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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: molkemon on October 02, 2019, 12:08:01 PM

Title: Callback - answered and handling time on VQ available?
Post by: molkemon on October 02, 2019, 12:08:01 PM

Hello,

we use Callbacks which are distributed via VQs. However, it seems only the offered statistic includes callbacks (I can even filter for isCallback to get only Callback offered). However, both Answered and TotalHandlingTime or AHT stats seem to no include Callback calls at all on the VQ level. Any ideas why not or how this could be achieved?

Best regards