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  • 1.  How is handle time calculated on callbacks

    Posted 08-22-2023 11:17
    No replies, thread closed.

    Hello,

    Assuming the following agent flow for callbacks:

    1. Agent is alerted to answer callback
    2. Agent clicks "Answer"
    3. Agent places outbound call for callback
    4. Agent or customer disconnects call
    5. Agent disconnects callback

    Does the handle time calculation encompass steps 1-5, 2-5, or something else?

    Some of our agents are exploiting the time between step 4 and 5 and our reporting team is attempting to isolate these cases. I'm aware of a new callback voice duration metric currently in beta.

    Thank you in advance!


    #Reporting/Analytics

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    Brady
    Seattle, USA
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  • 2.  RE: How is handle time calculated on callbacks

    Posted 08-22-2023 14:48
    No replies, thread closed.

    'Total Handle' by definition within Genesys is: "The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work."



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    Patrick Rohlf
    Summit Broadband
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  • 3.  RE: How is handle time calculated on callbacks

    Posted 08-23-2023 08:22
    No replies, thread closed.

    Hey Brady - 

    I actually came across a thread not too long ago that is somewhere related.  I posted a scenario and that referenced the inbound voice and the callback portion of a conversation for WFM purposes.  Take a look:
    https://community.genesys.com/digestviewer29/viewthread?MessageKey=4761ad05-6732-4ae0-a5bb-01896ab9363a&CommunityKey=f6e20f73-2c94-4b44-be95-118216aafb4f#bm4761ad05-6732-4ae0-a5bb-01896ab9363a

    Alerting time is not counted as part of Handle Time.  However, if an Agent is "camping out" on a callback after disconnect, it will still count towards the Handle Time of that Agent & ConversationId.  

    All of that being said, have a look at the below links too.  There is a BETA you can sign up for that will Auto-Answer, Auto-Dial, and Auto-End callbacks.  Sounds like it'd be right up your alley! 

    https://forms.office.com/pages/responsepage.aspx?id=nOZceM-Qx02ogurzEtHRXSK8Z17lCNhCiOlqXd6myIFUNkYxSjBRWkFNMzBMVkhGVzVPOFUwWEpGVi4u
    https://genesyscloud.ideas.aha.io/ideas/INB-I-128
    https://genesyscloud.ideas.aha.io/ideas/INB-I-1330

    I hope this helps!

    Thanks,
    Trent.



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    Trent Vance
    TTEC Digital, LLC fka Avtex Solutions, LLC
    ------------------------------



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