Genesys Cloud - Main

I noticed that callbacks created through actions of a caller in an inbound or in-queue a call flow do not appear in the dashboard. That is there could be five callbacks in queue, and the dashboard says there are zero interactions waiting. This is a huge problem as new callers will be placed in queue AFTER the callback and any agent jumping on the queue to take the call will first encounter any callbacks queued in front of the call. Worse, the new caller will be told they're PIQ is six (in my previous example). If that new caller then abandons their call it is a lost opportunity.

Is there a way to get this information on the dashboard so supervisors can manage this without having to drill into each queue individually to see if there are call back waiting? If not, this really needs to be corrected as soon as possible.

We started to use Callbacks thru the In Queue Call Flow and we can see a lot of deviations in the reports/dashboards. Especially since "Answered + Abandoned = Offered" is no longer matching.

But we do see the Callbacks in the Dashboard as regular calls and they keep their place in the queue as well. But as you say... the next caller will be on the "sixth" place. It could be that you need to place these callbacks on another queue so next caller gets "first" place in queue.

We have created a support ticket and hopefully we have a answer soon.

There are also no reports that says how many callbacks you had during the day.

When a callback is placed through the In Queue Call Flow we see in testing that the callbacks are accounted for in audio PIQ messages in the call flow, but the queue dashboards do not show the call back as waiting. They do not appear as phone/voice interactions and aren't displayed on the main dashboards. You have to drill in to the specific queue and then they only appear in the "all" list, but still are not counted as waiting in the display.

To wit (naming redacted as a matter of privacy):

Main Activity Dashboard (note zeroes)

Queue Dashboard showing ALL interactions (note zero interactions waiting, but callback interaction in queue)

Queue dashboard showing voice interactions (note callback does not appear as a phone/voice type and is not tabulated into the number of interactions waiting on the dashboard).

Is a known issue.. If I am correct CallBacks are getting an seperat interaction type (like voice/chat/email) in the dashboards. And waiting callbacks will be counted in total waiting interactions.

Callback analytics - exposing callback metrics in the API - will be released toward the end of the summer. In the early fall, you'll see those metrics being displayed in the UI (queues activity view, queues performance view), reports and alerts, so keep an eye on the release notes for an update.

Rebecca Gibson, PureCloud Product Manager, rebecca.gibson@genesys.com