Genesys Cloud - Main

Hi everyone,

I have some doubts regarding how Genesys Cloud calculates and presents queue performance statistics, especially when callbacks are involved.

We have an IVR offering two types of callbacks:

1. Callback when the service is closed
2. Callback requested while the customer is waiting in the queue, after a certain amount of time

When analyzing the Performance views, I have the impression that the Abandoned metric may include callback requests made from the queue.

Could you please clarify the following points?

1. Abandoned vs. Callback requests

Does the Abandoned metric include interactions where the customer requested a callback while waiting in the queue?

If so, how can we distinguish between:

• Genuine abandoned calls where the customer simply hung up while waiting
• Customers who requested a callback and therefore left the queue
• Callback requests that are still waiting to be processed

Ideally, we would like to have separate metrics/columns showing:

• True abandoned calls in queue (without callback request)
• Number of callback requests made from the queue
• Number of callbacks still pending / not yet processed

2. Reason for the interaction ending

Is there a way to create metrics that distinguish between:

• Customer hung up while waiting in queue
• Call/interation was terminated by the system or queue
• Customer requested a callback
• Customer requested a callback and the callback was subsequently accepted/handled

What would be the recommended Genesys Cloud metrics or filters to achieve this?

3. How are callbacks counted?

When a callback is eventually initiated and an agent answers the outbound callback:

• Is the resulting interaction counted in ANSWERED?
• Or is it counted only in HANDLED?
• How should we interpret these metrics for queue reporting?

4. Pending callbacks at the end of the day

Is there a standard way in Genesys Cloud to determine, at the end of the business day:

How many callback requests are still pending and have not yet been processed?

We need this information to decide whether these callbacks should be handled before the service closes.

5. Service level / custom calculation

Finally, we would like to calculate a custom service level / KPI based on:

Handled calls / (Calls entering the queue − callback requests made from the queue)

In other words, callback requests should not be considered as abandoned calls when calculating the percentage of calls handled.

What would be the recommended way to build this KPI in Genesys Cloud Performance views, Analytics, or Architect?

If there are specific conversation filters, interaction properties, wrap-up codes, flow outcomes, or Analytics API metrics that should be used for this purpose, I would really appreciate some guidance.

Thanks in advance for your help!

Hi Ragheb,

When a callback is offered in the queue and the customer accepts it, it is not counted as an abandonment, but rather as a flowout.

As a best practice, when working with callbacks, we always use a separate callback queue. This prevents callbacks from impacting wait-time metrics and also makes it much easier to view callback-specific reports in a simple and organized way.

In the context of an callback that was placed in a queue, a callback is counted as Answered at the moment the agent accepts the callback interaction. And a callback is counted as Handled when the agent has completed all the work associated with it. This includes time spent contacting, dialing, talking, placing holds, or doing after-call work.

For data on active callbacks, you have two options: either create a separate queue to receive all callbacks, or monitor them through the Scheduled Callbacks report.

You also have the option of excluding flowouts from your service level calculation:

Hope this helps you.

Please let me know if there are any questions I haven't answered.