Genesys Cloud - Main

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?

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.  

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?