They are, indeed, very different products.
PureConnect was previously known as CIC and was the primary product of Interactive Intelligence up until their acquisition by Genesys. It is a premises-based solution (i.e. you host your own servers.) and is soon to be discontinued.
Genesys Cloud CX (Previously known as just Genesys Cloud and before that Pure Cloud) was also a product developed by Interactive Intelligence and will soon become the main (I believe only?) offering by Genesys. It is Cloud-based, being hosted in Amazon Web Services data centers.
To round off the explanation, the product line that Genesys produced prior to the ININ acquisition was initially renamed to Pure Engage and then to Genesys Engage. I believe it is also soon to be discontinued.
Feel free to head over to the Genesys Cloud CX community, which you will find is a lot more active than this one!
HTH
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Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
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Original Message:
Sent: 07-22-2024 13:16
From: Priya Patel
Subject: Find Discri
Thanks, Aaron for your quick response.
The application i am using is Genesys Pure Cloud, i wasn't aware that Pure Connect and Pure Cloud are different.
There is no specific segments the one we are having discrepancy, that's where we are facing an issue that we can't find the specific one.
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Priya Patel
Novo Nordisk Inc.
Original Message:
Sent: 07-22-2024 11:13
From: Aaron Lael
Subject: Find Discri
Looking at your top screenshot, this looks like Genesys Cloud, but you've posted this to the PureConnect section. If it is about PureConnect, see the following.
If you pull these specific interactions up in Interaction Details in IC Business Manager, are there any specific segments that match the duration that is missing, like an agent wrap up or some other event?
If this is about Genesys Cloud, I'd do something similar by digging into the timeline of the specific interaction to see if a specific event matches the existing duration discrepancy.
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Aaron Lael
State of Utah - comments on this forum reflect my own personal opinions\observations and are separate from any entity I am otherwise involved in.
Original Message:
Sent: 07-22-2024 11:04
From: Priya Patel
Subject: Find Discri
Hello Community,
I am having a problem while I am downloading and extracting the interaction report. There is a discrepancy from 3 to 8 minutes between the actual Genesys report and the extracted Excel report. It doesn't happen to all, it only happens to a few Interactions.
Please help me if anyone encountered specific issues in the past.
Thank You
#Reporting/Analytics
#SystemAdministration
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Priya Patel
Novo Nordisk Inc.
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