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  • 1.  How to Determine SL target for callbacks

    Posted 08-19-2020 16:12
    No replies, thread closed.
    ​Our organization has been using Genesys cloud for about two years have built the callback feature into many of our flows. The SL targets for callbacks were set the same as inbound flows which obviously doesn't really work but it was not a major concern. However, we would like to be able to better gauge our success at addressing callbacks once they have been initiated. How do other organizations set the SL target for callbacks and what factors go into that decision? For one queue the Average wait time for callbacks is between 6 and ten minutes. Would 8 minutes be a reasonable target? When the callback option is offered the caller is given an estimated wait time. Is there a way to tie the SL target to the estimated wait time? For example if the estimated wait time is ten minutes for that callback to be within the SL parameters it would need to be addressed within ten minutes. if the EWT on the next callback was 6 minutes then the callback would need to be addressed within 6 minutes? Any ideas, comments?
    #PlatformAdministration
    #Reporting/Analytics
    #SystemAdministration

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    Paul Soulodre
    Alberta Motor Association
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  • 2.  RE: How to Determine SL target for callbacks

    Posted 08-24-2020 12:41
    No replies, thread closed.
    Here is one caveat that you may not realize:
    PureCloud attempts to route callbacks, email replies, and message replies to the last agent who handled it. The agent must be on queue and not be fully utilized on those interactions. If the agent is not available, PureCloud routes the interaction to the next available agent. For more information about how to determine if an agent is fully utilized, see Configure agent utilization.

    If this happens, it can throw off the Service Level for Callbacks based on agent utilization and availability.

    Also, this will affect (or not affect rather) the SL for voice:
    Any interactions that leave a queue without an agent handling or transferring the interaction, including callbacks, count as flow-outs. Callbacks do not count as answered within service level, even if the callback was offered before the Service Level Target was reached.

    So, from what I read, you can't really have an SL for callbacks.  Now, you can report on callbacks and calculate your own, but not sure you can have callbacks affect queue SL calculation.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: How to Determine SL target for callbacks

    Posted 08-24-2020 13:54
    No replies, thread closed.
    Thanks Robert,

    That is good information​. I understand that I would not want the service level for callbacks to affect the service level for inbound voice interactions. Service level for callbacks is not extremely important to us as the caller has been "taken care of" in a way when they choose the callback option. If that is the case for most organizations then why have the option of configuring the service level target for callbacks? As the wait time can vary widely I suppose I could set the bar fairly low.

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    Paul Soulodre
    Alberta Motor Association
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    Original Message


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