Upcoming Feature: Dedicated Callback Reporting & Analytics Updates
We are introducing dedicated lifecycle-based callback reporting in Genesys Cloud. This update provides true customer wait-time tracking, discrete attempt and outcome reporting, dedicated queue views, and separates Customer First Callback (CFC) metrics from standard voice reporting.
What's new
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True Virtual Wait Time: Tracks customer wait from initial request to connection with an agent across all attempts.
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Attempt & Outcome Visibility: Report directly on callback attempts, schedules, and outcomes (Connected, Abandoned Reach, Not Reached).
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Virtual Wait SLA Option: An opt-in setting in Analytics Settings that measures callback service level against actual customer wait time.
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Callbacks Performance Tab: A dedicated view in Queue Performance to monitor callback metrics directly.
- Separated CFC Voice Metrics: Second-pass CFC legs are separated from standard voice counts, giving you clean, uninflected inbound metrics and dedicated callback reporting.
Transition guide
This guide explains what is changing in callback reporting, who is affected, and what to do about it.
Who this affects
This applies to you if you use Customer First Callback (CFC), the callback type where the system calls the customer first and then connects the call to an agent.
If you only use Agent First Callback (AFC), where an agent places the outbound call to the customer, these changes do not affect you.
What to do
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Expect your CFC queues to show lower Offered, ACD, Answered, Abandon, and Flow Out values. The activity did not disappear, it moved to its own callback-specific counts.
What's changing: reporting values
Today, a CFC callback involves a “second pass” call leg: after the system reaches the customer, that call is routed back through the queue a second time to find an agent. Historically, that second pass activity has been counted together with your regular, first-time call activity.
With this release, that second pass activity is being broken out into its own separate counts, instead of being folded into your standard numbers.
What you'll see
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Your CFC queues' Offered, ACD, Answered, Abandon, and Flow Out values may drop after this change goes live.
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That same activity is now viewable on its own, as dedicated callback counts, so you can still see it, just separately from your regular call metrics.
Why we made this change
Blending the second pass activity into standard call metrics could make a queue's call performance look better or worse than what customers actually experienced on their first-time calls. Separating the two gives you a cleaner, more accurate view of both your regular call activity and your callback activity on their own terms.
If you need the combined total
If a dashboard, report, or business metric depends on the old combined number, you can recreate it by adding the standard value and the new callback-specific value back together using a custom calculation.
What's changing: service level (SLA)
We recommend opting in to the new service level calculation option for callbacks, called Use Callback Virtual Wait SLA.
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This release introduces Virtual Wait: the time from when the callback is created and enters the queue until the customer is actually connected with an agent, regardless of how many attempts or steps it took to get there. It's meant to be an honest measure of how long the customer actually waited for their callback.
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The new SLA option lets you calculate callback service level against this Virtual Wait time instead of the standard wait-to-answer time. In effect, you're choosing what the SLA clock is measuring: a specific answer event, or the customer's full wait for their callback.
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Turning this on will immediately change your reported service level values for the callback media type. This is expected: it's measuring something different, and for callbacks a more accurate reflection of customer wait, not a data issue.
Sign up for a chance to be selected for our Beta.
Learn more
We will share another update as we get closer to General Availability. Stay tuned!
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#Roadmap/NewFeatures
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Sherlaine Lau
Staff Product Manager - Callbacks