Genesys Cloud - Main

Curious if anyone else has noticed that if you have a call placed, then a callback is scheduled, for whatever reason, campaign reschedule, agent scheduled ( I am still testing customer VM callback scheduled), the initial call creates the Conversation ID, then any callback associated with this initial call is then appended back to the initial Conversation ID.  

Example: 
Call is placed on the 15th, customer cannot finish the call, needs to be called back, callback is scheduled. Callback pops on the 20th and is placed. The agent that makes the callback on the 20th has no record that this callback took place on the 20th. 

I had to do a month wide search, then find the initial call, the callback that was placed on the 20th was appended back to the 15th. If I do a search via Interaction View, or Interaction Details Report for the agent on the 20th, nothing shows up. 

I was told that this is working as designed. How are we to get proper reporting for an agent and the calls/callbacks they place on the daily? I could be missing a way to report on this, if so, please let me now if you have come up with a way to see true calls/callback for an agent each day.
#Reporting/Analytics

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Angelia Harper
Avtex
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Hello Angelia,

What you're experiencing is a limitation with how conversations are indexed in the data store for conversation detail data.  This limitation is explained further in the Important note on this page: Detail query syntax

Mypurecloud		remove preview
Detail query syntax PureCloud Developer Center | Genesys View this on Mypurecloud >

------------------------------
Ryan Legner
Senior Engineer, Cloud Critical Operations & Support
Genesys - Employee
------------------------------

Original Message:
Sent: 11-27-2018 11:01
From: Angelia Harper
Subject: Callback Reporting/Analytics

Curious if anyone else has noticed that if you have a call placed, then a callback is scheduled, for whatever reason, campaign reschedule, agent scheduled ( I am still testing customer VM callback scheduled), the initial call creates the Conversation ID, then any callback associated with this initial call is then appended back to the initial Conversation ID.

Example:
Call is placed on the 15th, customer cannot finish the call, needs to be called back, callback is scheduled. Callback pops on the 20th and is placed. The agent that makes the callback on the 20th has no record that this callback took place on the 20th.

I had to do a month wide search, then find the initial call, the callback that was placed on the 20th was appended back to the 15th. If I do a search via Interaction View, or Interaction Details Report for the agent on the 20th, nothing shows up.

I was told that this is working as designed. How are we to get proper reporting for an agent and the calls/callbacks they place on the daily? I could be missing a way to report on this, if so, please let me now if you have come up with a way to see true calls/callback for an agent each day.
#Reporting/Analytics

------------------------------
Angelia Harper
Avtex
------------------------------

Thank you for the reply @Ryan Legner​

------------------------------
Angelia Harper
Avtex
------------------------------

Original Message:
Sent: 11-28-2018 10:19
From: ryan legner
Subject: Callback Reporting/Analytics

Hello Angelia,

What you're experiencing is a limitation with how conversations are indexed in the data store for conversation detail data.  This limitation is explained further in the Important note on this page: Detail query syntax

Mypurecloud		remove preview
Detail query syntax PureCloud Developer Center | Genesys View this on Mypurecloud >

------------------------------
Ryan Legner
Senior Engineer, Cloud Critical Operations & Support
Genesys - Employee

Original Message:
Sent: 11-27-2018 11:01
From: Angelia Harper
Subject: Callback Reporting/Analytics

Curious if anyone else has noticed that if you have a call placed, then a callback is scheduled, for whatever reason, campaign reschedule, agent scheduled ( I am still testing customer VM callback scheduled), the initial call creates the Conversation ID, then any callback associated with this initial call is then appended back to the initial Conversation ID.

Example:
Call is placed on the 15th, customer cannot finish the call, needs to be called back, callback is scheduled. Callback pops on the 20th and is placed. The agent that makes the callback on the 20th has no record that this callback took place on the 20th.

I had to do a month wide search, then find the initial call, the callback that was placed on the 20th was appended back to the 15th. If I do a search via Interaction View, or Interaction Details Report for the agent on the 20th, nothing shows up.

I was told that this is working as designed. How are we to get proper reporting for an agent and the calls/callbacks they place on the daily? I could be missing a way to report on this, if so, please let me now if you have come up with a way to see true calls/callback for an agent each day.
#Reporting/Analytics

------------------------------
Angelia Harper
Avtex
------------------------------

Certainly understand your frustrations @Angelia Harper, we also experience this on a daily basis only got wing of it when a supervisor raised it. Certainly would be better if it logged the end callback on the date it re-occurred. 
Using wrap up codes to determine the daily/weekly results in our case leaves supervisors searching for the callback that may have revenue attached to it, is very time consuming.

While the post provided gives insight, i suppose you need to have some sort of development background to make sense of it all.


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Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------

Original Message:
Sent: 11-28-2018 10:54
From: Angelia Harper
Subject: Callback Reporting/Analytics

Thank you for the reply @Ryan Legner​

------------------------------
Angelia Harper
Avtex

Original Message:
Sent: 11-28-2018 10:19
From: ryan legner
Subject: Callback Reporting/Analytics

Hello Angelia,

What you're experiencing is a limitation with how conversations are indexed in the data store for conversation detail data.  This limitation is explained further in the Important note on this page: Detail query syntax

Mypurecloud		remove preview
Detail query syntax PureCloud Developer Center | Genesys View this on Mypurecloud >

------------------------------
Ryan Legner
Senior Engineer, Cloud Critical Operations & Support
Genesys - Employee

Original Message:
Sent: 11-27-2018 11:01
From: Angelia Harper
Subject: Callback Reporting/Analytics

Curious if anyone else has noticed that if you have a call placed, then a callback is scheduled, for whatever reason, campaign reschedule, agent scheduled ( I am still testing customer VM callback scheduled), the initial call creates the Conversation ID, then any callback associated with this initial call is then appended back to the initial Conversation ID.

Example:
Call is placed on the 15th, customer cannot finish the call, needs to be called back, callback is scheduled. Callback pops on the 20th and is placed. The agent that makes the callback on the 20th has no record that this callback took place on the 20th.

I had to do a month wide search, then find the initial call, the callback that was placed on the 20th was appended back to the 15th. If I do a search via Interaction View, or Interaction Details Report for the agent on the 20th, nothing shows up.

I was told that this is working as designed. How are we to get proper reporting for an agent and the calls/callbacks they place on the daily? I could be missing a way to report on this, if so, please let me now if you have come up with a way to see true calls/callback for an agent each day.
#Reporting/Analytics

------------------------------
Angelia Harper
Avtex
------------------------------