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  • 1.  Callbacks reporting

    Posted 02-03-2025 09:50
    No replies, thread closed.

    Hi,

    I'm struggling to identify which metrics I need to use to track callbacks in a queue.

    I'd like to keep track of the number of callers who asked for a callback on the selected time period, and the number of handled callbacks. Also on the agent level (number of callback alerts, number of callbacks handled, and the total time spent handling callbacks).

    Can someone please help me clarify which metrics I can use ?

    Thanks


    #Reporting/Analytics

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    Pierre GARNIER
    Chef de projet Expérience Client
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  • 2.  RE: Callbacks reporting
    Best Answer

    Posted 02-03-2025 11:21
    No replies, thread closed.

    Hi Pierre,

    On the performance views you can set the media type to callback to see the stats for callback interactions

    e.g. On the Agent Performance Summary view if you set the media type to callback, it will only show the agent data related to callbacks: Filter by media type



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


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