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  • 1.  How to count scheduled callbacks and completed callbacks

    Posted 09-19-2024 01:59
    No replies, thread closed.

    Hello everyone

    Please tell me how to count the total number of scheduled and completed callbacks.

    Scheduled callbacks are viewed in the Scheduled Callbacks view, and completed callbacks are viewed in the Interactions view.

    If you know of an efficient way to add up the two, please let me know.

    The purpose is that supervisors want to investigate the number of callbacks.

    Thank you in advance.


    #Reporting/Analytics
    #SIP/VoIP
    #Telephony

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    Matsumoto Shun
    Kanden CS Forum Inc.
    ------------------------------


  • 2.  RE: How to count scheduled callbacks and completed callbacks

    Posted 09-19-2024 08:12
    No replies, thread closed.

    Hi Matsumoto,

    Can you clarify what the supervisors are trying to achieve.  Are they looking for the total callbacks scheduled vs the actual handled callbacks?
    If this is the case, using the two views mentioned would be the easiest way to do this



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



  • 3.  RE: How to count scheduled callbacks and completed callbacks

    Posted 09-19-2024 18:28
    No replies, thread closed.

    Hello Sam

    Thanks for your response.

    The Supervisor is looking for the total of scheduled callbacks vs. actual handled callbacks.

    Does anyone know how to do this other than just using the two views mentioned above and counting the total of each callback?



    ------------------------------
    Matsumoto Shun
    Kanden CS Forum Inc.
    ------------------------------

    Original Message


  • 4.  RE: How to count scheduled callbacks and completed callbacks

    Posted 09-20-2024 02:59
    No replies, thread closed.

    hi! good question, I will add another perspective to it and hope that someone from Genesys could help us :)

    how can supervisors see the total number of successful callbacks, where it's clear that customer and agent had a talk?



    ------------------------------
    Ekaterina Kononova
    Product Specialist | Data, Analytics & Quality Management
    Sweden
    ------------------------------



  • 5.  RE: How to count scheduled callbacks and completed callbacks
    Best Answer

    Posted 09-21-2024 09:48
    No replies, thread closed.

    Are you looking for Queue Performance?  If so, show the Handled column and then use this filter:



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 6.  RE: How to count scheduled callbacks and completed callbacks

    Posted 09-23-2024 03:56
    No replies, thread closed.

    Hi,

    I believe the question is ultimately, if there are 10 scheduled call backs, how can we tell if dialled and made contact with those 10 customers.

    Queue Performance would show you by interval interactions by that media type that had taken place but you would still need to cross reference each one to see if an agent pressed "make callback" rather than just answering the interaction only in Genesys before disconnecting, accidently or otherwise.



    ------------------------------
    Russell Davies
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    Original Message


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