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  • 1.  Callback metrics in query aggregation

    Posted 20 days ago

    Hi,

    We're experiencing an issue with the callback metrics coming from query aggregation.

    We need to report, on a daily basis, the number of callbacks set on the queue, attempted to the customer, and handled by an agent (both with and without a connected call).
    Which metrics should we use to achieve this? Or maybe we should use other API endpoint than query aggregation to get that data?


    #API/Integrations
    #Reporting/Analytics

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    Wojciech Kraus
    NA
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  • 2.  RE: Callback metrics in query aggregation
    Best Answer

    Posted 19 days ago

    Hi Wojciech,

    Are the queues using "Agent First" or "Customer First" callbacks? In case it is "Agent First" can you try if these 2 metrics can provide the details you are looking for:  

    tFirstConnect

    The amount of time between the start of the callback ACD and the start of the first interact segment on the voice channel.

    tFirstDial

    The amount of time between the start of the callback ACD and the start of the first dialing segment on the voice channel.

    For "Customer First" callbacks, don't think you have any metrics and here is the community thread regarding this (with the link to idea on a-ha) site: https://community.genesys.com/discussion/customer-first-callback-metrics

    Hope this helps. 

    Thanks,



    ------------------------------
    Tatjana Knezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
    ------------------------------

    Original Message


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