Genesys Cloud - Main

Hi All

Since moving our Facebook DM's into Genesys, we are reporting that we are handling lower volumes of interactions then before we moved over.

We have been told that if a customer contacts us 4 times within 6 days this only counts as one interaction, where as if they get in touch on the 7th day this would count as two.

We need to be able to count how many interactions we're replying to, rather than only once per customer if they contact multiple times within 6 days.

Has anyone had this issue and found a way of counting each interaction that comes through in their stats?

Thanks

#DigitalChannels

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Shauna Gibson
Motability Operations
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Hello Shauna,

Which reports show the incorrect values?

Even if it's counted as one interaction, the queue performance will should each time the conversation came to the queue as offered and answered.

For example this is Queue Performance for my test queue where one conversation sent 2 messages and was disconnected between each

As default the threading timeline is set to 72 hours, you can edit this in Admin -> Threading Timeline if you have permissions for it.

https://help.mypurecloud.com/articles/messaging-threading-timeline/

In theory you could configure the setting to 0 and each message will start a new conversation, but what you need to consider is that if the message is considered as a new conversation, the agent won't see the message history.

Best regards
Jan Heinonen

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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Hi Jan

Within the Queue performance the offered/answered figures are showing incorrectly.

With your test queue is that 2 interactions from the same customer within the 72 hours? Or is it after the 72 hours?

Thanks for the suggestion around threading being set to 0, we would always want them to see the message history so couldn't look at that option.

Thanks

Shauna 

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Shauna Gibson
Motability Operations
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Original Message:
Sent: 08-22-2024 09:12
From: Jan Heinonen
Subject: Facebook DM

Hello Shauna,

Which reports show the incorrect values?

Even if it's counted as one interaction, the queue performance will should each time the conversation came to the queue as offered and answered.

For example this is Queue Performance for my test queue where one conversation sent 2 messages and was disconnected between each

As default the threading timeline is set to 72 hours, you can edit this in Admin -> Threading Timeline if you have permissions for it.

https://help.mypurecloud.com/articles/messaging-threading-timeline/

In theory you could configure the setting to 0 and each message will start a new conversation, but what you need to consider is that if the message is considered as a new conversation, the agent won't see the message history.

Best regards
Jan Heinonen

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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Hi Shauna,

In my test queue it's 2 interactions from the same customer within 72 hours, although if I look at the interactions list it's only one interaction since they are threaded.

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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Original Message:
Sent: 08-22-2024 11:13
From: Shauna Gibson
Subject: Facebook DM

Hi Jan

Within the Queue performance the offered/answered figures are showing incorrectly.

With your test queue is that 2 interactions from the same customer within the 72 hours? Or is it after the 72 hours?

Thanks for the suggestion around threading being set to 0, we would always want them to see the message history so couldn't look at that option.

Thanks

Shauna 

------------------------------
Shauna Gibson
Motability Operations
------------------------------


Original Message:
Sent: 08-22-2024 09:12
From: Jan Heinonen
Subject: Facebook DM

Hello Shauna,

Which reports show the incorrect values?

Even if it's counted as one interaction, the queue performance will should each time the conversation came to the queue as offered and answered.

For example this is Queue Performance for my test queue where one conversation sent 2 messages and was disconnected between each

As default the threading timeline is set to 72 hours, you can edit this in Admin -> Threading Timeline if you have permissions for it.

https://help.mypurecloud.com/articles/messaging-threading-timeline/

In theory you could configure the setting to 0 and each message will start a new conversation, but what you need to consider is that if the message is considered as a new conversation, the agent won't see the message history.

Best regards
Jan Heinonen

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB

Hi Shauna, from your initial post it looks like your previous system was treating subsequent interactions from same customer as different ones more often than Genesys. I can guess from the thread below that your threading timeline is set to the defaults (3 days)... and as well that the previous solution used a shorter one.

What about changing the threading timeline for FB messages in order to set a shorter one, more coherent to the one used by previous solution ?

Regards,

Domenico

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Domenico Colella
CTI Planet Srl
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