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  • 1.  Cannot find Interactions that are showing up in Queues

    Posted 05-08-2020 13:40
    No replies, thread closed.
    There seems to be some sort of discrepancy between the Calls that are displaying in my Queues view vs. the Interactions view. 

    For example, when looking at Calls on May 8th, between 5:00am - 6:00am, the Queues view reports that we had 25 Offers (4 between 5-5:30, 21 between 5:30-6). While the Interactions view reports that we had only 2 interactions. Below are screenshots.

    Is there a reason for this discrepancy? I am fairly new to Genesys, so I'm sure I am just missing something. 


    Queues View:

    Interactions View:

    #Implementation

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    Vinod
    Earnup
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  • 2.  RE: Cannot find Interactions that are showing up in Queues

    Posted 05-08-2020 14:14
    No replies, thread closed.
    Have tried to include the Flow Outs in your Queue view ?
    Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.

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    Rico Cornelio
    Working Assets Funding Service, Inc. on behalf of itself and its affiliate, Credo Mobile, Inc.
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    Original Message


  • 3.  RE: Cannot find Interactions that are showing up in Queues

    Posted 05-08-2020 14:20
    No replies, thread closed.
    The Interactions view does not show currently connected calls unless they started or ended during the time frame selected. You cannot compare Performance views and Interactions views directly. Usually the numbers won't match (especially if a call gets dropped from the queue and re-enters the same queue or another queue, perhaps multiple times).

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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
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    Original Message


  • 4.  RE: Cannot find Interactions that are showing up in Queues

    Posted 05-13-2020 09:01
    No replies, thread closed.
    The interactions view will show interactions based on their Conversation Start date.  If the conversation lasted multiple days or if you are looking at a smaller interval, you may need to widen your date range.

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    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
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    Original Message


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