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  • 1.  callback history

    Posted 9 days ago

    hello,

    In the case of scheduled callbacks for inbound calls, how can we retrieve the history of each interaction - that is, how can we get the dates and times of scheduled callbacks, whether completed or in progress, via API or any other method?

    Thanks


    #API/Integrations
    #Reporting/Analytics
    #Routing(ACD/IVR)
    #Telephony
    #Unsure/Other

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    Rihab
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  • 2.  RE: callback history

    Posted 9 days ago

    Hi Rihab

    Hope you are doing well.

    You will be able to view this information using the "Scheduled Callback" workspace, info will be visible in the Scheduled Time column.

    I did a test on my side for an inbound call and able to view the information.  

    Regards

    Stephan



    ------------------------------
    Stephan Taljaard
    NA
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    Original Message


  • 3.  RE: callback history

    Posted 9 days ago

    Hi, I'm good, thanks! Hope you're doing well as well.

    In this view, we only have the active future scheduled callbacks. What I need is to have all scheduled callbacks, both completed and active.

    Thanks



    ------------------------------
    Rihab
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    Original Message


  • 4.  RE: callback history

    Posted 9 days ago

    Hi Rihab

    Doing well, thank you.

    Have you tried the Interaction workspace and select the callback media type?  This should show both completed and active callbacks.  You can also include the callback columns and filter on inbound direction.

    Let me know if this helps.  

    Regards

    Stephan



    ------------------------------
    Stephan Taljaard
    NA
    ------------------------------

    Original Message


  • 5.  RE: callback history

    Posted 9 days ago

    Hi @Rihab BEN MALEK

    I don't know if suits your need, but you can filter interactions by media, check two exemples:

    Interactions view:

    Queue view:
    This data can also be collected in APIs.



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    Debora Lopes
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    Original Message


  • 6.  RE: callback history

    Posted 8 days ago

    hello @Debora Lopes @Stephan Taljaard

    I've already tried all of this, but the issue is that it concerns a web callback queue.
    So if we schedule another callback for a web-callback interaction, we can't distinguish between the two unless we access the timeline of each interaction.

    I didn't find a way to identify the history of the scheduled callbacks for a web-callback interaction.

    I also tried to look for something in the API Explorer.



    ------------------------------
    Rihab
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    Original Message


  • 7.  RE: callback history
    Best Answer

    Posted 5 days ago

    Hello Rihab

    This is noted, thank you for the clarification on this.  I have not used the web callback before and unable to test it at the moment.

    I had a look on the developer portal and noticed that you can either created a new call back, or create an additional callback for an existing conversation.  This means that the original call and callback is viewed as one conversation.  I'm not sure if you are using the Genesys Cloud Widget or the API's to create the callback.

    Don't know if there is perhaps anyone else in the community that has encountered this before and able to advise whether its possible to view the stats separate.

    Apologies for not being able to assist you with a solution.

    Regards

    Stephan



    ------------------------------
    Stephan Taljaard
    NA
    ------------------------------

    Original Message


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