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Agent Performance vs Agent Interactions – callback reconciliation question

  • 1.  Agent Performance vs Agent Interactions – callback reconciliation question

    Posted 20 hours ago

    Hi everyone,

    I'd like to seek clarification on a callback count reconciliation scenario we're seeing in Genesys Cloud.

    Context
    We are reconciling Agent Performance (Handled – Callback) against Agent Interactions (Callback) using the same logic previously validated under Case 0003928012. This logic works consistently for all other dates.

    Example – Dec 16

    • Agent Performance (Handled – Callback): 50

    • Agent Interactions (Callback): 61

    We understand that 11 interactions were fully handled (including ACW) on Dec 17, which explains the difference. After accounting for this, the numbers reconcile as expected.

    Issue – Dec 17

    • Agent Performance (Handled – Callback): 44

    • Agent Interactions (Callback): 45

    For this date, there are no callback interactions handled on Dec 18 that would explain the 1-interaction difference.

    Questions

    1. Is our reconciliation approach between Agent Performance and Agent Interactions for callbacks correct?

    2. Are there any known callback-specific behaviors or edge cases (e.g. handling date vs interaction date, ACW timing, reporting logic) that could explain this discrepancy?

    Appreciate any insights from the community.


    #Reporting/Analytics

    ------------------------------
    Kevin Loh Chong Hoe
    Engineer
    ------------------------------


  • 2.  RE: Agent Performance vs Agent Interactions – callback reconciliation question

    Posted 18 hours ago
    Hi Kevin,
     
    What I would recommend is to first identify the specific interaction that is causing the discrepancy, so you can better understand the scenario.
     
    I can think of two situations that could explain this difference:
     
    1. The agent participated in an inbound interaction where a callback was scheduled, but the callback call itself has not yet been executed by the agent. In this case, there will be no Handled count, since the callback call has not occurred yet. However, when filtering the agent's interactions, the interaction will still appear there.
    2. A very similar scenario to the first one, but in this case the callback was executed by a different agent. As a result, the original agent may still see the interaction in their Interactions view, but the Handled – Callback metric would be attributed to the agent who actually handled the callback call.

    Additional observation: for a callback interaction to appear in the Agent Interactions view, it is sufficient that the agent was at least alerted for that callback, even if the call was not ultimately handled by them.



    ------------------------------
    Elisson Fernandes
    ------------------------------

    Original Message


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