Paul_Wilson | 2021-06-24 22:14:19 UTC | #1
Looking into the Conversation Detail data, and the callback information appears to be incorrect. ACW time is missing, the interaction time on the callback starts went the callback is offered, and not yet dialled.
This can be seen by there being two segments associated with the callback, one a voice segment the other a callback segment. The Voice part has a wrapup segment of 0 secs, and then the callback has none.
Is there a plan to remediate this information, as it makes it difficult to measure agent performance on callbacks?
Am I correct in the assumption that callbacks are behaving like preview outbound dialling campaigns? The data looks fairly similar.
tim.smith | 2021-06-25 13:00:04 UTC | #2
If you believe data you're retrieving from the API is missing or incorrect, please open a case with Genesys Cloud Care to investigate as customer-specific data cannot be investigated via the forum.
system | 2021-07-26 13:00:08 UTC | #3
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This post was migrated from the old Developer Forum.
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