How Can I Find Out About Callback Use?

This page previews new Interactive Insights Historical Reports that are not yet available for your use.

This article describes how you can view reports about the use of Callback in your contact center.

[+] Tip: How do I generate a report?

How do I generate a report?
The short answer is: Access Reporting in the Genesys Engage cloud, open a Callback report (from Document List > Interactive Insights > 8.1.1 > Callback), and click Refresh All to populate the report. For more information, see "How Do I Generate Historical Reports in Genesys Engage cloud?" in the appropriate Business and Enterprise Edition Genesys Engage cloud Guide.

Callback allows your customer to provide a number at which the system can call them back when an agent is available; so your customers spend less time on hold, reducing customer frustration and freeing up valuable system resources.

How Can I Quickly Judge the Overall Effect of Callback in my Contact Center?

Use the Callback Summary Report to understand overall callback success rates in your contact center. It shows, at a glance, the number and percentage of offered callbacks that were successful, versus how many were declined, canceled, or abandoned.

In addition to the Main tab, this report offers three tabs that you can use to see, respectively, the cost savings from callback, the number of attempts required to complete callbacks, and a breakdown of the customer wait times.

The following table lists the prompts you can select when you generate the Callback Summary Report:

[+] Prompts for the Callback Summary Report

Prompt	Description
Pre-set Day Filter	Choose a day from the list of preset options. This prompt overrides the Start Time and End Time values.
Start Time	Choose the day and time from which to begin collecting data into the report. This prompt has no effect if Pre-set Day Filter is set to anything except None.
End Time	Choose the day and time at which to stop collecting data into the report.
Queue	Select one or more queues from which to gather data into the report. Default: ALL
Channel	Enter one or more channels from which to gather data into the report. Default: ALL
Callback Type	Select from the list to limit the report to one or more callback types. Default: ALL
Tenant	Select one or more tenants to include in the report. Default: ALL
Minute Price	Enter a price-per-minute, which is used to calculate cost savings.

The following table lists the measures that make up the Callback Summary Report:
[+] Measures used in the Callback Summary Report

Measure	Description
Main Tab
Callback \ Offered	The total number of times that callback was offered to a customer.
Callback \ Accepted	The total number of times that callback was accepted by a customer.
Callback \ Declined	The total number of customer callback offers that were declined by the customer.
Callback \ % Declined	The percentage of customer callback offers that were declined by the customer.
Callback \ Attempted	The total number of callback attempts, including those that succeeded.
Callback \ Customer Connected	The total number of times a customer was connected after callback dialout, including instances where no agent was connected.
Callback \ % Customer Connected	The percentage of customer calls that connected after callback dialout, including instances where no agent was connected.
Callback \ % Canceled	The percentage of callback customer interactions that were canceled before completion. Includes all canceled callbacks, whether canceled manually by the customer, manually by an administrator, or automatically because the customer called again before the callback was completed.
Callback \ % Abandoned	The percentage of callback customer interactions that were abandoned by the customer while waiting for an agent to connect.
Callback \ Successful	The total number of callbacks that successfully connected the customer with an agent.
Callback \ % Successful	The percentage of callbacks that successfully connected the customer with an agent.
Callback \ % Unsuccessful	The percentage of callback customer interactions that were not completed successfully (because they were abandoned, declined, or canceled).
Savings Tab
Callback \ Successful	The total number of callbacks that successfully connected the customer with an agent.
Callback \ Saved Time	The total number of minutes of call time that were saved because of callback.
Callback \ Avg Saved Time	The average number of minutes of call time that were saved because of callback.
Money Saved	The total amount of money saved by using Callback, based on the value you enter at the Minute Price prompt. (This value is calculated at report generation time, so there is no corresponding value in the GI2 Universe.)
Avg Money Saved	The average savings per Callback call. (This value is calculated at report generation time, so there is no corresponding value in the GI2 Universe.)
by AttemptTab
Callback \ Customer Connected	The total number of times a customer was connected after dialout, including instances where no agent was connected.
Callback \ Attempt 1	The total number of callback connections that were successfully completed on the first callback attempt.
Callback \ Attempt 2	The total number of callback connections that were successfully completed on the second callback attempt.
Callback \ Attempt 3	The total number of callback connections that were successfully completed on the third callback attempt.
Callback \ Attempt 4	The total number of callback connections that were successfully completed on the fourth callback attempt.
Wait Times
Callback \ Customer Connected	The total number of times a customer was connected after a callback dialout, including instances where no agent was connected.
Callback \ Time To Abandon Waiting For Agent	After successful callback, the total amount of time all customers spent waiting for agents before abandoning the call.
Callback \ Max Time To Abandon Waiting For Agent	After a successful callback, the maximum amount of time any customer spent waiting before abandoning the call.
Callback \ Avg Time To Abandon Waiting For Agent	After successful callback, the average amount of time customers spent waiting for agents before abandoning the call.
Callback \ Successful	The total number of callbacks that successfully connected the customer with an agent.
Callback \ Time To Wait For Agent	After successful callbacks, the total amount of time all customers spent waiting for an agent.
Callback \ Max Time To Wait For Agent	After a successful callback, the maximum amount of time any customer spent waiting for an agent.
Callback \ Avg Time To Wait For Agent	After a successful callback, the average amount of time a customer spent waiting for an agent.

How Can I See Detailed Information About Each Callback in my Contact Center?

Use the Callback Details Report to learn exactly what happened with each callback scheduled in your contact center, including the time at which each state in the call began and ended, and the duration of each state.

The following table lists the prompts you can select when you generate the Callback Details Report:

[+] Prompts for the Callback Details Report

Prompt	Description
Pre-set Day Filter	Choose a day from the list of preset options. This prompt overrides the Start Time and End Time values.
Start Time	Choose the day and time from which to begin collecting data into the report. This prompt has no effect if Pre-set Day Filter is set to anything except None.
End Time	Choose the day and time at which to stop collecting data into the report.
Queue	Select one or more queues from which to gather data into the report. Default: ALL
Customer Phone Number	Select one or more customer phone numbers for which to gather data into the report. Default: ALL
Tenant	Select one or more tenants to include in the report. Default: ALL
Final or Not	Enter 1 to restrict the report to only those calls where callback was dialed, or enter 0 to include all scheduled Callbacks, even if they were never dialed.

The following table lists the measures that make up the Callback Details Report:
[+] Measures used in the Callback Details Report

Measure	Description
Main Tab
Callback Detail \ Offered	Indicates whether callback was offered to the customer. (0=no, 1=yes)
Callback Detail \ Accepted	Indicates whether callback was accepted by the customer. (0=no, 1=yes)
Callback Detail \ Ready to Start Timestamp	The date and time when the system began trying to call the customer.
Callback Detail \ Customer Connected Timestamp	The date and time when the customer connected to the call following callback.
Callback Detail \ Callback Offered Timestamp	The date and time when the opportunity to use callback was offered to a customer.
Callback Detail \ Callback Accepted Timestamp	The date and time when the customer accepted the opportunity to use callback.
Callback Detail \ Callback Attempts	The number of times the system attempted to call the customer back.
Callback Detail \ Expected Wait Time	The expected time before an agent is available to call back a customer, as of the time callback was offered.
Callback Detail \ Callback Offer Time	The amount of time that elapsed between when a callback was offered to the customer, and when the customer accepted or declined the offer.
Callback Detail \ Offline Waiting Time	The amount of time that elapsed between when the customer accepted a callback offer and the time when they were connected to an agent after callback.
Callback Detail \ Establish Time	The amount of time required to establish the outbound call.
Callback Detail \ Connect Waiting Time	The amount of time that elapsed between when the customer connected to the callback call and when an agent was connected.
Callback Detail \ Position in Queue	The customer's position in the queue when the callback dial attempt is ready to begin.
Callback Detail \ Transfer Failed	The number of failed attempts to transfer the callback interaction to the agent.
Callback Detail \ Added Agent	Indicates whether an agent was successfully added to the callback call. (0=no, 1=yes)
Callback Detail \ Abandoned Waiting	Indicates whether the call was abandoned by the customer while waiting for an agent to connect. (0=no, 1=yes)
Callback Detail \ Timeout Waiting	The number of times that a customer was disconnected because the max timeout limit was reached.
Callback Detail \ Requested Agent Assistance	The number of callbacks that were offered to customers who had requested agent assistance. (0=no, 1=yes)
Callback Detail \ Customer Phone Number	The phone number provided by the customer for callback.
Callback Detail \ Final	Whether the Callback Record id is final. (0=additional callback attempts will be processed, 1=no more dial attempts will be processed).