Genesys Cloud - Main

Agents in Genesys are currently required to accept, dial, and close out Queue Callbacks manually.  This leads to extended periods of time where agents are attached to queue callbacks but not working on an actual live line: delays is dialing out and not closing out callbacks in a timely manner. When monitoring agents on Queue activity detail, they show in an Interacting state but they are not actively doing anything.  You have to pay attention to the QCB (Queue Callback) icon.  However, the timer on it shows the entire length of time the agent has been attached to that QCB.  It does not take into consideration if they just finished the call associated with the QCB so it is impossible to know how long the agent has been attached to the QCB doing nothing.  While we have some agents purposely using this to avoid taking calls, others truly forget to close out the QCB portion.  

My question is:

Is there a report that shows how long an agent was attached to a queue callback outside of actually being on the live line?  For example, Suzy Queue was attached to this QCB for 60 min but on a live line associated with the QCB for only 20.
What metrics, if any, are impacted by agents staying attached to a QCB long after the call itself is completed?

First, Genesys is in the last stages of testing the new callback mechanism that automatically dials for the agent and automatically disconnects the callback when they disconnect the call.  That will take care of most of your issues and that is out VERY soon.  

As for reporting, there are two new fields that will let you report on this problem:

Agents in Genesys are currently required to accept, dial, and close out Queue Callbacks manually.  This leads to extended periods of time where agents are attached to queue callbacks but not working on an actual live line: delays is dialing out and not closing out callbacks in a timely manner. When monitoring agents on Queue activity detail, they show in an Interacting state but they are not actively doing anything.  You have to pay attention to the QCB (Queue Callback) icon.  However, the timer on it shows the entire length of time the agent has been attached to that QCB.  It does not take into consideration if they just finished the call associated with the QCB so it is impossible to know how long the agent has been attached to the QCB doing nothing.  While we have some agents purposely using this to avoid taking calls, others truly forget to close out the QCB portion.  

My question is:

Is there a report that shows how long an agent was attached to a queue callback outside of actually being on the live line?  For example, Suzy Queue was attached to this QCB for 60 min but on a live line associated with the QCB for only 20.
What metrics, if any, are impacted by agents staying attached to a QCB long after the call itself is completed?

First, Genesys is in the last stages of testing the new callback mechanism that automatically dials for the agent and automatically disconnects the callback when they disconnect the call.  That will take care of most of your issues and that is out VERY soon.  

As for reporting, there are two new fields that will let you report on this problem:

Agents in Genesys are currently required to accept, dial, and close out Queue Callbacks manually.  This leads to extended periods of time where agents are attached to queue callbacks but not working on an actual live line: delays is dialing out and not closing out callbacks in a timely manner. When monitoring agents on Queue activity detail, they show in an Interacting state but they are not actively doing anything.  You have to pay attention to the QCB (Queue Callback) icon.  However, the timer on it shows the entire length of time the agent has been attached to that QCB.  It does not take into consideration if they just finished the call associated with the QCB so it is impossible to know how long the agent has been attached to the QCB doing nothing.  While we have some agents purposely using this to avoid taking calls, others truly forget to close out the QCB portion.  

My question is:

Is there a report that shows how long an agent was attached to a queue callback outside of actually being on the live line?  For example, Suzy Queue was attached to this QCB for 60 min but on a live line associated with the QCB for only 20.
What metrics, if any, are impacted by agents staying attached to a QCB long after the call itself is completed?

@Robert Wakefield-Carl  I saw those two fields and I thought that might be a solution but they it seem to be including the time the callback was waiting in queue.  Am I wrong about that? I am looking for the time between when an agent accepts the callback and when they actually dial it out.  I could do that math on that end (conected minus ring), but what about the time between when the agent ends the call assocaited with the callback and actually completes out the callback portion.  Any ideas on how to easily spot that?

What stats are impacted when an agent ends the call assocaited to the callback but does not release the callback portion.  Is that dead time included in the AHT?    

First, Genesys is in the last stages of testing the new callback mechanism that automatically dials for the agent and automatically disconnects the callback when they disconnect the call.  That will take care of most of your issues and that is out VERY soon.  

As for reporting, there are two new fields that will let you report on this problem:

Agents in Genesys are currently required to accept, dial, and close out Queue Callbacks manually.  This leads to extended periods of time where agents are attached to queue callbacks but not working on an actual live line: delays is dialing out and not closing out callbacks in a timely manner. When monitoring agents on Queue activity detail, they show in an Interacting state but they are not actively doing anything.  You have to pay attention to the QCB (Queue Callback) icon.  However, the timer on it shows the entire length of time the agent has been attached to that QCB.  It does not take into consideration if they just finished the call associated with the QCB so it is impossible to know how long the agent has been attached to the QCB doing nothing.  While we have some agents purposely using this to avoid taking calls, others truly forget to close out the QCB portion.  

My question is:

Is there a report that shows how long an agent was attached to a queue callback outside of actually being on the live line?  For example, Suzy Queue was attached to this QCB for 60 min but on a live line associated with the QCB for only 20.
What metrics, if any, are impacted by agents staying attached to a QCB long after the call itself is completed?

Time to First Dial is the time from when the callback is accepted to the time when agent presses begin dial.  First contact is time between agent pickup and when they are connected to the caller.  As for the disconnect side, not sure how you could figure that unless you take total interaction time minus time to contact minus talk time.  

@Robert Wakefield-Carl  I saw those two fields and I thought that might be a solution but they it seem to be including the time the callback was waiting in queue.  Am I wrong about that? I am looking for the time between when an agent accepts the callback and when they actually dial it out.  I could do that math on that end (conected minus ring), but what about the time between when the agent ends the call assocaited with the callback and actually completes out the callback portion.  Any ideas on how to easily spot that?

What stats are impacted when an agent ends the call assocaited to the callback but does not release the callback portion.  Is that dead time included in the AHT?    

First, Genesys is in the last stages of testing the new callback mechanism that automatically dials for the agent and automatically disconnects the callback when they disconnect the call.  That will take care of most of your issues and that is out VERY soon.  

As for reporting, there are two new fields that will let you report on this problem:

Agents in Genesys are currently required to accept, dial, and close out Queue Callbacks manually.  This leads to extended periods of time where agents are attached to queue callbacks but not working on an actual live line: delays is dialing out and not closing out callbacks in a timely manner. When monitoring agents on Queue activity detail, they show in an Interacting state but they are not actively doing anything.  You have to pay attention to the QCB (Queue Callback) icon.  However, the timer on it shows the entire length of time the agent has been attached to that QCB.  It does not take into consideration if they just finished the call associated with the QCB so it is impossible to know how long the agent has been attached to the QCB doing nothing.  While we have some agents purposely using this to avoid taking calls, others truly forget to close out the QCB portion.  

My question is:

Is there a report that shows how long an agent was attached to a queue callback outside of actually being on the live line?  For example, Suzy Queue was attached to this QCB for 60 min but on a live line associated with the QCB for only 20.
What metrics, if any, are impacted by agents staying attached to a QCB long after the call itself is completed?

Hi Robert, 

When you say the callback is accepted, should this be by the agent or through the system? I can confirm that in the interactions view, using these fields it seems to be the amount of time the interaction has existed as a callback, excluding when the call is dialled, or connected, depending on the field. I can provide an example if needed. From what I can see this means that these field don't report on agent behaviour, just the customer wait time after converting to a callback. 

I was looking in the agent based views for these fields previously. 

I'm very excited for the more automated version of callbacks in the near future!

Time to First Dial is the time from when the callback is accepted to the time when agent presses begin dial.  First contact is time between agent pickup and when they are connected to the caller.  As for the disconnect side, not sure how you could figure that unless you take total interaction time minus time to contact minus talk time.  

@Robert Wakefield-Carl  I saw those two fields and I thought that might be a solution but they it seem to be including the time the callback was waiting in queue.  Am I wrong about that? I am looking for the time between when an agent accepts the callback and when they actually dial it out.  I could do that math on that end (conected minus ring), but what about the time between when the agent ends the call assocaited with the callback and actually completes out the callback portion.  Any ideas on how to easily spot that?

What stats are impacted when an agent ends the call assocaited to the callback but does not release the callback portion.  Is that dead time included in the AHT?    

First, Genesys is in the last stages of testing the new callback mechanism that automatically dials for the agent and automatically disconnects the callback when they disconnect the call.  That will take care of most of your issues and that is out VERY soon.  

As for reporting, there are two new fields that will let you report on this problem:

Agents in Genesys are currently required to accept, dial, and close out Queue Callbacks manually.  This leads to extended periods of time where agents are attached to queue callbacks but not working on an actual live line: delays is dialing out and not closing out callbacks in a timely manner. When monitoring agents on Queue activity detail, they show in an Interacting state but they are not actively doing anything.  You have to pay attention to the QCB (Queue Callback) icon.  However, the timer on it shows the entire length of time the agent has been attached to that QCB.  It does not take into consideration if they just finished the call associated with the QCB so it is impossible to know how long the agent has been attached to the QCB doing nothing.  While we have some agents purposely using this to avoid taking calls, others truly forget to close out the QCB portion.  

My question is:

Is there a report that shows how long an agent was attached to a queue callback outside of actually being on the live line?  For example, Suzy Queue was attached to this QCB for 60 min but on a live line associated with the QCB for only 20.
What metrics, if any, are impacted by agents staying attached to a QCB long after the call itself is completed?