Reporting metrics for direct callbacks

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Posted on by emikoh

I'm trying to get some reports put together for how our customers and users are interacting with the callback feature. Namely, which voice conversations offered the callback option and how many customers accepted the callback option.

I've found a few dead links that have preview text that leads me to believe MS planned to release callback insights to the realtime and/or historical analytics reports around April 2026, but of course these links being dead leads me to think this was scrapped. It would be a nice thing to have so I hope that's still in development but just postponed.

I'm not sure what table or column direct callback data is stored in. Has anyone had success getting to data related to callbacks?

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Dynamics 365 Contact Center

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