Quickest way would be to use 'Set Enterprise Data' to set a paricular variable (one of custom1-10, caller entered digits, or account number, as these go into the HR DB). Set this to 'callback set' when it's queued, 'callback offered' when it goes to an agent, then 'callback made' when it is attempted. Even 'callback connected' or 'failed' after that. How detailed you are is up to you...
Then you can run a 'Call Custom Variables' report to report on the contents of custom1-10. If you use the other two you'd have to do a bespoke report, which gets more difficult.
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We worked around it by using an external SQL database to keep track of the state of callback requests.
When a caller requested a callback we made a note of this in the database and then threw the call into a call-back script.
When the call was then presented to an agent we updated the database, then when the call was connected to the original agent we updated the database entry again.
If the initial push of information to the database about the callback is a write, and the subsequent pushes are updates, you can have a separate task that runs every now and then to report on the status of callbacks - whether they are yet to be returned, whether they were returned at all, and what happened if they were returned.
We extended this database push to become a generic database logging system for our UCCX scripts, with the result that we can now output debug and tracking information from any of our UCCX scripts, as well as use it to trace callbacks.
Analysis of the data probably requires an inhouse DBA though!
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