We have agents who are being presented with a callback, accepting it, but rather than selecting the customer's phone number to begin callback they are choosing the End Callback Button. This effectively deletes the callback. Is there any way to track this behavior? The best I can find, in the interactions view, is a column for Talk Segment. It appears that successful callbacks have a talk segment of 2 or more. But I have several interaction with a Talk Segment of 1. Does that definitively show the agent Cancelled the call back rather than initiating it?
I would be delighted for support to contradict me here, but as far as I know there is no easy way to tell this has happened.
The only certain way to know what happened during a callback is to find the boundaries of the call segments start and end and look for voice/call sessions that occurred within that period. From the UI that's really only visible in the individual interaction timelines.
That said; Counting talk or dial segments may work for you situationally based on how you're using them, but won't cover all the different uses of callback.
Almost forgot to add; The preview metric tCallback might give you what you need when it becames available.
The tCallback metric could give you what you need indirectly. tCallback represents the time on the callback spent handling the voice portion of the callback. The lack of it could infer that the call was not made. For your specific use case, I think there is value in exploring a new metric that could count specifically calls made on behalf of callbacks represented as a callback metric.
I went ahead and made an idea page for tracking, feel free to upvote. https://genesyscloud.ideas.aha.io/ideas/ANLS-I-1017
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