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  • 1.  Scheduled callbacks - impact on conversation duration

    Posted 03-07-2024 17:13
    No replies, thread closed.

    Greetings.  Have there been any improvements or are any upcoming for scheduling a callback on a queue without impacting conversation duration?  I see that the timeline shows Scheduled, but that builds into the conversation duration with no apparent way to unfilter that segment.  

    It's not an active interaction until it's triggered for delivery, but metrics say otherwise.  If the caller selects "Tomorrow" then it's a very long conversation, even if the live agent segment is only minutes long.

    Campaign is not a viable option for this use case.


    #Reporting/Analytics

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    Vikki Papesh
    Sr. Genesys Cloud Developer II
    Tandem Diabetes Care, Inc.
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  • 2.  RE: Scheduled callbacks - impact on conversation duration
    Best Answer

    Posted 03-08-2024 23:55
    No replies, thread closed.

    Yes, callback reporting can be a problem.  The last two developments in reporting help a lot.  The Customer First Callback will help tremendously, and the two new items for callback handle times (due out in September) and maintaining routing data (due in June) will increase visibility.  Ask Michelle to setup a meeting to discuss options and how to tackle your use cases.  We can look at your system live and step through the options.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


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