What's the deal with callbacks?

[DLA]

My team and I are confused about how callbacks work. We would like to know what is included in the wait time for a callback. We have noticed that agents can sit on callbacks until the callback is completed, and this has caused some confusion. For example, a callback has been waiting in the queue for 20 minutes, an agent gets assigned the callback at the 21-minute mark, and makes the callback. However, from our end, it appears as though the agent has been sitting on that callback for more than 20 minutes.

how can we tell the difference between wait times and if the agent has made the call or not

[jacobshaw]

Hi @DLA
You can use a Conversation details query to find the duration of the segment representing the callback from from the time the agent connected to the end of the conversation.
You would first look for the participant with purpose agent, then find the session within that participant with direction outbound and mediaType callback. That session will have metrics like this

                {
                  "emitDate": "2023-11-14T13:59:56.203Z",
                  "name": "tAlert",
                  "value": 4942
                },
                {
                  "emitDate": "2023-11-14T13:59:56.203Z",
                  "name": "tAnswered",
                  "value": 18117
                },
                {
                  "emitDate": "2023-11-14T14:00:18.885Z",
                  "name": "tFirstDial",
                  "value": 40799
                },
                {
                  "emitDate": "2023-11-14T14:00:22.925Z",
                  "name": "tFirstConnect",
                  "value": 44839
                },
                {
                  "emitDate": "2023-11-14T14:00:49.206Z",
                  "name": "tHandle",
                  "value": 53003
                },
                {
                  "emitDate": "2023-11-14T14:00:49.206Z",
                  "name": "tTalk",
                  "value": 53003
                },
                {
                  "emitDate": "2023-11-14T14:00:49.206Z",
                  "name": "tTalkComplete",
                  "value": 53003
                }

You can look at the duration between tFirstConnect and tTalkComplete to know how when the actual callback took place.