Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Calculate Time spent before dialing a Customer - Agent First Callback

    Posted 04-10-2025 11:24
    No replies, thread closed.

    Hi Team,

    I am looking to calculate the time spent by an Agent before dialing out the callback to the Customer in "Agent First Callback" Feature.
    I have indicated the time i am looking to calculate in the below picture. This is the Time when an Agent accepts a callback till they dial out to the Customer.
    Is there an easier way to get this time in Genesys?


    #Reporting/Analytics

    ------------------------------
    Abhijeet Patil
    MB Hydro
    Product Lead
    ------------------------------


  • 2.  RE: Calculate Time spent before dialing a Customer - Agent First Callback
    Best Answer

    Posted 04-10-2025 17:13
    No replies, thread closed.

    Hello Abhijeet,

    I don't know if there is an easy way to but I did see some interesting variables that you may want to look at, in particular metrics like tAcd, tFirstConnect, or tFirstDial.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Calculate Time spent before dialing a Customer - Agent First Callback

    Posted 04-10-2025 17:22
    No replies, thread closed.

    Hi Jason,

    Thank you for the input, i will look into.

    But i also found a work around, I was able to Calculate time as "Total Handle Time" - "Active Total Callback Time" 
    It was able to give me the time spent by Agent in that state.

    If it can be verified by you or others, it would be great too.

    Regards,
    Abhijeet



    ------------------------------
    Abhijeet Patil
    MB Hydro
    Product Lead
    ------------------------------

    Original Message


  • 4.  RE: Calculate Time spent before dialing a Customer - Agent First Callback

    Posted 04-11-2025 07:46
    No replies, thread closed.

    I thought on Agent First Callback, this issue goes away because the Agent is not contacted until the customer agrees that they can speak, so essentially the call is not being placed by the agent.   I know when this was rolled out there was some configuration that was needed to have it behave that way, but not my area of expertise, but could be an option for you.



    ------------------------------
    Judy Jimenez, Call Center Operations Manager
    CURE Auto Insurance
    ------------------------------



Related Content