Genesys Cloud – Callback-specific analytics and service level reporting

In a future release, Genesys Cloud will introduce callback-specific analytics that measure callbacks across their lifecycle and separate Customer First Callback (CFC) activity from standard voice metrics. Supervisors and administrators will be able to track virtual wait time, callback outcomes, attempts, and scheduling, and use dedicated callback performance views. These changes provide a clearer view of callback performance and prevent CFC activity from being counted twice in standard voice metrics.

What’s changing

• Virtual wait time – Genesys Cloud will track the time from when a callback is offered to a queue until the callback outcome is determined for both Agent First Callback (AFC) and CFC.
• Callback outcomes – New callback-specific metrics will identify callbacks that connect to an agent, are abandoned after reaching the customer, or do not reach the customer.
• Callback attempts and schedules – New metrics will track the number of callback dial attempts and the number of times a callback is scheduled.
• CFC voice metrics – Genesys Cloud will separate CFC activity from standard voice metrics to prevent CFC second-pass activity from inflating voice reporting. CFC-specific metrics will include offered, wait, answered, abandon, and flow out.
• Callback service level – Organizations can opt in to calculate callback service level based on the time from callback creation until the customer connects with an agent rather than using the existing answer-based calculation. The existing calculation remains in place for organizations that do not opt in.
• Callback performance views – Analytics Workspace will include Callback Queue Performance and Callback Queue Performance Detail views with callback-specific measures such as agent connect percentage, not reached percentage, abandoned reach, average time to agent connect, service level, and average virtual wait.

Why this matters

Callbacks follow a different lifecycle from standard inbound voice interactions. Reporting them separately gives supervisors and administrators a more accurate view of how long customers wait for callbacks, whether customers are successfully reached, and how callbacks affect queue performance. Separating CFC second-pass activity from standard voice metrics also prevents that activity from distorting voice reporting and workforce planning.

Action required

Organizations that use CFC should review their existing reports, dashboards, custom calculations, and workforce planning processes before the change. Standard Offered, ACD, Answered, Abandon, and Flow Out values for CFC queues may decrease because CFC second-pass activity will move to separate callback-specific metrics – the underlying activity is not being removed. Organizations that need the previous combined totals can use custom calculations to combine the standard and callback-specific values.

Organizations can also choose whether to enable the new callback virtual wait service level calculation. Enabling it immediately changes reported service level values for the callback media type, and organizations can return to the previous calculation if needed.