Call Back Reporting

Hello, my name is Austin Miranda. I am a Tier 3 RCX Engineer at RingCentral. 

There is not a specific report for the data you are requesting, however, there are reports that you could use for this use case. 

The standard Interaction Details Historical Report can give you this as it includes the “Original UII” attribute. 

The original UII is the UII of the original call where the caller requested a callback. Once the callback is executed, a new UII is produced for this callback interaction. On the interaction details report, if an interaction has a value in the Original UII attribute, this indicates it was an executed callback. You would then find both UIIs in this report to compare. The screenshot below from my test account provides a visual of what this looks like:
 

What is the name of the standard report that you used?

Hey ​@UBofMI , it looks like the name of the Standard report Austin is referring to is called Interaction Details. You can see the name of the report to the right of the “Standard reports” header at the top. I hope this helps!

Thank you.

I also see that there was a report called “Callback Interaction Details”.  Is there a reason why this report wouldn’t work and I should use the Interaction Details report instead?

For voice-only interactions, you could certainly use the Callback Interaction Details report as it consists of the Voice Queue Product Type. The Interaction Details report is the overall/comprehensive report for all interaction and product types.

Interaction Details report has the following columns that the other report does not have:

• Transfer Type
• Agent Transfer Destination Source Type
• Term Party
• Term Reason
• Recording URL
• Screen Recording URL
• Voicemail Recording URL
• RNA
• Interaction Time

Callback Interaction Details report has the following column that the other report does not have:

• Callback Interactions

So, for your purpose as Austin described earlier, you should be able to use either report.