Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Callback Reporting

    Posted 02-25-2022 12:52
    No replies, thread closed.
    Good afternoon,

    I am receiving questions on how to calculate the numbers of interactions for a queue with call back activated.  Specifically, how to balance the interactions received against the interactions answered, abandoned, flow-out to other queue, voice mail, or call back request. Also, how to review all call back interactions or voice mail interactions that were presented to the queue and how to quickly verify that all interactions were responded to appropriately. Is this something that is easily available out of the box or is something more custom required?  Please point us in the right direction.

    Thank you,

    James Starling
    Consumer Lending Process Development Manager
    Alaska USA Federal Credit Union
    j.starling@alaskausa.org


    #Reporting/Analytics

    ------------------------------
    James Starling
    Special Credits Process Development Manager
    Alaska USA Federal Credit Union
    j.starling@alaskausa.org
    Anchorage, AK
    ------------------------------


  • 2.  RE: Callback Reporting

    Posted 02-26-2022 12:35
    No replies, thread closed.
    Two things.  

    1. Use Milestones
    While milestones reporting is not quite out, you could use a milestone to signify when that is chosen by the caller.

    2. Filter for direction
    In the Queue or Interactions view, filter for Direction as Outbound and Initial Direction as Inbound.  That should get you the callbacks.  



    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


Related Content