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When using callbacks, also remember about the subsequent reporting data. In a typical callback scenario there are really 3 interactions that are related:
The original inbound callThe callback created as a result of that inbound callThe outbound call from the agent, that is created when the "Make Call" button is pressed on the callback itself
There is no way, OOB, to tie together those three legs of the callback scenario. However, with a little elbow grease and perusing of the Interaction Attribute Technical Reference, you can easily log the three related InteractionIDs to the InteractionCustomAttributes table in the PureConnect database.
Attribute Technical Reference.https://help.genesys.com/cic/mergedProjects/wh_tr/mergedProjects/wh_tr_attributes/desktop/interaction_attributes.htmHave a look at the following attributes. I think they will get you started in bringing together all data necessary data points. After they are logged, a custom report or BI solution could "tell the story" of your callbacks:
Callbacks are a great tool, for sure. But any sort of analytics around that media type will need to be custom logged prior to a report being created.
Thank you for all of your responses. In our testing, we haven't seen that it holds its place in queue. It is viewing it as a new interaction within the same workgroup and it is restarting the queue time. Any suggestions?
This goes back to the original call that requests the callback interaction.Is the call itself flowing out of the queue -> creating the callback -> and then the callback is getting placed back into the queue?Or is the flow itself that the call stays in queue and essentially "morphs" into the callback object?In the initial example, that is as intended. The system sees it as a new and different interaction.In the latter example, that would be an issue. You'll want to confirm that the call interaction is correctly morphing into the callback interaction. You can see the literal "morph" text in the IP log when this happens.So, as with most things when it comes to callbacks... ."It depends!"
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