In a nutshell, there is no way to differentiate in the view between calls manually placed outbound "on behalf of queue" by the agent and outbound calls that were placed from a Callback interaction.
The Callbacks tab doesn't solve the issue, since the number of Callbacks offered does not necessarily equal the number of outbound calls placed, and that tab won't show the Handle Time for the outbound call.
You might explore eMite or PureInsights in the AppFoundry to see if they have more granular data. Sorry, but I don't have their solutions running to be able to tell you for sure.
From an internal source:
"-Callback metrics will be updated based on accepting the callback including handle, etc - it will show here even if an outbound callback isn't placed.
-Voice metrics will be updated based on accepting and making the Outbound call on behalf of queue; we also have new metrics coming out that will include the contacting and dialing time for these calls so you can see how much time that took; the outbound segment count will be incremented."
That said, the new voice metrics will not differentiate between the manual outbound dials vs. callback dials.
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George Ganahl
Principal Program Manager
Genesys
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Original Message:
Sent: 10-09-2018 09:45
From: Jordan Robinson-Rucker
Subject: "Handle" Metric in the UI
Would the media type filters help some? You can use the media type filters to filter the metrics to show only callbacks. (The phone filter shows all phone-related media including callbacks, but you can filter for outbound calls as mentioned previously.) 
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Jordan Robinson-Rucker
PureCloud Technical Writer
Genesys - Employees
Original Message:
Sent: 10-08-2018 13:07
From: Trent Vance
Subject: "Handle" Metric in the UI
Exactly.
You made "one call back and two outbound calls on behalf of the queue". And "Handle" shows 3, with your filter, and with the Outbound column. But how do you differentiate the Outbound calls made on behalf of a queue, and the outbound call made on behalf of the callback?
Which calls are being made from the queue directly by the agent? And which calls are being made on behalf of the callback?
The customer needs to know the difference.
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Trent Vance
Avtex
Original Message:
Sent: 10-08-2018 12:39
From: Sajid Abbas
Subject: "Handle" Metric in the UI
My best guess is - if you have outbound as a filter selected to rule out inbound calls then outbound - handle should be your callbacks.
I have many inbound calls but in below case I made one call back and two outbound calls on behalf of the queue.
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Cheers,
Sajid Abbas Malek
Al-Futtaim Technologies
Original Message:
Sent: 10-08-2018 12:02
From: Trent Vance
Subject: "Handle" Metric in the UI
Answered, unfortunately doesn't really help.
The issue is, if I dial outbound on behalf of a queue or on behalf of a callback, "Handle" gets incremented. But "Answered" does not. In a busy contact center where agents perform both of those actions as well as take inbound calls, this results in data that looks confusing and is hard to interpret. An agent could have 20 "Handed" interactions, but only 3 "Answered", for example.
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Trent Vance
Avtex
Original Message:
Sent: 10-08-2018 11:59
From: Sajid Abbas
Subject: "Handle" Metric in the UI
See if Answered vs Handled helps?
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Cheers,
Sajid Abbas Malek
Al-Futtaim Technologies
Original Message:
Sent: 10-08-2018 11:27
From: Trent Vance
Subject: "Handle" Metric in the UI
Is there anything I can add or anything I may be over looking in the UI that would help differentiate why the "Handle" metric is being incremented?
Right now, it gets incremented for inbound ACD Voice interactions, manually dialed outbound calls on behalf of a queue, and outbound calls made on behalf of an inbound ACD Callback interaction? In an customer environment where agents routinely handle all 3 of these scenarios, it results in confusing interpretation of an agents activity.
This is especially troublesome in the Agents Performance view. "Handle" may have a value of 5, when no Phone interactions have been answered at all. The customer is trying to tie together this data with agent and queue reports, and coming up short. I've tried adding the "Outbound" column to the Agents Performance view, but it still doesn't differentiate between outbound calls on behalf of a queue, and outbound calls on behalf of a callback itself.
Thanks,
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Trent Vance
Avtex
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