I have a few questions with how people are using this and if they are seeing impacts to EWT presented to customers.

First are you using the same queue as the original call / original callback to send the customer first callback call to? Are you using a flow to update the priority first or direct to queue, if direct to queue how do you ensure it isn't sent to the back of that queue?

Assuming you are updating priority from flow or DataAction from InQueue Flow, are you finding EWT presented is impacted, as I could be wrong, but my understanding with how it is calculated (https://developer.genesys.cloud/routing/routing/estimatedwaittime-v2) is that if you have multiple interactions that push to the front, this will impact that lower quartile value, and make seem like the longer calls are the anomalies and tell the other customers a lower EWT than what they actually should expect.

This also assumes you have a high volume of callbacks, with enough 6+ calling out to customers in a short space of time.

#Reporting/Analytics
#Routing(ACD/IVR)

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Anton Vroon
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Good question, looking forward to seeing if people have noted this and had to workaround it

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 10-09-2024 23:09
From: Anton Vroon
Subject: Customer First Callback Impacts on EWT

I have a few questions with how people are using this and if they are seeing impacts to EWT presented to customers.

First are you using the same queue as the original call / original callback to send the customer first callback call to? Are you using a flow to update the priority first or direct to queue, if direct to queue how do you ensure it isn't sent to the back of that queue?

Assuming you are updating priority from flow or DataAction from InQueue Flow, are you finding EWT presented is impacted, as I could be wrong, but my understanding with how it is calculated (https://developer.genesys.cloud/routing/routing/estimatedwaittime-v2) is that if you have multiple interactions that push to the front, this will impact that lower quartile value, and make seem like the longer calls are the anomalies and tell the other customers a lower EWT than what they actually should expect.

This also assumes you have a high volume of callbacks, with enough 6+ calling out to customers in a short space of time.

#Reporting/Analytics
#Routing(ACD/IVR)

------------------------------
Anton Vroon
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