Genesys Cloud CX

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  • 1.  Queue Performance / Intraday / Interactions

    Posted 04-21-2022 17:17
    Edited by Danielle La Compte 04-22-2022 12:39
    Hello -
    I'm a bit lost here.  I'm trying to find an explanation for why none of my queue performance, intraday, and interactions do not all match up.  Can someone help?  The interactions page has more calls than  queue performance and intraday.

    Example:
    I have an Inbound Voice Queue called A1.

    Queue Performance for yesterday 04/20/2022 (date filter set to: yesterday)  shows 963 calls offered with 0 flow-outs and 13 Abandon.
    Intraday for yesterday (filtered by Planning Group to just be A1 queue) :  Shows 963 calls
    ------------------
    Interactions for yesterday (filtered to A1 & same date/time as queue performance)  on the queue shows:  988  interactions
    On the interactions I've tried the following filters:
    removing outbound: 917
    no outbound:  968 (closest so far but still not matching)

     ​Any thoughts I've got to be doing something wrong?


    Thanks
    Dannie
    #Reporting/Analytics

    ------------------------------
    Danielle La Compte
    The Chamberlain Group, Inc.
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  • 2.  RE: Queue Performance / Intraday / Interactions

    Posted 05-29-2022 01:38
    Hi Danielle,

    I think the difference could be related to call transfers/calls with different skills.