Genesys Cloud CX

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  • 1.  Need Error Metric Definition for Queue Performance.

    Posted 11 days ago
    Edited by Jason Tran 11 days ago
    In the help.mypurecloud.com/ it states The number of errors that occurred on the queue conversations for the metrics. I always understood it also meant a call may have disconnected in the queue. Does anyone know if there is more to it for this metrics when it comes to the definition.

    #Reporting/Analytics


  • 2.  RE: Need Error Metric Definition for Queue Performance.

    Posted 10 days ago
    The most common time this is counted I have seen is simply when the edge is trying to disconnect a call already disconnected (eg, agent presses end call, right as the customer disconnects)

    Unfortunately this does currently make it hard to know what is an actual error count and what is just "normal" error counts.

    See a similar discussion here:
    https://community.genesys.com/digestviewer29/viewthread?GroupId=19&MessageKey=19794952-3b90-4acc-9b82-9ca481c17e38&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&ReturnUrl=%2Fcommunities%2Fcommunity-home1%2Fdigestviewer%3Fcommunitykey%3Dbab95e9c-6bbe-4a13-8ade-8ec0faf733d4%26tab%3Ddigestviewer

    And there doesn't seem to be a list that is accessible outside of Genesys, so individual cases would need to logged to identify what the error means, you will get the error message in the Conversation Detail API results.
    Dev Forum discussion on this:
    https://developer.genesys.cloud/forum/t/meaning-of-error-ininedgecontrol-session-inactive/4963/3

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    Anton Vroon
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  • 3.  RE: Need Error Metric Definition for Queue Performance.

    Posted 9 days ago
    Thanks we are able to get a better understanding of these error counts.

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    Jason Tran
    Electroline Data Communications Inc
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  • 4.  RE: Need Error Metric Definition for Queue Performance.

    Posted 9 days ago

    There is some discussion about this here:

    Genesys Cloud CX - Genesys



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    James Dunn
    Pitney Bowes Inc.
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