Genesys Cloud - Main

Hello,

We have a callback function on our lines and I want to clarify what the numbers in Queue Performance are showing, to ensure I am calculating the abandon rate correctly. 

When looking at Offered count for voice interactions, do phone calls where the customer selects the callback function get added into this number?

I have spotted a figure for Flow Outs, where the call has moved to an InQ Flow when callback is selected. Do I need to remove this from the Voice Offered count to remove customers that selected callback?

When calculating abandon rate, I am doing = Abandoned / (Voice Offered + Callback Offered).

Am I double counting the customers that selected callback? 

Appreciate any feedback!

Thank you

Hi Giorgina,

From my understanding, a callback actually starts as a voice interaction first, and then flows out into a callback interaction.

This is also mentioned in the Genesys documentation:
https://help.mypurecloud.com/articles/customer-first-callbacks-overview/

So when a customer selects a callback:
- the initial call is still counted in Voice Offered
- the interaction then flows out (Flow Out)
- and a new callback interaction is created

This is also discussed in the community here:
https://community.genesys.com/discussion/are-callbacks-included-in-the-total-number-of-offered-voice-calls-queue-performance-dashboard  
https://community.genesys.com/discussion/customer-first-callback-reporting  

Because of this, using:
Abandoned / (Voice Offered + Callback Offered)  

would likely double count customers who chose a callback, as the same journey can appear in both metrics.

Hopefully this helps, and hopefully someone can add more to this, following this post.

Thanks

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Phaneendra
Technical Solutions Consultant
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