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  • 1.  Is there documentation on what is an "Error" in the Queue Performance view?

    Posted 03-08-2022 08:19
    Looking at some of our metrics for last week for some queues:

    • Offer: 8169
    • Handle: 10629
    • Outbound: 3196
    • Error: 877
    That "error" rate seems extremely high. Is there a way to understand more about what is classed as an error here? E.g. Maybe an outbound call where the client doesn't answer is an error? Or are we saying that each of these 877 calls failed to connect / disconnected abruptly (or similar)?

    The actual definition in the help documentation is just "The number of errors that occurred on the queue conversations."

    #Reporting/Analytics
    #Telephony

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    James Dunn
    Pitney Bowes Inc.
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  • 2.  RE: Is there documentation on what is an "Error" in the Queue Performance view?

    GENESYS
    Posted 03-09-2022 10:21
    Hi James,

    That field is just a catch all and doesn't have any one single cause. It utilizes the nError analytics metric which is defined as "The number of active sessions aborted due to an Edge or adapter error event."

    https://developer.genesys.cloud/api/rest/v2/analytics/metrics 


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    Maisey Harris
    Senior Development Group Manager, Analytics UI & Reporting
    Genesys
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  • 3.  RE: Is there documentation on what is an "Error" in the Queue Performance view?

    Top 25 Contributor
    Posted 03-09-2022 14:07
    @Maisey Harris

    Can an active session be aborted but the call still live?
    How many Edge or Adapter error events would be considered normal for a given call volume, and at what point would you need to start looking at the network or Edge?​​

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    Anton Vroon
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  • 4.  RE: Is there documentation on what is an "Error" in the Queue Performance view?

    Posted 03-10-2022 07:51
    Hi @Maisey Harris
    what do you mean exactly? Are those calls routed to an agent or are aborted?


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    Gennaro Montanino
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  • 5.  RE: Is there documentation on what is an "Error" in the Queue Performance view?

    Posted 03-10-2022 07:59
    I placed a test call yesterday (unrelated reason) and noticed that it was logged as an Error call, despite it connecting and working as expected. I'm really not sure why it was tagged as an Error and it would be good to know, but I guess the consolation is that Error != failed call.

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    James Dunn
    Pitney Bowes Inc.
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  • 6.  RE: Is there documentation on what is an "Error" in the Queue Performance view?

    GENESYS
    Posted 03-10-2022 09:36
    nError metrics can be known to throw erroneous errors.  The most common scenario is from two participants on a call disconnecting at the same time.  The edge will receive a disconnect event from participant A and then attempt to remove participant B.  If participant B has already disconnected from the call by the time that message processed, that session can throw back
              "errorInfo": {
                "code": "error.ininedgecontrol.session.inactive",
                "userMessage": "session {sessionId} is inactive for command {type}",
                "userParams": {
                  "sessionId": "cloud.command.disconnect",
                  "type": "cloud.command.disconnect"
                },
    which is noting that the session attempted to disconnect, but it's already inactive so it can't disconnect the participant.  This doesn't equate to a real issue with the conversation, but will still translate to an nError metric being emitted due to the edge running into an error path. 

    We do have an ideas page to better enhance the error situations that are being emitted https://genesyscloud.ideas.aha.io/ideas/ANLS-I-50 I welcome everyone to vote and provide their feedback so we can consider enhancing this feature in a future release.

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    Ryan Legner
    Staff Product Manager, Genesys Cloud CX
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  • 7.  RE: Is there documentation on what is an "Error" in the Queue Performance view?

    Posted 03-14-2022 07:49
    Hi @Ryan Legner
    Thank you for clarification.
    Am I assuming correctly that even a call with this type of error (disconnecting at the same time) will be reported as handled as well?



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    Gennaro Montanino
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  • 8.  RE: Is there documentation on what is an "Error" in the Queue Performance view?

    GENESYS
    Posted 03-14-2022 08:58
    Correct, other relevant metrics from the conversation should be unaffected assuming the actual conversation activity occurred as expected.

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    Ryan Legner
    Staff Product Manager, Genesys Cloud CX
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  • 9.  RE: Is there documentation on what is an "Error" in the Queue Performance view?

    Posted 12-23-2022 05:52
    @Ryan Legner Technically this fine, For customer can we tell them to ignore this column error from the report.

    Again, How to reduce this error occurrence? ​

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    Mutthukumar GM
    Tata Consultancy Services Ltd
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  • 10.  RE: Is there documentation on what is an "Error" in the Queue Performance view?

    Posted 28 days ago

    Any update on this, customer wondering about all those errors



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    Ninette Elashry
    Tykans Group Inc
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