
Decision explorer
Support Queue — Callback RoutingMain Menu
conditionAccount Lookup
LookupMatch rate 88%
Custom IVR add-on, admin view — drop-off analysis and decision explorer, sample data.
(213) 555-0128
completedCall Journey
Welcome Prompt
02:14:02 PMPrompt
6.4sMain Menu
02:14:09 PMCondition
4.1smatched: press_1Collect Account Number
02:14:13 PMInput
12saccount number:48213Account Lookup
02:14:25 PMLookup
600mssuccessRoute to Billing Agent
02:14:26 PMTransfer
1.2sTransferred to:Ext 8140
Other collected data
- customer tier
- Gold
- balance due
- 0.00
Custom IVR add-on, admin view — per-call replay, sample data.
Running custom call flows and want this depth? Email support@queuecallback.com about the Custom IVR add-on.
Frequently asked questions
Is the callback reporting real-time?
Yes. Callback Reporting streams new callbacks into the dashboard the moment they happen over a persistent WebSocket, so the KPI tiles, charts, and callback list update on their own with no page refresh. Changes are pushed over the socket so they show within about a second, with a lightweight periodic refresh as a backstop and automatic reconnect if the connection drops.
Can I export the callback data?
Yes. One click exports a CSV of every row that matches your current filters. The on-screen list is paged, but the export has no row cap. Files are named by date and download in your own timezone, and the CSV is hardened against spreadsheet formula injection so it is safe to open in Excel or Google Sheets. Export is CSV only — there is no PDF, scheduled report, or emailed report.
Do all users see the reporting, or just admins?
Every logged-in user sees Callback Reporting and can export it — there is no admin role gate. It is organization-scoped, so each user only ever sees their own organization's callbacks. The deeper IVR-flow analytics are a separate, admin-only Custom IVR add-on.
How far back does the reporting go?
The preset ranges cover today through the last 90 days, and a custom From/To date range can reach as far back as your data goes. Reporting reads your live callback records directly, so historical reach is simply however much history your account holds — it is query flexibility, not a fixed retention window.
Does it show talk time or handle time?
No. Callback Reporting is focused on wait time — the minutes from a callback request to the agent connecting — reported as a true median and average over completed callbacks. It does not track talk time, handle time, or overall call duration; those stay with your RingCentral call reporting.
Add live callback reporting to your RingCentral queue
Callback in queue with a live reporting dashboard, for $100/month per queue — unlimited agents, unlimited callbacks, live in 1–2 days on your existing RingEX or MVP plan.