Genesys Cloud - Main

Hello,

One of the callback queues operates on a Customer First principle, but the SLA information is missing from the reports. When it was running on Agent First, the SLA was calculated successfully. What could be the reason why it is no longer calculating?

Hi Beka,

My understanding is this is related to a known limitation with Customer First callbacks that Genesys Product Management has confirmed on the community. With Customer First, the platform handles the initial call to the customer itself, so there's no agent-side answer tracking for that callback object since the platform manages the answer portion of the conversation. This is likely why SLA isn't calculating correctly, since it depends on that offer/answer tracking which exists for Agent First but not Customer First.

Genesys has also acknowledged there's a gap in tracking the time between customer connection and agent pickup for Customer First callbacks, and they're working on enhanced metrics for a future release.

If this persists, it may also be worth logging a support case so Genesys can review your specific queue configuration and confirm whether this is expected behavior or a bug.

Reference: https://community.genesys.com/discussion/customer-first-callback-reporting

Hope this helps!