Genesys Cloud - Main

What is the best way to get analytics on callbacks, specifically the callback option selected from the in queue flow?  Ideally, we don't want to have to use the API and prefer standard reports.  The queue details report doesn't give callback as the filter type, but when selecting 'voice', as the media type the callback interaction grouping shows up but there is no data.  The call detail report shows inbound/outbound for the callback interactions but this report has to be run by user.  Is there a better way?

To my knowledge, there is no canned report which lists Callbacks. You will have to pull data from the API.

Probably using https://developer.mypurecloud.com/api/rest/v2/analytics/index.html#postAnalyticsConversationsDetailsQuery and parsing through the results for conversations where sessions.mediaType is callback.

Unfortunately, when offering a callback in queue and the caller accepts, it's considered an abandoned call.  Customers who were happy to have this feature are now upset about the impact on the abandon rate.  In addition to seeing a spike in the abandon rate, they don't know what their true abandon rate is.

We can work around the issue with calls reporting as 'abandoned' by transferring to another queue.  However, the reporting issue still remains..  Besides not being reflected on the dashboards, in-queue callbacks are not included in reports either.  The interaction shows the interaction 'entered' but never answered, even after the callback is presented and completed.  Is there something on the roadmap to address this?

Hi @Julie McNichols, yes, we have improvements to our reporting on roadmap to provide visibility into more details about interactions handled by the queues.

@George Ganahl @Kirill Matienko 
Hi All, did anything ever come about with this? We are having issues with reports not showing the day the callback occurred, they append back to the original call, and this data is somewhat lost on the clients side. Some of our customers use the daily data to bill their customers on patient contact. With the callbacks not showing up on any report for the current day, it is causing many issues with their billing process. Any idea if there is a way to see the actual day the callback occurred, and not have to go back and search for the original call? ​​

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Angelia Harper
Avtex
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Original Message:
Sent: 02-21-2017 16:56
From: kirill matienko
Subject: Reporting on callbacks

Hi @Julie McNichols, yes, we have improvements to our reporting on roadmap to provide visibility into more details about interactions handled by the queues.