Callbacks in Historical Metric Reporting - Moving Queues

Question

Hi,

Wondering if someone knows the answer to this.  
If I create a flow, with a Callback option in queue offered after the customer has already been waiting for 3 mins... Then move the call out of the original queue to a dedicated Callback queue (to monitor RealTime stats and control demand) how does this affect my reporting? 
ie, The call was available to be answered on the original queue 'Queue 1' for X amount of time before it was moved out to 'Queue 2' (Dedicated callback queue) to be managed. 
In Historical reporting, will the call affect the statistics in both 'Queue 1' and 'Queue 2'?  eg, will it be included in the metrics for Calls Queued, Calls Incoming etc etc against Queue 1 and also Queue 2.... Or will it be excluded from Queue 1 data?

Accepted Answer

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)

Callbacks in Historical Metric Reporting - Moving Queues

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