Workforce Engagement Management

Sign Up

  • 1.  Data Discrepancy in Queue Reporting

    Posted 5 days ago
    Edited by ATUL ARYA 5 days ago

    I'm running into a strange data discrepancy while fetching queue-wise data in Genesys Cloud, and I wanted to see if anyone else has faced this recently.

    I fetched data for 28 Virtual Queues (VQs). While 27 of them look perfectly fine, one specific VQ is showing incorrect numbers.

    As you can see in the screenshot below, the system is reporting 24 emails, but when looking at the actual interaction level, there are only 6 interactions visible.

    I am trying to figure out the root cause: Is the summary total wrong, or is the interaction view failing to load/include the rest of the data for this specific VQ?


    #GeneralQuestion #Workforcemanagement #ReportingMetrics #QueueReports

    ------------------------------
    Atul Arya
    Workforce Analyst
    ------------------------------



  • 2.  RE: Data Discrepancy in Queue Reporting

    Posted 4 days ago

    Hi Atul,

    Most likely the difference comes from how Genesys counts metrics vs interactions.

    The "24 emails" is probably counting queue segments (offered/handled/requeued), not unique interactions. A single email can be counted multiple times if it was transferred, requeued, or handled by multiple agents, while still appearing as one interaction in the detail view (that's why you only see 6).

    Also worth double-checking:

    • Same time range & timezone
    • Same filters (media type, queue, etc.)

    In most cases like this, it's not missing data, just a difference between segment-level vs conversation-level counting.



    ------------------------------
    Cesar Padilla
    INDRA COLOMBIA
    ------------------------------



  • 3.  RE: Data Discrepancy in Queue Reporting

    Posted 4 days ago

    Thank you for your response. I completely agree with your understanding of the concept.

    I pull data from Genesys every month to publish the Answering % report, and I haven't had any issues so far. I'm using the same filters that I use for the other 28 VQs.

    While cross-checking the data, I noticed that the issue seems to be with one specific VQ, which I've highlighted in the attached screenshot. If I remove that VQ, the numbers look correct.

    I'm just trying to understand why the raw data is showing incorrect values for this particular VQ.  #Workforcemanagement #QueueReports #AgentInteractions



    ------------------------------
    Atul Arya
    Workforce Analyst
    ------------------------------

    Original Message


Related Content