Genesys Cloud - Main

 View Only

Sign Up

Back to discussions
Expand all | Collapse all

CALLBACK MANAGEMENT

  Thread closed by the administrator, not accepting new replies.

  • 1.  CALLBACK MANAGEMENT

    Posted 09-01-2020 03:58
    No replies, thread closed.
    Hi,

    We are working with the media type Callback since few years.
    1/ We create specific queues for this kind of calls : 
    2/ Since few days we don't have the information in real time for this calls, we are taking the callback answered to calculate our service level ( Check the screen shot with the yellow information °
    3/ The information about answered call disappeared for the media type callback 
    Answered call on the media callback disappeared ( only few calls are OK )

    4/ It's really important for us to understand what happenend with this calls and follow our daily activities


    If you have more information about releases on the reporting side, don't hesitate to contact me. 

    Thank you, 
    Mariama.

    #Reporting/Analytics

    ------------------------------
    Mariama Guiro
    L'Olivier Assurance
    ------------------------------


  • 2.  RE: CALLBACK MANAGEMENT

    Posted 09-01-2020 19:56
    No replies, thread closed.
    I've noticed that since the 27th Aug the answered callbacks count doesn't match the handled callbacks...




    ------------------------------
    Andrew Doller
    Aioi Nissay Dowa Insurance Australia Pty Ltd
    ------------------------------



  • 3.  RE: CALLBACK MANAGEMENT

    Posted 09-01-2020 23:10
    No replies, thread closed.
    We are having the same issue on the Queue Performance.

    This also has impact on the Dashboards when working with the "Answer" metric for Callbacks.

    ------------------------------
    Paulo Mesquita
    Spark NZ Trading
    ------------------------------

    Original Message


  • 4.  RE: CALLBACK MANAGEMENT

    Posted 09-02-2020 07:59
    No replies, thread closed.
    Hello.  Do you have support cases open that detail the change that you're now seeing over the last few days?  If so can you provide me with the case number?   If not can you log a case with details  so we can look into whether there's a discrepancy. Thanks.

    ------------------------------
    Darlene Oordt
    Sr. Director Product Management
    Genesys - Employees
    ------------------------------



  • 5.  RE: CALLBACK MANAGEMENT

    Posted 09-02-2020 08:03
    No replies, thread closed.
    Hi Darlene,

    We have at least 6 cases for this.

    This is affecting data from JUN, JUL and AUG.

    Also, there are other metrics missing:


    ------------------------------
    Paulo Mesquita
    Spark NZ Trading
    ------------------------------

    Original Message


  • 6.  RE: CALLBACK MANAGEMENT

    Posted 09-02-2020 08:12
    No replies, thread closed.
    #0002798742​

    ------------------------------
    Paulo Mesquita
    Spark NZ Trading
    ------------------------------

    Original Message


  • 7.  RE: CALLBACK MANAGEMENT

    Posted 09-02-2020 08:17
    No replies, thread closed.
    Thanks for posting case. I’ll dig into it.


    Original Message


  • 8.  RE: CALLBACK MANAGEMENT

    Posted 09-02-2020 08:28
    No replies, thread closed.
    Paulo. I got an updated from the team. Can you confirm if callbacks from today look correct? A fix went out that should have corrected the behavior for new conversations. Adjusting prior dates data is still in progress.

    Sent from my iPhone


    Original Message


  • 9.  RE: CALLBACK MANAGEMENT

    Posted 09-02-2020 08:35
    No replies, thread closed.
    Yes, callbacks from today and metrics on the dashboards are already working fine.

    ------------------------------
    Paulo Mesquita
    Spark NZ Trading
    ------------------------------

    Original Message


  • 10.  RE: CALLBACK MANAGEMENT

    Posted 09-02-2020 10:07
    No replies, thread closed.

    Thanks for the confirmation.   I'll update with an ETA on the historical metrics. 




    Original Message


  • 11.  RE: CALLBACK MANAGEMENT

    Posted 09-02-2020 08:17
    No replies, thread closed.
    Paulo. Checking with the team now. If you could email me your case numbers that would be appreciated. Darlene.oordt@genesys.com.

    Sent from my iPhone


    Original Message


  • 12.  RE: CALLBACK MANAGEMENT

    Posted 09-02-2020 10:33
    No replies, thread closed.
    Hi all, 

    Here the case number that i opened for the callback management :
    0002798154
    We will check during the day if the information is working properly. 

    Thank you, 
    Mariama.

    ------------------------------
    Mariama Guiro
    L'Olivier Assurance
    ------------------------------

    Original Message


  • 13.  RE: CALLBACK MANAGEMENT

    Posted 09-02-2020 10:36
    No replies, thread closed.
    Hi all,

    Here the case number that i opened for the callback management :
    0002798154
    We will check during the day if the information is working properly.

    Thank you,
    Mariama.

    ------------------------------
    Mariama Guiro
    L'Olivier Assurance
    ------------------------------

    Original Message


Related Content