Hello Gareth,
Callbacks are counted towards flow-outs as described in the Resource Center
Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.
You can find each metric for all reports on https://help.mypurecloud.com/articles/view-available-columns-in-performance-views-by-category/
The callback doesn't need to keep the place in queue.
You could for example lower the priority of the callback so it gets pushed back in queue until agents are idle, or use a data action to schedule a callback at a specific time.
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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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Original Message:
Sent: 12-05-2025 07:46
From: Gareth Wells
Subject: In Queue Call Back Reporting - Flow Out
Hello from rainy Wales, I'm looking into reporting for the in queue call backs. From what I can see they are classed as an offered call but not an Answered call. I can see they are shown as a "flow out". With them not counting as answered its making the answer rate % look artificially low.
I can manipulate the stats using the flow out figure but this will only work we don't implement another solution that would use the flow out column.
I'm just wondering if anyone else had come across similar issues and how they overcame them.
One more related question, does it have to be a keep place in queue solution or can you set the call-backs to come back in after a set time or when you have X amounts of agents in idle etc.
Thanks in advance
#Reporting/Analytics
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Gareth Wells
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