Hi everybody,

in the "FLOW" view, you can see different call metrics in the IVR, including calls disconnected from the system due to an error.

We have verified that in the metric "System Error Disconnected" are also counted calls that, when you don't make any choice, are disconnected because of the value as defined in the "Default Menu Choice" option in Architect Menu.



These calls should not be counted as errors, because they are properly disconnected from the system.

This sounds like a bug to me, what do you think?

thank you so much!
#Reporting/Analytics

------------------------------
Andrea Clivati

------------------------------

Andrea, Thank you so much for isolating that. I was scratching my head on this and that makes sense. To be honest this information is really useful and I agree with you that these are genuine disconnections because the customer failed to make a choice, which is how I have designed some parts of my IVR but in others I have set up a different default menu choice.

------------------------------
James Ross
Fair Work Ombudsman
------------------------------

Original Message:
Sent: 09-26-2019 09:49
From: Andrea Clivati
Subject: "System error disconnect" metric issue

Hi everybody,

in the "FLOW" view, you can see different call metrics in the IVR, including calls disconnected from the system due to an error.

We have verified that in the metric "System Error Disconnected" are also counted calls that, when you don't make any choice, are disconnected because of the value as defined in the "Default Menu Choice" option in Architect Menu.

These calls should not be counted as errors, because they are properly disconnected from the system.

This sounds like a bug to me, what do you think?

thank you so much!
#Reporting/Analytics

------------------------------
Andrea Clivati

------------------------------

Hi Andrea and James,

Thank you both for your feedback.  That behavior is actually as-indented, but I do agree that you make good points about viewing the disconnect due to exceeding the maximum menu repeats as a normal flow action vs. an error action.  I will start a discussion with Development about this and will get back to you with what we decide. Thanks again - we really do appreciate all input!

Rebecca

------------------------------
Rebecca Owens
PureCloud Self-Service Product Manager
Genesys - Employees
------------------------------

Original Message:
Sent: 09-27-2019 03:01
From: James Ross
Subject: "System error disconnect" metric issue

Andrea, Thank you so much for isolating that. I was scratching my head on this and that makes sense. To be honest this information is really useful and I agree with you that these are genuine disconnections because the customer failed to make a choice, which is how I have designed some parts of my IVR but in others I have set up a different default menu choice.

------------------------------
James Ross
Fair Work Ombudsman

Original Message:
Sent: 09-26-2019 09:49
From: Andrea Clivati
Subject: "System error disconnect" metric issue

Hi everybody,

in the "FLOW" view, you can see different call metrics in the IVR, including calls disconnected from the system due to an error.

We have verified that in the metric "System Error Disconnected" are also counted calls that, when you don't make any choice, are disconnected because of the value as defined in the "Default Menu Choice" option in Architect Menu.

These calls should not be counted as errors, because they are properly disconnected from the system.

This sounds like a bug to me, what do you think?

thank you so much!
#Reporting/Analytics

------------------------------
Andrea Clivati

------------------------------

Thanks Rebecca! & Thanks also to Cole - I am a bit behind on my Q & A sessions :(

------------------------------
James Ross
Fair Work Ombudsman
------------------------------

Original Message:
Sent: 09-27-2019 15:25
From: Rebecca Owens
Subject: "System error disconnect" metric issue

Hi Andrea and James,

Thank you both for your feedback.  That behavior is actually as-indented, but I do agree that you make good points about viewing the disconnect due to exceeding the maximum menu repeats as a normal flow action vs. an error action.  I will start a discussion with Development about this and will get back to you with what we decide. Thanks again - we really do appreciate all input!

Rebecca

------------------------------
Rebecca Owens
PureCloud Self-Service Product Manager
Genesys - Employees

Original Message:
Sent: 09-27-2019 03:01
From: James Ross
Subject: "System error disconnect" metric issue

Andrea, Thank you so much for isolating that. I was scratching my head on this and that makes sense. To be honest this information is really useful and I agree with you that these are genuine disconnections because the customer failed to make a choice, which is how I have designed some parts of my IVR but in others I have set up a different default menu choice.

------------------------------
James Ross
Fair Work Ombudsman

Original Message:
Sent: 09-26-2019 09:49
From: Andrea Clivati
Subject: "System error disconnect" metric issue

Hi everybody,

in the "FLOW" view, you can see different call metrics in the IVR, including calls disconnected from the system due to an error.

We have verified that in the metric "System Error Disconnected" are also counted calls that, when you don't make any choice, are disconnected because of the value as defined in the "Default Menu Choice" option in Architect Menu.

These calls should not be counted as errors, because they are properly disconnected from the system.

This sounds like a bug to me, what do you think?

thank you so much!
#Reporting/Analytics

------------------------------
Andrea Clivati

------------------------------

Hi Andrea, 

Thanks for posting your question here in the community! Turns out, this question was discussed in the most recent episode of the PureCloud Community Q&A Show. Check it out here!

------------------------------
Cole Callahan
Genesys - Employees
Online Community Coordinator
------------------------------

Original Message:
Sent: 09-26-2019 09:49
From: Andrea Clivati
Subject: "System error disconnect" metric issue

Hi everybody,

in the "FLOW" view, you can see different call metrics in the IVR, including calls disconnected from the system due to an error.

We have verified that in the metric "System Error Disconnected" are also counted calls that, when you don't make any choice, are disconnected because of the value as defined in the "Default Menu Choice" option in Architect Menu.

These calls should not be counted as errors, because they are properly disconnected from the system.

This sounds like a bug to me, what do you think?

thank you so much!
#Reporting/Analytics

------------------------------
Andrea Clivati

------------------------------

Nice!

------------------------------
Tom Hynes
Lead Software Engineer
Genesys - Employees
------------------------------

Original Message:
Sent: 09-30-2019 13:02
From: Cole Callahan
Subject: "System error disconnect" metric issue

Hi Andrea,

Thanks for posting your question here in the community! Turns out, this question was discussed in the most recent episode of the PureCloud Community Q&A Show. Check it out here!

------------------------------
Cole Callahan
Genesys - Employees
Online Community Coordinator

Original Message:
Sent: 09-26-2019 09:49
From: Andrea Clivati
Subject: "System error disconnect" metric issue

Hi everybody,

in the "FLOW" view, you can see different call metrics in the IVR, including calls disconnected from the system due to an error.

We have verified that in the metric "System Error Disconnected" are also counted calls that, when you don't make any choice, are disconnected because of the value as defined in the "Default Menu Choice" option in Architect Menu.

These calls should not be counted as errors, because they are properly disconnected from the system.

This sounds like a bug to me, what do you think?

thank you so much!
#Reporting/Analytics

------------------------------
Andrea Clivati

------------------------------