Genesys Cloud - Main

Dear Community,

I need your help regarding Call Back.

The Managers need to report on the following topics knowing that agent behaviours with that Call Back can strongly impact the productivity, the service availability ant the CX.

By Queue and/or By Agent :

 

• (Average) elapsed time for a handled Call Back ? Service Level ?
• Knowing that metrics SL% and ASA are mentioned as only applicable for inbound calls (?)
• On a total number of Call Backs : what is the break down ?
• How many  Call Backs are Dialed and effectively with conversation ?
• How many Call Backs are Dialed without conversation ?
• Rescheduled
• Not rescheduled
• How many Call Backs are Alerted and Declined by the agents ?
• How many Call Backs are Answered and Ended without being Dialed by the agents ?

How can we report based on Performance Views or Standard Reports ?
What would be the metric names in case of API usage ?

Thanks already for your help.
Olivier
#Reporting/Analytics

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Olivier De Brauwer
AXA Insurance Belgium
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@Darlene Oordt any ideas? ​

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George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
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Dear Olivier,

It is potentially possible to create such a custom report, but only by interacting directly with the API to fetch all the data and then parse and differentiate your Callback interactions.You should look into the Conversation Aggregate query and differentiate on MediaType.

We haven't created this is a package yet, so unfortunately we can't provide you with a productized customization. If you have the knowledge, you can create a custom report yourself or reach out for consultancy services.

Hope this helps

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