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  • 1.  Callback Reporting

    Posted 06-12-2024 10:27
    No replies, thread closed.

    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. 

    #Reporting/Analytics
    #Unsure/Other

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    Jacqueline Turner
    Workflow Coordinator
    NYCM Insurance
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  • 2.  RE: Callback Reporting
    Best Answer

    Posted 06-17-2024 00:07
    No replies, thread closed.

    Those should really be part of the Agent Performance columns.  I'll talk to the PM about that.  For now, you could filter for callbacks and show the Total Alert to get the time before they accept the Callback.  Then you can show the Total dialing for the time from pickup to dial and connect to customer. If we had our custom columns, we could come up with our own but not quite yet on those.  @Sachi Pradhan, do you know if that is planned?



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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