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Interaction View - question

  • 1.  Interaction View - question

    Posted 12-04-2018 09:51
    Hi,

    Are there any plans to add sorting by ANI in the Interaction View?
    There is just sorting by Date available now.


    #Reporting/Analytics

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    Regards
    Mario
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  • 2.  RE: Interaction View - question

    GENESYS
    Posted 12-05-2018 19:14
    We are working to allow the Interactions View to exported as a CSV so that you could use common tools such as Excel to be able to sort upon any fields including ANI. We do not have any plans to add in sorting by ANI. You can filter by ANI but not sure if this helps.

    I've seen sorting by ANI it in the context of trying to understand FCR and/or challenges which have resulted in repeat calls. This usually requires more data exploration to understand the initial call routing, queues/skills, disposition and how this compared to subsequent calls so that you can understand if this was truly a repeat call, an event cluster or something unrelated. I'd be interested to understand your use case and what you are looking to track.

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    Don Huovinen
    Genesys - Employees
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  • 3.  RE: Interaction View - question

    Posted 12-11-2018 04:49
    Hi Don,

    >We are working to allow the Interactions View to exported as a CSV
    What is expected availability date for interaction export?

    Rgds
    Mario

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    Mariusz Pachocki
    CGI ISMC Polska Sp. z o.o.
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  • 4.  RE: Interaction View - question

    GENESYS
    Posted 12-13-2018 09:17
    Export of Interactions View is planned for Q1 2019.

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    Don Huovinen
    Genesys - Employees
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  • 5.  RE: Interaction View - question

    GCAP Member
    Posted 12-13-2018 16:18
    This is great news. Perhaps we can add this notification to the idea submitted requesting for this?

    https://purecloud.ideas.aha.io/ideas/CLPLA-I-555

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    Angel R.
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  • 6.  RE: Interaction View - question

    GENESYS
    Posted 12-13-2018 17:21
    Agree. We are making enhancements to our processes with Ideas Lab as we move into 2019 to provide up to date info.

    I will also ensure that this is properly linked with the Q1 roadmap when published in January.

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    Don Huovinen
    Genesys - Employees
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  • 7.  RE: Interaction View - question

    GCAP Member
    Posted 12-17-2018 17:48
    Will that include capturing the system generated wrap up codes that other reports currently only partly capture?

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    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
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  • 8.  RE: Interaction View - question

    GENESYS
    Posted 12-18-2018 12:41
    The export will include the wrap code up as shown the the Interactions View. From my experience and testing the ININ-OUTBOUND... results are displayed in the wrap up field.

    You mentioned, "other reports currently only partly capture", have you observed a different behavior with the Interactions View or where there specific reports that were causing issues?

    Thanks,
    Don

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    Don Huovinen
    Genesys - Employees
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  • 9.  RE: Interaction View - question

    GENESYS
    Posted 12-19-2018 10:32
    If you are referring to the skipped interactions not listed on the detailed attempt history, those will not be included here either.  Those are not yet included in the analytics model and so they only place those can be seen is through contact list exports.

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    Chad McCormick
    Genesys - Employees
    Sr. Product Manager
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  • 10.  RE: Interaction View - question

    GCAP Member
    Posted 08-16-2019 10:21
    Hi, was there an update on the planned release of an export for interactions view ?

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    John Coyne
    FirstCare Ltd.
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  • 11.  RE: Interaction View - question

    GENESYS
    Posted 08-16-2019 10:34
    @Darlene Oordt or @Don Huovinen? ​​​

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    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
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  • 12.  RE: Interaction View - question

    GENESYS
    Posted 08-16-2019 11:20
    It's currently in development and a high priority for the team. We are targeting 2H 2019.


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    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
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  • 13.  RE: Interaction View - question

    GENESYS
    Posted 13 days ago
    Interactions export is now available! You should now find the download button in your Interactions, Agent Interactions, and Queue Interactions views if you have Analytics > Data Export All permissions. Check out the Resource Center for more information: https://help.mypurecloud.com/articles/interactions-view/.

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    Maisey Harris
    Development Group Manager, Analytics UI & Reporting
    Genesys
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  • 14.  RE: Interaction View - question

    GCAP Member
    Posted 13 days ago
    Hi

    This is great. I've been exporting data yesterday and this was really timely release for me.

    I didn't come across any partial results issue, but I did have a problem exporting data for a particular period. There was an error reading 'Failed to create export'. I was exporting all transactions by month going back to launch, but Oct 2018 wouldn't export. September 2018 would. I ended up exporting October in parts, which worked.

    Is there a size limit, or something else, explaining this?

    Thanks again
    John

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    John Coyne
    FirstCare Ltd.
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  • 15.  RE: Interaction View - question

    GENESYS
    Posted 13 days ago
    John- Thanks for the positive feedback. There is a max number of records but if your export exceeds that then you would get partial results up to that limit and not an error. If you could please re run that month and give the export a unique name and send me (Darlene.oordt@genesys.com) that export name plus your org ID and region I’ll have the team investigate. Thanks!




  • 16.  RE: Interaction View - question

    GCAP Member
    Posted 12 days ago
    I've had the partial results error show up on single days whilst the change in colour theme occurred, seems to be working ok now though.

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    Gordon Thomson
    Dialler Manager
    Actavo
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  • 17.  RE: Interaction View - question

    GENESYS
    Posted 12 days ago

    Please refer to the documentation.  There's a few reasons why you might see partial results as documented in the following article in the Additional CSV export columns section: 

    https://help.mypurecloud.com/articles/interactions-view/