Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Disparity between Interactions and Queue Performance Searches

    Posted 08-09-2023 05:45
    No replies, thread closed.

    Hi Folks,

    I've been trying to reconcile the data returned via the Interactions and Queue Performance Searches. Simply, if you search both report types over the same timeframe, with the same filter settings, you get data pertaining to different interactions. 

    For example, if I search Interactions and Queue Performance between 8-9am on June 1st 2023 and filter for emails only on queue X I would expect the Queue Performance aggregate data to be a summary of the Interactions returned by the Interactions report. This doesn't appear to be the case. Does anyone have an explanation for why?

    I'm aware that the search time-period behaviour in genesys is a bit "wonky". For example, an Interactions search between 08:00-09:00 on June 1st will return all interactions that started after June 1st at 00:00 and were still ongoing after 08:00. On the other hand, a Queue Performance search over the same period appears to return data pertaining to interactions that started before June 1st. 

    Also, the Total Queue time in the Interactions report is different to the Total Wait time for the same interaction in Queue Performance. You can test this by filtering Queue Performance by the ExternalTag for an interaction in the Interactions Report. 

    I'm interested in this because I'm trying to replicate the Queue Performance summarisation from raw data in the Interactions Report.

    Can anyone offer any wisdom on this?

    thanks,

    Stu


    #Reporting/Analytics

    ------------------------------
    Stuart Rimell
    IG Index Limited
    ------------------------------


  • 2.  RE: Disparity between Interactions and Queue Performance Searches

    Posted 08-09-2023 15:51
    No replies, thread closed.

    Stuart,

    I may be off on this one, so forgive me, but I believe one will filter based on when the interaction arrived in the system and the other based on when it hit the queue. These times will not necessarily be the same due to the time it spends in an inbound flow (especially if it's complex) or if it goes to one queue and then gets transferred to another.

    So, it might arrive at 07:59 but get routed to the queue at 08:01. Therefore it will show on a queue report as being between 08:00 and 09:00, but not an Interaction report as starting within that timeframe. (The same can happen in reverse at the end of the slot.)

    Does that match what you are seeing?

    HTH



    ------------------------------
    Paul Simpson
    Eventus Solutions Group
    ------------------------------



  • 3.  RE: Disparity between Interactions and Queue Performance Searches

    Posted 08-10-2023 10:48
    No replies, thread closed.

    Thanks Paul. I suspected this too, but this isn't what I'm seeing, unfortunately.

    I came across this thread which gave me a clue as to what's going on. Apparently, an Interactions search returns all interactions that were active during the search interval as long as the interaction started on the same day as the search period. Queue performance on the other hand returns a summary of interactions that were active during the search interval, regardless of when the interaction started (e.g., an email interaction might have started the day before). Additionally, Queue Performance will only consider an interaction within the search interval if it was offered or answered within the interval.

    So if I search between 8am and 9am on June 1st, an email interaction that started on May 31st and Finished on June 2nd will only register in Queue Performance if it was offered, or answered between 8am and 9am on June 1st (the search interval). 

    That's what I have so far...

    Could be wrong, or incomplete!

    Cheers,

    Stu



    ------------------------------
    Stuart Rimell
    IG Index Limited
    ------------------------------

    Original Message


  • 4.  RE: Disparity between Interactions and Queue Performance Searches

    Posted 08-10-2023 11:11
    No replies, thread closed.

    Also, Total Wait time in Queue Performance only refers to the wait time experienced during the search interval rather than the whole interaction. This contrasts with the Interactions search, where the Total Queue time includes all wait intervals for the entire interaction, regardless of whether they occurred within the search period.



    ------------------------------
    Stuart Rimell
    IG Index Limited
    ------------------------------

    Original Message


Related Content