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Does the AHT calculation in Queue Performance When Sorted to "Voice" include Callback interactions?

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  • 1.  Does the AHT calculation in Queue Performance When Sorted to "Voice" include Callback interactions?

    Posted 03-06-2025 07:32
    No replies, thread closed.

    I know that "offered calls (when sorted to voice) DOES include the number of callbacks since they initially entered the queue as an inbound call.

    I know that "ASA" does NOT include callbacks because it only includes answered calls in the calculation.

    I do not know whether or not the AHT calculation includes callbacks.  When I export interactions, callbacks are included, but interactions don't appear to always match the queue performance dashboard performance, so I just want to be certain.

    Thanks!


    #Reporting/Analytics

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    Michael Nahass
    NA
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  • 2.  RE: Does the AHT calculation in Queue Performance When Sorted to "Voice" include Callback interactions?
    Best Answer

    Posted 03-07-2025 05:18
    No replies, thread closed.

    Hi Michael,

    A callback has two segments.  The callback interaction and then the actual voice interaction (when they call the customer).

    When an agent receives a callback, the handle time will increment on this until they make the voice call to the customer, when they dial the customer this would then be tracked against the voice interaction portion of the callback, so the handle time of the voice interaction would increment.  When they end the voice segment and go back to the callback interaction it would then continue to increment on the callback interaction.

    For example a customer calls in and it flows out to a callback.  There would be no handle time as it would only have queued and then flowed out.

    An agent then receives a callback and begins handling it, the handle time under the callback MediaType would count up.  The agent then makes a voice call to the customer, the handle time would increment under the voice MediaType, the agent ends the voice interaction and wraps it up, then they are returned to the callback interaction to wrap-up the callback, the handle would increase in the callback MediaType.

    So, in answer to your question, the callback media type would not be included in the voice handle time, but the voice part of the interaction would.

    In the attached image, the red arrows would be the parts that count against the callback MediaType and the green arrows would count against the voice MediaType

    I hope this makes sense.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


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