Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: schut1mj on October 16, 2018, 05:38:19 PM

Title: CallBack Queue Question
Post by: schut1mj on October 16, 2018, 05:38:19 PM

Hi,

We are reporting our callbacks within a queue summary report, when we pull the report, Accept Service Level % is populating for those calls that were completed within the callback process (out queues).  What parameters are used to determine whether or not a callback call meets service level?  When looking at the SQL, it shows that it's calculated against the ACCEPTED_THR, is there a platform setting like q-answer-threshold-voice that applies to out queues?

Title: Re: CallBack Queue Question
Post by: hsujdik on October 17, 2018, 02:16:04 AM

I don’t really understood if this is what you need, but you can configure the option q-answer-threshold-voice at  VirtualQueue-level. Just create a section called gim-etl at its annex and insert that option and the value that you want.