Workforce Engagement Management

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  • 1.  Callback Reporting

    Posted 06-11-2024 17:19

    Hi there,

    We just enabled auto answer/auto dial for call backs and my leadership team is looking to see ROI on it. 

    I know I can use callback-time to answer & callback - time to deliver. 

    However, Is there a way to get a report by agent or by queue that shows when a callback was delivered to an agent and when they ended the callback? Right now, we're only able to pull when the interaction entered the queue to when the agent ended it. 


    #WorkforceManagement
    #Reports
    #Other/NotSure

    ------------------------------
    Jacqueline Turner
    Workflow Coordinator
    NYCM Insurance
    ------------------------------


  • 2.  RE: Callback Reporting

    GENESYS
    Posted 06-12-2024 10:22

    Hi Jacqueline,

    I would also ask this question on the Cloud Main Community to reach the wider audience outside WEM that maybe able to help you.



    ------------------------------
    Tracy
    Genesys
    ------------------------------

    Original Message


  • 3.  RE: Callback Reporting

    Posted 06-12-2024 10:28
    Thank you for your advice, Tracy!  =)
    Jacquie  Turner
    Workflow Coordinator II
    Customer Service

    NYCM Insurance
    1899 Central Plaza East
    Edmeston, NY 13335-0336
    Phone: (800) 234-6926
    Fax: (607) 965-2520

    nycm.com







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