Hello Sandor,
I'm not aware of any way to accurately pull that information. You may need to submit an Idea to the Product Ideas Lab.
I've moved your thread to the Reporting and Analytics Community. Hopefully some of the experts there will have an idea of how to get that historical data.
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Jason Kleitz
Online Community Manager/Moderator
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Original Message:
Sent: 05-27-2025 02:49
From: Sandor Berei-Ozsvath
Subject: Callbacks
Hello,
Is there a good practice or tool how can I check for older scheduled callbacks which option was selected by the agent ? From options Take Ownership or Route to me if possible.
If we can get the historic data of this would be very useful as we face some issues were agent's claiming that they are selecting the take ownership option however the callback is routed to someone else (not the same person who took the ownership) which means they are not selecting the good option , but somehow we need a good option to prove this.
Thanks,
Sandor
#Outbound
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Sandor Berei-Ozsvath
NA
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