Callback is a configurable option in GoTo that allows consumers to opt into being called back instead of having to wait on the line in queue. The GoTo system automatically calls the consumer back when an agent is available. Customers who opt into the callback option will not lose their place in line.

We've added callback reporting and updated outcomes to help give a better understanding dequeued/evicted calls.

Ask your administrator to verify auto-queue callback is enabled on the queue. In your center, you might opt to activate callback on some queues, but not others. To help with this, you can refer to two new columns, Callback offered and Callback requested, within the Queue caller summary table (detail view and export). For each call you can see if a callback was offered by the system and if the callback was requested by the customer.

There should be no difference in the wait time for customers opting into a callback vs. waiting in the queue, other than minor fluctuations caused by the intraday ebb and flow of workload. To perform a detailed analysis of wait, consider downloading the Queue caller summary table (detail view) where queue calls are labeled with callback requested.

The "[Average] Time in queue" label was changed to [Average] Wait time since it now applies not just to calls in queue, but also calls waiting on a callback. For calls in queue only, there is no difference from the previously reported value.

Yes, [Average] Wait time includes the total time in queue and the time the consumer waits for their callback.

• Handled — Callback completed per standard workflow.
• Pending — Callback requested and waiting for a return call.
• Evicted — Callbacks not completed (e.g., closed queue, no agents in queue, user canceled, etc)

There are still two separate rows for each call.

If a customer waiting on a callback is associated to a queue with no agents staffed or operating hours have ended, then that can result in an eviction on a pending callback. Other conditions can cause the pending callback to not be returned and these will fall into the Evicted status. Callbacks with evictions are not double counted.

Callbacks successfully returned are never counted as evicted. In fact, on the Total calls by outcome chart, you should see the Handled count increase for your center and the Evicted count drop.

We have heard this feedback, so now there is greater eviction detail in the Queue caller - details. You can find out more about the exact eviction type by opening the Interaction overview or exporting the table data. The CSV output reports separately on the three types of evictions: customer, user, and system.

Yes, the current reporting uses the callback mechanic for considering an item handled. The center has completed their core responsibility by making an effort to reach the consumer. For example, if the wrong party answers the callback, the agent is routed to consumer’s voicemail, or no one answers, "Handled" will be reported.

Not at this time. Improvements are being considered for future development.