When using customer first callback, we are seeing the queue performance (voice) double count each call.  This is happening whether we send the voice call to queue or to an inbound flow to play a message first.  Has anyone else experienced this and have you found any workarounds?  

When using customer first callback, we are seeing the queue performance (voice) double count each call.  This is happening whether we send the voice call to queue or to an inbound flow to play a message first.  Has anyone else experienced this and have you found any workarounds?  

When using customer first callback, we are seeing the queue performance (voice) double count each call.  This is happening whether we send the voice call to queue or to an inbound flow to play a message first.  Has anyone else experienced this and have you found any workarounds?  

Yes this is expected for now and we are working on a feature to rectify this.  Customer first callbacks utilize the system to place the call to a customer and then route that call through the ACD queue to select an agent.  Both that callback and call object are then assigned to the agent through the queue which adds to your offer count.  Technically this is correct because it is new offered volume into the queue, but it's distinctly different than a customer calling in and waiting.  After customer feedback, we're working on a feature to suppress those counts for those system routed objects that customer first callbacks create to select an agent.  We're planning on adding more detailed metrics around the automatic calls being placed from customer first callbacks in a future release as well.

When using customer first callback, we are seeing the queue performance (voice) double count each call.  This is happening whether we send the voice call to queue or to an inbound flow to play a message first.  Has anyone else experienced this and have you found any workarounds?  

Yes this is expected for now and we are working on a feature to rectify this.  Customer first callbacks utilize the system to place the call to a customer and then route that call through the ACD queue to select an agent.  Both that callback and call object are then assigned to the agent through the queue which adds to your offer count.  Technically this is correct because it is new offered volume into the queue, but it's distinctly different than a customer calling in and waiting.  After customer feedback, we're working on a feature to suppress those counts for those system routed objects that customer first callbacks create to select an agent.  We're planning on adding more detailed metrics around the automatic calls being placed from customer first callbacks in a future release as well.

When using customer first callback, we are seeing the queue performance (voice) double count each call.  This is happening whether we send the voice call to queue or to an inbound flow to play a message first.  Has anyone else experienced this and have you found any workarounds?  

Yes this is expected for now and we are working on a feature to rectify this.  Customer first callbacks utilize the system to place the call to a customer and then route that call through the ACD queue to select an agent.  Both that callback and call object are then assigned to the agent through the queue which adds to your offer count.  Technically this is correct because it is new offered volume into the queue, but it's distinctly different than a customer calling in and waiting.  After customer feedback, we're working on a feature to suppress those counts for those system routed objects that customer first callbacks create to select an agent.  We're planning on adding more detailed metrics around the automatic calls being placed from customer first callbacks in a future release as well.

When using customer first callback, we are seeing the queue performance (voice) double count each call.  This is happening whether we send the voice call to queue or to an inbound flow to play a message first.  Has anyone else experienced this and have you found any workarounds?  

When using customer first callback, we are seeing the queue performance (voice) double count each call.  This is happening whether we send the voice call to queue or to an inbound flow to play a message first.  Has anyone else experienced this and have you found any workarounds?  

Do we know if handle time on the queue performance (voice) is also impacted by the customer first callback?  We've been using agent first callbacks for months and are just testing the customer first callback now, and seeing increase handle time.  I'm wondering if the time between customer connection (when we call them back) and when the next agent grabs that call counts towards handle time.

I'm also wondering if you or anyone knows how to track that time that I'm referring to - - between customer connection and when the next agent grabs the call.  Obviously that time is critical for the customer experience and I can't find it in the dashboard (queue performance) - - I'm having to look at actual interactions to test.

When using customer first callback, we are seeing the queue performance (voice) double count each call.  This is happening whether we send the voice call to queue or to an inbound flow to play a message first.  Has anyone else experienced this and have you found any workarounds?  

Rumor a fix was coming but anyone have an update on timeline.  We can't release the feature due to the double counting.

Do we know if handle time on the queue performance (voice) is also impacted by the customer first callback?  We've been using agent first callbacks for months and are just testing the customer first callback now, and seeing increase handle time.  I'm wondering if the time between customer connection (when we call them back) and when the next agent grabs that call counts towards handle time.

I'm also wondering if you or anyone knows how to track that time that I'm referring to - - between customer connection and when the next agent grabs the call.  Obviously that time is critical for the customer experience and I can't find it in the dashboard (queue performance) - - I'm having to look at actual interactions to test.

When using customer first callback, we are seeing the queue performance (voice) double count each call.  This is happening whether we send the voice call to queue or to an inbound flow to play a message first.  Has anyone else experienced this and have you found any workarounds?  

We are actively working to resolve the double counting of voice offers for customer-first callbacks. Our current goal is to implement this fix by April. I'll provide updates if the timeline changes.

What's Happening?

Double counting occurs specifically with the Voice media type in the following scenario:

1. A callback is first offered to a customer while they are in the queue for an incoming voice call (first voice offer).
2. Once the customer-first callback connects, the connected voice call is sent back to the queue (second voice offer).

It's important to note that agent-first callback behavior remains unchanged.

Agent Handle Times

• Lower callback handle times: Since the system now manages the callback portion of the conversation, agents no longer receive customer-first callback metrics for handle time, talk time, time to first dial, or time to first connect. However, agents still receive standard voice metrics-including handle time, talk time, and after-call work (ACW)-for the voice portion of the callback.
• Upcoming improvements: We plan to enhance metrics for customer-first callbacks in a future release

Rumor a fix was coming but anyone have an update on timeline.  We can't release the feature due to the double counting.

Do we know if handle time on the queue performance (voice) is also impacted by the customer first callback?  We've been using agent first callbacks for months and are just testing the customer first callback now, and seeing increase handle time.  I'm wondering if the time between customer connection (when we call them back) and when the next agent grabs that call counts towards handle time.

I'm also wondering if you or anyone knows how to track that time that I'm referring to - - between customer connection and when the next agent grabs the call.  Obviously that time is critical for the customer experience and I can't find it in the dashboard (queue performance) - - I'm having to look at actual interactions to test.

When using customer first callback, we are seeing the queue performance (voice) double count each call.  This is happening whether we send the voice call to queue or to an inbound flow to play a message first.  Has anyone else experienced this and have you found any workarounds?  

Very helpful Rini.  Thank you.

ASA:  For agent first callbacks, ASA when sorting the queue performance to callback is the time from when the callback is chosen to when we call the customer back (connect).

For customer first callbacks, ASA doesn't exist when sorting queue performance to callbacks.  I just want to confirm whether or not the ASA metric in the VOICE filter of the queue performance is impacted by customer first callbacks.  Obviously aware the double counting of "offered" calls now, but wasn't sure if any other metrics were impacted.  ASA is an important one!

Thanks for your help.

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Michael Nahass
NA

Original Message:
Sent: 03-14-2025 11:25
From: Rini Rajan
Subject: Customer First Callback Reporting

We are actively working to resolve the double counting of voice offers for customer-first callbacks. Our current goal is to implement this fix by April. I'll provide updates if the timeline changes.

What's Happening?

Double counting occurs specifically with the Voice media type in the following scenario:

1. A callback is first offered to a customer while they are in the queue for an incoming voice call (first voice offer).
2. Once the customer-first callback connects, the connected voice call is sent back to the queue (second voice offer).

It's important to note that agent-first callback behavior remains unchanged.

Agent Handle Times

• Lower callback handle times: Since the system now manages the callback portion of the conversation, agents no longer receive customer-first callback metrics for handle time, talk time, time to first dial, or time to first connect. However, agents still receive standard voice metrics-including handle time, talk time, and after-call work (ACW)-for the voice portion of the callback.
• Upcoming improvements: We plan to enhance metrics for customer-first callbacks in a future release

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Rini Rajan
Staff Cloud Product Manager
Genesys - Employees

Original Message:
Sent: 03-13-2025 08:59
From: Clayton Curtis
Subject: Customer First Callback Reporting

Rumor a fix was coming but anyone have an update on timeline.  We can't release the feature due to the double counting.

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Clayton Curtis
Tech manager

Original Message:
Sent: 03-13-2025 08:33
From: Michael Nahass
Subject: Customer First Callback Reporting

Do we know if handle time on the queue performance (voice) is also impacted by the customer first callback?  We've been using agent first callbacks for months and are just testing the customer first callback now, and seeing increase handle time.  I'm wondering if the time between customer connection (when we call them back) and when the next agent grabs that call counts towards handle time.

I'm also wondering if you or anyone knows how to track that time that I'm referring to - - between customer connection and when the next agent grabs the call.  Obviously that time is critical for the customer experience and I can't find it in the dashboard (queue performance) - - I'm having to look at actual interactions to test.

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

Original Message:
Sent: 02-12-2025 12:24
From: Angel Bingham
Subject: Customer First Callback Reporting

When using customer first callback, we are seeing the queue performance (voice) double count each call.  This is happening whether we send the voice call to queue or to an inbound flow to play a message first.  Has anyone else experienced this and have you found any workarounds?  

#Reporting/Analytics

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Angel Bingham
SR Mngr Contact Center
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