Genesys Cloud - Main

Hello,

I was wondering if someone could explain to me whether or not the callback countdown timer adds to an agents AHT and/or ACW.

Specifically I'm talking about when a caller elects a callback instead of waiting on queue, and then the callback later arrives to the agent.  There is an option to set a countdown timer for when the callback is coming in, and also after the callback is over.

The agents have the option to let the timers count all the way down.  Right now I believe my organization has it set at 15 seconds on both ends.  If the agent allows the timer to count all the way down, does that add 30 seconds to their AHT/ACW?

Hello Aran, 

Based on the documentation, callbacks are treated as outbound interactions, so their Average Handle Time (AHT) includes talk time, hold time, after-call work (ACW), dialing time, and contacting time.

While it's possible those timers contribute to contacting time, I wasn't able to find documentation that confirms whether they're included in the AHT calculation. 

If you need to know exactly how those timers affect the reported metrics, I'd recommend opening a support case so the behavior can be verified and we can get this documented properly. 

Cheers, 

I also checked this using the Ask Me Anything assistant in the Orchestrators Portal, and I came to the same conclusion as Cameron.

Based on the available documentation, callbacks are treated as outbound interactions, and AHT includes Talk Time, Hold Time, ACW, Dialing Time, and Contacting Time.

However, I couldn't find any documentation that explicitly confirms whether the preview countdown timer or the post callback countdown timer are included in the AHT calculation.

So I completely agree with Cameron's recommendation. If you need a definitive answer for this specific behavior, opening a Customer Care case is probably the best approach. That way, Engineering can confirm the behavior, and hopefully the documentation can be updated to clarify it for everyone.