Callback calls and real time information service level & TSF

[ChrisCheops]

Hi,

I set up several taskflows, including one with a svi redistributing to the other topics.
For a call to be considered positive in the statistics (real time or historical), it must be answered within 2 hours.
In my taskflows, I suggest that the caller be called back. Normally, from what I thought I understood, it is that if the recall is done in compliance with the conditions (call before 2h) it is considered as positive, however in the statistics, these calls are neither considered as lost, nor positive count...and we see well these calls with the callback call counter.
This means that the percentage of Service level and TSF decreases when it should not... so this counter is no longer representative of the activity.
However, I have configured my topics and agent groups as follows:

Does anyone have any idea what's going on? How can we ensure that callback calls are reflected positively in the statistics, if this is done within 2 hours?

 

[janni78]

If you're using the feature where callbacks stay in queue they are counted as answered or lost as any other call, think the callback counter is just for how many where callbacks.

"Trying is the first step to failure..." - Homer

 

[ChrisCheops]

Yes, the call remains in the queue even though the call is hung up by the system. However, these calls are not counted as answered calls... and as a result the TSF or service level is negatively impacted...

 

[janni78]

According to docs the callback should count towards answered if successful and abandoned if unsuccessful.

If you can prove this is not the case then you need to raise a ticket.

"Trying is the first step to failure..." - Homer

 

[ChrisCheops]

yes i can prove it...
Ok, thanks Janni ! I'l raise a new ticket !