Genesys Cloud - Main

Hey, 

I have a couple of questions in relation to Callbacks ~

1) If we have a number of Callbacks in Queue and agents respond to a number of them by dialing out to the customer, the agent then reaches voicemail and decides to schedule another Callback.   When looking at the Queue Activity Performance display, does the longest waiting call for the Callback interaction include the timeframe that the Scheduled callbacks are following? 
   a)  Do the scheduled callback timeframes effect the Estimated Wait time function used within the Flow? 
   b)  If we have a large number is regular Callbacks, scheduled Callbacks and Voice interactions holding in one queue, how does this effect the calculation for Longest wait and Estimated wait times?  What if the Scheduled callbacks are rescheduled 2 or more times - So one interaction originates as a Callback and is then rescheduled 2 - 4 times. 

2) Lets say an agent selects "Begin Callback", dials out and then ends the conversation - once back on the callback screen, instead of selecting "End Callback" they just hit "Done" .. What happens? Does the Callback go back into the queue at the end of the line and start over? Does the longest waiting call time include this interaction? 
   a) Is there an API for conversation details (or other) that we can run in order to tell what an agent selected at the end of a Callback interaction?  A segment filter or some parameter? 

3) When looking at the specific Queue Activity Details for a selected Queue it will list the 'waiting' interactions, how is PureCloud suppose to show this information.
   a) Do scheduled Callbacks display with the duration being from the original Conversation Start time or the rescheduled time? 
   b) If we have say, 100 scheduled callbacks listed in Performance > Scheduled Callbacks are those suppose to show in the Waiting list?  And if we see only a couple,  why are the others not displaying? 
   c) In this Waiting section of Queue Activity - link this to question 1.b - if we have more than 500 regular callbacks, more than 100 scheduled ones and 50 live voice calls ... how is the Waiting list sorted? 


Any insight on these would be great :) 
Thanks!
#Reporting/Analytics

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Kymberli O'Hagan
Product Owner - Omni Channel
Alberta Motor Association
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Hi Kymberli,

Our friend @George Ganahl provides some insight in the most recent episode of the Genesys Cloud Community Q&A Show. You can check it out here!
​

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Cole Callahan
Genesys - Employees
Online Community Coordinator
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Original Message:
Sent: 01-17-2020 22:38
From: Kymberli O'Hagan
Subject: Questions: Callback Interaction - Scheduled Callbacks

Hey,

I have a couple of questions in relation to Callbacks ~

1) If we have a number of Callbacks in Queue and agents respond to a number of them by dialing out to the customer, the agent then reaches voicemail and decides to schedule another Callback.   When looking at the Queue Activity Performance display, does the longest waiting call for the Callback interaction include the timeframe that the Scheduled callbacks are following?
   a)  Do the scheduled callback timeframes effect the Estimated Wait time function used within the Flow?
   b)  If we have a large number is regular Callbacks, scheduled Callbacks and Voice interactions holding in one queue, how does this effect the calculation for Longest wait and Estimated wait times?  What if the Scheduled callbacks are rescheduled 2 or more times - So one interaction originates as a Callback and is then rescheduled 2 - 4 times.

2) Lets say an agent selects "Begin Callback", dials out and then ends the conversation - once back on the callback screen, instead of selecting "End Callback" they just hit "Done" .. What happens? Does the Callback go back into the queue at the end of the line and start over? Does the longest waiting call time include this interaction?
   a) Is there an API for conversation details (or other) that we can run in order to tell what an agent selected at the end of a Callback interaction?  A segment filter or some parameter?

3) When looking at the specific Queue Activity Details for a selected Queue it will list the 'waiting' interactions, how is PureCloud suppose to show this information.
   a) Do scheduled Callbacks display with the duration being from the original Conversation Start time or the rescheduled time?
   b) If we have say, 100 scheduled callbacks listed in Performance > Scheduled Callbacks are those suppose to show in the Waiting list?  And if we see only a couple,  why are the others not displaying?
   c) In this Waiting section of Queue Activity - link this to question 1.b - if we have more than 500 regular callbacks, more than 100 scheduled ones and 50 live voice calls ... how is the Waiting list sorted?


Any insight on these would be great :)
Thanks!
#Reporting/Analytics

------------------------------
Kymberli O'Hagan
Product Owner - Omni Channel
Alberta Motor Association
------------------------------