So, are you talking about the actual callback participant or the entire conversation with inbound call, callback, and outbound participants. I would assume it depends on where you are reporting from. I can see it affecting the outbound call and callback side of things, but not just the inbound side.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 10-26-2023 18:23
From: Eriberto Mendoza
Subject: Callbacks Impact on ASA & AHT
Does anyone know if callbacks metrics such as ASA and AHT are included in the voice channel reporting? If not, would there be a way to include them? Would including them cause a negative impact on the ASA & AHT?
#Reporting/Analytics