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  • 1.  Discrepancy between Total Calls Offered and Answered + Abandoned + Flow Out

    Posted 09-14-2023 18:02

    Hi, 

    We've noticed a discrepancy between the total calls offered vs the Answered + Abandoned + Flow Out. Per review, it seems like these calls are tagged with System as Disconnect Type. 

    And the Disconnect Reason is Conference Transfer. Anyone else who has experienced this? Aside from knowing what's causing this, we would like to be able to either remove, or reflect this on the summary report in Genesys. But I cannot find a column that would show this. 


    #Genesys Cloud CX
    #Workforce Management

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    Anna Jhane Mulinyawe
    Accenture LLP
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  • 2.  RE: Discrepancy between Total Calls Offered and Answered + Abandoned + Flow Out

    Posted 09-15-2023 08:53

    Hi Anna,

    Are you conparing Queue Performance to Intraday?  My understanding is those will never match and that Queue Performace will always be higher because of transfers.  That really bugs be that they don't match exactly but that has been my expereince with other products and Genesys variations, as well.  



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    [Gina] [Palmer]
    [Workforce Manager]
    [Papa]
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    Original Message


  • 3.  RE: Discrepancy between Total Calls Offered and Answered + Abandoned + Flow Out

    Posted 09-17-2023 14:52

    Hi Gina, 

    We are actually just comparing numbers on the Queue performance view. Offered is 3 more than answered + flowout + abandoned. And that is just for one day. And we have observed this on a number of days. 



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    Anna Jhane Mulinyawe
    Accenture LLP
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    Original Message


  • 4.  RE: Discrepancy between Total Calls Offered and Answered + Abandoned + Flow Out

    Posted 09-17-2023 09:23
    Edited by Tracy Vickers 08-04-2025 05:26

    Hi Anna - 

    I'm unable to reproduce Offered not equaling out to Answered + Abandoned + Flowed Out, except in the case where interactions traverse intervals.  That said, if a call is Offered to a queue at 1:55 PM, and Abandons at 2:01 PM, and you are only looking 1:30 PM interval data, then it wouldn't equal out. This is the same if the call would have been Answered or Flowed Out of the queue at 2:01.

    However, if you take in the full day's worth of calls across intervals, this is no longer an issue. I mention this, because in your screenshot it looks like the call lasts almost an hour, so it certainly would have been traversing across multiple intervals.

    More information can be found here:
    https://help.mypurecloud.com/faqs/offered-metric-not-always-equal-answered-plus-abandoned-metrics/

    And your Queue Performance views actually can match your WFM Intraday numbers.  But it requires you to setup your WFM Planning Groups and Route Paths appropriately.

    Thanks,
    Trent.



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    Trent Vance
    TTEC Digital, LLC fka Avtex Solutions, LLC
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    Original Message


  • 5.  RE: Discrepancy between Total Calls Offered and Answered + Abandoned + Flow Out

    Posted 09-17-2023 14:50

    Hi Trent, 

    We're actually looking at full day performance. With the example below, there is a variance of 3 calls. 

    Looking at the interactions, filtering out the abandoned, flow out, and answered calls, the variance seems to be a result of internal blind transfers, where there is no customer (we're figuring out how the CSRs are doing this). But really more pressing need now, is how do we reconcile this variance on the Queue Performance view? 



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    Anna Jhane Mulinyawe
    Accenture LLP
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    Original Message


  • 6.  RE: Discrepancy between Total Calls Offered and Answered + Abandoned + Flow Out

    Posted 09-18-2023 07:34

    That's interesting.  Assuming there are no customizations in your In-Queue menus, and all the filtering is setup correctly, this seems like a bug to me.  If I were you, I'd open a ticket with Genesys.

    Any type of transfer should require human intervention; someone needs to pickup the call prior to it being transferred.  When that happens, the call should be getting tagged as "answered."  If that isn't happening, and the call is moving elsewhere from your initial queue prior to the Answered event, it should be a flowout.  

    If you run those conversationId's through the Analytics Details API, what metrics are tagged within each session?  



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    Trent Vance
    TTEC Digital, LLC fka Avtex Solutions, LLC
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    Original Message


  • 7.  RE: Discrepancy between Total Calls Offered and Answered + Abandoned + Flow Out

    Posted 09-18-2023 11:30

    Hello,

    This issue has been a pain point for us as well (Intraday not matching queue performance).  We've been guided to the answer that intraday does not include transferred calls.  The advice we were given was to change our route plan for the particular queue in question but we've found that isn't the correct answer either.  in our case we see for example, 50 calls for a queue in Intraday view but 70 calls in the Queue performance view.  Baffling to me that transfers (in) aren't accounted for in the intraday view but we have a case open to get a better solution for us.  



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    Tom Magness
    Johnson & Johnson
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    Original Message


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