Genesys Cloud - Main

Hi All,

Since this weeks release which included a new Active Total Callback column in Performance views - we can no longer see an accurate AHT relating to a callback.

Previously the Performance view would show the correct Handle time (including Talk, Hold and ACW) against the callback interaction (i.e. if it took 7 minutes to handle the callback from the time the agent received it, until they finished the outbound call and ended the callback - it was actually showed 7 minutes).

Now the Handle calculation is totally inaccurate only showing only 5-30 seconds. This new 'Total Callback' column can't be found anywhere in the columns view to add - and we've historically never used the Outbound call AHT in any of our report configurations.



The release notes aren't very helpful in exactly how this has impacted existing metrics. There is mention "Handle time no longer incorporates time that is now classified as Active Total Callback, giving a more accurate picture of the agent's overall handle time for a Callback"  but I wouldn't have expected this to have such a negative effect on the existing metrics we've been using for years.

Has anyone seen this new column? Does this mean we now need to change our reporting to calculate the Outbound AHT to get the same values as before?

I agree it's not as clear as it should be - My assumption here is that the AHT now does not include time in queue when it's waiting - Have you looked at the timeline for some of these interactions? What behaviour are you seeing here? 

Hi All,

Since this weeks release which included a new Active Total Callback column in Performance views - we can no longer see an accurate AHT relating to a callback.

Previously the Performance view would show the correct Handle time (including Talk, Hold and ACW) against the callback interaction (i.e. if it took 7 minutes to handle the callback from the time the agent received it, until they finished the outbound call and ended the callback - it was actually showed 7 minutes).

Now the Handle calculation is totally inaccurate only showing only 5-30 seconds. This new 'Total Callback' column can't be found anywhere in the columns view to add - and we've historically never used the Outbound call AHT in any of our report configurations.



The release notes aren't very helpful in exactly how this has impacted existing metrics. There is mention "Handle time no longer incorporates time that is now classified as Active Total Callback, giving a more accurate picture of the agent's overall handle time for a Callback"  but I wouldn't have expected this to have such a negative effect on the existing metrics we've been using for years.

Has anyone seen this new column? Does this mean we now need to change our reporting to calculate the Outbound AHT to get the same values as before?

I can see the timeline does seem to show a new 'Callback' segment

Doing a comparison for this agent (who only took 1 callback in this particular queue on 2nd Feb) - when in the Interactions view the Handle and Talk time show as expected/previously. Can see how long the agent took against this interaction.



Going into the Performance view however, it's no longer clear exactly how well they are performing on callbacks as all of the metrics are almost gone

I also don't know how 'Talk' time is calculated on a callback now (or what it actually represents). The performance view shows 6 seconds of Talk time. In the timeline view I can see '4 seconds' of Interact at the beginning and 3 seconds at the end - but that is still 7 seconds. And why is there talk time at the end of the calllback when the call is being wrapped up? Shouldn't that be ACW?



I can see that the 'Outbound' call in the Performance view does seem to marry up with the Interactions view (i.e. Handle time of 13m56s on the Outbound call plus 6 secs on the Callback does equal 14m2s total).



So now it appears we are no longer going to be able to determine specific Callback AHT as it's mixed with all Outbound calls (and will have to use filters to determine the Initial Direction of Inbound and then Direction Outbound).

------------------------------
Jeff

Original Message:
Sent: 02-11-2024 17:26
From: Lawrence Drayton
Subject: Callback AHT now inaccurate?

I agree it's not as clear as it should be - My assumption here is that the AHT now does not include time in queue when it's waiting - Have you looked at the timeline for some of these interactions? What behaviour are you seeing here? 

------------------------------
Lawrence Drayton
Prvidr Pty Ltd

Original Message:
Sent: 02-11-2024 16:39
From: Jeff Hoogkamer
Subject: Callback AHT now inaccurate?

Hi All,

Since this weeks release which included a new Active Total Callback column in Performance views - we can no longer see an accurate AHT relating to a callback.

Previously the Performance view would show the correct Handle time (including Talk, Hold and ACW) against the callback interaction (i.e. if it took 7 minutes to handle the callback from the time the agent received it, until they finished the outbound call and ended the callback - it was actually showed 7 minutes).

Now the Handle calculation is totally inaccurate only showing only 5-30 seconds. This new 'Total Callback' column can't be found anywhere in the columns view to add - and we've historically never used the Outbound call AHT in any of our report configurations.



The release notes aren't very helpful in exactly how this has impacted existing metrics. There is mention "Handle time no longer incorporates time that is now classified as Active Total Callback, giving a more accurate picture of the agent's overall handle time for a Callback"  but I wouldn't have expected this to have such a negative effect on the existing metrics we've been using for years.

Has anyone seen this new column? Does this mean we now need to change our reporting to calculate the Outbound AHT to get the same values as before?

#Reporting/Analytics

------------------------------
Jeff
------------------------------

I also don't know how 'Talk' time is calculated on a callback now (or what it actually represents).

• Its the 2 interact segments on either end of Callback. Its the time the agent took to dial the customer and start the outbound call ( or via automation )  and the time it tool after the outbound Call was wrapped up to end the Callback.

And why is there talk time at the end of the calllback when the call is being wrapped up? Shouldn't that be ACW?

• ACW in most cases will be applied on the Agent-Call leg after the agent finishes speaking to a customer who requested the Callback. Once ACW is done, the agent closes the Callback ( either manually or via automation ). 
• Only in cases where the agent never dials the customer a part of a callback will ACW be after the Callback section. In that case, you will see the wrapup segment in the Agent-Callback leg. 

I can see that the 'Outbound' call in the Performance view does seem to marry up with the Interactions view (i.e. Handle time of 13m56s on the Outbound call plus 6 secs on the Callback does equal 14m2s total).

• Yes, coming to the performance views. The Agent-Call leg  contains the data from the agent calling the customer who requested the Callback. We won't replicate the same data in the Agent-Callback leg. This leg will measure what the agent is doing before actively dialing the customer who requested the Callback and the same on the flip side ( for after the Agent-Call leg has ended ) 
• This is something we are looking to see how we can improve - show the complete view of a Callback ( both the Agent-Callback leg and the Agent-Call leg ) within one view without having to switch from Callback to Call - Outbound to get the complete picture. 

There is mention "Handle time no longer incorporates time that is now classified as Active Total Callback, giving a more accurate picture of the agent's overall handle time for a Callback"  but I wouldn't have expected this to have such a negative effect on the existing metrics we've been using for years.Has anyone seen this new column? Does this mean we now need to change our reporting to calculate the Outbound AHT to get the same values as before?

Main goal was to correct inaccuracies in how we built metrics for Callbacks till now. A callback as it exists today is an Agents-Callback leg + Agent's-Call leg. Both these show the complete story of how an agent handled the Callback. We updated handle time for the Agent's Callback leg to not take into account the time they were spending on the call leg this keeping the overall handle time accurate. 

In the metrics we spit out, the following values in the Agent-Callback capture this value that we stopped taking into account. This can be added back to the handle time for a Callback to recreate what we were doing before. 

------------------------------
Sachi Pradhan
Product@Genesys
[https://twitter.com/pradhan_sabya]
[https://www.linkedin.com/in/sachipradhan/]

Original Message:
Sent: 02-11-2024 17:54
From: Jeff Hoogkamer
Subject: Callback AHT now inaccurate?

I can see the timeline does seem to show a new 'Callback' segment

Doing a comparison for this agent (who only took 1 callback in this particular queue on 2nd Feb) - when in the Interactions view the Handle and Talk time show as expected/previously. Can see how long the agent took against this interaction.



Going into the Performance view however, it's no longer clear exactly how well they are performing on callbacks as all of the metrics are almost gone

I also don't know how 'Talk' time is calculated on a callback now (or what it actually represents). The performance view shows 6 seconds of Talk time. In the timeline view I can see '4 seconds' of Interact at the beginning and 3 seconds at the end - but that is still 7 seconds. And why is there talk time at the end of the calllback when the call is being wrapped up? Shouldn't that be ACW?



I can see that the 'Outbound' call in the Performance view does seem to marry up with the Interactions view (i.e. Handle time of 13m56s on the Outbound call plus 6 secs on the Callback does equal 14m2s total).



So now it appears we are no longer going to be able to determine specific Callback AHT as it's mixed with all Outbound calls (and will have to use filters to determine the Initial Direction of Inbound and then Direction Outbound).

------------------------------
Jeff

Original Message:
Sent: 02-11-2024 17:26
From: Lawrence Drayton
Subject: Callback AHT now inaccurate?

I agree it's not as clear as it should be - My assumption here is that the AHT now does not include time in queue when it's waiting - Have you looked at the timeline for some of these interactions? What behaviour are you seeing here? 

------------------------------
Lawrence Drayton
Prvidr Pty Ltd

Original Message:
Sent: 02-11-2024 16:39
From: Jeff Hoogkamer
Subject: Callback AHT now inaccurate?

Hi All,

Since this weeks release which included a new Active Total Callback column in Performance views - we can no longer see an accurate AHT relating to a callback.

Previously the Performance view would show the correct Handle time (including Talk, Hold and ACW) against the callback interaction (i.e. if it took 7 minutes to handle the callback from the time the agent received it, until they finished the outbound call and ended the callback - it was actually showed 7 minutes).

Now the Handle calculation is totally inaccurate only showing only 5-30 seconds. This new 'Total Callback' column can't be found anywhere in the columns view to add - and we've historically never used the Outbound call AHT in any of our report configurations.



The release notes aren't very helpful in exactly how this has impacted existing metrics. There is mention "Handle time no longer incorporates time that is now classified as Active Total Callback, giving a more accurate picture of the agent's overall handle time for a Callback"  but I wouldn't have expected this to have such a negative effect on the existing metrics we've been using for years.

Has anyone seen this new column? Does this mean we now need to change our reporting to calculate the Outbound AHT to get the same values as before?

#Reporting/Analytics

------------------------------
Jeff
------------------------------

I also don't know how 'Talk' time is calculated on a callback now (or what it actually represents).

• Its the 2 interact segments on either end of Callback. Its the time the agent took to dial the customer and start the outbound call ( or via automation )  and the time it tool after the outbound Call was wrapped up to end the Callback.

And why is there talk time at the end of the calllback when the call is being wrapped up? Shouldn't that be ACW?

• ACW in most cases will be applied on the Agent-Call leg after the agent finishes speaking to a customer who requested the Callback. Once ACW is done, the agent closes the Callback ( either manually or via automation ). 
• Only in cases where the agent never dials the customer a part of a callback will ACW be after the Callback section. In that case, you will see the wrapup segment in the Agent-Callback leg. 

I can see that the 'Outbound' call in the Performance view does seem to marry up with the Interactions view (i.e. Handle time of 13m56s on the Outbound call plus 6 secs on the Callback does equal 14m2s total).

• Yes, coming to the performance views. The Agent-Call leg  contains the data from the agent calling the customer who requested the Callback. We won't replicate the same data in the Agent-Callback leg. This leg will measure what the agent is doing before actively dialing the customer who requested the Callback and the same on the flip side ( for after the Agent-Call leg has ended ) 
• This is something we are looking to see how we can improve - show the complete view of a Callback ( both the Agent-Callback leg and the Agent-Call leg ) within one view without having to switch from Callback to Call - Outbound to get the complete picture. 

There is mention "Handle time no longer incorporates time that is now classified as Active Total Callback, giving a more accurate picture of the agent's overall handle time for a Callback"  but I wouldn't have expected this to have such a negative effect on the existing metrics we've been using for years.Has anyone seen this new column? Does this mean we now need to change our reporting to calculate the Outbound AHT to get the same values as before?

Main goal was to correct inaccuracies in how we built metrics for Callbacks till now. A callback as it exists today is an Agents-Callback leg + Agent's-Call leg. Both these show the complete story of how an agent handled the Callback. We updated handle time for the Agent's Callback leg to not take into account the time they were spending on the call leg this keeping the overall handle time accurate. 

In the metrics we spit out, the following values in the Agent-Callback capture this value that we stopped taking into account. This can be added back to the handle time for a Callback to recreate what we were doing before. 

------------------------------
Sachi Pradhan
Product@Genesys
[https://twitter.com/pradhan_sabya]
[https://www.linkedin.com/in/sachipradhan/]

Original Message:
Sent: 02-11-2024 17:54
From: Jeff Hoogkamer
Subject: Callback AHT now inaccurate?

I can see the timeline does seem to show a new 'Callback' segment

Doing a comparison for this agent (who only took 1 callback in this particular queue on 2nd Feb) - when in the Interactions view the Handle and Talk time show as expected/previously. Can see how long the agent took against this interaction.



Going into the Performance view however, it's no longer clear exactly how well they are performing on callbacks as all of the metrics are almost gone

I also don't know how 'Talk' time is calculated on a callback now (or what it actually represents). The performance view shows 6 seconds of Talk time. In the timeline view I can see '4 seconds' of Interact at the beginning and 3 seconds at the end - but that is still 7 seconds. And why is there talk time at the end of the calllback when the call is being wrapped up? Shouldn't that be ACW?



I can see that the 'Outbound' call in the Performance view does seem to marry up with the Interactions view (i.e. Handle time of 13m56s on the Outbound call plus 6 secs on the Callback does equal 14m2s total).



So now it appears we are no longer going to be able to determine specific Callback AHT as it's mixed with all Outbound calls (and will have to use filters to determine the Initial Direction of Inbound and then Direction Outbound).

------------------------------
Jeff

Original Message:
Sent: 02-11-2024 17:26
From: Lawrence Drayton
Subject: Callback AHT now inaccurate?

I agree it's not as clear as it should be - My assumption here is that the AHT now does not include time in queue when it's waiting - Have you looked at the timeline for some of these interactions? What behaviour are you seeing here? 

------------------------------
Lawrence Drayton
Prvidr Pty Ltd

Original Message:
Sent: 02-11-2024 16:39
From: Jeff Hoogkamer
Subject: Callback AHT now inaccurate?

Hi All,

Since this weeks release which included a new Active Total Callback column in Performance views - we can no longer see an accurate AHT relating to a callback.

Previously the Performance view would show the correct Handle time (including Talk, Hold and ACW) against the callback interaction (i.e. if it took 7 minutes to handle the callback from the time the agent received it, until they finished the outbound call and ended the callback - it was actually showed 7 minutes).

Now the Handle calculation is totally inaccurate only showing only 5-30 seconds. This new 'Total Callback' column can't be found anywhere in the columns view to add - and we've historically never used the Outbound call AHT in any of our report configurations.



The release notes aren't very helpful in exactly how this has impacted existing metrics. There is mention "Handle time no longer incorporates time that is now classified as Active Total Callback, giving a more accurate picture of the agent's overall handle time for a Callback"  but I wouldn't have expected this to have such a negative effect on the existing metrics we've been using for years.

Has anyone seen this new column? Does this mean we now need to change our reporting to calculate the Outbound AHT to get the same values as before?

#Reporting/Analytics

------------------------------
Jeff
------------------------------