Hi there,

Two questions:

1. A customer can choose to receive a callback at different times (potentially at 2 minutes, potentially at 10 minutes, etc).  I know we can view ASA on the queue performance dashboard when filtered to Voice, which my understanding only includes answered calls - - and we can also view ASA when filtered to callbacks which is the time between when the customer selected a callback to when we call them back.  Is the time prior to the customer choosing the callback (that 2 minute wait time or 10 min wait time as in the examples above) visible in either of those ASA calculations?  And if not, does that live somewhere else (interactions)?
2. Has anyone found that there are any inefficiencies or wasted time when using callbacks?  Overall I believe it's an amazing benefit for our customers and I'm happy we introduced the option, but seconds are precious and our wait times overall are way too high, so I'm just looking for ways to get time back for the company and our customers.  For the agent first callback I just reduced the countdown (prior to call) to one second, and I'm testing customer first callbacks in one of our queues, but any other suggestions are appreciated!

Thanks in advance

#Reporting/Analytics

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Michael Nahass
NA
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Hi Michael, you are correct that ASA is only based on answered interactions.

As a callback is classed as a flow-out, you could use the Avg Flow-Out column to see the average amount of time an interaction spends in queue before it flows out, but this would be all flow-outs, so depends on if you have any other flow-outs configured.

With regards to question 2, I will leave that to the community to comment on their experiences with call backs.

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 03-19-2025 09:07
From: Michael Nahass
Subject: Callbacks - Impact on ASA

Hi there,

Two questions:

1. A customer can choose to receive a callback at different times (potentially at 2 minutes, potentially at 10 minutes, etc).  I know we can view ASA on the queue performance dashboard when filtered to Voice, which my understanding only includes answered calls - - and we can also view ASA when filtered to callbacks which is the time between when the customer selected a callback to when we call them back.  Is the time prior to the customer choosing the callback (that 2 minute wait time or 10 min wait time as in the examples above) visible in either of those ASA calculations?  And if not, does that live somewhere else (interactions)?
2. Has anyone found that there are any inefficiencies or wasted time when using callbacks?  Overall I believe it's an amazing benefit for our customers and I'm happy we introduced the option, but seconds are precious and our wait times overall are way too high, so I'm just looking for ways to get time back for the company and our customers.  For the agent first callback I just reduced the countdown (prior to call) to one second, and I'm testing customer first callbacks in one of our queues, but any other suggestions are appreciated!

Thanks in advance

#Reporting/Analytics

------------------------------
Michael Nahass
NA
------------------------------