Genesys Cloud - Main

Hi All, looking for your feedback please - we have recently turned on the Call Back in Q function, and whilst I believe the biggest impact should be on the Customer Experience, have you seen any impact on the ASA (Average Speed of Answer), or how are you calculating the ASA now? Thanks

If you are using just the built-in callback function, it remains in queue like the original phone call, so you will have similar ASA when the callback is presented to the agent. The main problem right now is that callback requires agents to press the call button, but the first phase of the new callback will dial automatically for the agent.

Hi All, looking for your feedback please - we have recently turned on the Call Back in Q function, and whilst I believe the biggest impact should be on the Customer Experience, have you seen any impact on the ASA (Average Speed of Answer), or how are you calculating the ASA now? Thanks

Thanks Robert, any nailed down date yet for new automated function for the dialing of call back? Tks

If you are using just the built-in callback function, it remains in queue like the original phone call, so you will have similar ASA when the callback is presented to the agent. The main problem right now is that callback requires agents to press the call button, but the first phase of the new callback will dial automatically for the agent.

Hi All, looking for your feedback please - we have recently turned on the Call Back in Q function, and whilst I believe the biggest impact should be on the Customer Experience, have you seen any impact on the ASA (Average Speed of Answer), or how are you calculating the ASA now? Thanks