Genesys Cloud - Main

Hello everyone,

We're new to Genesys and coming from a phone system that did not offer callbacks to our callers. For those that offer callbacks, I'm curious, do you include them in the denominator of your service level calculation? I see that Genesys offers you the ability to customize this calculation and I'm trying to get a pulse on how others handle it. I'm specifically curious about healthcare customers being one myself!

Best,

Scott

#Reporting/Analytics

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Scott Blanchard
Rush System for Health d/b/a Rush University System for Health
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We do include them in the denominator of our service level calculation.  this is my third Health Care related company I have supported and the callbacks have been included in the denominator for all three.  Keep in mind that an In Queue callback and a Before Queue callback are may count differently so you want to make sure you are not double-counting the In-Queue callback interactions.  

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Gina Palmer
Manager, Workforce Management
Papa, Inc.
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