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  • 1.  External Participants get omitted when it reaches the undefined limit

    Posted 12-13-2023 03:35
    No replies, thread closed.

    Hi,

    In some cases, the total number of Internal and External Participants exceeds 100.

    However, in our customer's organization, only the first 100 participants are displayed,

    and any other participants above 100 are omitted, meaning they are not shown in the Interaction Details View.

    Their request is to see the full and complete list of Internal and External Participants.

    We have tested the same scenario in our test organization, and it seems that only 20 participants are displayable on our end, even though there are 110 participants in that call.

    1. Is there a limit in displaying External Participants?
    2. Does the limit differ for each organization? What are the criteria?
    3. Can we query the full and complete list of Internal and External Participants?
    Best Regards,
    J

    #QualityManagement
    #Reporting/Analytics

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    J
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  • 2.  RE: External Participants get omitted when it reaches the undefined limit

    Posted 12-23-2023 00:16
    No replies, thread closed.

    Sorry, big miss here.  How are you having that many external participants?  How are you adding them to this interaction?  As far as I know, Genesys only supports 20 participants in a conversation. 



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: External Participants get omitted when it reaches the undefined limit

    Posted 12-25-2023 18:21
    No replies, thread closed.

    Hello, Robert,

    When an agent is currently engaged in an inbound interaction with a live customer and subsequently attempts to make an outbound call to a wrong number, numerous participants are added to the call.

    In this case, we had over 100 participants to that conversation.

    However, within our organization's system, it displays a total of 23 participants (comprising both internal and external participants).

    In our customer's organization, they see 100 participants in total. It appears that the number of displayable participants varies depending on the organization.

    Do you recall where you read or heard that Genesys supports only up to 20 participants in a conversation?

    Any related document or article would be greatly appreciated.

    Thanks,

    J


    Original Message


  • 4.  RE: External Participants get omitted when it reaches the undefined limit

    Posted 12-26-2023 14:09
    No replies, thread closed.

    Hi Jeong,

    Genesys Cloud supports a maximum of 20 participants in a conference call.

    https://help.mypurecloud.com/articles/add-participant-call/

    Att,



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    Breno Canyggia Ferreira Marreco
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    Original Message


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