Reporting on Callbacks in Genesys

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

Queue Summary:

You can report on them in a Queue Summary report like this with a filter on Direction:

1. Choose any of the Queue data templates
2. Specify your date range
3. Filter on Queue Name as desired
4. Click Add Filter and Filter on Direction to Callback

Agent Summary:

You can report on them in an Agent Activity Summary report like this with a filter on Direction:

1. Choose any of the Agent data templates
2. Specify your date range
3. Filter on Agent Name as desired
4. Click Add Filter and Filter on Direction to Callback

Conversation Metrics:

Finally, you can report on them using the Conversation Metrics data set.  This data set is only 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. Choose to Create a New Report
2. Choose Conversation Metrics
3. Choose Next
4. Choose Summary or Detail
5. Choose Date Range
6. Click on Add Filter and filter to Media Type of Callback
7. Set up the Report as desired for Rows
8. Set up your Values as desired

Keep in mind that it may take a few attempts/offers to return a callback requested call.

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