Genesys Cloud CX

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  • 1.  Need Error Metric Definition for Queue Performance.

    Posted 08-03-2022 12:39
    Edited by Jason Tran 08-03-2022 12:53
    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.

    Top 25 Contributor
    Posted 08-04-2022 00:12
    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 08-05-2022 09:12
    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 08-05-2022 06:03

    There is some discussion about this here:

    Genesys Cloud CX - Genesys



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    James Dunn
    Pitney Bowes Inc.
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