Genesys Cloud - Main

Hello,

We recently switched one of our largest groups to customer first callbacks understanding that there are some current limitations.  I'm trying to understand if the "Offered" count under Media Type Callback is the number of callbacks that customers were offered and accepted OR if that is the number of callbacks that were answered when the CB was dialed.

Any insight is greatly appreciated!

Thank you!

#Telephony

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Brandi Tifft
Strategic WFM Business Partner & Interval Planning Manager
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Hi Brandi,

This Resource Center article helps explain the Customer First Callback lifecycle, especially that the interaction starts as callback media and then converts to voice once the customer is reached. Because of that, the Offered metric may behave a little differently for Customer First Callbacks than for standard voice interactions. I could not find a clear definition there for what Callback > Offered specifically represents, so hopefully someone from Genesys or the wider community can confirm that part.

https://help.genesys.cloud/articles/customer-first-callbacks-overview/

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Phaneendra
Technical Solutions Consultant
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Hi Brandi,

Here is my analysis.

In the case of callbacks, the "Offered" count represents the number of callbacks that were offered to callers and accepted by them. The Offered metric in the Queue Performance dashboard is incremented as soon as a callback is registered in the queue. It does not have any relationship to whether the callback was eventually answered by the customer.

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Salman Shaik
Founder, CEO
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