It looks like the starting point of these counters is from the callback request was registered. >>> January 25, 2023 - Genesys Cloud Resource Center (mypurecloud.com)
Contact center managers and supervisors can now view two new callback metrics in the Interactions view, Callback – Time to First Dial and Callback – Time to First Connect. The new metrics measure how long the customer waits after they request a callback until the system dials the number and connects the customer to an agent.
But maybe one way to get a good approximate of the time between the time the call was answered, and the time of the first dial is to subtract the
Active call back time from the Total Handle Time?
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Anna Jhane Mulinyawe
SAFG Technologies, LLC
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Original Message:
Sent: 09-21-2024 20:30
From: Robert Wakefield-Carl
Subject: Elapsed Time Between Answer and Begin Call
Lucky you, there were two new fields added for callbacks to report on this a few months back:
Callback analytics improvements - Genesys Cloud Resource Center (mypurecloud.com)
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 11-03-2023 17:54
From: Anna Jhane Mulinyawe
Subject: Elapsed Time Between Answer and Begin Call
Hi,
Good afternoon. While we wait for the callback auto-dial, is there a way to extract the elapsed time between when the agent clicked Answer and the Begin Callback?
#Workforce Management
#Performance Management
#Interaction Analytics
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Anna Jhane Mulinyawe
Accenture Inc.
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