Genesys Cloud - Main

FYI @Mariagisella Giorgiani . I know one of your customers uses the API to build their own reports for Callbacks. We are changing the metric name that they currently use. The old ones are still available but we will remove them as we get closer to GA. We should switch them over to use the new names. No change in how the values are calculated.

any update on when this is GA?

FYI @Mariagisella Giorgiani . I know one of your customers uses the API to build their own reports for Callbacks. We are changing the metric name that they currently use. The old ones are still available but we will remove them as we get closer to GA. We should switch them over to use the new names. No change in how the values are calculated.

Hi,

Given that this has been rolled out.

We've noticed that some customers retrospective callsbacks have been updated. Some customers have seen these callback segments on the 11th Of January 2024 in 11:00AM Sydney Timezone (10th January 2024 00:00 UTC) - Just wanted to confirm is this consistent across all regions?

And is there a plan to retrospectively update callbacks in the past - if so, what is the rollout plan.

------------------------------
Stephen Irecki
eMite Pty Ltd
------------------------------

Thats right. Callbacks will be updated retroactively to showcase these new metrics. It will be the same across all regions. The retroactive updates will happen in batches and will take more than a month+ to finish up. The recent the Callbacks, the sooner they will update. Updates will go up to mid Aug, 2020 when a core change was done in the platform to enable some of these capabilities to be built. 

Hi,

Given that this has been rolled out.

We've noticed that some customers retrospective callsbacks have been updated. Some customers have seen these callback segments on the 11th Of January 2024 in 11:00AM Sydney Timezone (10th January 2024 00:00 UTC) - Just wanted to confirm is this consistent across all regions?

And is there a plan to retrospectively update callbacks in the past - if so, what is the rollout plan.

------------------------------
Stephen Irecki
eMite Pty Ltd

Thats right. Callbacks will be updated retroactively to showcase these new metrics. It will be the same across all regions. The retroactive updates will happen in batches and will take more than a month+ to finish up. The recent the Callbacks, the sooner they will update. Updates will go up to mid Aug, 2020 when a core change was done in the platform to enable some of these capabilities to be built. 

Hi,

Given that this has been rolled out.

We've noticed that some customers retrospective callsbacks have been updated. Some customers have seen these callback segments on the 11th Of January 2024 in 11:00AM Sydney Timezone (10th January 2024 00:00 UTC) - Just wanted to confirm is this consistent across all regions?

And is there a plan to retrospectively update callbacks in the past - if so, what is the rollout plan.

------------------------------
Stephen Irecki
eMite Pty Ltd

Good morning  I have had the following from a Client in relation to the change.                                                             I don't think its really helped anything though and Genesys have simply removed the time spent on a callback from all Agent or Queue performance reports. The new metric isn't available in those views at all so we cant even reconstruct the data. The only place I can see Active Total Callback is within the Interactions view which you cant really use for reporting and no manager can self-serve that information anymore.

Its quite a big oversight to simply remove all of the handling time from the performance views without an option to show it under a different metric.

Thanks for the feedback @Katalin Kalamasz @Richard Chandler. As Richard mentioned, the direction is for customers to look at the voice channel to get a sense of the interacting times for Callbacks that are now in active dialing/interacting with the customer. We probably need to provide some more signals there to let users know which ones are part of a Callback. I will take this up with our analytics team to see what we can do here. 

cc @Ryan Legner

Good morning  I have had the following from a Client in relation to the change.                                                             I don't think its really helped anything though and Genesys have simply removed the time spent on a callback from all Agent or Queue performance reports. The new metric isn't available in those views at all so we cant even reconstruct the data. The only place I can see Active Total Callback is within the Interactions view which you cant really use for reporting and no manager can self-serve that information anymore.

Its quite a big oversight to simply remove all of the handling time from the performance views without an option to show it under a different metric.

Hi,

Firstly, let me say thank you for rolling this out, very much needed!

Now, for the concerns / issues...😯

1. As others have noted, the new metrics are not available in the summary views, which is a shame. For example, if I look at Queue Performance Summary, I can see AHT and THT, but not the new metrics broken out.
2. This may not be new, but we have just noticed it. Bear with me here as it takes some explaining. I have a customer who (fairly regularly) transfers calls from one Queue to another. This is done via a "dummy" number, so the call gets all the flow treatments, including the offering of callbacks. OK, so we have noticed some weird behavior. Let us assume a call Goes into Queue A first, and is then transferred to Queue B. Whilst waiting in Queue B, a callback is offered and set up. (So the callback has nothing to do with Queue A). If you look at the Queue Performance Summary, filtered to show only callbacks, the call does not show for Queue A, but if you drill down into the Queue Interaction Details for Queue A, again filtered for callbacks, it does!
   Similarly, it would seem that the call statistics shown in the Performance Summary relate only to that part of the call that was handled by an agent in that queue, but the Queue Interaction Details shows statistics relating to the entire call.

This is causing some confusion. It came up because the lack of Callback Data showing in the Performance Summary (which is what is wanted) has necessitated te exporting of the Queue Details and it has not been possible to get the numbers to agree!

Help! (Yes, we have a ticket open with Care about this...)

As others have noted, the new metrics are not available in the summary views, which is a shame. For example, if I look at Queue Performance Summary, I can see AHT and THT, but not the new metrics broken out.

We are taking a look at some options here. The initial goal was let's not double count things and let's show the actual picture of what an agent is doing with a Callback. The new metric ( Active Total Callback ) wasn't exposed here since its already captured in the call leg for an an agent handling the Callback ( The actual outbound call that the agent is initiating to complete the Callback request )

On the second point, lets see what care says. They might pull in the respective teams to dig into this further.  

Hi,

Firstly, let me say thank you for rolling this out, very much needed!

Now, for the concerns / issues...😯

1. As others have noted, the new metrics are not available in the summary views, which is a shame. For example, if I look at Queue Performance Summary, I can see AHT and THT, but not the new metrics broken out.
2. This may not be new, but we have just noticed it. Bear with me here as it takes some explaining. I have a customer who (fairly regularly) transfers calls from one Queue to another. This is done via a "dummy" number, so the call gets all the flow treatments, including the offering of callbacks. OK, so we have noticed some weird behavior. Let us assume a call Goes into Queue A first, and is then transferred to Queue B. Whilst waiting in Queue B, a callback is offered and set up. (So the callback has nothing to do with Queue A). If you look at the Queue Performance Summary, filtered to show only callbacks, the call does not show for Queue A, but if you drill down into the Queue Interaction Details for Queue A, again filtered for callbacks, it does!
   Similarly, it would seem that the call statistics shown in the Performance Summary relate only to that part of the call that was handled by an agent in that queue, but the Queue Interaction Details shows statistics relating to the entire call.

This is causing some confusion. It came up because the lack of Callback Data showing in the Performance Summary (which is what is wanted) has necessitated te exporting of the Queue Details and it has not been possible to get the numbers to agree!

Help! (Yes, we have a ticket open with Care about this...)

As others have noted, the new metrics are not available in the summary views, which is a shame. For example, if I look at Queue Performance Summary, I can see AHT and THT, but not the new metrics broken out.

We are taking a look at some options here. The initial goal was let's not double count things and let's show the actual picture of what an agent is doing with a Callback. The new metric ( Active Total Callback ) wasn't exposed here since its already captured in the call leg for an an agent handling the Callback ( The actual outbound call that the agent is initiating to complete the Callback request )

On the second point, lets see what care says. They might pull in the respective teams to dig into this further.  

Hi,

Firstly, let me say thank you for rolling this out, very much needed!

Now, for the concerns / issues...😯

1. As others have noted, the new metrics are not available in the summary views, which is a shame. For example, if I look at Queue Performance Summary, I can see AHT and THT, but not the new metrics broken out.
2. This may not be new, but we have just noticed it. Bear with me here as it takes some explaining. I have a customer who (fairly regularly) transfers calls from one Queue to another. This is done via a "dummy" number, so the call gets all the flow treatments, including the offering of callbacks. OK, so we have noticed some weird behavior. Let us assume a call Goes into Queue A first, and is then transferred to Queue B. Whilst waiting in Queue B, a callback is offered and set up. (So the callback has nothing to do with Queue A). If you look at the Queue Performance Summary, filtered to show only callbacks, the call does not show for Queue A, but if you drill down into the Queue Interaction Details for Queue A, again filtered for callbacks, it does!
   Similarly, it would seem that the call statistics shown in the Performance Summary relate only to that part of the call that was handled by an agent in that queue, but the Queue Interaction Details shows statistics relating to the entire call.

This is causing some confusion. It came up because the lack of Callback Data showing in the Performance Summary (which is what is wanted) has necessitated te exporting of the Queue Details and it has not been possible to get the numbers to agree!

Help! (Yes, we have a ticket open with Care about this...)

Hello  I have had the following statement from my  customer today. 

I'd like an explanation from Genesys about how we are to report on the amount of time agents spend on Callbacks following this feature release.

We can still report on the callback time outside of the call but I'd like confirmation from them about how we are to provide the complete time spent by agents going fwd.

There is no way to specifically identify Callback calls if we run the Voice media type and try to obtain the data from there. But even if we could, we'd still need to combine that with a Callback report and manually process the data outside of Genesys.

If this is that way they expect us to work going forward following their 'upgrade', it would be good to have that from them.

can you assist?

Thanks

As others have noted, the new metrics are not available in the summary views, which is a shame. For example, if I look at Queue Performance Summary, I can see AHT and THT, but not the new metrics broken out.

We are taking a look at some options here. The initial goal was let's not double count things and let's show the actual picture of what an agent is doing with a Callback. The new metric ( Active Total Callback ) wasn't exposed here since its already captured in the call leg for an an agent handling the Callback ( The actual outbound call that the agent is initiating to complete the Callback request )

On the second point, lets see what care says. They might pull in the respective teams to dig into this further.  

Hi,

Firstly, let me say thank you for rolling this out, very much needed!

Now, for the concerns / issues...😯

1. As others have noted, the new metrics are not available in the summary views, which is a shame. For example, if I look at Queue Performance Summary, I can see AHT and THT, but not the new metrics broken out.
2. This may not be new, but we have just noticed it. Bear with me here as it takes some explaining. I have a customer who (fairly regularly) transfers calls from one Queue to another. This is done via a "dummy" number, so the call gets all the flow treatments, including the offering of callbacks. OK, so we have noticed some weird behavior. Let us assume a call Goes into Queue A first, and is then transferred to Queue B. Whilst waiting in Queue B, a callback is offered and set up. (So the callback has nothing to do with Queue A). If you look at the Queue Performance Summary, filtered to show only callbacks, the call does not show for Queue A, but if you drill down into the Queue Interaction Details for Queue A, again filtered for callbacks, it does!
   Similarly, it would seem that the call statistics shown in the Performance Summary relate only to that part of the call that was handled by an agent in that queue, but the Queue Interaction Details shows statistics relating to the entire call.

This is causing some confusion. It came up because the lack of Callback Data showing in the Performance Summary (which is what is wanted) has necessitated te exporting of the Queue Details and it has not been possible to get the numbers to agree!

Help! (Yes, we have a ticket open with Care about this...)

The Interactions View page will be the best place to pull the data on how long Agents spend handling a Callback ( and the corresponding Call when they start dialing the customer ). The 'Total Handle' column will contain the combined handle time without the double count that we were seeing before. 

------------------------------
Sachi Pradhan
Product@Genesys
[https://twitter.com/pradhan_sabya]
[https://www.linkedin.com/in/sachipradhan/]
------------------------------


Original Message:
Sent: 02-21-2024 10:36
From: Bill Gleeson
Subject: Callback Handle Times

Hello  I have had the following statement from my  customer today. 

I'd like an explanation from Genesys about how we are to report on the amount of time agents spend on Callbacks following this feature release.

We can still report on the callback time outside of the call but I'd like confirmation from them about how we are to provide the complete time spent by agents going fwd.

There is no way to specifically identify Callback calls if we run the Voice media type and try to obtain the data from there. But even if we could, we'd still need to combine that with a Callback report and manually process the data outside of Genesys.

If this is that way they expect us to work going forward following their 'upgrade', it would be good to have that from them.

can you assist?

Thanks

------------------------------
Bill Gleeson
Connect Managed Services (UK) Limited


Original Message:
Sent: 02-14-2024 17:25
From: Sabyasachi Pradhan
Subject: Callback Handle Times

As others have noted, the new metrics are not available in the summary views, which is a shame. For example, if I look at Queue Performance Summary, I can see AHT and THT, but not the new metrics broken out.

We are taking a look at some options here. The initial goal was let's not double count things and let's show the actual picture of what an agent is doing with a Callback. The new metric ( Active Total Callback ) wasn't exposed here since its already captured in the call leg for an an agent handling the Callback ( The actual outbound call that the agent is initiating to complete the Callback request )

On the second point, lets see what care says. They might pull in the respective teams to dig into this further.  

------------------------------
Sachi Pradhan
Product@Genesys
[https://twitter.com/pradhan_sabya]
[https://www.linkedin.com/in/sachipradhan/]


Original Message:
Sent: 02-14-2024 15:14
From: Paul Simpson
Subject: Callback Handle Times

Hi,

Firstly, let me say thank you for rolling this out, very much needed!

Now, for the concerns / issues...😯

1. As others have noted, the new metrics are not available in the summary views, which is a shame. For example, if I look at Queue Performance Summary, I can see AHT and THT, but not the new metrics broken out.
2. This may not be new, but we have just noticed it. Bear with me here as it takes some explaining. I have a customer who (fairly regularly) transfers calls from one Queue to another. This is done via a "dummy" number, so the call gets all the flow treatments, including the offering of callbacks. OK, so we have noticed some weird behavior. Let us assume a call Goes into Queue A first, and is then transferred to Queue B. Whilst waiting in Queue B, a callback is offered and set up. (So the callback has nothing to do with Queue A). If you look at the Queue Performance Summary, filtered to show only callbacks, the call does not show for Queue A, but if you drill down into the Queue Interaction Details for Queue A, again filtered for callbacks, it does!
   Similarly, it would seem that the call statistics shown in the Performance Summary relate only to that part of the call that was handled by an agent in that queue, but the Queue Interaction Details shows statistics relating to the entire call.

This is causing some confusion. It came up because the lack of Callback Data showing in the Performance Summary (which is what is wanted) has necessitated te exporting of the Queue Details and it has not been possible to get the numbers to agree!

Help! (Yes, we have a ticket open with Care about this...)

------------------------------
Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.

The Interactions View page will be the best place to pull the data on how long Agents spend handling a Callback ( and the corresponding Call when they start dialing the customer ). The 'Total Handle' column will contain the combined handle time without the double count that we were seeing before. 

Hello  I have had the following statement from my  customer today. 

I'd like an explanation from Genesys about how we are to report on the amount of time agents spend on Callbacks following this feature release.

We can still report on the callback time outside of the call but I'd like confirmation from them about how we are to provide the complete time spent by agents going fwd.

There is no way to specifically identify Callback calls if we run the Voice media type and try to obtain the data from there. But even if we could, we'd still need to combine that with a Callback report and manually process the data outside of Genesys.

If this is that way they expect us to work going forward following their 'upgrade', it would be good to have that from them.

can you assist?

Thanks

As others have noted, the new metrics are not available in the summary views, which is a shame. For example, if I look at Queue Performance Summary, I can see AHT and THT, but not the new metrics broken out.

We are taking a look at some options here. The initial goal was let's not double count things and let's show the actual picture of what an agent is doing with a Callback. The new metric ( Active Total Callback ) wasn't exposed here since its already captured in the call leg for an an agent handling the Callback ( The actual outbound call that the agent is initiating to complete the Callback request )

On the second point, lets see what care says. They might pull in the respective teams to dig into this further.  

Hi,

Firstly, let me say thank you for rolling this out, very much needed!

Now, for the concerns / issues...😯

1. As others have noted, the new metrics are not available in the summary views, which is a shame. For example, if I look at Queue Performance Summary, I can see AHT and THT, but not the new metrics broken out.
2. This may not be new, but we have just noticed it. Bear with me here as it takes some explaining. I have a customer who (fairly regularly) transfers calls from one Queue to another. This is done via a "dummy" number, so the call gets all the flow treatments, including the offering of callbacks. OK, so we have noticed some weird behavior. Let us assume a call Goes into Queue A first, and is then transferred to Queue B. Whilst waiting in Queue B, a callback is offered and set up. (So the callback has nothing to do with Queue A). If you look at the Queue Performance Summary, filtered to show only callbacks, the call does not show for Queue A, but if you drill down into the Queue Interaction Details for Queue A, again filtered for callbacks, it does!
   Similarly, it would seem that the call statistics shown in the Performance Summary relate only to that part of the call that was handled by an agent in that queue, but the Queue Interaction Details shows statistics relating to the entire call.

This is causing some confusion. It came up because the lack of Callback Data showing in the Performance Summary (which is what is wanted) has necessitated te exporting of the Queue Details and it has not been possible to get the numbers to agree!

Help! (Yes, we have a ticket open with Care about this...)

The Interactions View page will be the best place to pull the data on how long Agents spend handling a Callback ( and the corresponding Call when they start dialing the customer ). The 'Total Handle' column will contain the combined handle time without the double count that we were seeing before. 

Hello  I have had the following statement from my  customer today. 

I'd like an explanation from Genesys about how we are to report on the amount of time agents spend on Callbacks following this feature release.

We can still report on the callback time outside of the call but I'd like confirmation from them about how we are to provide the complete time spent by agents going fwd.

There is no way to specifically identify Callback calls if we run the Voice media type and try to obtain the data from there. But even if we could, we'd still need to combine that with a Callback report and manually process the data outside of Genesys.

If this is that way they expect us to work going forward following their 'upgrade', it would be good to have that from them.

can you assist?

Thanks

As others have noted, the new metrics are not available in the summary views, which is a shame. For example, if I look at Queue Performance Summary, I can see AHT and THT, but not the new metrics broken out.

We are taking a look at some options here. The initial goal was let's not double count things and let's show the actual picture of what an agent is doing with a Callback. The new metric ( Active Total Callback ) wasn't exposed here since its already captured in the call leg for an an agent handling the Callback ( The actual outbound call that the agent is initiating to complete the Callback request )

On the second point, lets see what care says. They might pull in the respective teams to dig into this further.  

Hi,

Firstly, let me say thank you for rolling this out, very much needed!

Now, for the concerns / issues...😯

1. As others have noted, the new metrics are not available in the summary views, which is a shame. For example, if I look at Queue Performance Summary, I can see AHT and THT, but not the new metrics broken out.
2. This may not be new, but we have just noticed it. Bear with me here as it takes some explaining. I have a customer who (fairly regularly) transfers calls from one Queue to another. This is done via a "dummy" number, so the call gets all the flow treatments, including the offering of callbacks. OK, so we have noticed some weird behavior. Let us assume a call Goes into Queue A first, and is then transferred to Queue B. Whilst waiting in Queue B, a callback is offered and set up. (So the callback has nothing to do with Queue A). If you look at the Queue Performance Summary, filtered to show only callbacks, the call does not show for Queue A, but if you drill down into the Queue Interaction Details for Queue A, again filtered for callbacks, it does!
   Similarly, it would seem that the call statistics shown in the Performance Summary relate only to that part of the call that was handled by an agent in that queue, but the Queue Interaction Details shows statistics relating to the entire call.

This is causing some confusion. It came up because the lack of Callback Data showing in the Performance Summary (which is what is wanted) has necessitated te exporting of the Queue Details and it has not been possible to get the numbers to agree!

Help! (Yes, we have a ticket open with Care about this...)