Genesys Cloud - Main

We have just been looking at stats and there are various anomalies.  This is about Interactions and it shows @12:27 a call for 5m 57s yet the next call was at 12:27 for 13m38s.  Is this the same call as it would appear that it's the same number yet showing it as 2 different interactions.  Putting someone on hold should not constitute a new interaction.  Pls advise.

 

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Mourya
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Morning Mourya,  I'm not surprised if there were anomalies. These views seem a bit shaky sometimes.

I'd like to see if my environment is doing the same thing, we place a lot of conversation on hold. 
Could you answer a few question for me:
           What view are you looking at?
           What filters are you using?
           Have you added in the conversation ID to the fields displayed?
           Is there anything else about these conversations that is interesting?

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Chris Martin
CCS Medical
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Mourya,

I would recommend opening the interaction details page and inspecting the timeline of those conversations to find where the hold durations are coming from.  The view you're looking at can not represent the complexities of those conversations.  This doesn't mean the stats are incorrect, there is likely something non-typical about the nature of those conversations that are creating metrics in this way.  We wouldn't be able to answer your question from that screenshot alone.  If you need additional assistance, our support organization would be able to help go through those conversations in detail.

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Ryan Legner
Staff Product Manager, Genesys Cloud CX
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