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Hi All,

Just hoping to find some answers regarding the metric nconversations, which is used in the Channel Insight dashboard. If we look into the documentation page for Genesys -Conversation Aggregate Query   the description of nConnected and nConversations metrices are similar with minor differences (media type supported and Preview).

Can someone guide me to right direction to point out the key differences between the 2 metrices? The numbers does not match when we compare the Channel Insights dashboard and Queue performance report.  We notice a vast difference in the number of interactions that has come to each Division.

Has anyone else experienced an issue?

Kind regards,

Rohan

Hi Rohan,

The thread below is relevant for the mismatch side of your question, even though it is not specifically comparing nConversations and nConnected:

https://community.genesys.com/discussion/in-queue-performance-vs-queue-interactions-report-mismatch-counts

From my understanding, different Genesys reports can count interactions in different contexts, for example based on what happened during the selected interval versus when the interaction originally started. That can lead to differences between dashboards and reports even when they are looking at similar activity.

So my understanding would be:

• nConversations is the broader conversation count in the reporting context
• nConnected is more focused on connected interactions in that reporting context

Because of that, and because Channel Insights is a broader dashboard view, it would not be surprising to see differences when comparing it with Queue Performance style reporting.

Reference:
https://help.mypurecloud.com/articles/channel-insights-dashboard/

https://community.genesys.com/discussion/in-queue-performance-vs-queue-interactions-report-mismatch-counts

Hope this helps and someone from the community who has worked more closely with these specific metrics may be able to add further clarity as well.

Thanks for your quick reply @Phaneendra Avatapalli. Really appreciate that.

Queue performance and Channel Insights reports both use the aggregate query API. The difference is just the metrics used. Queue performance uses nConnected whereas nConversations metric is used for Channel Insights. The questions still remains about what the broader conversation count in the reporting context mean?

Genesys documentation does not explain that clearly which is why I am reaching out to this community for a better understanding.

Thanks in advance 😊

Kind regards,

Rohan