Two questions:

1) Customer First Callbacks used to count as two offered calls in Queue Performance "Voice".  Is that still the case?

2) I could swear Genesys was adding a metric for the specific measurement of how long it took between the moment a customer receives their customer first call back and when an agent actually picks up the phone.  Has that been developed?

Thanks!

Hi Michael

I believe they still do count as offered twice as per the Best Answer on this thread: Customer First Callback Reporting

There is an idea on the Genesys Cloud Product Ideas Lab: Customer first callback Performance Views for specific reporting on Customer First Callbacks, that you may want to vote for and add any use cases you want considered

I am also going to move this thread to the Genesys Cloud Reporting & Analytics Community

Two questions:

1) Customer First Callbacks used to count as two offered calls in Queue Performance "Voice".  Is that still the case?

2) I could swear Genesys was adding a metric for the specific measurement of how long it took between the moment a customer receives their customer first call back and when an agent actually picks up the phone.  Has that been developed?

Thanks!

Thanks Sam!  I voted - - but I could swear I saw somewhere that this was in fact being built.  What's the best way to confirm that?  

Hi Michael

I believe they still do count as offered twice as per the Best Answer on this thread: Customer First Callback Reporting

There is an idea on the Genesys Cloud Product Ideas Lab: Customer first callback Performance Views for specific reporting on Customer First Callbacks, that you may want to vote for and add any use cases you want considered

I am also going to move this thread to the Genesys Cloud Reporting & Analytics Community

Two questions:

1) Customer First Callbacks used to count as two offered calls in Queue Performance "Voice".  Is that still the case?

2) I could swear Genesys was adding a metric for the specific measurement of how long it took between the moment a customer receives their customer first call back and when an agent actually picks up the phone.  Has that been developed?

Thanks!