Hi Diana,
In the Queue Performance view you could filter the media type as Callbacks and add the column total wait time: The total amount of time an interaction is in a queue before an agent answers it for the callback interaction.
Or in the Interactions view you can add the columns Callback – Time to first connect (The amount of time between the start of the callback ACD and the start of the first interaction segment on the voice channel) or the column Callback – Time to first dial (The amount of time between the start of the callback ACD and the start of the first dialing segment on the voice channel) depending on if you to count the time to the first connection with the customer or just first attempt at dialing the customer.
Interactions View Metrics
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 06-02-2025 11:51
From: Diana Bulloss
Subject: Callback in Queue Metrics
Our queues are configured to give callers the option to receive a callback after waiting in queue for a period of time. Once an agent becomes available, the callback is triggered. Is there a way to see the duration of time from when the caller elects a callback to when they receive the callback? Also, can we see in real time how many callbacks are pending?
#Dashboards
#Metrics
#PerformanceViews
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Diana Bulloss
Senior Manager, Reporting, Analytics
PPD Development, L.P.
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