Genesys Cloud - Main

?I am interested to hear others views on the stability of the platform. We have many issues with the analytics. Interactions get stuck and on many occasions we have no visibility of the number of interactions waiting or interacting. Once support have then fixed we also then have to wait 36 hours for some stuck interactions to clear. This makes it very difficult at times to see the status of our contact centre. At times we have gone several days with no visibility. It seems that this isn't given a high priority as calls are still flowing. Although for us visilbity is very important. This is very frustrating at times and impacts on the confidence our supervisors have in the system.

Release management also seems to have issue, we have had changes released which seem to have undergone insufficient testing.

To  be fair we have only had two issues that have had an impact on call flow and these were related to updates to the platform. These were both solved reasonably quickly. 

Have others had any similar issues?

@Stephen Jacobs? @Jack Davis? @Duncan Mosely? @Rogier Bosch?  I understand the analytics issues are region wide. Have you been experiencing the same issues??

We're not live yet so thanks for scaring me!

No problem ;) Analytics issue today has been cleared now it lasted 2 to 3 hours during which time we couldn't see how many calls were waiting or in progress. No calls were lost and still flowed as normal. Apart from the two I mentioned above we have been live since last December and we haven't had any significant call flow issues. When we first went live we had quite a few analytics issues. This did then settle for a while but recently seems to have got worse. Prior to the issue today we had one on 1st November and this one took over 2 days before it was resolved.  Before that we had a similar issue at the start of October. For us we have the queues activity dashboards open all day and our supervisors see this as critical. Happy to chat, you have my email so just drop me a mail.

Hi @Jason Nash? ,

Yes we have also some issues with analytics. and impacts on the confidence our supervisors have in the system.

• Open interactions >1 day+ (solved by support)
• Waiting interactions, but no interaction shown
• Missing 'in interaction' times so users can't see there call times under Time Managment
• Time 'In interaction' under time management changes (on current day). User go to his personal dashboard, time management, sees 1:45:00 'in interaction' on the current day. few minutes later, he looks again and time is 1:15:34 'in interaction'. I have two videos of this...