Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Callbacks Impact on ASA & AHT

    Posted 10-26-2023 18:24
    No replies, thread closed.

    Does anyone know if callbacks metrics such as ASA and AHT are included in the voice channel reporting? If not, would there be a way to include them? Would including them cause a negative impact on the ASA & AHT?


    #Reporting/Analytics


  • 2.  RE: Callbacks Impact on ASA & AHT

    Posted 10-30-2023 19:22
    No replies, thread closed.

    So, are you talking about the actual callback participant or the entire conversation with inbound call, callback, and outbound participants.  I would assume it depends on where you are reporting from.  I can see it affecting the outbound call and callback side of things, but not just the inbound side.  



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



  • 3.  RE: Callbacks Impact on ASA & AHT

    Posted 10-31-2023 12:04
    No replies, thread closed.

    When looking at Queue Performance View. The entire conversation with inbound call, callback, and outbound participants. When the callback is answered, does that reflect against the inbound stats in the ASA?


    Original Message


Related Content