Callbacks in Historical Metric Reporting - Moving Queues

In this scenario, there are two legs to the call, and if you pull the Contact Records from Contact Search, you will see the parent/child relationship. The first leg of the call in Queue1, it will count toward enQueued/deQueued, but it is neither HANDLED or ABANDONED because it knows the child CR is a callback. But the first leg will have queue duration and therefore affecting Service Level calculation and call counting (queued) toward Queue1.

The second leg of the call with initiation of CALLBACK, will only affect Queue2 (callback queue), and it will have its own queue duration, queued, HANDLED or ABANDONED. And affect service level ONLY in Queue2 metrics.

reporting does not combine these two legs into a single call when it comes to queue reporting, they are two legs and therefore two calls from reporting perspective. Therefore if you have chosen the callback queue to be the same queue (Queue1), metric would look like two calls, but between these two "calls", there is only 1 disposition (handled or abandoned)