Hi!
- If we answer a callback, will this call impact SLA (ASA, Abandon Rate)? - If you offer callback before SLA threshold is met, then you risk decreasing your SL% metric. In our company we have 60sec threshold and we ask our users to set it up not earlier than 45 seconds. Interactions which used the callback flow are not included in voice ASA or Abandon Rate. They are count in the metric called Flow-Out. To learn about ASA for already "converted" interactions, you can use callback media type filter.
- what will be affected if call back is rejected by the agent. - The interaction will go back to queue saving the priority (please correct me if I'm wrong) and count as offered again and all relevant metrics will apply, but only for the callback media type.
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Ekaterina Kononova
Product Specialist | Data, Analytics & Quality Management
Sweden
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Original Message:
Sent: 10-28-2024 04:17
From: Suraj Singh Bhandari
Subject: Callback After effect
Hello Team I have few question regarding the Callback feature we are using in Genesys Cloud Architect. Please help me on this
for Callback,
- If we answer a callback, will this call impact SLA (ASA, Abandon Rate)?
- what will be affected if call back is rejected by the agent.
#ArchitectureandDesign
#Connect with a Customer (NEW)
#Reporting/Analytics
#Unsure/Other
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Suraj Singh Bhandari
NA
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