Genesys Cloud - Main

Looking at an agent's conversation timeline I can see the following:

The agent has a call recording for the initial 1:21 interaction and I can see they then wrapped up the call.

Presumably they hit the callback option which shows as scheduled for 29:58 and is then followed by another "interaction" of 8:01 which almost add up to the conversation length.

How do I find out what happened, I am assuming the agent made the call, spoke to customer hit callback likely by mistake after 1/2 hour they entered "preview" before cancelling that after 8:01, is that a correct assumption?

#Unsure/Other

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Tarquin Bell
Australian Retirement Trust
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If you pull up the conversation in the API, you will see all that happened.  But you assumption seems correct.  The agent did make the call adn for some reason scheduled a call back and that came back to the agent (probably agent-owned callbacks is turned on) and dialed the person back.  

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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:
Sent: 03-20-2024 20:36
From: Tarquin Bell
Subject: Callback timeline

Looking at an agent's conversation timeline I can see the following:

The agent has a call recording for the initial 1:21 interaction and I can see they then wrapped up the call.

Presumably they hit the callback option which shows as scheduled for 29:58 and is then followed by another "interaction" of 8:01 which almost add up to the conversation length.

How do I find out what happened, I am assuming the agent made the call, spoke to customer hit callback likely by mistake after 1/2 hour they entered "preview" before cancelling that after 8:01, is that a correct assumption?

#Unsure/Other

------------------------------
Tarquin Bell
Australian Retirement Trust
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