See every callback as 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 a cradle-to-grave call-journey view, 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, so changes show within seconds — with a lightweight periodic refresh as a backstop and automatic reconnect if the socket drops. The Waiting now tile always reflects your queues’ current state, independent of the historical date range and filters you are viewing.
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 — 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.
Trace any callback, cradle to grave
Click any row in the callback history to expand a two-leg call journey. Leg one shows every IVR step — each menu node, the digits entered on the keypad, the route taken, per-step timing. Leg two traces the callback from queued to agent answered to transfer to the customer, and shows every requeue along the way. For how this compares with RingCentral’s own callback metrics, see Live Reports vs QueueCallback below.
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 QueuedstatusPlaceholder waiting in Support Queue2:14:26 PM Agent answereddial-outM. Rivera - ext 101 pressed 1 to accept2:18:08 PMwait 3m 42s Completed - transferred to customertransferDialed (928) 555-0173 - transferred from 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.
RingCentral callback reports: Live Reports vs QueueCallback
Does RingCentral have callback reporting? Yes. With Call Queues Booster licenses or the Customer Engagement Bundle, RingCentral’s Live Reports shows four callback metrics in its Call Volume and Queue Details widgets: Callback Requests, Callbacks Placed, Callbacks Successful and Callbacks Unsuccessful, updated in near real time for the last 24 hours.[1] Business Analytics also labels “Callback placed” calls and “Callback Requested” results on the same licenses.[2]
RingCentral counts a callback as successful only when “a live conversation begins,” and as unsuccessful when the agent doesn’t answer, the customer doesn’t answer, or “no agents become available before the callback timeout expires.”[1] An Ideas post filed on a customer’s behalf in July 2026 says a more detailed callback report is “currently on the roadmap for late Q3/early Q4”;[3] it wasn’t in RingEX release notes through September 2026.[4]
QueueCallback’s Callback Reporting is built for the callbacks themselves, and every user on your account gets it at no extra cost, whatever your agent count.
| Feature | RingCentral Live Reports and Business Analytics | QueueCallback Callback Reporting |
|---|---|---|
| Who can see it | Accounts with Call Queues Booster licenses (billed per unique user in the queue) or the Customer Engagement Bundle [1][5] | Every user on your QueueCallback account, included in $100/month per queue |
| What it shows | Callback Requests, Placed, Successful and Unsuccessful, alongside queue and agent metrics; callback call types in Business Analytics [1][2] | Each callback as its own row: caller and callback numbers, queue, status, requeues, wait time, and the answering agent when identified |
| Time range | Live Reports: the last 24 hours [1]. Business Analytics also records callback call types historically [2] | Today through 90-day presets, or a custom range as far back as your data goes |
| How a callback is closed out | “Successful” means a live conversation began [1] | “Completed” means an agent accepted the callback and QueueCallback transferred it to the customer's number; it doesn't confirm the customer answered |
| Wait time | Queue wait metrics such as Longest Wait [1] | Median and average wait from request to agent, including time across requeues |
If you already pay for the Booster, Live Reports gives you a solid callback count. QueueCallback’s report answers a different question: which callback requests are still open, which were called back, on which number, after how long, and how many times each request went back in the queue. You can export every matching callback to CSV. Comparing costs? See Call Queues Booster cost and limits.
Sources for this section
RingCentral details checked October 4, 2026. RingCentral updates its products; if something here no longer matches, email support@queuecallback.com and we’ll fix it.
- Understanding the metrics in Live Reports, RingCentral Support. https://support.ringcentral.com/article-v2/understanding-callback-metrics-in-live-reports.html?brand=RingCentral&product=RingEX&language=en_US
- Business Analytics data dictionary, RingCentral Support. https://support.ringcentral.com/article-v2/Business-Analytics-data-dictionary.html?brand=RingCentral&product=RingEX&language=en_US
- Call Queue Callback Details (Call Queue Booster) (RingCentral Ideas, filed on a customer's behalf; July 10, 2026, status New), RingCentral Ideas. https://ideas.ringcentral.com/forums/958508-analytics-reporting/suggestions/51489046-call-queue-callback-details-call-queue-booster
- RingEX Core release notes (September 2026, 26.3.3), RingCentral Support. https://support.ringcentral.com/release-notes/ringex/ringex-core.html
- Using Call Queues Booster licenses, RingCentral Support. https://support.ringcentral.com/article-v2/using-call-queues-booster-licenses.html?brand=RingCentral&product=RingEX&language=en_US
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
Requeues 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 a cradle-to-grave per-call journey. “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 journey, 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 pushes new callbacks into the dashboard as they happen over a persistent WebSocket, so the KPI tiles, charts, and callback list update on their own with no page refresh. Changes show within seconds, 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. 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.
Does RingCentral have callback reporting?
Yes. Accounts with Call Queues Booster licenses or the RingEX Customer Engagement Bundle see Callback Requests, Callbacks Placed, Callbacks Successful and Callbacks Unsuccessful in RingCentral's Live Reports, which reflect the last 24 hours, and callback call types in Business Analytics (as of October 2026). QueueCallback's Callback Reporting is separate: it lists each callback with its numbers, status, requeues and wait time, for every user on your account, with no Booster or Live Reports licenses needed.
Do I need Call Queues Booster or Live Reports licenses to use Callback Reporting?
No. Callback Reporting comes with every QueueCallback queue and every user on your account. It doesn't use RingCentral's Live Reports, so it doesn't need Booster or Live Reports licenses.
Add live callback reporting to your RingCentral queue
Callback in queue with a live reporting dashboard, for $100/month per queue — no per-agent or per-caller fees, on your existing RingEX call queues.