Hi Pierre,
All Offered interactions should have a corresponding Answered, Abandoned or Flow-Out metric. If the interaction is not waiting on the queue and also doesn't have a Answered, Abandoned or Flow-Out metric, I would raise a case with care to check what has happened on those interactions and where the anomaly is.
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 02-26-2025 09:52
From: Pierre GARNIER
Subject: Gap between callback offer and callback answers
Hi, we have been using callbacks on a queue for a month and we don't understand why we have more offer than answers. The callers can ask for a callback while waiting in queue.
There is at this time no callback in queue but we have 31 callback requests (offer) and only 27 answers. What could explain the missing 4 callback requests?
#Reporting/Analytics
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Pierre GARNIER
Chef de projet Expérience Client
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