Comments
100% agreed. The system-initiated outbound callback call is not currently shown as an active interaction in the real-time dashboards. This results in an incomplete picture of real-time voice load and agent engagement, especially for organizations with high callback volumes. When callbacks represent a significant share of inbound demand, this gap makes it difficult to monitor actual active voice traffic in real time, accurately assess agent occupancy and workload and maintain service levels during peak periods. It would be great to see a roadmap update or planned enhancement to include callback calls in Omnichannel real-time analytics.
This further development would be very helpful. It would be another important option for defining the basis for calculating the bonus. The system already offers various settings for this (e.g., whether credits and/or discounts should be included in the bonus calculation). The option of taking charges into account is at least as relevant for my current customer.