March 14th we implemented the Auto-Callback process on callbacks to reduce handle time on the callback portion of the call.

Reviewing the data in March, pre/post changes, we are seeing what appear to be inaccurate statistics around after call work for callbacks. There seems to be a change that occurred on the back end around 3/4/2024  8:48:00 AM Central time.  Prior to that time, majority of callbacks are showing NO ACW time on them. When viewing the interaction in the timeline view, we see the callback time, the call time, but you can see from the image below, there is no wrap up time on the call/callback. We do have ACW set on the queue itself and you can see at the very end of the call there is the brown wrap up segment when I am assuming the wrap up ended for the call, but its not showing here or under Total ACW on the interaction data. 

After that time, ALL our calls now have ACW again and look correct according to the timeline.
 

The data discrepancy is on all queues in the ORG, not just the one we changed.

As you can imagine, the Callback slack time (time spent in the callback only without a call) on the first interaction is significantly higher than it should be since wrap up is being counted in the callback not as wrap up on the call. When we went to show the "improvement" from auto callback there was a HUGE difference, in the callback slack ~5 min in Feb to ~15 seconds in April. In investigation through, it appears the difference is more around a data issue with wrap up reporting?

trying to show realized improvements in slack / ACW before and after the auto callback change
any guidance is appreciated

Hi Patti,

Could it be that you enabled the following toggle in your account settings on that specific date: Enforce Communication Level After Call Work (ACW)

March 14th we implemented the Auto-Callback process on callbacks to reduce handle time on the callback portion of the call.

Reviewing the data in March, pre/post changes, we are seeing what appear to be inaccurate statistics around after call work for callbacks. There seems to be a change that occurred on the back end around 3/4/2024  8:48:00 AM Central time.  Prior to that time, majority of callbacks are showing NO ACW time on them. When viewing the interaction in the timeline view, we see the callback time, the call time, but you can see from the image below, there is no wrap up time on the call/callback. We do have ACW set on the queue itself and you can see at the very end of the call there is the brown wrap up segment when I am assuming the wrap up ended for the call, but its not showing here or under Total ACW on the interaction data. 

After that time, ALL our calls now have ACW again and look correct according to the timeline.
 

The data discrepancy is on all queues in the ORG, not just the one we changed.

As you can imagine, the Callback slack time (time spent in the callback only without a call) on the first interaction is significantly higher than it should be since wrap up is being counted in the callback not as wrap up on the call. When we went to show the "improvement" from auto callback there was a HUGE difference, in the callback slack ~5 min in Feb to ~15 seconds in April. In investigation through, it appears the difference is more around a data issue with wrap up reporting?

trying to show realized improvements in slack / ACW before and after the auto callback change
any guidance is appreciated

Thanks Peter - we did make an update to that setting in order to enable End Interactions Automatically when Agents Logoff

Would you have any recommendations on how we could calculate the callback slack prior to that update?

Post update we take the difference between handle time - total active callback = slack (time spent on callback ONLY, no active call)

Prior if we use the same formula - the difference includes the wrap up time that was on the original call, which then skews the results as we are looking for callback only no active call.
Thanks again!

Hi Patti,

Could it be that you enabled the following toggle in your account settings on that specific date: Enforce Communication Level After Call Work (ACW)

March 14th we implemented the Auto-Callback process on callbacks to reduce handle time on the callback portion of the call.

Reviewing the data in March, pre/post changes, we are seeing what appear to be inaccurate statistics around after call work for callbacks. There seems to be a change that occurred on the back end around 3/4/2024  8:48:00 AM Central time.  Prior to that time, majority of callbacks are showing NO ACW time on them. When viewing the interaction in the timeline view, we see the callback time, the call time, but you can see from the image below, there is no wrap up time on the call/callback. We do have ACW set on the queue itself and you can see at the very end of the call there is the brown wrap up segment when I am assuming the wrap up ended for the call, but its not showing here or under Total ACW on the interaction data. 

After that time, ALL our calls now have ACW again and look correct according to the timeline.
 

The data discrepancy is on all queues in the ORG, not just the one we changed.

As you can imagine, the Callback slack time (time spent in the callback only without a call) on the first interaction is significantly higher than it should be since wrap up is being counted in the callback not as wrap up on the call. When we went to show the "improvement" from auto callback there was a HUGE difference, in the callback slack ~5 min in Feb to ~15 seconds in April. In investigation through, it appears the difference is more around a data issue with wrap up reporting?

trying to show realized improvements in slack / ACW before and after the auto callback change
any guidance is appreciated