Genesys Cloud - Main

Hi everyone,

We're seeing a strange issue with topic filtering in Analytics Workspace > Interactions and wanted to check if anyone else has experienced this.

We use topics to identify calls where ID&V questions may be missing, so we can review those interactions and understand why. To do this, we apply a filter on the Interactions page to show calls excluding our ID&V-related topic.

This process is generally working as expected, except for 14th and 15th August.

On those two dates only, the filter does not appear to be working correctly. It is returning calls that, when opened and reviewed, do include the ID&V topic - so they should not be appearing in the filtered list.

A few things to note:

• The filter works correctly for the days before and after 14–15 Aug
• We have not made any changes to the topics during that period
• The issue seems isolated to those two dates only... for now

Has anyone seen anything similar with topic filters behaving inconsistently for specific dates?

Any insight would be appreciated.

Thanks!

#Reporting/Analytics

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Ryan Reynolds
Projects and Technical Team Leader
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Hi Ryan,

Thanks for sharing this. As this seems to be specific to the 14th and 15th August, and you're seeing the expected results on other dates, it would be good to understand whether anyone else has experienced the same thing.

Given this appears to be a date-specific anomaly not documented as a known issue, I'd recommend:

• Opening a support case with Genesys to investigate this specific filtering behavior
• Providing examples of specific conversation IDs that appear in the filtered results but shouldn't
• Checking if any topic modifications or reprocessing jobs occurred around August 12-15

 That should help with investigating this further.

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Tracy
Genesys
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