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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Original Message:
Sent: 03-10-2022 07:58
From: James Dunn
Subject: Is there documentation on what is an "Error" in the Queue Performance view?
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.
Original Message:
Sent: 03-10-2022 07:50
From: Gennaro Montanino
Subject: Is there documentation on what is an "Error" in the Queue Performance view?
Hi @Maisey Harris
what do you mean exactly? Are those calls routed to an agent or are aborted?
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Gennaro Montanino
Original Message:
Sent: 03-09-2022 10:20
From: Maisey Harris
Subject: Is there documentation on what is an "Error" in the Queue Performance view?
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
------------------------------
Maisey Harris
Senior Development Group Manager, Analytics UI & Reporting
Genesys
Original Message:
Sent: 03-08-2022 08:18
From: James Dunn
Subject: Is there documentation on what is an "Error" in the Queue Performance view?
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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