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  • 1.  In Queue Call Back Reporting - Flow Out

    Posted 12-05-2025 07:46

    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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  • 2.  RE: In Queue Call Back Reporting - Flow Out
    Best Answer

    Posted 12-05-2025 08:03

    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.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
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    Original Message


  • 3.  RE: In Queue Call Back Reporting - Flow Out

    Posted 12-23-2025 02:07

    Hi Gareth, hello from Osaka, Japan - not quite as rainy as Wales today.

    We're experiencing the same challenge.

    In one of our customer flows, callbacks are created while the call is still in queue. However, all of these callbacks are classified as flow-out, which makes it difficult to calculate an accurate answer rate.

    Additionally, from what we have observed, when a callback is created in-queue (without disconnecting the original call) and the original call is later answered by an agent, the callback request disappears.

    Normally, an offer should be classified as answered, abandoned, or flow-out, but in this scenario, the offer associated with the callback interaction seems to disappear and is not reported as any of these categories. We were unable to find any official documentation that clearly explains this behavior.

    As a workaround, we are currently considering a different approach. Instead of using callbacks in-queue, we plan to trigger logic at the end of the ACD flow. In a workflow, we check whether the call was answered by an agent, and only if the call was disconnected before being answered do we create a callback.

    If you, or anyone else, have found another solution or a better way to handle reporting for in-queue callbacks, we'd really appreciate it if you could share your experience.

    English is not my first language, so apologies in advance for any mistakes.

    =-=-=-=-=-=-=-=-=-=-=

    Aoi TAMAKI

    Kanden CS Forum Inc.

    =-=-=-=-=-=-=-=-=-=-=



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    Aoi Tamaki
    Unknown
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    Original Message


  • 4.  RE: In Queue Call Back Reporting - Flow Out

    Posted 12-29-2025 09:18

    The way Callbacks are calculated has pained me for years!  Here is what I have done with the past three companies where I have used Genesys.  

    We offer both In-Queue callbacks as well as an upfront Estimated WaitTime callback option for when the queue is busy.  This means some callbacks are flowouts and counted twice and others are only Callbacks.  

    When calculating offered interactions, we use: Calls Offered plus Callbacks Offered minus Flowouts.  

    Our answered interactions are Calls Answered plus Callbacks Answered

    Our overall service level is: (Calls Offered plus Callbacks Offered minus Flowouts)/Calls answered within SL

    Regarding delaying when callbacks occur, as a caller, part of the purpose of a callback is to reserve the my place in line.  It is "We will call you back when it is your turn" not "We will call you back when it is convenient for us".   I don't know if Genesys offers the functionality to delay completing callbacks until there are no other calls holding and agents are sitting in IDLE, but you could have your callbacks route to a different queue and then only activate people in that queue when you wanted them to work on callbacks. I begrudgingly used this solution for a situation where the staffing was so low and the callbacks were so high that no one would ever get answered as a live call.  This allowed me to better control agents handling just callbacks until everyone was caught-up.



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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
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    Original Message


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