Missed call reporting tells you that calls were missed. Callback reporting tells you what happened next: whether the caller was called back, how long they waited, and which calls are still outstanding.
Where to find it
Go to Reports → Phone Reports → Callback reporting.
What it shows
Callback rate: the percentage of missed calls that received a return call in the selected time range. Break it down by user (the agent who returned the call) or by team to compare responsiveness.
Average time to callback: how long callers waited, averaged across the missed calls that were returned.
Unreturned calls: filter to missed calls that have not been returned yet. These are listed call by call so an operator can work the list directly.
Each line in the unreturned list shows the caller's number (and name, if known), the line or number they called, and the time of the missed call.
How a callback is counted
A missed call counts as returned only when an outbound call is placed to that caller's number after the missed call. A text reply does not count as a returned call.
Filters
All three metrics respect the date range and the phone line or number filters already applied to the report, so you can scope them to a single line such as maintenance or sales.