Genesys Cloud - Main

Hi everyone,

In the Agent Performance Summary view, we noticed that for Callback interactions, the Answer count is much higher than the Handle count. T

From the documentation:

• Answer counts when the agent first connects to the interaction (start).
• Handle counts when the interaction ends, after ACW is completed (end).

Our questions:

1. Is this a normal/expected behavior for Callbacks specifically?
2. Can a callback be counted in Answer but never reach Handle (for example, if the outbound call fails, the customer doesn't answer, or the agent doesn't complete ACW)?
3. Is there a better column or combination of columns to track callback outcomes more accurately?

We're trying to give our supervisors a simple, clear explanation for this gap. Any help or confirmation would be appreciated.

Thanks!

Hi Ragheb,

Yes, this is expected behavior for Callback interactions specifically, and it comes down to what each metric actually measures:

Answered increments the moment an agent accepts/first connects to the interaction - for a callback, that's when the callback task is offered and accepted, before any dial to the customer happens.

Handle only increments once all of the agent's handle segments are complete, which typically means ACW/wrap-up has been submitted.

So to answer your specific questions:

1. Yes - normal/expected for callbacks, because there's a real gap between "agent accepted the callback" and "the interaction fully wrapped up," which doesn't exist (or is much shorter) for a standard inbound call.

2. Yes, a callback can be Answered but never reach Handle. Common causes: the outbound dial to the customer fails (busy/no answer/bad number) after the agent already accepted the task; the agent or interaction disconnects before wrap-up is submitted; or (less callback-specific but worth knowing) the callback is answered near a reporting-interval boundary, so the Handle event lands in the next interval and looks like a mismatch in that interval's summary.

3. For a clearer picture, I'd suggest:

• Filtering by Direction / Initial Direction / ACD (Yes/No) to separate "agent accepted the callback task" from "the outbound leg actually reached the customer."
• - Using the Interactions view with the callback-specific columns "Callback – Time to first dial" and "Callback – Time to first connect" - these track whether the outbound leg actually connected, not just whether the agent accepted it.
• - Spot-checking disconnect type on individual callback interactions in Interaction Details to see exactly why a given one never reached a completed/wrapped-up state.

A simple line for your supervisors: "Answer counts every callback task an agent accepted; Handle only counts the ones that reached a completed wrap-up. The gap is mostly callbacks where the outbound dial didn't connect or ACW wasn't finished."

Hope that helps!