Reporting on Callbacks in Genesys

Reporting on callback data in Genesys can be done in a few different ways. We'll cover them here from basic to advanced.

Queue Summary

You can report on callbacks in a Queue Summary report with a filter on Direction:

1. 1

   Choose any of the Queue data templates.

   

2. 2

   Specify your date range.

3. 3

   Filter on Queue Name as desired.

4. 4

   Click Add Filter and filter on Direction to Callback.

Agent Summary

You can report on callbacks in an Agent Activity Summary report with a filter on Direction:

1. 1

   Choose any of the Agent data templates.

   

2. 2

   Specify your date range.

3. 3

   Filter on Agent Name as desired.

4. 4

   Click Add Filter and filter on Direction to Callback.

Conversation Metrics

You can also report on callbacks using the Conversation Metrics data set. This data set is added by request to an account and is a direct stream of data from Genesys. Callback data can be seen in detail using this data set.

1. 1

   Choose Create New Report.

   

2. 2

   Choose Conversation Metrics.

3. 3

   Choose Next.

4. 4

   Choose Summary or Detail.

   

5. 5

   Set your Date Range.

6. 6

   Click Add Filter and filter to Media Type of Callback.

7. 7

   Set up your Rows as desired.

8. 8

   Set up your Values as desired.

   

Questions or feedback? Please email us at support@brightmetrics.com.