Genesys Cloud - Main

When I filter interactions to media type "Voice" it looks like they are included (even though you can also filter separately to "Callback" and view callbacks only), but I'm not 100% clear if they're included when just looking at Queue Performance.  I'm also not sure if the ASA reflected in Queue Performance "Voice" includes callback ASA (time to callback).

If you are offering callbacks in queue, then yes your inbound voice queue reporting will show the call arriving in queue, so therefore offered to queue.

However you will likely also see a flowout for each of these as well.

When looking at callback as media type though you should get the correct metrics for talk/handle etc

Take a look at the video here: https://help.mypurecloud.com/callback-analytics-improvements/

And the community thread here: https://community.genesys.com/discussion/callback-handle-times

For some of those details.

When I filter interactions to media type "Voice" it looks like they are included (even though you can also filter separately to "Callback" and view callbacks only), but I'm not 100% clear if they're included when just looking at Queue Performance.  I'm also not sure if the ASA reflected in Queue Performance "Voice" includes callback ASA (time to callback).

If you are offering callbacks in queue, then yes your inbound voice queue reporting will show the call arriving in queue, so therefore offered to queue.

However you will likely also see a flowout for each of these as well.

When looking at callback as media type though you should get the correct metrics for talk/handle etc

Take a look at the video here: https://help.mypurecloud.com/callback-analytics-improvements/

And the community thread here: https://community.genesys.com/discussion/callback-handle-times

For some of those details.

When I filter interactions to media type "Voice" it looks like they are included (even though you can also filter separately to "Callback" and view callbacks only), but I'm not 100% clear if they're included when just looking at Queue Performance.  I'm also not sure if the ASA reflected in Queue Performance "Voice" includes callback ASA (time to callback).

I now understand that callbacks are included in my total "offered" calls, even when filtering to voice, but can I confirm that the callback ASA (time to call customers back) is reflected in the ASA calculation?

If you are offering callbacks in queue, then yes your inbound voice queue reporting will show the call arriving in queue, so therefore offered to queue.

However you will likely also see a flowout for each of these as well.

When looking at callback as media type though you should get the correct metrics for talk/handle etc

Take a look at the video here: https://help.mypurecloud.com/callback-analytics-improvements/

And the community thread here: https://community.genesys.com/discussion/callback-handle-times

For some of those details.

When I filter interactions to media type "Voice" it looks like they are included (even though you can also filter separately to "Callback" and view callbacks only), but I'm not 100% clear if they're included when just looking at Queue Performance.  I'm also not sure if the ASA reflected in Queue Performance "Voice" includes callback ASA (time to callback).

Good question. - We use the auto start callback option, so for us that will be within a second or two difference between answer time and call time. 

My understanding on ASA is:

ASA is Time to Answer / Answered Calls

And that Answer is agent based, so when the callback was delivered to the agent, not when the agent made the outbound call. 

There are a couple of metrics that are available at the interaction level (but not queue), tFirstDial and tFirstConnect:

Which will show you the time to first dial, and time to first connect. - Now not 100% sure if that is time from initial call (which i think it is) or from answer time (which I don't think it is).

So to get time from answer to dial, will require a bit of work - see this link for some info on that: https://developer.genesys.cloud/forum/t/whats-the-deal-with-callbacks/23006/2 

I now understand that callbacks are included in my total "offered" calls, even when filtering to voice, but can I confirm that the callback ASA (time to call customers back) is reflected in the ASA calculation?

If you are offering callbacks in queue, then yes your inbound voice queue reporting will show the call arriving in queue, so therefore offered to queue.

However you will likely also see a flowout for each of these as well.

When looking at callback as media type though you should get the correct metrics for talk/handle etc

Take a look at the video here: https://help.mypurecloud.com/callback-analytics-improvements/

And the community thread here: https://community.genesys.com/discussion/callback-handle-times

For some of those details.

When I filter interactions to media type "Voice" it looks like they are included (even though you can also filter separately to "Callback" and view callbacks only), but I'm not 100% clear if they're included when just looking at Queue Performance.  I'm also not sure if the ASA reflected in Queue Performance "Voice" includes callback ASA (time to callback).

hi, both! 

 I understood that ASA column in Queue performance, when filtering by voice inbound, will not include callbacks, because the outcome of such voice interactions is Flow-Out, not answered. So Avg Flow Out will tell how long on average it took customer before they accepted the callback/left original inbound call.

When I filter Queue Performance by media type callback, ASA will provide the average time callback interaction waited in queue before being routed to an agent. The time count in this case starts when customer accepts the callback option, not when they are originally put in queue with initial inbound voice call.  

To answer @Michael Nahass's question - no, callback ASA is not included in queue performance voice inbound ASA. 

I think in general @Anton Vroon, you have answered more or less the same :) I'm just wrapping it up for myself I guess :D

Good question. - We use the auto start callback option, so for us that will be within a second or two difference between answer time and call time. 

My understanding on ASA is:

ASA is Time to Answer / Answered Calls

And that Answer is agent based, so when the callback was delivered to the agent, not when the agent made the outbound call. 

There are a couple of metrics that are available at the interaction level (but not queue), tFirstDial and tFirstConnect:

Which will show you the time to first dial, and time to first connect. - Now not 100% sure if that is time from initial call (which i think it is) or from answer time (which I don't think it is).

So to get time from answer to dial, will require a bit of work - see this link for some info on that: https://developer.genesys.cloud/forum/t/whats-the-deal-with-callbacks/23006/2 

I now understand that callbacks are included in my total "offered" calls, even when filtering to voice, but can I confirm that the callback ASA (time to call customers back) is reflected in the ASA calculation?

If you are offering callbacks in queue, then yes your inbound voice queue reporting will show the call arriving in queue, so therefore offered to queue.

However you will likely also see a flowout for each of these as well.

When looking at callback as media type though you should get the correct metrics for talk/handle etc

Take a look at the video here: https://help.mypurecloud.com/callback-analytics-improvements/

And the community thread here: https://community.genesys.com/discussion/callback-handle-times

For some of those details.

When I filter interactions to media type "Voice" it looks like they are included (even though you can also filter separately to "Callback" and view callbacks only), but I'm not 100% clear if they're included when just looking at Queue Performance.  I'm also not sure if the ASA reflected in Queue Performance "Voice" includes callback ASA (time to callback).