Apologies for not updating this thread earlier.
CFCs currently introduce a unique workflow where, for each successful callback reconnect, the system generates an additional queue voice offer (i.e., the customer is brought back into queue and the agent answers a second voice interaction). While functionally necessary, this inflates queue voice metrics such as offer counts, which can lead to overestimated staffing requirements.
To address this issue, we released a fix during the week of April 28, which suppressed the second voice offer from being counted. While this initially resolved the inflated offer counts, it created gaps and inconsistencies in other callback metrics, leading us to roll the change back.
We are working on defining a long-term solution to improve callback analytics and reporting, specifically for CFCs.
As we plan this next phase, can you help guide our development by answering the following at https://genesyscloud.ideas.aha.io/ideas/DARAR-I-2203
1. Which callback metrics are most critical for your organization?
2. Do you use Genesys Cloud Analytics for callback reporting, or do you rely on external tools/integrations (e.g., BI platforms, data lakes)?
3. What are your top 2 pain points or requirements for callback reporting?
4. Do you use callback data to inform staffing/resource planning decisions? If so, what metric(s) do you use?
5. Do you have any other feedback, concerns, or suggestions related to callback reporting?
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Rini Rajan
Staff Cloud Product Manager
Genesys - Employees
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Original Message:
Sent: 06-23-2025 07:50
From: David Halliday
Subject: Customer First Callback Metrics
The duplication in "offered" is a significant issue for our adoption of this feature, as it makes it impossible for our workforce management team to plan where the offered number risks being duplicated.
There was a thread outlining a fix for this issue (Genesys Cloud - Main - Genesys) which was due to be released at the end of April. This release was noted in a Release Note and then subsequently pushed back. That other post/thread has now sadly been closed, making it difficult to engage with Ryan Legner and Rini Rajan, who were very much of the view the fix was on the way and updates would be added to that post. With that post going silent, it is rather frustrating not knowing what Genesys's plan for this fix now is.
Can one of the Genesys team please comment?
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David Halliday
Applications Team Leader
Original Message:
Sent: 06-10-2025 08:45
From: Samuel Jillard
Subject: Customer First Callback Metrics
The ideas lab is normally the best place for the latest info on upcoming functionality and its relevant idea.
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
Original Message:
Sent: 06-09-2025 11:45
From: Michael Nahass
Subject: Customer First Callback Metrics
Thanks Sam! I voted - - but I could swear I saw somewhere that this was in fact being built. What's the best way to confirm that?
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Mike Nahass
Original Message:
Sent: 06-09-2025 08:17
From: Samuel Jillard
Subject: Customer First Callback Metrics
Hi Michael
I believe they still do count as offered twice as per the Best Answer on this thread: Customer First Callback Reporting
There is an idea on the Genesys Cloud Product Ideas Lab: Customer first callback Performance Views for specific reporting on Customer First Callbacks, that you may want to vote for and add any use cases you want considered
I am also going to move this thread to the Genesys Cloud Reporting & Analytics Community
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
Original Message:
Sent: 06-06-2025 16:29
From: Michael Nahass
Subject: Customer First Callback Metrics
Two questions:
1) Customer First Callbacks used to count as two offered calls in Queue Performance "Voice". Is that still the case?
2) I could swear Genesys was adding a metric for the specific measurement of how long it took between the moment a customer receives their customer first call back and when an agent actually picks up the phone. Has that been developed?
Thanks!
#Reporting/Analytics
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Mike Nahass
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