Genesys Cloud - Main

Good Morning Everyone,

We have a case logged with support regarding reporting in Genesys and the differences between the reports exported and the agent performance view in PureCloud. 

There seems to be a set number of agents that have a handled number of calls in the agent performance view and then when exporting interactions that number does not match up. The contact centre run a report each morning for the day before and need the numbers to be one view of the truth. 

Is anyone else having this issue?

Thanks,
#Reporting/Analytics

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Phill Purnell
Now: Pensions
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There are various reasons why performance metrics and raw Interactions view metrics do not match up. 

One article that relates:

https://help.mypurecloud.com/faq/offered-metric-not-always-equal-answered-plus-abandoned-metrics/

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George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
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If you are comparing an exported report of interaction records to an aggregated set of data, you do run the risk of inconsistencies, but to be clear, neither source of data is wrong. One source of confusion is that they are anchored to different periods of time -- interaction records are anchored to conversation start and with the asynchronous media types in particular, this can cause you to have to expand your search window, but aggregate (numerical) data points are anchored to event time. Example, ACW is bucketed in the 30-minute interval in which wrap up ended, which means that for a single interaction, your data can fall in several different interval buckets.

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Maisey Harris
Development Group Manager, Analytics UI & Reporting
Genesys
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