Callback Extracts
Updated
Callback Extracts capture detailed information about callback and task requests created with respect to different voice conversations.These extracts track the complete lifecycle of a callback task—from the moment a customer opts for a callback/ agent creates a callback for the customer, to when the callback is attempted, connected, completed, or marked as unsuccessful. This also provides details of the task status in case the callback created is not yet dialed out. Supervisors and analysts use this data to understand callback demand, monitor fulfillment rates, and evaluate how effectively the callback system improves customer experience and reduces queue congestion.
Purpose
Measure callback efficiency and fulfillment rates.
Identify gaps such as high failure or no‑answer rates in callbacls created.
Reduce queue wait times and peak callback request times by analyzing callback performance.
Improve routing logic and scheduling for higher callback success.
Extract Configuration & Availability
Below are the details listed for the extract configuration and availability:
Extract Attributes | Status |
Channel Split | This is callback task level data, irrespective of the callback being scheduled for inbound or outbound call |
Agent Split | This extract contains agent info at 2 levels: 1. Callback Assigned Agent - indicating agent to whom the callback is assigned 2. Callback Creator - indicating the agent who created the callback |
Granularity | Each row is a granular data of unique callback task ID |
Date Filter | Extract depicts data based on "Callback Due Date" of the particular task |
Update Frequency | 1 min after the "Callback Created Time" |
Custom Field Behavior | Custom Fields by default are not added in this extract but feasibility of custom fields exists in the particular extract based on below:
Default Behavior: 1. Case Custom Field: Current Value 2. User Custom Field: Current Value |
Data Schema
The schema details are listed below:
Metrics /Dimension Name | Description | Unique Key | Data Type | Is Null |
Date | Date on which event occurred. | Timestamp | N | |
Case Details | Associated case to the event, which includes the Case subject, Case ID and the Description. | Varchar | N | |
Case Number | The ID number associated to the Case Details. | Number | N | |
Callback Task Count | Indicates the count of total scheduled callback tasks that were created or scheduled for. | Number | N | |
Callback Task Status | Indicates the current status of the task whether the task is new, cancelled, completed, expired etc. | Varchar | N | |
Callback Created Time | Indicates the timestamp when the callback task was created. | Y | Timestamp | N |
Callback Due Date | Indicate the date timestamp when the callback is due or scheduled for. | Timestamp | N | |
Callback Until Time | Indicates the time stamp when the callback task gets expired. | Timestamp | "-" if Null | |
First Conversation Time | This will indicate the conversation date timestamp of the first call associated to the case on which the callback is scheduled for. | Timestamp | N | |
Callback Called At | Timestamp when the actual call is called at on the particular task. This will always indicate the latest associated call on the task scheduled. | Timestamp | "-" If Null | |
Callback Call Duration | In case the callback is dialed out and connected with the customer, this indicates the duration of the callback dialed out. | Number | 0 If Null | |
Callback Completed Count by Original Agent | Indicates the count of callbacks which were completed by the original agent who was assigned on the task created. | Number | 0 If Null | |
Callback Completed Count by Re-assigned Agent | Indicates the count of callbacks which were completed by the reassigned agent on the task created. | Number | 0 If Null | |
Callback Re-Assigned Count | Indicates the count of callbacks which were reassigned to other agent from the original agent associated to the task created. | Number | 0 If Null | |
Assignee Name | Indicates the name of the assignee to whom the task is assigned. This can be the name of the work queue or name of the agent based on the assignee type. | Varchar | N | |
Assignee ID | Indicates the ID of the assignee to whom the task is assigned. This can be the ID of the work queue or sprinklr ID of the agent based on the assignee type. | Number | N | |
Assignee Type | Indicates the type of assignee the task is assigned to. This can be either user, work queue, external user etc | Varchar | N | |
Callback Assigned Agent | Indicates the name of the agent to whom the callback is assigned. In case of direct assignments to agent this will show the same agent as assigned to, but in case of assignments to queue - this will indicate the agent to whom it was assigned later. | Varchar | "N/A" if Null | |
Callback Assigned Agent ID | Indicates the sprinklr ID of the agent to whom the callback is assigned. This is based on callback assigned agent. | Number | "N/A" if Null | |
Callback Number | Indicates the customer phone number for which the callback is scheduled or has to be dialed out. | Number | N | |
Voice Application | Name of the voice application configured in the system to receive or dial out the calls of the centre. | Varchar | N | |
Voice Call Status | Indicates the status of the particular call that was dialed out on the task. This will always indicate the latest associated call on the task scheduled. | Varchar | N | |
Call Back Triggered By | Name of the agent or bot which created the scheduled callback task or triggered the task for creation. It gets updated to the current name on the system i.e it will be same as creator in cases where the name doesnt get updated later. | Varchar | N | |
Callback Creator | Indicates the name of the user who created/ scheduled the callback task. This indicates the snapshot of the user or bot who created the task on the system. | Varchar | N | |
Callback Origin | Indicates the origin of the callback - path from where the callback was created like guided path, ACW, bot or manual creation. | Varchar | N | |
Callback Task ID | Indicates the unique ID associated to the particular task created. | Y | Number | N |
Callback Conversation ID | Indicates the unique conversation ID associated to the call that was dialed out from the callback scheduled. This will always indicate the ID for the latest associated call on the task scheduled. *Null when the task origin is guided path | Y | Number | "N/A" if Null |
Profile | Indicates the details of the customer profile associated to the callback scheduled. | Varchar | N |
Data Settings
Reporting Preferences allow users to customize the default formats for specific metric types. These preferences are applied at the user level. If no changes are made, the system will continue to honor the following defaults:
Default Timestamp Format: MM DD, YYYY, HH:MM AM/PM - Eg: Jan 15, 2026, 12:36 AM
Default Time Duration Format: HH (h) MM (min) SS (s) - Eg: 3h 02m 35s
For more details, refer to the related article.
When Custom Fields are added in an Extract, they must be treated as Unique Key during calculations to ensure accuracy and consistency.
Note:
Each row represents a unique combination of Conversation ID and Agent ID, with performance metrics consolidated at this level.
In cases where a single call is assigned to the same agent multiple times during its lifecycle, the extract consolidates all performance metrics into a single row for that agent and conversation.
Rows may appear duplicated across Call Disposition Plan ID, Call Disposition, and Call Sub-Disposition in scenarios where:
An agent submits multiple dispositions for a single call
The configured disposition plan contains multiple sub-dispositions.
These are expected structural outcomes based on disposition configuration and submission behaviour.
The Agent ID field can be mapped with the same dimension from Agent Skill Extract, to enrich agent-level reporting with agent skills and proficiency attributes.