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I am trying to replicate the order of queues an interaction goes through as it's displayed in the Queue column in the Interactions table. I have a database with data from the Conversation Details API that I'm trying to use to achieve this, but through a lot of trial and error, I'm not able to exactly replicate this. I'm often getting duplicate queues, missing some queues altogether, or showing a return to an earlier queue when the Queue column does not. I've tried filtering out by different combinations of participant purpose and segment type, and unique sessionId and participantId. 

How is the Queue column determined in the context of Conversation Details data so I can match exactly what the Interactions table has?

Hi William,

The queues are pulled from the Participants with purpose ACD, but it does not duplicate queues. e.g. If a call goes from Queue A to Queue B and the is transferred back to Queue A, it will shows as Queue A, Queue B in the column, not Queue A, Queue B, Queue A.

I am trying to replicate the order of queues an interaction goes through as it's displayed in the Queue column in the Interactions table. I have a database with data from the Conversation Details API that I'm trying to use to achieve this, but through a lot of trial and error, I'm not able to exactly replicate this. I'm often getting duplicate queues, missing some queues altogether, or showing a return to an earlier queue when the Queue column does not. I've tried filtering out by different combinations of participant purpose and segment type, and unique sessionId and participantId. 

How is the Queue column determined in the context of Conversation Details data so I can match exactly what the Interactions table has?

Hello Sam,

Thanks for your response. I've found instances in our Genesys system where there is no participant with purpose ACD, but there is a queue for it in the Interactions table. Are there any additional exceptions for inbound/outbound or anything else relating to voice and callback media types?

Thanks,

Bill

Hi William,

The queues are pulled from the Participants with purpose ACD, but it does not duplicate queues. e.g. If a call goes from Queue A to Queue B and the is transferred back to Queue A, it will shows as Queue A, Queue B in the column, not Queue A, Queue B, Queue A.

I am trying to replicate the order of queues an interaction goes through as it's displayed in the Queue column in the Interactions table. I have a database with data from the Conversation Details API that I'm trying to use to achieve this, but through a lot of trial and error, I'm not able to exactly replicate this. I'm often getting duplicate queues, missing some queues altogether, or showing a return to an earlier queue when the Queue column does not. I've tried filtering out by different combinations of participant purpose and segment type, and unique sessionId and participantId. 

How is the Queue column determined in the context of Conversation Details data so I can match exactly what the Interactions table has?

Hi Bill, how many of those were calls made on behalf of queue?  Those will show purpose of agent instead of ACD but the queue will still appear in the queues column in interactions view.

Hello Sam,

Thanks for your response. I've found instances in our Genesys system where there is no participant with purpose ACD, but there is a queue for it in the Interactions table. Are there any additional exceptions for inbound/outbound or anything else relating to voice and callback media types?

Thanks,

Bill

Hi William,

The queues are pulled from the Participants with purpose ACD, but it does not duplicate queues. e.g. If a call goes from Queue A to Queue B and the is transferred back to Queue A, it will shows as Queue A, Queue B in the column, not Queue A, Queue B, Queue A.

I am trying to replicate the order of queues an interaction goes through as it's displayed in the Queue column in the Interactions table. I have a database with data from the Conversation Details API that I'm trying to use to achieve this, but through a lot of trial and error, I'm not able to exactly replicate this. I'm often getting duplicate queues, missing some queues altogether, or showing a return to an earlier queue when the Queue column does not. I've tried filtering out by different combinations of participant purpose and segment type, and unique sessionId and participantId. 

How is the Queue column determined in the context of Conversation Details data so I can match exactly what the Interactions table has?

From what I can tell, a great deal of the outliers were made on behalf of the queue. I was able to fully resolve this by adding in queues where purpose = 'agent' and segmentType = 'contacting'. 

My remaining outliers (a very small fraction of a %) show the Genesys queue out-of-order from the segmentStart times. I.e., the segments data suggests A->B->C, but the Queue column shows A->C->B. 

Hi Bill, how many of those were calls made on behalf of queue?  Those will show purpose of agent instead of ACD but the queue will still appear in the queues column in interactions view.

Hello Sam,

Thanks for your response. I've found instances in our Genesys system where there is no participant with purpose ACD, but there is a queue for it in the Interactions table. Are there any additional exceptions for inbound/outbound or anything else relating to voice and callback media types?

Thanks,

Bill

Hi William,

The queues are pulled from the Participants with purpose ACD, but it does not duplicate queues. e.g. If a call goes from Queue A to Queue B and the is transferred back to Queue A, it will shows as Queue A, Queue B in the column, not Queue A, Queue B, Queue A.

I am trying to replicate the order of queues an interaction goes through as it's displayed in the Queue column in the Interactions table. I have a database with data from the Conversation Details API that I'm trying to use to achieve this, but through a lot of trial and error, I'm not able to exactly replicate this. I'm often getting duplicate queues, missing some queues altogether, or showing a return to an earlier queue when the Queue column does not. I've tried filtering out by different combinations of participant purpose and segment type, and unique sessionId and participantId. 

How is the Queue column determined in the context of Conversation Details data so I can match exactly what the Interactions table has?

From what I can tell, a great deal of the outliers were made on behalf of the queue. I was able to fully resolve this by adding in queues where purpose = 'agent' and segmentType = 'contacting'. 

My remaining outliers (a very small fraction of a %) show the Genesys queue out-of-order from the segmentStart times. I.e., the segments data suggests A->B->C, but the Queue column shows A->C->B. 

Hi Bill, how many of those were calls made on behalf of queue?  Those will show purpose of agent instead of ACD but the queue will still appear in the queues column in interactions view.

Hello Sam,

Thanks for your response. I've found instances in our Genesys system where there is no participant with purpose ACD, but there is a queue for it in the Interactions table. Are there any additional exceptions for inbound/outbound or anything else relating to voice and callback media types?

Thanks,

Bill

Hi William,

The queues are pulled from the Participants with purpose ACD, but it does not duplicate queues. e.g. If a call goes from Queue A to Queue B and the is transferred back to Queue A, it will shows as Queue A, Queue B in the column, not Queue A, Queue B, Queue A.

I am trying to replicate the order of queues an interaction goes through as it's displayed in the Queue column in the Interactions table. I have a database with data from the Conversation Details API that I'm trying to use to achieve this, but through a lot of trial and error, I'm not able to exactly replicate this. I'm often getting duplicate queues, missing some queues altogether, or showing a return to an earlier queue when the Queue column does not. I've tried filtering out by different combinations of participant purpose and segment type, and unique sessionId and participantId. 

How is the Queue column determined in the context of Conversation Details data so I can match exactly what the Interactions table has?

Hi William, sorry for missing this.

I believe the queues are in the order in which the segments started minus any duplicates. e.g. if the interaction went A->B->C->B it would show A,B,C in the queue column. If you have examples, it would certainly be worth double checking the timings that the segments started.

If you have examples that show segments in a different order to the timestamps, it would probably need to be investigated by Genesys Customer Care to confirm what caused the queues to be in a different order.

From what I can tell, a great deal of the outliers were made on behalf of the queue. I was able to fully resolve this by adding in queues where purpose = 'agent' and segmentType = 'contacting'. 

My remaining outliers (a very small fraction of a %) show the Genesys queue out-of-order from the segmentStart times. I.e., the segments data suggests A->B->C, but the Queue column shows A->C->B. 

Hi Bill, how many of those were calls made on behalf of queue?  Those will show purpose of agent instead of ACD but the queue will still appear in the queues column in interactions view.

Hello Sam,

Thanks for your response. I've found instances in our Genesys system where there is no participant with purpose ACD, but there is a queue for it in the Interactions table. Are there any additional exceptions for inbound/outbound or anything else relating to voice and callback media types?

Thanks,

Bill

Hi William,

The queues are pulled from the Participants with purpose ACD, but it does not duplicate queues. e.g. If a call goes from Queue A to Queue B and the is transferred back to Queue A, it will shows as Queue A, Queue B in the column, not Queue A, Queue B, Queue A.

I am trying to replicate the order of queues an interaction goes through as it's displayed in the Queue column in the Interactions table. I have a database with data from the Conversation Details API that I'm trying to use to achieve this, but through a lot of trial and error, I'm not able to exactly replicate this. I'm often getting duplicate queues, missing some queues altogether, or showing a return to an earlier queue when the Queue column does not. I've tried filtering out by different combinations of participant purpose and segment type, and unique sessionId and participantId. 

How is the Queue column determined in the context of Conversation Details data so I can match exactly what the Interactions table has?

Hello Sam, thanks for responding. I do have a ticket open with Customer Care for this issue. I understand it's likely not a bug per-se, I'm just trying to replicate what my customer sees in Genesys Cloud so my reports with Conversation Details API data will match exactly.

Here's an example:

By taking the earliest segment start, it should be C -> E -> H -> A. Genesys Cloud shows it as C -> A -> E -> H. Let me know if any other information or other examples would be useful.

Hi William, sorry for missing this.

I believe the queues are in the order in which the segments started minus any duplicates. e.g. if the interaction went A->B->C->B it would show A,B,C in the queue column. If you have examples, it would certainly be worth double checking the timings that the segments started.

If you have examples that show segments in a different order to the timestamps, it would probably need to be investigated by Genesys Customer Care to confirm what caused the queues to be in a different order.

From what I can tell, a great deal of the outliers were made on behalf of the queue. I was able to fully resolve this by adding in queues where purpose = 'agent' and segmentType = 'contacting'. 

My remaining outliers (a very small fraction of a %) show the Genesys queue out-of-order from the segmentStart times. I.e., the segments data suggests A->B->C, but the Queue column shows A->C->B. 

Hi Bill, how many of those were calls made on behalf of queue?  Those will show purpose of agent instead of ACD but the queue will still appear in the queues column in interactions view.

Hello Sam,

Thanks for your response. I've found instances in our Genesys system where there is no participant with purpose ACD, but there is a queue for it in the Interactions table. Are there any additional exceptions for inbound/outbound or anything else relating to voice and callback media types?

Thanks,

Bill

Hi William,

The queues are pulled from the Participants with purpose ACD, but it does not duplicate queues. e.g. If a call goes from Queue A to Queue B and the is transferred back to Queue A, it will shows as Queue A, Queue B in the column, not Queue A, Queue B, Queue A.

I am trying to replicate the order of queues an interaction goes through as it's displayed in the Queue column in the Interactions table. I have a database with data from the Conversation Details API that I'm trying to use to achieve this, but through a lot of trial and error, I'm not able to exactly replicate this. I'm often getting duplicate queues, missing some queues altogether, or showing a return to an earlier queue when the Queue column does not. I've tried filtering out by different combinations of participant purpose and segment type, and unique sessionId and participantId. 

How is the Queue column determined in the context of Conversation Details data so I can match exactly what the Interactions table has?

Is this example an inbound/outbound call? Are they all segments with the purpose ACD?

Hello Sam, thanks for responding. I do have a ticket open with Customer Care for this issue. I understand it's likely not a bug per-se, I'm just trying to replicate what my customer sees in Genesys Cloud so my reports with Conversation Details API data will match exactly.

Here's an example:

By taking the earliest segment start, it should be C -> E -> H -> A. Genesys Cloud shows it as C -> A -> E -> H. Let me know if any other information or other examples would be useful.

Hi William, sorry for missing this.

I believe the queues are in the order in which the segments started minus any duplicates. e.g. if the interaction went A->B->C->B it would show A,B,C in the queue column. If you have examples, it would certainly be worth double checking the timings that the segments started.

If you have examples that show segments in a different order to the timestamps, it would probably need to be investigated by Genesys Customer Care to confirm what caused the queues to be in a different order.

From what I can tell, a great deal of the outliers were made on behalf of the queue. I was able to fully resolve this by adding in queues where purpose = 'agent' and segmentType = 'contacting'. 

My remaining outliers (a very small fraction of a %) show the Genesys queue out-of-order from the segmentStart times. I.e., the segments data suggests A->B->C, but the Queue column shows A->C->B. 

Hi Bill, how many of those were calls made on behalf of queue?  Those will show purpose of agent instead of ACD but the queue will still appear in the queues column in interactions view.

Hello Sam,

Thanks for your response. I've found instances in our Genesys system where there is no participant with purpose ACD, but there is a queue for it in the Interactions table. Are there any additional exceptions for inbound/outbound or anything else relating to voice and callback media types?

Thanks,

Bill

Hi William,

The queues are pulled from the Participants with purpose ACD, but it does not duplicate queues. e.g. If a call goes from Queue A to Queue B and the is transferred back to Queue A, it will shows as Queue A, Queue B in the column, not Queue A, Queue B, Queue A.

I am trying to replicate the order of queues an interaction goes through as it's displayed in the Queue column in the Interactions table. I have a database with data from the Conversation Details API that I'm trying to use to achieve this, but through a lot of trial and error, I'm not able to exactly replicate this. I'm often getting duplicate queues, missing some queues altogether, or showing a return to an earlier queue when the Queue column does not. I've tried filtering out by different combinations of participant purpose and segment type, and unique sessionId and participantId. 

How is the Queue column determined in the context of Conversation Details data so I can match exactly what the Interactions table has?

This is a callback. Here is the same screenshot with mediaType and purpose. Below is also my SQL logic for determining queue flow:

SELECT 
    conversationId   

, STRING_AGG(TRIM(queueName), '; ') WITHIN GROUP (ORDER BY segmentStart) AS queue_flow
FROM (
    SELECT 
        conversationId
        , conversationStart
        , COALESCE(queueName, queueId) AS queueName
        , segmentStart
    FROM (
        SELECT
            conversationId,
            conversationStart AT TIME ZONE 'Eastern Standard Time' AS conversationStart,
            queueId,
            segmentStart,
            ROW_NUMBER() OVER (PARTITION BY queueId, conversationId ORDER BY segmentStart) AS rn
        FROM dbo.fact_genesys_conversations_sessions
        CROSS APPLY OPENJSON(segments) 
        WITH (
            segmentStart DATETIMEOFFSET(3) '$.segmentStart',
            segmentType VARCHAR(13) '$.segmentType',
            queueId VARCHAR(37) '$.queueId'
            ) AS s
        WHERE (purpose = 'acd' OR (purpose = 'agent' AND segmentType = 'contacting')) AND queueId IS NOT NULL
    ) a
    LEFT JOIN (SELECT id, [name] AS queueName FROM dbo.dim_genesys_queues) qs
    ON a.queueId = qs.id
    WHERE rn = 1
) b
GROUP BY conversationId

Is this example an inbound/outbound call? Are they all segments with the purpose ACD?

Hello Sam, thanks for responding. I do have a ticket open with Customer Care for this issue. I understand it's likely not a bug per-se, I'm just trying to replicate what my customer sees in Genesys Cloud so my reports with Conversation Details API data will match exactly.

Here's an example:

By taking the earliest segment start, it should be C -> E -> H -> A. Genesys Cloud shows it as C -> A -> E -> H. Let me know if any other information or other examples would be useful.

Hi William, sorry for missing this.

I believe the queues are in the order in which the segments started minus any duplicates. e.g. if the interaction went A->B->C->B it would show A,B,C in the queue column. If you have examples, it would certainly be worth double checking the timings that the segments started.

If you have examples that show segments in a different order to the timestamps, it would probably need to be investigated by Genesys Customer Care to confirm what caused the queues to be in a different order.

From what I can tell, a great deal of the outliers were made on behalf of the queue. I was able to fully resolve this by adding in queues where purpose = 'agent' and segmentType = 'contacting'. 

My remaining outliers (a very small fraction of a %) show the Genesys queue out-of-order from the segmentStart times. I.e., the segments data suggests A->B->C, but the Queue column shows A->C->B. 

Hi Bill, how many of those were calls made on behalf of queue?  Those will show purpose of agent instead of ACD but the queue will still appear in the queues column in interactions view.

Hello Sam,

Thanks for your response. I've found instances in our Genesys system where there is no participant with purpose ACD, but there is a queue for it in the Interactions table. Are there any additional exceptions for inbound/outbound or anything else relating to voice and callback media types?

Thanks,

Bill

Hi William,

The queues are pulled from the Participants with purpose ACD, but it does not duplicate queues. e.g. If a call goes from Queue A to Queue B and the is transferred back to Queue A, it will shows as Queue A, Queue B in the column, not Queue A, Queue B, Queue A.

I am trying to replicate the order of queues an interaction goes through as it's displayed in the Queue column in the Interactions table. I have a database with data from the Conversation Details API that I'm trying to use to achieve this, but through a lot of trial and error, I'm not able to exactly replicate this. I'm often getting duplicate queues, missing some queues altogether, or showing a return to an earlier queue when the Queue column does not. I've tried filtering out by different combinations of participant purpose and segment type, and unique sessionId and participantId. 

How is the Queue column determined in the context of Conversation Details data so I can match exactly what the Interactions table has?

Bump

This is a callback. Here is the same screenshot with mediaType and purpose. Below is also my SQL logic for determining queue flow:

SELECT 
    conversationId   

, STRING_AGG(TRIM(queueName), '; ') WITHIN GROUP (ORDER BY segmentStart) AS queue_flow
FROM (
    SELECT 
        conversationId
        , conversationStart
        , COALESCE(queueName, queueId) AS queueName
        , segmentStart
    FROM (
        SELECT
            conversationId,
            conversationStart AT TIME ZONE 'Eastern Standard Time' AS conversationStart,
            queueId,
            segmentStart,
            ROW_NUMBER() OVER (PARTITION BY queueId, conversationId ORDER BY segmentStart) AS rn
        FROM dbo.fact_genesys_conversations_sessions
        CROSS APPLY OPENJSON(segments) 
        WITH (
            segmentStart DATETIMEOFFSET(3) '$.segmentStart',
            segmentType VARCHAR(13) '$.segmentType',
            queueId VARCHAR(37) '$.queueId'
            ) AS s
        WHERE (purpose = 'acd' OR (purpose = 'agent' AND segmentType = 'contacting')) AND queueId IS NOT NULL
    ) a
    LEFT JOIN (SELECT id, [name] AS queueName FROM dbo.dim_genesys_queues) qs
    ON a.queueId = qs.id
    WHERE rn = 1
) b
GROUP BY conversationId

Is this example an inbound/outbound call? Are they all segments with the purpose ACD?

Hello Sam, thanks for responding. I do have a ticket open with Customer Care for this issue. I understand it's likely not a bug per-se, I'm just trying to replicate what my customer sees in Genesys Cloud so my reports with Conversation Details API data will match exactly.

Here's an example:

By taking the earliest segment start, it should be C -> E -> H -> A. Genesys Cloud shows it as C -> A -> E -> H. Let me know if any other information or other examples would be useful.

Hi William, sorry for missing this.

I believe the queues are in the order in which the segments started minus any duplicates. e.g. if the interaction went A->B->C->B it would show A,B,C in the queue column. If you have examples, it would certainly be worth double checking the timings that the segments started.

If you have examples that show segments in a different order to the timestamps, it would probably need to be investigated by Genesys Customer Care to confirm what caused the queues to be in a different order.

From what I can tell, a great deal of the outliers were made on behalf of the queue. I was able to fully resolve this by adding in queues where purpose = 'agent' and segmentType = 'contacting'. 

My remaining outliers (a very small fraction of a %) show the Genesys queue out-of-order from the segmentStart times. I.e., the segments data suggests A->B->C, but the Queue column shows A->C->B. 

Hi Bill, how many of those were calls made on behalf of queue?  Those will show purpose of agent instead of ACD but the queue will still appear in the queues column in interactions view.

Hello Sam,

Thanks for your response. I've found instances in our Genesys system where there is no participant with purpose ACD, but there is a queue for it in the Interactions table. Are there any additional exceptions for inbound/outbound or anything else relating to voice and callback media types?

Thanks,

Bill

Hi William,

The queues are pulled from the Participants with purpose ACD, but it does not duplicate queues. e.g. If a call goes from Queue A to Queue B and the is transferred back to Queue A, it will shows as Queue A, Queue B in the column, not Queue A, Queue B, Queue A.

I am trying to replicate the order of queues an interaction goes through as it's displayed in the Queue column in the Interactions table. I have a database with data from the Conversation Details API that I'm trying to use to achieve this, but through a lot of trial and error, I'm not able to exactly replicate this. I'm often getting duplicate queues, missing some queues altogether, or showing a return to an earlier queue when the Queue column does not. I've tried filtering out by different combinations of participant purpose and segment type, and unique sessionId and participantId. 

How is the Queue column determined in the context of Conversation Details data so I can match exactly what the Interactions table has?

Sorry again for not seeing this sooner, I am not so good with SQL logic, but looks like it is pulling in the order of the document.  Can you confirm you are using: /api/v2/analytics/conversations/details?

It may be worth raising a case with Genesys Product Support to get a definitive answer on why these specific interactions appear to have the queues out of order compared to the timestamps. 

Bump

This is a callback. Here is the same screenshot with mediaType and purpose. Below is also my SQL logic for determining queue flow:

SELECT 
    conversationId   

, STRING_AGG(TRIM(queueName), '; ') WITHIN GROUP (ORDER BY segmentStart) AS queue_flow
FROM (
    SELECT 
        conversationId
        , conversationStart
        , COALESCE(queueName, queueId) AS queueName
        , segmentStart
    FROM (
        SELECT
            conversationId,
            conversationStart AT TIME ZONE 'Eastern Standard Time' AS conversationStart,
            queueId,
            segmentStart,
            ROW_NUMBER() OVER (PARTITION BY queueId, conversationId ORDER BY segmentStart) AS rn
        FROM dbo.fact_genesys_conversations_sessions
        CROSS APPLY OPENJSON(segments) 
        WITH (
            segmentStart DATETIMEOFFSET(3) '$.segmentStart',
            segmentType VARCHAR(13) '$.segmentType',
            queueId VARCHAR(37) '$.queueId'
            ) AS s
        WHERE (purpose = 'acd' OR (purpose = 'agent' AND segmentType = 'contacting')) AND queueId IS NOT NULL
    ) a
    LEFT JOIN (SELECT id, [name] AS queueName FROM dbo.dim_genesys_queues) qs
    ON a.queueId = qs.id
    WHERE rn = 1
) b
GROUP BY conversationId

Is this example an inbound/outbound call? Are they all segments with the purpose ACD?

Hello Sam, thanks for responding. I do have a ticket open with Customer Care for this issue. I understand it's likely not a bug per-se, I'm just trying to replicate what my customer sees in Genesys Cloud so my reports with Conversation Details API data will match exactly.

Here's an example:

By taking the earliest segment start, it should be C -> E -> H -> A. Genesys Cloud shows it as C -> A -> E -> H. Let me know if any other information or other examples would be useful.

Hi William, sorry for missing this.

I believe the queues are in the order in which the segments started minus any duplicates. e.g. if the interaction went A->B->C->B it would show A,B,C in the queue column. If you have examples, it would certainly be worth double checking the timings that the segments started.

If you have examples that show segments in a different order to the timestamps, it would probably need to be investigated by Genesys Customer Care to confirm what caused the queues to be in a different order.

From what I can tell, a great deal of the outliers were made on behalf of the queue. I was able to fully resolve this by adding in queues where purpose = 'agent' and segmentType = 'contacting'. 

My remaining outliers (a very small fraction of a %) show the Genesys queue out-of-order from the segmentStart times. I.e., the segments data suggests A->B->C, but the Queue column shows A->C->B. 

Hi Bill, how many of those were calls made on behalf of queue?  Those will show purpose of agent instead of ACD but the queue will still appear in the queues column in interactions view.

Hello Sam,

Thanks for your response. I've found instances in our Genesys system where there is no participant with purpose ACD, but there is a queue for it in the Interactions table. Are there any additional exceptions for inbound/outbound or anything else relating to voice and callback media types?

Thanks,

Bill

Hi William,

The queues are pulled from the Participants with purpose ACD, but it does not duplicate queues. e.g. If a call goes from Queue A to Queue B and the is transferred back to Queue A, it will shows as Queue A, Queue B in the column, not Queue A, Queue B, Queue A.

I am trying to replicate the order of queues an interaction goes through as it's displayed in the Queue column in the Interactions table. I have a database with data from the Conversation Details API that I'm trying to use to achieve this, but through a lot of trial and error, I'm not able to exactly replicate this. I'm often getting duplicate queues, missing some queues altogether, or showing a return to an earlier queue when the Queue column does not. I've tried filtering out by different combinations of participant purpose and segment type, and unique sessionId and participantId. 

How is the Queue column determined in the context of Conversation Details data so I can match exactly what the Interactions table has?

Yes, that's the API my data is coming from. The column names and everything are the same as what I receive back from the API. 

I've had a Customer Care ticket open for about 2 months - they don't believe this is in their scope because it's not a bug per-se, and pointed me towards the Developer Community for help.

Basically what the SQL is doing is it starts by taking all the segment records and filters down to just those that have queueIds. This is filtered down again to segment records where the parent session record has a purpose of 'ACD', or  (purpose = 'agent' and segment type = 'contacting'). These records are sorted by segment start timestamp and I'm taking the first instance of each queue as it appears for the conversation, then matching back to the actual queue name and joining with semi-colons. It's extremely close to the Genesys Cloud Interactions queue column, it's inaccurate about 1.3% of the time from my calculations. The remaining discrepancies are in the types of records like I've described in this thread where the queues are appearing out-of-order in the Interactions table.

Thanks,
Bill

Sorry again for not seeing this sooner, I am not so good with SQL logic, but looks like it is pulling in the order of the document.  Can you confirm you are using: /api/v2/analytics/conversations/details?

It may be worth raising a case with Genesys Product Support to get a definitive answer on why these specific interactions appear to have the queues out of order compared to the timestamps. 

Bump

This is a callback. Here is the same screenshot with mediaType and purpose. Below is also my SQL logic for determining queue flow:

SELECT 
    conversationId   

, STRING_AGG(TRIM(queueName), '; ') WITHIN GROUP (ORDER BY segmentStart) AS queue_flow
FROM (
    SELECT 
        conversationId
        , conversationStart
        , COALESCE(queueName, queueId) AS queueName
        , segmentStart
    FROM (
        SELECT
            conversationId,
            conversationStart AT TIME ZONE 'Eastern Standard Time' AS conversationStart,
            queueId,
            segmentStart,
            ROW_NUMBER() OVER (PARTITION BY queueId, conversationId ORDER BY segmentStart) AS rn
        FROM dbo.fact_genesys_conversations_sessions
        CROSS APPLY OPENJSON(segments) 
        WITH (
            segmentStart DATETIMEOFFSET(3) '$.segmentStart',
            segmentType VARCHAR(13) '$.segmentType',
            queueId VARCHAR(37) '$.queueId'
            ) AS s
        WHERE (purpose = 'acd' OR (purpose = 'agent' AND segmentType = 'contacting')) AND queueId IS NOT NULL
    ) a
    LEFT JOIN (SELECT id, [name] AS queueName FROM dbo.dim_genesys_queues) qs
    ON a.queueId = qs.id
    WHERE rn = 1
) b
GROUP BY conversationId

Is this example an inbound/outbound call? Are they all segments with the purpose ACD?

Hello Sam, thanks for responding. I do have a ticket open with Customer Care for this issue. I understand it's likely not a bug per-se, I'm just trying to replicate what my customer sees in Genesys Cloud so my reports with Conversation Details API data will match exactly.

Here's an example:

By taking the earliest segment start, it should be C -> E -> H -> A. Genesys Cloud shows it as C -> A -> E -> H. Let me know if any other information or other examples would be useful.

Hi William, sorry for missing this.

I believe the queues are in the order in which the segments started minus any duplicates. e.g. if the interaction went A->B->C->B it would show A,B,C in the queue column. If you have examples, it would certainly be worth double checking the timings that the segments started.

If you have examples that show segments in a different order to the timestamps, it would probably need to be investigated by Genesys Customer Care to confirm what caused the queues to be in a different order.

From what I can tell, a great deal of the outliers were made on behalf of the queue. I was able to fully resolve this by adding in queues where purpose = 'agent' and segmentType = 'contacting'. 

My remaining outliers (a very small fraction of a %) show the Genesys queue out-of-order from the segmentStart times. I.e., the segments data suggests A->B->C, but the Queue column shows A->C->B. 

Hi Bill, how many of those were calls made on behalf of queue?  Those will show purpose of agent instead of ACD but the queue will still appear in the queues column in interactions view.

Hello Sam,

Thanks for your response. I've found instances in our Genesys system where there is no participant with purpose ACD, but there is a queue for it in the Interactions table. Are there any additional exceptions for inbound/outbound or anything else relating to voice and callback media types?

Thanks,

Bill

Hi William,

The queues are pulled from the Participants with purpose ACD, but it does not duplicate queues. e.g. If a call goes from Queue A to Queue B and the is transferred back to Queue A, it will shows as Queue A, Queue B in the column, not Queue A, Queue B, Queue A.

I am trying to replicate the order of queues an interaction goes through as it's displayed in the Queue column in the Interactions table. I have a database with data from the Conversation Details API that I'm trying to use to achieve this, but through a lot of trial and error, I'm not able to exactly replicate this. I'm often getting duplicate queues, missing some queues altogether, or showing a return to an earlier queue when the Queue column does not. I've tried filtering out by different combinations of participant purpose and segment type, and unique sessionId and participantId. 

How is the Queue column determined in the context of Conversation Details data so I can match exactly what the Interactions table has?

Hi William, 

I will move this to the Genesys Cloud Developer Community then and see if they can confirm the expected behavior or if it is possible to match the order in the view

Yes, that's the API my data is coming from. The column names and everything are the same as what I receive back from the API. 

I've had a Customer Care ticket open for about 2 months - they don't believe this is in their scope because it's not a bug per-se, and pointed me towards the Developer Community for help.

Basically what the SQL is doing is it starts by taking all the segment records and filters down to just those that have queueIds. This is filtered down again to segment records where the parent session record has a purpose of 'ACD', or  (purpose = 'agent' and segment type = 'contacting'). These records are sorted by segment start timestamp and I'm taking the first instance of each queue as it appears for the conversation, then matching back to the actual queue name and joining with semi-colons. It's extremely close to the Genesys Cloud Interactions queue column, it's inaccurate about 1.3% of the time from my calculations. The remaining discrepancies are in the types of records like I've described in this thread where the queues are appearing out-of-order in the Interactions table.

Thanks,
Bill

Sorry again for not seeing this sooner, I am not so good with SQL logic, but looks like it is pulling in the order of the document.  Can you confirm you are using: /api/v2/analytics/conversations/details?

It may be worth raising a case with Genesys Product Support to get a definitive answer on why these specific interactions appear to have the queues out of order compared to the timestamps. 

Bump

This is a callback. Here is the same screenshot with mediaType and purpose. Below is also my SQL logic for determining queue flow:

SELECT 
    conversationId   

, STRING_AGG(TRIM(queueName), '; ') WITHIN GROUP (ORDER BY segmentStart) AS queue_flow
FROM (
    SELECT 
        conversationId
        , conversationStart
        , COALESCE(queueName, queueId) AS queueName
        , segmentStart
    FROM (
        SELECT
            conversationId,
            conversationStart AT TIME ZONE 'Eastern Standard Time' AS conversationStart,
            queueId,
            segmentStart,
            ROW_NUMBER() OVER (PARTITION BY queueId, conversationId ORDER BY segmentStart) AS rn
        FROM dbo.fact_genesys_conversations_sessions
        CROSS APPLY OPENJSON(segments) 
        WITH (
            segmentStart DATETIMEOFFSET(3) '$.segmentStart',
            segmentType VARCHAR(13) '$.segmentType',
            queueId VARCHAR(37) '$.queueId'
            ) AS s
        WHERE (purpose = 'acd' OR (purpose = 'agent' AND segmentType = 'contacting')) AND queueId IS NOT NULL
    ) a
    LEFT JOIN (SELECT id, [name] AS queueName FROM dbo.dim_genesys_queues) qs
    ON a.queueId = qs.id
    WHERE rn = 1
) b
GROUP BY conversationId

Is this example an inbound/outbound call? Are they all segments with the purpose ACD?

Hello Sam, thanks for responding. I do have a ticket open with Customer Care for this issue. I understand it's likely not a bug per-se, I'm just trying to replicate what my customer sees in Genesys Cloud so my reports with Conversation Details API data will match exactly.

Here's an example:

By taking the earliest segment start, it should be C -> E -> H -> A. Genesys Cloud shows it as C -> A -> E -> H. Let me know if any other information or other examples would be useful.

Hi William, sorry for missing this.

I believe the queues are in the order in which the segments started minus any duplicates. e.g. if the interaction went A->B->C->B it would show A,B,C in the queue column. If you have examples, it would certainly be worth double checking the timings that the segments started.

If you have examples that show segments in a different order to the timestamps, it would probably need to be investigated by Genesys Customer Care to confirm what caused the queues to be in a different order.

From what I can tell, a great deal of the outliers were made on behalf of the queue. I was able to fully resolve this by adding in queues where purpose = 'agent' and segmentType = 'contacting'. 

My remaining outliers (a very small fraction of a %) show the Genesys queue out-of-order from the segmentStart times. I.e., the segments data suggests A->B->C, but the Queue column shows A->C->B. 

Hi Bill, how many of those were calls made on behalf of queue?  Those will show purpose of agent instead of ACD but the queue will still appear in the queues column in interactions view.

Hello Sam,

Thanks for your response. I've found instances in our Genesys system where there is no participant with purpose ACD, but there is a queue for it in the Interactions table. Are there any additional exceptions for inbound/outbound or anything else relating to voice and callback media types?

Thanks,

Bill

Hi William,

The queues are pulled from the Participants with purpose ACD, but it does not duplicate queues. e.g. If a call goes from Queue A to Queue B and the is transferred back to Queue A, it will shows as Queue A, Queue B in the column, not Queue A, Queue B, Queue A.

I am trying to replicate the order of queues an interaction goes through as it's displayed in the Queue column in the Interactions table. I have a database with data from the Conversation Details API that I'm trying to use to achieve this, but through a lot of trial and error, I'm not able to exactly replicate this. I'm often getting duplicate queues, missing some queues altogether, or showing a return to an earlier queue when the Queue column does not. I've tried filtering out by different combinations of participant purpose and segment type, and unique sessionId and participantId. 

How is the Queue column determined in the context of Conversation Details data so I can match exactly what the Interactions table has?

Hello Sam,

Sorry if I'm misunderstanding but isn't this post already in the Developer Community? 

If this is expected behavior then I would need as detailed an explanation as possible that I can water down and relay to my customer who wants this to match exactly. I would much prefer to know what workarounds or conditions I need to account for that can get my queue orders to match 100% of the time.

Thanks,

Bill

Hi William, 

I will move this to the Genesys Cloud Developer Community then and see if they can confirm the expected behavior or if it is possible to match the order in the view

Yes, that's the API my data is coming from. The column names and everything are the same as what I receive back from the API. 

I've had a Customer Care ticket open for about 2 months - they don't believe this is in their scope because it's not a bug per-se, and pointed me towards the Developer Community for help.

Basically what the SQL is doing is it starts by taking all the segment records and filters down to just those that have queueIds. This is filtered down again to segment records where the parent session record has a purpose of 'ACD', or  (purpose = 'agent' and segment type = 'contacting'). These records are sorted by segment start timestamp and I'm taking the first instance of each queue as it appears for the conversation, then matching back to the actual queue name and joining with semi-colons. It's extremely close to the Genesys Cloud Interactions queue column, it's inaccurate about 1.3% of the time from my calculations. The remaining discrepancies are in the types of records like I've described in this thread where the queues are appearing out-of-order in the Interactions table.

Thanks,
Bill

Sorry again for not seeing this sooner, I am not so good with SQL logic, but looks like it is pulling in the order of the document.  Can you confirm you are using: /api/v2/analytics/conversations/details?

It may be worth raising a case with Genesys Product Support to get a definitive answer on why these specific interactions appear to have the queues out of order compared to the timestamps. 

Bump

This is a callback. Here is the same screenshot with mediaType and purpose. Below is also my SQL logic for determining queue flow:

SELECT 
    conversationId   

, STRING_AGG(TRIM(queueName), '; ') WITHIN GROUP (ORDER BY segmentStart) AS queue_flow
FROM (
    SELECT 
        conversationId
        , conversationStart
        , COALESCE(queueName, queueId) AS queueName
        , segmentStart
    FROM (
        SELECT
            conversationId,
            conversationStart AT TIME ZONE 'Eastern Standard Time' AS conversationStart,
            queueId,
            segmentStart,
            ROW_NUMBER() OVER (PARTITION BY queueId, conversationId ORDER BY segmentStart) AS rn
        FROM dbo.fact_genesys_conversations_sessions
        CROSS APPLY OPENJSON(segments) 
        WITH (
            segmentStart DATETIMEOFFSET(3) '$.segmentStart',
            segmentType VARCHAR(13) '$.segmentType',
            queueId VARCHAR(37) '$.queueId'
            ) AS s
        WHERE (purpose = 'acd' OR (purpose = 'agent' AND segmentType = 'contacting')) AND queueId IS NOT NULL
    ) a
    LEFT JOIN (SELECT id, [name] AS queueName FROM dbo.dim_genesys_queues) qs
    ON a.queueId = qs.id
    WHERE rn = 1
) b
GROUP BY conversationId

Is this example an inbound/outbound call? Are they all segments with the purpose ACD?

Hello Sam, thanks for responding. I do have a ticket open with Customer Care for this issue. I understand it's likely not a bug per-se, I'm just trying to replicate what my customer sees in Genesys Cloud so my reports with Conversation Details API data will match exactly.

Here's an example:

By taking the earliest segment start, it should be C -> E -> H -> A. Genesys Cloud shows it as C -> A -> E -> H. Let me know if any other information or other examples would be useful.

Hi William, sorry for missing this.

I believe the queues are in the order in which the segments started minus any duplicates. e.g. if the interaction went A->B->C->B it would show A,B,C in the queue column. If you have examples, it would certainly be worth double checking the timings that the segments started.

If you have examples that show segments in a different order to the timestamps, it would probably need to be investigated by Genesys Customer Care to confirm what caused the queues to be in a different order.

From what I can tell, a great deal of the outliers were made on behalf of the queue. I was able to fully resolve this by adding in queues where purpose = 'agent' and segmentType = 'contacting'. 

My remaining outliers (a very small fraction of a %) show the Genesys queue out-of-order from the segmentStart times. I.e., the segments data suggests A->B->C, but the Queue column shows A->C->B. 

Hi Bill, how many of those were calls made on behalf of queue?  Those will show purpose of agent instead of ACD but the queue will still appear in the queues column in interactions view.

Hello Sam,

Thanks for your response. I've found instances in our Genesys system where there is no participant with purpose ACD, but there is a queue for it in the Interactions table. Are there any additional exceptions for inbound/outbound or anything else relating to voice and callback media types?

Thanks,

Bill

Hi William,

The queues are pulled from the Participants with purpose ACD, but it does not duplicate queues. e.g. If a call goes from Queue A to Queue B and the is transferred back to Queue A, it will shows as Queue A, Queue B in the column, not Queue A, Queue B, Queue A.

I am trying to replicate the order of queues an interaction goes through as it's displayed in the Queue column in the Interactions table. I have a database with data from the Conversation Details API that I'm trying to use to achieve this, but through a lot of trial and error, I'm not able to exactly replicate this. I'm often getting duplicate queues, missing some queues altogether, or showing a return to an earlier queue when the Queue column does not. I've tried filtering out by different combinations of participant purpose and segment type, and unique sessionId and participantId. 

How is the Queue column determined in the context of Conversation Details data so I can match exactly what the Interactions table has?

Bump

Hello Sam,

Sorry if I'm misunderstanding but isn't this post already in the Developer Community? 

If this is expected behavior then I would need as detailed an explanation as possible that I can water down and relay to my customer who wants this to match exactly. I would much prefer to know what workarounds or conditions I need to account for that can get my queue orders to match 100% of the time.

Thanks,

Bill

Hi William, 

I will move this to the Genesys Cloud Developer Community then and see if they can confirm the expected behavior or if it is possible to match the order in the view

Yes, that's the API my data is coming from. The column names and everything are the same as what I receive back from the API. 

I've had a Customer Care ticket open for about 2 months - they don't believe this is in their scope because it's not a bug per-se, and pointed me towards the Developer Community for help.

Basically what the SQL is doing is it starts by taking all the segment records and filters down to just those that have queueIds. This is filtered down again to segment records where the parent session record has a purpose of 'ACD', or  (purpose = 'agent' and segment type = 'contacting'). These records are sorted by segment start timestamp and I'm taking the first instance of each queue as it appears for the conversation, then matching back to the actual queue name and joining with semi-colons. It's extremely close to the Genesys Cloud Interactions queue column, it's inaccurate about 1.3% of the time from my calculations. The remaining discrepancies are in the types of records like I've described in this thread where the queues are appearing out-of-order in the Interactions table.

Thanks,
Bill

Sorry again for not seeing this sooner, I am not so good with SQL logic, but looks like it is pulling in the order of the document.  Can you confirm you are using: /api/v2/analytics/conversations/details?

It may be worth raising a case with Genesys Product Support to get a definitive answer on why these specific interactions appear to have the queues out of order compared to the timestamps. 

Bump

This is a callback. Here is the same screenshot with mediaType and purpose. Below is also my SQL logic for determining queue flow:

SELECT 
    conversationId   

, STRING_AGG(TRIM(queueName), '; ') WITHIN GROUP (ORDER BY segmentStart) AS queue_flow
FROM (
    SELECT 
        conversationId
        , conversationStart
        , COALESCE(queueName, queueId) AS queueName
        , segmentStart
    FROM (
        SELECT
            conversationId,
            conversationStart AT TIME ZONE 'Eastern Standard Time' AS conversationStart,
            queueId,
            segmentStart,
            ROW_NUMBER() OVER (PARTITION BY queueId, conversationId ORDER BY segmentStart) AS rn
        FROM dbo.fact_genesys_conversations_sessions
        CROSS APPLY OPENJSON(segments) 
        WITH (
            segmentStart DATETIMEOFFSET(3) '$.segmentStart',
            segmentType VARCHAR(13) '$.segmentType',
            queueId VARCHAR(37) '$.queueId'
            ) AS s
        WHERE (purpose = 'acd' OR (purpose = 'agent' AND segmentType = 'contacting')) AND queueId IS NOT NULL
    ) a
    LEFT JOIN (SELECT id, [name] AS queueName FROM dbo.dim_genesys_queues) qs
    ON a.queueId = qs.id
    WHERE rn = 1
) b
GROUP BY conversationId

Is this example an inbound/outbound call? Are they all segments with the purpose ACD?

Hello Sam, thanks for responding. I do have a ticket open with Customer Care for this issue. I understand it's likely not a bug per-se, I'm just trying to replicate what my customer sees in Genesys Cloud so my reports with Conversation Details API data will match exactly.

Here's an example:

By taking the earliest segment start, it should be C -> E -> H -> A. Genesys Cloud shows it as C -> A -> E -> H. Let me know if any other information or other examples would be useful.

Hi William, sorry for missing this.

I believe the queues are in the order in which the segments started minus any duplicates. e.g. if the interaction went A->B->C->B it would show A,B,C in the queue column. If you have examples, it would certainly be worth double checking the timings that the segments started.

If you have examples that show segments in a different order to the timestamps, it would probably need to be investigated by Genesys Customer Care to confirm what caused the queues to be in a different order.

From what I can tell, a great deal of the outliers were made on behalf of the queue. I was able to fully resolve this by adding in queues where purpose = 'agent' and segmentType = 'contacting'. 

My remaining outliers (a very small fraction of a %) show the Genesys queue out-of-order from the segmentStart times. I.e., the segments data suggests A->B->C, but the Queue column shows A->C->B. 

Hi Bill, how many of those were calls made on behalf of queue?  Those will show purpose of agent instead of ACD but the queue will still appear in the queues column in interactions view.

Hello Sam,

Thanks for your response. I've found instances in our Genesys system where there is no participant with purpose ACD, but there is a queue for it in the Interactions table. Are there any additional exceptions for inbound/outbound or anything else relating to voice and callback media types?

Thanks,

Bill

Hi William,

The queues are pulled from the Participants with purpose ACD, but it does not duplicate queues. e.g. If a call goes from Queue A to Queue B and the is transferred back to Queue A, it will shows as Queue A, Queue B in the column, not Queue A, Queue B, Queue A.

I am trying to replicate the order of queues an interaction goes through as it's displayed in the Queue column in the Interactions table. I have a database with data from the Conversation Details API that I'm trying to use to achieve this, but through a lot of trial and error, I'm not able to exactly replicate this. I'm often getting duplicate queues, missing some queues altogether, or showing a return to an earlier queue when the Queue column does not. I've tried filtering out by different combinations of participant purpose and segment type, and unique sessionId and participantId. 

How is the Queue column determined in the context of Conversation Details data so I can match exactly what the Interactions table has?

Bump

Bump

Hello Sam,

Sorry if I'm misunderstanding but isn't this post already in the Developer Community? 

If this is expected behavior then I would need as detailed an explanation as possible that I can water down and relay to my customer who wants this to match exactly. I would much prefer to know what workarounds or conditions I need to account for that can get my queue orders to match 100% of the time.

Thanks,

Bill

Hi William, 

I will move this to the Genesys Cloud Developer Community then and see if they can confirm the expected behavior or if it is possible to match the order in the view

Yes, that's the API my data is coming from. The column names and everything are the same as what I receive back from the API. 

I've had a Customer Care ticket open for about 2 months - they don't believe this is in their scope because it's not a bug per-se, and pointed me towards the Developer Community for help.

Basically what the SQL is doing is it starts by taking all the segment records and filters down to just those that have queueIds. This is filtered down again to segment records where the parent session record has a purpose of 'ACD', or  (purpose = 'agent' and segment type = 'contacting'). These records are sorted by segment start timestamp and I'm taking the first instance of each queue as it appears for the conversation, then matching back to the actual queue name and joining with semi-colons. It's extremely close to the Genesys Cloud Interactions queue column, it's inaccurate about 1.3% of the time from my calculations. The remaining discrepancies are in the types of records like I've described in this thread where the queues are appearing out-of-order in the Interactions table.

Thanks,
Bill

Sorry again for not seeing this sooner, I am not so good with SQL logic, but looks like it is pulling in the order of the document.  Can you confirm you are using: /api/v2/analytics/conversations/details?

It may be worth raising a case with Genesys Product Support to get a definitive answer on why these specific interactions appear to have the queues out of order compared to the timestamps. 

Bump

This is a callback. Here is the same screenshot with mediaType and purpose. Below is also my SQL logic for determining queue flow:

SELECT 
    conversationId   

, STRING_AGG(TRIM(queueName), '; ') WITHIN GROUP (ORDER BY segmentStart) AS queue_flow
FROM (
    SELECT 
        conversationId
        , conversationStart
        , COALESCE(queueName, queueId) AS queueName
        , segmentStart
    FROM (
        SELECT
            conversationId,
            conversationStart AT TIME ZONE 'Eastern Standard Time' AS conversationStart,
            queueId,
            segmentStart,
            ROW_NUMBER() OVER (PARTITION BY queueId, conversationId ORDER BY segmentStart) AS rn
        FROM dbo.fact_genesys_conversations_sessions
        CROSS APPLY OPENJSON(segments) 
        WITH (
            segmentStart DATETIMEOFFSET(3) '$.segmentStart',
            segmentType VARCHAR(13) '$.segmentType',
            queueId VARCHAR(37) '$.queueId'
            ) AS s
        WHERE (purpose = 'acd' OR (purpose = 'agent' AND segmentType = 'contacting')) AND queueId IS NOT NULL
    ) a
    LEFT JOIN (SELECT id, [name] AS queueName FROM dbo.dim_genesys_queues) qs
    ON a.queueId = qs.id
    WHERE rn = 1
) b
GROUP BY conversationId

Is this example an inbound/outbound call? Are they all segments with the purpose ACD?

Hello Sam, thanks for responding. I do have a ticket open with Customer Care for this issue. I understand it's likely not a bug per-se, I'm just trying to replicate what my customer sees in Genesys Cloud so my reports with Conversation Details API data will match exactly.

Here's an example:

By taking the earliest segment start, it should be C -> E -> H -> A. Genesys Cloud shows it as C -> A -> E -> H. Let me know if any other information or other examples would be useful.

Hi William, sorry for missing this.

I believe the queues are in the order in which the segments started minus any duplicates. e.g. if the interaction went A->B->C->B it would show A,B,C in the queue column. If you have examples, it would certainly be worth double checking the timings that the segments started.

If you have examples that show segments in a different order to the timestamps, it would probably need to be investigated by Genesys Customer Care to confirm what caused the queues to be in a different order.

From what I can tell, a great deal of the outliers were made on behalf of the queue. I was able to fully resolve this by adding in queues where purpose = 'agent' and segmentType = 'contacting'. 

My remaining outliers (a very small fraction of a %) show the Genesys queue out-of-order from the segmentStart times. I.e., the segments data suggests A->B->C, but the Queue column shows A->C->B. 

Hi Bill, how many of those were calls made on behalf of queue?  Those will show purpose of agent instead of ACD but the queue will still appear in the queues column in interactions view.

Hello Sam,

Thanks for your response. I've found instances in our Genesys system where there is no participant with purpose ACD, but there is a queue for it in the Interactions table. Are there any additional exceptions for inbound/outbound or anything else relating to voice and callback media types?

Thanks,

Bill

Hi William,

The queues are pulled from the Participants with purpose ACD, but it does not duplicate queues. e.g. If a call goes from Queue A to Queue B and the is transferred back to Queue A, it will shows as Queue A, Queue B in the column, not Queue A, Queue B, Queue A.

I am trying to replicate the order of queues an interaction goes through as it's displayed in the Queue column in the Interactions table. I have a database with data from the Conversation Details API that I'm trying to use to achieve this, but through a lot of trial and error, I'm not able to exactly replicate this. I'm often getting duplicate queues, missing some queues altogether, or showing a return to an earlier queue when the Queue column does not. I've tried filtering out by different combinations of participant purpose and segment type, and unique sessionId and participantId. 

How is the Queue column determined in the context of Conversation Details data so I can match exactly what the Interactions table has?

Bump

Bump

Bump

Hello Sam,

Sorry if I'm misunderstanding but isn't this post already in the Developer Community? 

If this is expected behavior then I would need as detailed an explanation as possible that I can water down and relay to my customer who wants this to match exactly. I would much prefer to know what workarounds or conditions I need to account for that can get my queue orders to match 100% of the time.

Thanks,

Bill

Hi William, 

I will move this to the Genesys Cloud Developer Community then and see if they can confirm the expected behavior or if it is possible to match the order in the view

Yes, that's the API my data is coming from. The column names and everything are the same as what I receive back from the API. 

I've had a Customer Care ticket open for about 2 months - they don't believe this is in their scope because it's not a bug per-se, and pointed me towards the Developer Community for help.

Basically what the SQL is doing is it starts by taking all the segment records and filters down to just those that have queueIds. This is filtered down again to segment records where the parent session record has a purpose of 'ACD', or  (purpose = 'agent' and segment type = 'contacting'). These records are sorted by segment start timestamp and I'm taking the first instance of each queue as it appears for the conversation, then matching back to the actual queue name and joining with semi-colons. It's extremely close to the Genesys Cloud Interactions queue column, it's inaccurate about 1.3% of the time from my calculations. The remaining discrepancies are in the types of records like I've described in this thread where the queues are appearing out-of-order in the Interactions table.

Thanks,
Bill

Sorry again for not seeing this sooner, I am not so good with SQL logic, but looks like it is pulling in the order of the document.  Can you confirm you are using: /api/v2/analytics/conversations/details?

It may be worth raising a case with Genesys Product Support to get a definitive answer on why these specific interactions appear to have the queues out of order compared to the timestamps. 

Bump

This is a callback. Here is the same screenshot with mediaType and purpose. Below is also my SQL logic for determining queue flow:

SELECT 
    conversationId   

, STRING_AGG(TRIM(queueName), '; ') WITHIN GROUP (ORDER BY segmentStart) AS queue_flow
FROM (
    SELECT 
        conversationId
        , conversationStart
        , COALESCE(queueName, queueId) AS queueName
        , segmentStart
    FROM (
        SELECT
            conversationId,
            conversationStart AT TIME ZONE 'Eastern Standard Time' AS conversationStart,
            queueId,
            segmentStart,
            ROW_NUMBER() OVER (PARTITION BY queueId, conversationId ORDER BY segmentStart) AS rn
        FROM dbo.fact_genesys_conversations_sessions
        CROSS APPLY OPENJSON(segments) 
        WITH (
            segmentStart DATETIMEOFFSET(3) '$.segmentStart',
            segmentType VARCHAR(13) '$.segmentType',
            queueId VARCHAR(37) '$.queueId'
            ) AS s
        WHERE (purpose = 'acd' OR (purpose = 'agent' AND segmentType = 'contacting')) AND queueId IS NOT NULL
    ) a
    LEFT JOIN (SELECT id, [name] AS queueName FROM dbo.dim_genesys_queues) qs
    ON a.queueId = qs.id
    WHERE rn = 1
) b
GROUP BY conversationId

Is this example an inbound/outbound call? Are they all segments with the purpose ACD?

Hello Sam, thanks for responding. I do have a ticket open with Customer Care for this issue. I understand it's likely not a bug per-se, I'm just trying to replicate what my customer sees in Genesys Cloud so my reports with Conversation Details API data will match exactly.

Here's an example:

By taking the earliest segment start, it should be C -> E -> H -> A. Genesys Cloud shows it as C -> A -> E -> H. Let me know if any other information or other examples would be useful.

Hi William, sorry for missing this.

I believe the queues are in the order in which the segments started minus any duplicates. e.g. if the interaction went A->B->C->B it would show A,B,C in the queue column. If you have examples, it would certainly be worth double checking the timings that the segments started.

If you have examples that show segments in a different order to the timestamps, it would probably need to be investigated by Genesys Customer Care to confirm what caused the queues to be in a different order.

From what I can tell, a great deal of the outliers were made on behalf of the queue. I was able to fully resolve this by adding in queues where purpose = 'agent' and segmentType = 'contacting'. 

My remaining outliers (a very small fraction of a %) show the Genesys queue out-of-order from the segmentStart times. I.e., the segments data suggests A->B->C, but the Queue column shows A->C->B. 

Hi Bill, how many of those were calls made on behalf of queue?  Those will show purpose of agent instead of ACD but the queue will still appear in the queues column in interactions view.

Hello Sam,

Thanks for your response. I've found instances in our Genesys system where there is no participant with purpose ACD, but there is a queue for it in the Interactions table. Are there any additional exceptions for inbound/outbound or anything else relating to voice and callback media types?

Thanks,

Bill

Hi William,

The queues are pulled from the Participants with purpose ACD, but it does not duplicate queues. e.g. If a call goes from Queue A to Queue B and the is transferred back to Queue A, it will shows as Queue A, Queue B in the column, not Queue A, Queue B, Queue A.

I am trying to replicate the order of queues an interaction goes through as it's displayed in the Queue column in the Interactions table. I have a database with data from the Conversation Details API that I'm trying to use to achieve this, but through a lot of trial and error, I'm not able to exactly replicate this. I'm often getting duplicate queues, missing some queues altogether, or showing a return to an earlier queue when the Queue column does not. I've tried filtering out by different combinations of participant purpose and segment type, and unique sessionId and participantId. 

How is the Queue column determined in the context of Conversation Details data so I can match exactly what the Interactions table has?

If you look in the Interactions Timeline view, which order are they shown there?

Bump

Bump

Bump

Hello Sam,

Sorry if I'm misunderstanding but isn't this post already in the Developer Community? 

If this is expected behavior then I would need as detailed an explanation as possible that I can water down and relay to my customer who wants this to match exactly. I would much prefer to know what workarounds or conditions I need to account for that can get my queue orders to match 100% of the time.

Thanks,

Bill

Hi William, 

I will move this to the Genesys Cloud Developer Community then and see if they can confirm the expected behavior or if it is possible to match the order in the view

Yes, that's the API my data is coming from. The column names and everything are the same as what I receive back from the API. 

I've had a Customer Care ticket open for about 2 months - they don't believe this is in their scope because it's not a bug per-se, and pointed me towards the Developer Community for help.

Basically what the SQL is doing is it starts by taking all the segment records and filters down to just those that have queueIds. This is filtered down again to segment records where the parent session record has a purpose of 'ACD', or  (purpose = 'agent' and segment type = 'contacting'). These records are sorted by segment start timestamp and I'm taking the first instance of each queue as it appears for the conversation, then matching back to the actual queue name and joining with semi-colons. It's extremely close to the Genesys Cloud Interactions queue column, it's inaccurate about 1.3% of the time from my calculations. The remaining discrepancies are in the types of records like I've described in this thread where the queues are appearing out-of-order in the Interactions table.

Thanks,
Bill

Sorry again for not seeing this sooner, I am not so good with SQL logic, but looks like it is pulling in the order of the document.  Can you confirm you are using: /api/v2/analytics/conversations/details?

It may be worth raising a case with Genesys Product Support to get a definitive answer on why these specific interactions appear to have the queues out of order compared to the timestamps. 

Bump

This is a callback. Here is the same screenshot with mediaType and purpose. Below is also my SQL logic for determining queue flow:

SELECT 
    conversationId   

, STRING_AGG(TRIM(queueName), '; ') WITHIN GROUP (ORDER BY segmentStart) AS queue_flow
FROM (
    SELECT 
        conversationId
        , conversationStart
        , COALESCE(queueName, queueId) AS queueName
        , segmentStart
    FROM (
        SELECT
            conversationId,
            conversationStart AT TIME ZONE 'Eastern Standard Time' AS conversationStart,
            queueId,
            segmentStart,
            ROW_NUMBER() OVER (PARTITION BY queueId, conversationId ORDER BY segmentStart) AS rn
        FROM dbo.fact_genesys_conversations_sessions
        CROSS APPLY OPENJSON(segments) 
        WITH (
            segmentStart DATETIMEOFFSET(3) '$.segmentStart',
            segmentType VARCHAR(13) '$.segmentType',
            queueId VARCHAR(37) '$.queueId'
            ) AS s
        WHERE (purpose = 'acd' OR (purpose = 'agent' AND segmentType = 'contacting')) AND queueId IS NOT NULL
    ) a
    LEFT JOIN (SELECT id, [name] AS queueName FROM dbo.dim_genesys_queues) qs
    ON a.queueId = qs.id
    WHERE rn = 1
) b
GROUP BY conversationId

Is this example an inbound/outbound call? Are they all segments with the purpose ACD?

Hello Sam, thanks for responding. I do have a ticket open with Customer Care for this issue. I understand it's likely not a bug per-se, I'm just trying to replicate what my customer sees in Genesys Cloud so my reports with Conversation Details API data will match exactly.

Here's an example:

By taking the earliest segment start, it should be C -> E -> H -> A. Genesys Cloud shows it as C -> A -> E -> H. Let me know if any other information or other examples would be useful.

Hi William, sorry for missing this.

I believe the queues are in the order in which the segments started minus any duplicates. e.g. if the interaction went A->B->C->B it would show A,B,C in the queue column. If you have examples, it would certainly be worth double checking the timings that the segments started.

If you have examples that show segments in a different order to the timestamps, it would probably need to be investigated by Genesys Customer Care to confirm what caused the queues to be in a different order.

From what I can tell, a great deal of the outliers were made on behalf of the queue. I was able to fully resolve this by adding in queues where purpose = 'agent' and segmentType = 'contacting'. 

My remaining outliers (a very small fraction of a %) show the Genesys queue out-of-order from the segmentStart times. I.e., the segments data suggests A->B->C, but the Queue column shows A->C->B. 

Hi Bill, how many of those were calls made on behalf of queue?  Those will show purpose of agent instead of ACD but the queue will still appear in the queues column in interactions view.

Hello Sam,

Thanks for your response. I've found instances in our Genesys system where there is no participant with purpose ACD, but there is a queue for it in the Interactions table. Are there any additional exceptions for inbound/outbound or anything else relating to voice and callback media types?

Thanks,

Bill

Hi William,

The queues are pulled from the Participants with purpose ACD, but it does not duplicate queues. e.g. If a call goes from Queue A to Queue B and the is transferred back to Queue A, it will shows as Queue A, Queue B in the column, not Queue A, Queue B, Queue A.

I am trying to replicate the order of queues an interaction goes through as it's displayed in the Queue column in the Interactions table. I have a database with data from the Conversation Details API that I'm trying to use to achieve this, but through a lot of trial and error, I'm not able to exactly replicate this. I'm often getting duplicate queues, missing some queues altogether, or showing a return to an earlier queue when the Queue column does not. I've tried filtering out by different combinations of participant purpose and segment type, and unique sessionId and participantId. 

How is the Queue column determined in the context of Conversation Details data so I can match exactly what the Interactions table has?

In the timeline view it's C -> E -> H -> A, the same as my calculated version of the Queue column. Oddly enough, the Queue column for this interaction was C -> A -> E -> H, but when I examine this interaction's details page, now Queue says C -> E -> H -> A. Unfortunately, the Queue column on the Interactions page is what my reports are being QA'd against.

If you look in the Interactions Timeline view, which order are they shown there?

Bump

Bump

Bump

Hello Sam,

Sorry if I'm misunderstanding but isn't this post already in the Developer Community? 

If this is expected behavior then I would need as detailed an explanation as possible that I can water down and relay to my customer who wants this to match exactly. I would much prefer to know what workarounds or conditions I need to account for that can get my queue orders to match 100% of the time.

Thanks,

Bill

Hi William, 

I will move this to the Genesys Cloud Developer Community then and see if they can confirm the expected behavior or if it is possible to match the order in the view

Yes, that's the API my data is coming from. The column names and everything are the same as what I receive back from the API. 

I've had a Customer Care ticket open for about 2 months - they don't believe this is in their scope because it's not a bug per-se, and pointed me towards the Developer Community for help.

Basically what the SQL is doing is it starts by taking all the segment records and filters down to just those that have queueIds. This is filtered down again to segment records where the parent session record has a purpose of 'ACD', or  (purpose = 'agent' and segment type = 'contacting'). These records are sorted by segment start timestamp and I'm taking the first instance of each queue as it appears for the conversation, then matching back to the actual queue name and joining with semi-colons. It's extremely close to the Genesys Cloud Interactions queue column, it's inaccurate about 1.3% of the time from my calculations. The remaining discrepancies are in the types of records like I've described in this thread where the queues are appearing out-of-order in the Interactions table.

Thanks,
Bill

Sorry again for not seeing this sooner, I am not so good with SQL logic, but looks like it is pulling in the order of the document.  Can you confirm you are using: /api/v2/analytics/conversations/details?

It may be worth raising a case with Genesys Product Support to get a definitive answer on why these specific interactions appear to have the queues out of order compared to the timestamps. 

Bump

This is a callback. Here is the same screenshot with mediaType and purpose. Below is also my SQL logic for determining queue flow:

SELECT 
    conversationId   

, STRING_AGG(TRIM(queueName), '; ') WITHIN GROUP (ORDER BY segmentStart) AS queue_flow
FROM (
    SELECT 
        conversationId
        , conversationStart
        , COALESCE(queueName, queueId) AS queueName
        , segmentStart
    FROM (
        SELECT
            conversationId,
            conversationStart AT TIME ZONE 'Eastern Standard Time' AS conversationStart,
            queueId,
            segmentStart,
            ROW_NUMBER() OVER (PARTITION BY queueId, conversationId ORDER BY segmentStart) AS rn
        FROM dbo.fact_genesys_conversations_sessions
        CROSS APPLY OPENJSON(segments) 
        WITH (
            segmentStart DATETIMEOFFSET(3) '$.segmentStart',
            segmentType VARCHAR(13) '$.segmentType',
            queueId VARCHAR(37) '$.queueId'
            ) AS s
        WHERE (purpose = 'acd' OR (purpose = 'agent' AND segmentType = 'contacting')) AND queueId IS NOT NULL
    ) a
    LEFT JOIN (SELECT id, [name] AS queueName FROM dbo.dim_genesys_queues) qs
    ON a.queueId = qs.id
    WHERE rn = 1
) b
GROUP BY conversationId

Is this example an inbound/outbound call? Are they all segments with the purpose ACD?

Hello Sam, thanks for responding. I do have a ticket open with Customer Care for this issue. I understand it's likely not a bug per-se, I'm just trying to replicate what my customer sees in Genesys Cloud so my reports with Conversation Details API data will match exactly.

Here's an example:

By taking the earliest segment start, it should be C -> E -> H -> A. Genesys Cloud shows it as C -> A -> E -> H. Let me know if any other information or other examples would be useful.

Hi William, sorry for missing this.

I believe the queues are in the order in which the segments started minus any duplicates. e.g. if the interaction went A->B->C->B it would show A,B,C in the queue column. If you have examples, it would certainly be worth double checking the timings that the segments started.

If you have examples that show segments in a different order to the timestamps, it would probably need to be investigated by Genesys Customer Care to confirm what caused the queues to be in a different order.

From what I can tell, a great deal of the outliers were made on behalf of the queue. I was able to fully resolve this by adding in queues where purpose = 'agent' and segmentType = 'contacting'. 

My remaining outliers (a very small fraction of a %) show the Genesys queue out-of-order from the segmentStart times. I.e., the segments data suggests A->B->C, but the Queue column shows A->C->B. 

Hi Bill, how many of those were calls made on behalf of queue?  Those will show purpose of agent instead of ACD but the queue will still appear in the queues column in interactions view.

Hello Sam,

Thanks for your response. I've found instances in our Genesys system where there is no participant with purpose ACD, but there is a queue for it in the Interactions table. Are there any additional exceptions for inbound/outbound or anything else relating to voice and callback media types?

Thanks,

Bill

Hi William,

The queues are pulled from the Participants with purpose ACD, but it does not duplicate queues. e.g. If a call goes from Queue A to Queue B and the is transferred back to Queue A, it will shows as Queue A, Queue B in the column, not Queue A, Queue B, Queue A.

I am trying to replicate the order of queues an interaction goes through as it's displayed in the Queue column in the Interactions table. I have a database with data from the Conversation Details API that I'm trying to use to achieve this, but through a lot of trial and error, I'm not able to exactly replicate this. I'm often getting duplicate queues, missing some queues altogether, or showing a return to an earlier queue when the Queue column does not. I've tried filtering out by different combinations of participant purpose and segment type, and unique sessionId and participantId. 

How is the Queue column determined in the context of Conversation Details data so I can match exactly what the Interactions table has?

Bump

In the timeline view it's C -> E -> H -> A, the same as my calculated version of the Queue column. Oddly enough, the Queue column for this interaction was C -> A -> E -> H, but when I examine this interaction's details page, now Queue says C -> E -> H -> A. Unfortunately, the Queue column on the Interactions page is what my reports are being QA'd against.

If you look in the Interactions Timeline view, which order are they shown there?

Bump

Bump

Bump

Hello Sam,

Sorry if I'm misunderstanding but isn't this post already in the Developer Community? 

If this is expected behavior then I would need as detailed an explanation as possible that I can water down and relay to my customer who wants this to match exactly. I would much prefer to know what workarounds or conditions I need to account for that can get my queue orders to match 100% of the time.

Thanks,

Bill

Hi William, 

I will move this to the Genesys Cloud Developer Community then and see if they can confirm the expected behavior or if it is possible to match the order in the view

Yes, that's the API my data is coming from. The column names and everything are the same as what I receive back from the API. 

I've had a Customer Care ticket open for about 2 months - they don't believe this is in their scope because it's not a bug per-se, and pointed me towards the Developer Community for help.

Basically what the SQL is doing is it starts by taking all the segment records and filters down to just those that have queueIds. This is filtered down again to segment records where the parent session record has a purpose of 'ACD', or  (purpose = 'agent' and segment type = 'contacting'). These records are sorted by segment start timestamp and I'm taking the first instance of each queue as it appears for the conversation, then matching back to the actual queue name and joining with semi-colons. It's extremely close to the Genesys Cloud Interactions queue column, it's inaccurate about 1.3% of the time from my calculations. The remaining discrepancies are in the types of records like I've described in this thread where the queues are appearing out-of-order in the Interactions table.

Thanks,
Bill

Sorry again for not seeing this sooner, I am not so good with SQL logic, but looks like it is pulling in the order of the document.  Can you confirm you are using: /api/v2/analytics/conversations/details?

It may be worth raising a case with Genesys Product Support to get a definitive answer on why these specific interactions appear to have the queues out of order compared to the timestamps. 

Bump

This is a callback. Here is the same screenshot with mediaType and purpose. Below is also my SQL logic for determining queue flow:

SELECT 
    conversationId   

, STRING_AGG(TRIM(queueName), '; ') WITHIN GROUP (ORDER BY segmentStart) AS queue_flow
FROM (
    SELECT 
        conversationId
        , conversationStart
        , COALESCE(queueName, queueId) AS queueName
        , segmentStart
    FROM (
        SELECT
            conversationId,
            conversationStart AT TIME ZONE 'Eastern Standard Time' AS conversationStart,
            queueId,
            segmentStart,
            ROW_NUMBER() OVER (PARTITION BY queueId, conversationId ORDER BY segmentStart) AS rn
        FROM dbo.fact_genesys_conversations_sessions
        CROSS APPLY OPENJSON(segments) 
        WITH (
            segmentStart DATETIMEOFFSET(3) '$.segmentStart',
            segmentType VARCHAR(13) '$.segmentType',
            queueId VARCHAR(37) '$.queueId'
            ) AS s
        WHERE (purpose = 'acd' OR (purpose = 'agent' AND segmentType = 'contacting')) AND queueId IS NOT NULL
    ) a
    LEFT JOIN (SELECT id, [name] AS queueName FROM dbo.dim_genesys_queues) qs
    ON a.queueId = qs.id
    WHERE rn = 1
) b
GROUP BY conversationId

Is this example an inbound/outbound call? Are they all segments with the purpose ACD?

Hello Sam, thanks for responding. I do have a ticket open with Customer Care for this issue. I understand it's likely not a bug per-se, I'm just trying to replicate what my customer sees in Genesys Cloud so my reports with Conversation Details API data will match exactly.

Here's an example:

By taking the earliest segment start, it should be C -> E -> H -> A. Genesys Cloud shows it as C -> A -> E -> H. Let me know if any other information or other examples would be useful.

Hi William, sorry for missing this.

I believe the queues are in the order in which the segments started minus any duplicates. e.g. if the interaction went A->B->C->B it would show A,B,C in the queue column. If you have examples, it would certainly be worth double checking the timings that the segments started.

If you have examples that show segments in a different order to the timestamps, it would probably need to be investigated by Genesys Customer Care to confirm what caused the queues to be in a different order.

From what I can tell, a great deal of the outliers were made on behalf of the queue. I was able to fully resolve this by adding in queues where purpose = 'agent' and segmentType = 'contacting'. 

My remaining outliers (a very small fraction of a %) show the Genesys queue out-of-order from the segmentStart times. I.e., the segments data suggests A->B->C, but the Queue column shows A->C->B. 

Hi Bill, how many of those were calls made on behalf of queue?  Those will show purpose of agent instead of ACD but the queue will still appear in the queues column in interactions view.

Hello Sam,

Thanks for your response. I've found instances in our Genesys system where there is no participant with purpose ACD, but there is a queue for it in the Interactions table. Are there any additional exceptions for inbound/outbound or anything else relating to voice and callback media types?

Thanks,

Bill

Hi William,

The queues are pulled from the Participants with purpose ACD, but it does not duplicate queues. e.g. If a call goes from Queue A to Queue B and the is transferred back to Queue A, it will shows as Queue A, Queue B in the column, not Queue A, Queue B, Queue A.

I am trying to replicate the order of queues an interaction goes through as it's displayed in the Queue column in the Interactions table. I have a database with data from the Conversation Details API that I'm trying to use to achieve this, but through a lot of trial and error, I'm not able to exactly replicate this. I'm often getting duplicate queues, missing some queues altogether, or showing a return to an earlier queue when the Queue column does not. I've tried filtering out by different combinations of participant purpose and segment type, and unique sessionId and participantId. 

How is the Queue column determined in the context of Conversation Details data so I can match exactly what the Interactions table has?

Bump

Bump

In the timeline view it's C -> E -> H -> A, the same as my calculated version of the Queue column. Oddly enough, the Queue column for this interaction was C -> A -> E -> H, but when I examine this interaction's details page, now Queue says C -> E -> H -> A. Unfortunately, the Queue column on the Interactions page is what my reports are being QA'd against.

If you look in the Interactions Timeline view, which order are they shown there?

Bump

Bump

Bump

Hello Sam,

Sorry if I'm misunderstanding but isn't this post already in the Developer Community? 

If this is expected behavior then I would need as detailed an explanation as possible that I can water down and relay to my customer who wants this to match exactly. I would much prefer to know what workarounds or conditions I need to account for that can get my queue orders to match 100% of the time.

Thanks,

Bill

Hi William, 

I will move this to the Genesys Cloud Developer Community then and see if they can confirm the expected behavior or if it is possible to match the order in the view

Yes, that's the API my data is coming from. The column names and everything are the same as what I receive back from the API. 

I've had a Customer Care ticket open for about 2 months - they don't believe this is in their scope because it's not a bug per-se, and pointed me towards the Developer Community for help.

Basically what the SQL is doing is it starts by taking all the segment records and filters down to just those that have queueIds. This is filtered down again to segment records where the parent session record has a purpose of 'ACD', or  (purpose = 'agent' and segment type = 'contacting'). These records are sorted by segment start timestamp and I'm taking the first instance of each queue as it appears for the conversation, then matching back to the actual queue name and joining with semi-colons. It's extremely close to the Genesys Cloud Interactions queue column, it's inaccurate about 1.3% of the time from my calculations. The remaining discrepancies are in the types of records like I've described in this thread where the queues are appearing out-of-order in the Interactions table.

Thanks,
Bill

Sorry again for not seeing this sooner, I am not so good with SQL logic, but looks like it is pulling in the order of the document.  Can you confirm you are using: /api/v2/analytics/conversations/details?

It may be worth raising a case with Genesys Product Support to get a definitive answer on why these specific interactions appear to have the queues out of order compared to the timestamps. 

Bump

This is a callback. Here is the same screenshot with mediaType and purpose. Below is also my SQL logic for determining queue flow:

SELECT 
    conversationId   

, STRING_AGG(TRIM(queueName), '; ') WITHIN GROUP (ORDER BY segmentStart) AS queue_flow
FROM (
    SELECT 
        conversationId
        , conversationStart
        , COALESCE(queueName, queueId) AS queueName
        , segmentStart
    FROM (
        SELECT
            conversationId,
            conversationStart AT TIME ZONE 'Eastern Standard Time' AS conversationStart,
            queueId,
            segmentStart,
            ROW_NUMBER() OVER (PARTITION BY queueId, conversationId ORDER BY segmentStart) AS rn
        FROM dbo.fact_genesys_conversations_sessions
        CROSS APPLY OPENJSON(segments) 
        WITH (
            segmentStart DATETIMEOFFSET(3) '$.segmentStart',
            segmentType VARCHAR(13) '$.segmentType',
            queueId VARCHAR(37) '$.queueId'
            ) AS s
        WHERE (purpose = 'acd' OR (purpose = 'agent' AND segmentType = 'contacting')) AND queueId IS NOT NULL
    ) a
    LEFT JOIN (SELECT id, [name] AS queueName FROM dbo.dim_genesys_queues) qs
    ON a.queueId = qs.id
    WHERE rn = 1
) b
GROUP BY conversationId

Is this example an inbound/outbound call? Are they all segments with the purpose ACD?

Hello Sam, thanks for responding. I do have a ticket open with Customer Care for this issue. I understand it's likely not a bug per-se, I'm just trying to replicate what my customer sees in Genesys Cloud so my reports with Conversation Details API data will match exactly.

Here's an example:

By taking the earliest segment start, it should be C -> E -> H -> A. Genesys Cloud shows it as C -> A -> E -> H. Let me know if any other information or other examples would be useful.

Hi William, sorry for missing this.

I believe the queues are in the order in which the segments started minus any duplicates. e.g. if the interaction went A->B->C->B it would show A,B,C in the queue column. If you have examples, it would certainly be worth double checking the timings that the segments started.

If you have examples that show segments in a different order to the timestamps, it would probably need to be investigated by Genesys Customer Care to confirm what caused the queues to be in a different order.

From what I can tell, a great deal of the outliers were made on behalf of the queue. I was able to fully resolve this by adding in queues where purpose = 'agent' and segmentType = 'contacting'. 

My remaining outliers (a very small fraction of a %) show the Genesys queue out-of-order from the segmentStart times. I.e., the segments data suggests A->B->C, but the Queue column shows A->C->B. 

Hi Bill, how many of those were calls made on behalf of queue?  Those will show purpose of agent instead of ACD but the queue will still appear in the queues column in interactions view.

Hello Sam,

Thanks for your response. I've found instances in our Genesys system where there is no participant with purpose ACD, but there is a queue for it in the Interactions table. Are there any additional exceptions for inbound/outbound or anything else relating to voice and callback media types?

Thanks,

Bill

Hi William,

The queues are pulled from the Participants with purpose ACD, but it does not duplicate queues. e.g. If a call goes from Queue A to Queue B and the is transferred back to Queue A, it will shows as Queue A, Queue B in the column, not Queue A, Queue B, Queue A.

I am trying to replicate the order of queues an interaction goes through as it's displayed in the Queue column in the Interactions table. I have a database with data from the Conversation Details API that I'm trying to use to achieve this, but through a lot of trial and error, I'm not able to exactly replicate this. I'm often getting duplicate queues, missing some queues altogether, or showing a return to an earlier queue when the Queue column does not. I've tried filtering out by different combinations of participant purpose and segment type, and unique sessionId and participantId. 

How is the Queue column determined in the context of Conversation Details data so I can match exactly what the Interactions table has?

Bump

Bump

Bump

In the timeline view it's C -> E -> H -> A, the same as my calculated version of the Queue column. Oddly enough, the Queue column for this interaction was C -> A -> E -> H, but when I examine this interaction's details page, now Queue says C -> E -> H -> A. Unfortunately, the Queue column on the Interactions page is what my reports are being QA'd against.

If you look in the Interactions Timeline view, which order are they shown there?

Bump

Bump

Bump

Hello Sam,

Sorry if I'm misunderstanding but isn't this post already in the Developer Community? 

If this is expected behavior then I would need as detailed an explanation as possible that I can water down and relay to my customer who wants this to match exactly. I would much prefer to know what workarounds or conditions I need to account for that can get my queue orders to match 100% of the time.

Thanks,

Bill

Hi William, 

I will move this to the Genesys Cloud Developer Community then and see if they can confirm the expected behavior or if it is possible to match the order in the view

Yes, that's the API my data is coming from. The column names and everything are the same as what I receive back from the API. 

I've had a Customer Care ticket open for about 2 months - they don't believe this is in their scope because it's not a bug per-se, and pointed me towards the Developer Community for help.

Basically what the SQL is doing is it starts by taking all the segment records and filters down to just those that have queueIds. This is filtered down again to segment records where the parent session record has a purpose of 'ACD', or  (purpose = 'agent' and segment type = 'contacting'). These records are sorted by segment start timestamp and I'm taking the first instance of each queue as it appears for the conversation, then matching back to the actual queue name and joining with semi-colons. It's extremely close to the Genesys Cloud Interactions queue column, it's inaccurate about 1.3% of the time from my calculations. The remaining discrepancies are in the types of records like I've described in this thread where the queues are appearing out-of-order in the Interactions table.

Thanks,
Bill

Sorry again for not seeing this sooner, I am not so good with SQL logic, but looks like it is pulling in the order of the document.  Can you confirm you are using: /api/v2/analytics/conversations/details?

It may be worth raising a case with Genesys Product Support to get a definitive answer on why these specific interactions appear to have the queues out of order compared to the timestamps. 

Bump

This is a callback. Here is the same screenshot with mediaType and purpose. Below is also my SQL logic for determining queue flow:

SELECT 
    conversationId   

, STRING_AGG(TRIM(queueName), '; ') WITHIN GROUP (ORDER BY segmentStart) AS queue_flow
FROM (
    SELECT 
        conversationId
        , conversationStart
        , COALESCE(queueName, queueId) AS queueName
        , segmentStart
    FROM (
        SELECT
            conversationId,
            conversationStart AT TIME ZONE 'Eastern Standard Time' AS conversationStart,
            queueId,
            segmentStart,
            ROW_NUMBER() OVER (PARTITION BY queueId, conversationId ORDER BY segmentStart) AS rn
        FROM dbo.fact_genesys_conversations_sessions
        CROSS APPLY OPENJSON(segments) 
        WITH (
            segmentStart DATETIMEOFFSET(3) '$.segmentStart',
            segmentType VARCHAR(13) '$.segmentType',
            queueId VARCHAR(37) '$.queueId'
            ) AS s
        WHERE (purpose = 'acd' OR (purpose = 'agent' AND segmentType = 'contacting')) AND queueId IS NOT NULL
    ) a
    LEFT JOIN (SELECT id, [name] AS queueName FROM dbo.dim_genesys_queues) qs
    ON a.queueId = qs.id
    WHERE rn = 1
) b
GROUP BY conversationId

Is this example an inbound/outbound call? Are they all segments with the purpose ACD?

Hello Sam, thanks for responding. I do have a ticket open with Customer Care for this issue. I understand it's likely not a bug per-se, I'm just trying to replicate what my customer sees in Genesys Cloud so my reports with Conversation Details API data will match exactly.

Here's an example:

By taking the earliest segment start, it should be C -> E -> H -> A. Genesys Cloud shows it as C -> A -> E -> H. Let me know if any other information or other examples would be useful.

Hi William, sorry for missing this.

I believe the queues are in the order in which the segments started minus any duplicates. e.g. if the interaction went A->B->C->B it would show A,B,C in the queue column. If you have examples, it would certainly be worth double checking the timings that the segments started.

If you have examples that show segments in a different order to the timestamps, it would probably need to be investigated by Genesys Customer Care to confirm what caused the queues to be in a different order.

From what I can tell, a great deal of the outliers were made on behalf of the queue. I was able to fully resolve this by adding in queues where purpose = 'agent' and segmentType = 'contacting'. 

My remaining outliers (a very small fraction of a %) show the Genesys queue out-of-order from the segmentStart times. I.e., the segments data suggests A->B->C, but the Queue column shows A->C->B. 

Hi Bill, how many of those were calls made on behalf of queue?  Those will show purpose of agent instead of ACD but the queue will still appear in the queues column in interactions view.

Hello Sam,

Thanks for your response. I've found instances in our Genesys system where there is no participant with purpose ACD, but there is a queue for it in the Interactions table. Are there any additional exceptions for inbound/outbound or anything else relating to voice and callback media types?

Thanks,

Bill

Hi William,

The queues are pulled from the Participants with purpose ACD, but it does not duplicate queues. e.g. If a call goes from Queue A to Queue B and the is transferred back to Queue A, it will shows as Queue A, Queue B in the column, not Queue A, Queue B, Queue A.

I am trying to replicate the order of queues an interaction goes through as it's displayed in the Queue column in the Interactions table. I have a database with data from the Conversation Details API that I'm trying to use to achieve this, but through a lot of trial and error, I'm not able to exactly replicate this. I'm often getting duplicate queues, missing some queues altogether, or showing a return to an earlier queue when the Queue column does not. I've tried filtering out by different combinations of participant purpose and segment type, and unique sessionId and participantId. 

How is the Queue column determined in the context of Conversation Details data so I can match exactly what the Interactions table has?

Bump

Bump

Bump

Bump

In the timeline view it's C -> E -> H -> A, the same as my calculated version of the Queue column. Oddly enough, the Queue column for this interaction was C -> A -> E -> H, but when I examine this interaction's details page, now Queue says C -> E -> H -> A. Unfortunately, the Queue column on the Interactions page is what my reports are being QA'd against.

If you look in the Interactions Timeline view, which order are they shown there?

Bump

Bump

Bump

Hello Sam,

Sorry if I'm misunderstanding but isn't this post already in the Developer Community? 

If this is expected behavior then I would need as detailed an explanation as possible that I can water down and relay to my customer who wants this to match exactly. I would much prefer to know what workarounds or conditions I need to account for that can get my queue orders to match 100% of the time.

Thanks,

Bill

Hi William, 

I will move this to the Genesys Cloud Developer Community then and see if they can confirm the expected behavior or if it is possible to match the order in the view

Yes, that's the API my data is coming from. The column names and everything are the same as what I receive back from the API. 

I've had a Customer Care ticket open for about 2 months - they don't believe this is in their scope because it's not a bug per-se, and pointed me towards the Developer Community for help.

Basically what the SQL is doing is it starts by taking all the segment records and filters down to just those that have queueIds. This is filtered down again to segment records where the parent session record has a purpose of 'ACD', or  (purpose = 'agent' and segment type = 'contacting'). These records are sorted by segment start timestamp and I'm taking the first instance of each queue as it appears for the conversation, then matching back to the actual queue name and joining with semi-colons. It's extremely close to the Genesys Cloud Interactions queue column, it's inaccurate about 1.3% of the time from my calculations. The remaining discrepancies are in the types of records like I've described in this thread where the queues are appearing out-of-order in the Interactions table.

Thanks,
Bill

Sorry again for not seeing this sooner, I am not so good with SQL logic, but looks like it is pulling in the order of the document.  Can you confirm you are using: /api/v2/analytics/conversations/details?

It may be worth raising a case with Genesys Product Support to get a definitive answer on why these specific interactions appear to have the queues out of order compared to the timestamps. 

Bump

This is a callback. Here is the same screenshot with mediaType and purpose. Below is also my SQL logic for determining queue flow:

SELECT 
    conversationId   

, STRING_AGG(TRIM(queueName), '; ') WITHIN GROUP (ORDER BY segmentStart) AS queue_flow
FROM (
    SELECT 
        conversationId
        , conversationStart
        , COALESCE(queueName, queueId) AS queueName
        , segmentStart
    FROM (
        SELECT
            conversationId,
            conversationStart AT TIME ZONE 'Eastern Standard Time' AS conversationStart,
            queueId,
            segmentStart,
            ROW_NUMBER() OVER (PARTITION BY queueId, conversationId ORDER BY segmentStart) AS rn
        FROM dbo.fact_genesys_conversations_sessions
        CROSS APPLY OPENJSON(segments) 
        WITH (
            segmentStart DATETIMEOFFSET(3) '$.segmentStart',
            segmentType VARCHAR(13) '$.segmentType',
            queueId VARCHAR(37) '$.queueId'
            ) AS s
        WHERE (purpose = 'acd' OR (purpose = 'agent' AND segmentType = 'contacting')) AND queueId IS NOT NULL
    ) a
    LEFT JOIN (SELECT id, [name] AS queueName FROM dbo.dim_genesys_queues) qs
    ON a.queueId = qs.id
    WHERE rn = 1
) b
GROUP BY conversationId

Is this example an inbound/outbound call? Are they all segments with the purpose ACD?

Hello Sam, thanks for responding. I do have a ticket open with Customer Care for this issue. I understand it's likely not a bug per-se, I'm just trying to replicate what my customer sees in Genesys Cloud so my reports with Conversation Details API data will match exactly.

Here's an example:

By taking the earliest segment start, it should be C -> E -> H -> A. Genesys Cloud shows it as C -> A -> E -> H. Let me know if any other information or other examples would be useful.

Hi William, sorry for missing this.

I believe the queues are in the order in which the segments started minus any duplicates. e.g. if the interaction went A->B->C->B it would show A,B,C in the queue column. If you have examples, it would certainly be worth double checking the timings that the segments started.

If you have examples that show segments in a different order to the timestamps, it would probably need to be investigated by Genesys Customer Care to confirm what caused the queues to be in a different order.

From what I can tell, a great deal of the outliers were made on behalf of the queue. I was able to fully resolve this by adding in queues where purpose = 'agent' and segmentType = 'contacting'. 

My remaining outliers (a very small fraction of a %) show the Genesys queue out-of-order from the segmentStart times. I.e., the segments data suggests A->B->C, but the Queue column shows A->C->B. 

Hi Bill, how many of those were calls made on behalf of queue?  Those will show purpose of agent instead of ACD but the queue will still appear in the queues column in interactions view.

Hello Sam,

Thanks for your response. I've found instances in our Genesys system where there is no participant with purpose ACD, but there is a queue for it in the Interactions table. Are there any additional exceptions for inbound/outbound or anything else relating to voice and callback media types?

Thanks,

Bill

Hi William,

The queues are pulled from the Participants with purpose ACD, but it does not duplicate queues. e.g. If a call goes from Queue A to Queue B and the is transferred back to Queue A, it will shows as Queue A, Queue B in the column, not Queue A, Queue B, Queue A.

I am trying to replicate the order of queues an interaction goes through as it's displayed in the Queue column in the Interactions table. I have a database with data from the Conversation Details API that I'm trying to use to achieve this, but through a lot of trial and error, I'm not able to exactly replicate this. I'm often getting duplicate queues, missing some queues altogether, or showing a return to an earlier queue when the Queue column does not. I've tried filtering out by different combinations of participant purpose and segment type, and unique sessionId and participantId. 

How is the Queue column determined in the context of Conversation Details data so I can match exactly what the Interactions table has?

Bump

Bump

Bump

Bump

Bump

In the timeline view it's C -> E -> H -> A, the same as my calculated version of the Queue column. Oddly enough, the Queue column for this interaction was C -> A -> E -> H, but when I examine this interaction's details page, now Queue says C -> E -> H -> A. Unfortunately, the Queue column on the Interactions page is what my reports are being QA'd against.

If you look in the Interactions Timeline view, which order are they shown there?

Bump

Bump

Bump

Hello Sam,

Sorry if I'm misunderstanding but isn't this post already in the Developer Community? 

If this is expected behavior then I would need as detailed an explanation as possible that I can water down and relay to my customer who wants this to match exactly. I would much prefer to know what workarounds or conditions I need to account for that can get my queue orders to match 100% of the time.

Thanks,

Bill

Hi William, 

I will move this to the Genesys Cloud Developer Community then and see if they can confirm the expected behavior or if it is possible to match the order in the view

Yes, that's the API my data is coming from. The column names and everything are the same as what I receive back from the API. 

I've had a Customer Care ticket open for about 2 months - they don't believe this is in their scope because it's not a bug per-se, and pointed me towards the Developer Community for help.

Basically what the SQL is doing is it starts by taking all the segment records and filters down to just those that have queueIds. This is filtered down again to segment records where the parent session record has a purpose of 'ACD', or  (purpose = 'agent' and segment type = 'contacting'). These records are sorted by segment start timestamp and I'm taking the first instance of each queue as it appears for the conversation, then matching back to the actual queue name and joining with semi-colons. It's extremely close to the Genesys Cloud Interactions queue column, it's inaccurate about 1.3% of the time from my calculations. The remaining discrepancies are in the types of records like I've described in this thread where the queues are appearing out-of-order in the Interactions table.

Thanks,
Bill

Sorry again for not seeing this sooner, I am not so good with SQL logic, but looks like it is pulling in the order of the document.  Can you confirm you are using: /api/v2/analytics/conversations/details?

It may be worth raising a case with Genesys Product Support to get a definitive answer on why these specific interactions appear to have the queues out of order compared to the timestamps. 

Bump

This is a callback. Here is the same screenshot with mediaType and purpose. Below is also my SQL logic for determining queue flow:

SELECT 
    conversationId   

, STRING_AGG(TRIM(queueName), '; ') WITHIN GROUP (ORDER BY segmentStart) AS queue_flow
FROM (
    SELECT 
        conversationId
        , conversationStart
        , COALESCE(queueName, queueId) AS queueName
        , segmentStart
    FROM (
        SELECT
            conversationId,
            conversationStart AT TIME ZONE 'Eastern Standard Time' AS conversationStart,
            queueId,
            segmentStart,
            ROW_NUMBER() OVER (PARTITION BY queueId, conversationId ORDER BY segmentStart) AS rn
        FROM dbo.fact_genesys_conversations_sessions
        CROSS APPLY OPENJSON(segments) 
        WITH (
            segmentStart DATETIMEOFFSET(3) '$.segmentStart',
            segmentType VARCHAR(13) '$.segmentType',
            queueId VARCHAR(37) '$.queueId'
            ) AS s
        WHERE (purpose = 'acd' OR (purpose = 'agent' AND segmentType = 'contacting')) AND queueId IS NOT NULL
    ) a
    LEFT JOIN (SELECT id, [name] AS queueName FROM dbo.dim_genesys_queues) qs
    ON a.queueId = qs.id
    WHERE rn = 1
) b
GROUP BY conversationId

Is this example an inbound/outbound call? Are they all segments with the purpose ACD?

Hello Sam, thanks for responding. I do have a ticket open with Customer Care for this issue. I understand it's likely not a bug per-se, I'm just trying to replicate what my customer sees in Genesys Cloud so my reports with Conversation Details API data will match exactly.

Here's an example:

By taking the earliest segment start, it should be C -> E -> H -> A. Genesys Cloud shows it as C -> A -> E -> H. Let me know if any other information or other examples would be useful.

Hi William, sorry for missing this.

I believe the queues are in the order in which the segments started minus any duplicates. e.g. if the interaction went A->B->C->B it would show A,B,C in the queue column. If you have examples, it would certainly be worth double checking the timings that the segments started.

If you have examples that show segments in a different order to the timestamps, it would probably need to be investigated by Genesys Customer Care to confirm what caused the queues to be in a different order.

From what I can tell, a great deal of the outliers were made on behalf of the queue. I was able to fully resolve this by adding in queues where purpose = 'agent' and segmentType = 'contacting'. 

My remaining outliers (a very small fraction of a %) show the Genesys queue out-of-order from the segmentStart times. I.e., the segments data suggests A->B->C, but the Queue column shows A->C->B. 

Hi Bill, how many of those were calls made on behalf of queue?  Those will show purpose of agent instead of ACD but the queue will still appear in the queues column in interactions view.

Hello Sam,

Thanks for your response. I've found instances in our Genesys system where there is no participant with purpose ACD, but there is a queue for it in the Interactions table. Are there any additional exceptions for inbound/outbound or anything else relating to voice and callback media types?

Thanks,

Bill

Hi William,

The queues are pulled from the Participants with purpose ACD, but it does not duplicate queues. e.g. If a call goes from Queue A to Queue B and the is transferred back to Queue A, it will shows as Queue A, Queue B in the column, not Queue A, Queue B, Queue A.

I am trying to replicate the order of queues an interaction goes through as it's displayed in the Queue column in the Interactions table. I have a database with data from the Conversation Details API that I'm trying to use to achieve this, but through a lot of trial and error, I'm not able to exactly replicate this. I'm often getting duplicate queues, missing some queues altogether, or showing a return to an earlier queue when the Queue column does not. I've tried filtering out by different combinations of participant purpose and segment type, and unique sessionId and participantId. 

How is the Queue column determined in the context of Conversation Details data so I can match exactly what the Interactions table has?

Bump

Bump

Bump

Bump

Bump

Bump

In the timeline view it's C -> E -> H -> A, the same as my calculated version of the Queue column. Oddly enough, the Queue column for this interaction was C -> A -> E -> H, but when I examine this interaction's details page, now Queue says C -> E -> H -> A. Unfortunately, the Queue column on the Interactions page is what my reports are being QA'd against.

If you look in the Interactions Timeline view, which order are they shown there?

Bump

Bump

Bump

Hello Sam,

Sorry if I'm misunderstanding but isn't this post already in the Developer Community? 

If this is expected behavior then I would need as detailed an explanation as possible that I can water down and relay to my customer who wants this to match exactly. I would much prefer to know what workarounds or conditions I need to account for that can get my queue orders to match 100% of the time.

Thanks,

Bill

Hi William, 

I will move this to the Genesys Cloud Developer Community then and see if they can confirm the expected behavior or if it is possible to match the order in the view

Yes, that's the API my data is coming from. The column names and everything are the same as what I receive back from the API. 

I've had a Customer Care ticket open for about 2 months - they don't believe this is in their scope because it's not a bug per-se, and pointed me towards the Developer Community for help.

Basically what the SQL is doing is it starts by taking all the segment records and filters down to just those that have queueIds. This is filtered down again to segment records where the parent session record has a purpose of 'ACD', or  (purpose = 'agent' and segment type = 'contacting'). These records are sorted by segment start timestamp and I'm taking the first instance of each queue as it appears for the conversation, then matching back to the actual queue name and joining with semi-colons. It's extremely close to the Genesys Cloud Interactions queue column, it's inaccurate about 1.3% of the time from my calculations. The remaining discrepancies are in the types of records like I've described in this thread where the queues are appearing out-of-order in the Interactions table.

Thanks,
Bill

Sorry again for not seeing this sooner, I am not so good with SQL logic, but looks like it is pulling in the order of the document.  Can you confirm you are using: /api/v2/analytics/conversations/details?

It may be worth raising a case with Genesys Product Support to get a definitive answer on why these specific interactions appear to have the queues out of order compared to the timestamps. 

Bump

This is a callback. Here is the same screenshot with mediaType and purpose. Below is also my SQL logic for determining queue flow:

SELECT 
    conversationId   

, STRING_AGG(TRIM(queueName), '; ') WITHIN GROUP (ORDER BY segmentStart) AS queue_flow
FROM (
    SELECT 
        conversationId
        , conversationStart
        , COALESCE(queueName, queueId) AS queueName
        , segmentStart
    FROM (
        SELECT
            conversationId,
            conversationStart AT TIME ZONE 'Eastern Standard Time' AS conversationStart,
            queueId,
            segmentStart,
            ROW_NUMBER() OVER (PARTITION BY queueId, conversationId ORDER BY segmentStart) AS rn
        FROM dbo.fact_genesys_conversations_sessions
        CROSS APPLY OPENJSON(segments) 
        WITH (
            segmentStart DATETIMEOFFSET(3) '$.segmentStart',
            segmentType VARCHAR(13) '$.segmentType',
            queueId VARCHAR(37) '$.queueId'
            ) AS s
        WHERE (purpose = 'acd' OR (purpose = 'agent' AND segmentType = 'contacting')) AND queueId IS NOT NULL
    ) a
    LEFT JOIN (SELECT id, [name] AS queueName FROM dbo.dim_genesys_queues) qs
    ON a.queueId = qs.id
    WHERE rn = 1
) b
GROUP BY conversationId

Is this example an inbound/outbound call? Are they all segments with the purpose ACD?

Hello Sam, thanks for responding. I do have a ticket open with Customer Care for this issue. I understand it's likely not a bug per-se, I'm just trying to replicate what my customer sees in Genesys Cloud so my reports with Conversation Details API data will match exactly.

Here's an example:

By taking the earliest segment start, it should be C -> E -> H -> A. Genesys Cloud shows it as C -> A -> E -> H. Let me know if any other information or other examples would be useful.

Hi William, sorry for missing this.

I believe the queues are in the order in which the segments started minus any duplicates. e.g. if the interaction went A->B->C->B it would show A,B,C in the queue column. If you have examples, it would certainly be worth double checking the timings that the segments started.

If you have examples that show segments in a different order to the timestamps, it would probably need to be investigated by Genesys Customer Care to confirm what caused the queues to be in a different order.

From what I can tell, a great deal of the outliers were made on behalf of the queue. I was able to fully resolve this by adding in queues where purpose = 'agent' and segmentType = 'contacting'. 

My remaining outliers (a very small fraction of a %) show the Genesys queue out-of-order from the segmentStart times. I.e., the segments data suggests A->B->C, but the Queue column shows A->C->B. 

Hi Bill, how many of those were calls made on behalf of queue?  Those will show purpose of agent instead of ACD but the queue will still appear in the queues column in interactions view.

Hello Sam,

Thanks for your response. I've found instances in our Genesys system where there is no participant with purpose ACD, but there is a queue for it in the Interactions table. Are there any additional exceptions for inbound/outbound or anything else relating to voice and callback media types?

Thanks,

Bill

Hi William,

The queues are pulled from the Participants with purpose ACD, but it does not duplicate queues. e.g. If a call goes from Queue A to Queue B and the is transferred back to Queue A, it will shows as Queue A, Queue B in the column, not Queue A, Queue B, Queue A.

I am trying to replicate the order of queues an interaction goes through as it's displayed in the Queue column in the Interactions table. I have a database with data from the Conversation Details API that I'm trying to use to achieve this, but through a lot of trial and error, I'm not able to exactly replicate this. I'm often getting duplicate queues, missing some queues altogether, or showing a return to an earlier queue when the Queue column does not. I've tried filtering out by different combinations of participant purpose and segment type, and unique sessionId and participantId. 

How is the Queue column determined in the context of Conversation Details data so I can match exactly what the Interactions table has?

Bump

Bump

Bump

Bump

Bump

Bump

Bump

In the timeline view it's C -> E -> H -> A, the same as my calculated version of the Queue column. Oddly enough, the Queue column for this interaction was C -> A -> E -> H, but when I examine this interaction's details page, now Queue says C -> E -> H -> A. Unfortunately, the Queue column on the Interactions page is what my reports are being QA'd against.

If you look in the Interactions Timeline view, which order are they shown there?

Bump

Bump

Bump

Hello Sam,

Sorry if I'm misunderstanding but isn't this post already in the Developer Community? 

If this is expected behavior then I would need as detailed an explanation as possible that I can water down and relay to my customer who wants this to match exactly. I would much prefer to know what workarounds or conditions I need to account for that can get my queue orders to match 100% of the time.

Thanks,

Bill

Hi William, 

I will move this to the Genesys Cloud Developer Community then and see if they can confirm the expected behavior or if it is possible to match the order in the view

Yes, that's the API my data is coming from. The column names and everything are the same as what I receive back from the API. 

I've had a Customer Care ticket open for about 2 months - they don't believe this is in their scope because it's not a bug per-se, and pointed me towards the Developer Community for help.

Basically what the SQL is doing is it starts by taking all the segment records and filters down to just those that have queueIds. This is filtered down again to segment records where the parent session record has a purpose of 'ACD', or  (purpose = 'agent' and segment type = 'contacting'). These records are sorted by segment start timestamp and I'm taking the first instance of each queue as it appears for the conversation, then matching back to the actual queue name and joining with semi-colons. It's extremely close to the Genesys Cloud Interactions queue column, it's inaccurate about 1.3% of the time from my calculations. The remaining discrepancies are in the types of records like I've described in this thread where the queues are appearing out-of-order in the Interactions table.

Thanks,
Bill

Sorry again for not seeing this sooner, I am not so good with SQL logic, but looks like it is pulling in the order of the document.  Can you confirm you are using: /api/v2/analytics/conversations/details?

It may be worth raising a case with Genesys Product Support to get a definitive answer on why these specific interactions appear to have the queues out of order compared to the timestamps. 

Bump

This is a callback. Here is the same screenshot with mediaType and purpose. Below is also my SQL logic for determining queue flow:

SELECT 
    conversationId   

, STRING_AGG(TRIM(queueName), '; ') WITHIN GROUP (ORDER BY segmentStart) AS queue_flow
FROM (
    SELECT 
        conversationId
        , conversationStart
        , COALESCE(queueName, queueId) AS queueName
        , segmentStart
    FROM (
        SELECT
            conversationId,
            conversationStart AT TIME ZONE 'Eastern Standard Time' AS conversationStart,
            queueId,
            segmentStart,
            ROW_NUMBER() OVER (PARTITION BY queueId, conversationId ORDER BY segmentStart) AS rn
        FROM dbo.fact_genesys_conversations_sessions
        CROSS APPLY OPENJSON(segments) 
        WITH (
            segmentStart DATETIMEOFFSET(3) '$.segmentStart',
            segmentType VARCHAR(13) '$.segmentType',
            queueId VARCHAR(37) '$.queueId'
            ) AS s
        WHERE (purpose = 'acd' OR (purpose = 'agent' AND segmentType = 'contacting')) AND queueId IS NOT NULL
    ) a
    LEFT JOIN (SELECT id, [name] AS queueName FROM dbo.dim_genesys_queues) qs
    ON a.queueId = qs.id
    WHERE rn = 1
) b
GROUP BY conversationId

Is this example an inbound/outbound call? Are they all segments with the purpose ACD?

Hello Sam, thanks for responding. I do have a ticket open with Customer Care for this issue. I understand it's likely not a bug per-se, I'm just trying to replicate what my customer sees in Genesys Cloud so my reports with Conversation Details API data will match exactly.

Here's an example:

By taking the earliest segment start, it should be C -> E -> H -> A. Genesys Cloud shows it as C -> A -> E -> H. Let me know if any other information or other examples would be useful.

Hi William, sorry for missing this.

I believe the queues are in the order in which the segments started minus any duplicates. e.g. if the interaction went A->B->C->B it would show A,B,C in the queue column. If you have examples, it would certainly be worth double checking the timings that the segments started.

If you have examples that show segments in a different order to the timestamps, it would probably need to be investigated by Genesys Customer Care to confirm what caused the queues to be in a different order.

From what I can tell, a great deal of the outliers were made on behalf of the queue. I was able to fully resolve this by adding in queues where purpose = 'agent' and segmentType = 'contacting'. 

My remaining outliers (a very small fraction of a %) show the Genesys queue out-of-order from the segmentStart times. I.e., the segments data suggests A->B->C, but the Queue column shows A->C->B. 

Hi Bill, how many of those were calls made on behalf of queue?  Those will show purpose of agent instead of ACD but the queue will still appear in the queues column in interactions view.

Hello Sam,

Thanks for your response. I've found instances in our Genesys system where there is no participant with purpose ACD, but there is a queue for it in the Interactions table. Are there any additional exceptions for inbound/outbound or anything else relating to voice and callback media types?

Thanks,

Bill

Hi William,

The queues are pulled from the Participants with purpose ACD, but it does not duplicate queues. e.g. If a call goes from Queue A to Queue B and the is transferred back to Queue A, it will shows as Queue A, Queue B in the column, not Queue A, Queue B, Queue A.

I am trying to replicate the order of queues an interaction goes through as it's displayed in the Queue column in the Interactions table. I have a database with data from the Conversation Details API that I'm trying to use to achieve this, but through a lot of trial and error, I'm not able to exactly replicate this. I'm often getting duplicate queues, missing some queues altogether, or showing a return to an earlier queue when the Queue column does not. I've tried filtering out by different combinations of participant purpose and segment type, and unique sessionId and participantId. 

How is the Queue column determined in the context of Conversation Details data so I can match exactly what the Interactions table has?

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In the timeline view it's C -> E -> H -> A, the same as my calculated version of the Queue column. Oddly enough, the Queue column for this interaction was C -> A -> E -> H, but when I examine this interaction's details page, now Queue says C -> E -> H -> A. Unfortunately, the Queue column on the Interactions page is what my reports are being QA'd against.

If you look in the Interactions Timeline view, which order are they shown there?

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Hello Sam,

Sorry if I'm misunderstanding but isn't this post already in the Developer Community? 

If this is expected behavior then I would need as detailed an explanation as possible that I can water down and relay to my customer who wants this to match exactly. I would much prefer to know what workarounds or conditions I need to account for that can get my queue orders to match 100% of the time.

Thanks,

Bill

Hi William, 

I will move this to the Genesys Cloud Developer Community then and see if they can confirm the expected behavior or if it is possible to match the order in the view

Yes, that's the API my data is coming from. The column names and everything are the same as what I receive back from the API. 

I've had a Customer Care ticket open for about 2 months - they don't believe this is in their scope because it's not a bug per-se, and pointed me towards the Developer Community for help.

Basically what the SQL is doing is it starts by taking all the segment records and filters down to just those that have queueIds. This is filtered down again to segment records where the parent session record has a purpose of 'ACD', or  (purpose = 'agent' and segment type = 'contacting'). These records are sorted by segment start timestamp and I'm taking the first instance of each queue as it appears for the conversation, then matching back to the actual queue name and joining with semi-colons. It's extremely close to the Genesys Cloud Interactions queue column, it's inaccurate about 1.3% of the time from my calculations. The remaining discrepancies are in the types of records like I've described in this thread where the queues are appearing out-of-order in the Interactions table.

Thanks,
Bill

Sorry again for not seeing this sooner, I am not so good with SQL logic, but looks like it is pulling in the order of the document.  Can you confirm you are using: /api/v2/analytics/conversations/details?

It may be worth raising a case with Genesys Product Support to get a definitive answer on why these specific interactions appear to have the queues out of order compared to the timestamps. 

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This is a callback. Here is the same screenshot with mediaType and purpose. Below is also my SQL logic for determining queue flow:

SELECT 
    conversationId   

, STRING_AGG(TRIM(queueName), '; ') WITHIN GROUP (ORDER BY segmentStart) AS queue_flow
FROM (
    SELECT 
        conversationId
        , conversationStart
        , COALESCE(queueName, queueId) AS queueName
        , segmentStart
    FROM (
        SELECT
            conversationId,
            conversationStart AT TIME ZONE 'Eastern Standard Time' AS conversationStart,
            queueId,
            segmentStart,
            ROW_NUMBER() OVER (PARTITION BY queueId, conversationId ORDER BY segmentStart) AS rn
        FROM dbo.fact_genesys_conversations_sessions
        CROSS APPLY OPENJSON(segments) 
        WITH (
            segmentStart DATETIMEOFFSET(3) '$.segmentStart',
            segmentType VARCHAR(13) '$.segmentType',
            queueId VARCHAR(37) '$.queueId'
            ) AS s
        WHERE (purpose = 'acd' OR (purpose = 'agent' AND segmentType = 'contacting')) AND queueId IS NOT NULL
    ) a
    LEFT JOIN (SELECT id, [name] AS queueName FROM dbo.dim_genesys_queues) qs
    ON a.queueId = qs.id
    WHERE rn = 1
) b
GROUP BY conversationId

Is this example an inbound/outbound call? Are they all segments with the purpose ACD?

Hello Sam, thanks for responding. I do have a ticket open with Customer Care for this issue. I understand it's likely not a bug per-se, I'm just trying to replicate what my customer sees in Genesys Cloud so my reports with Conversation Details API data will match exactly.

Here's an example:

By taking the earliest segment start, it should be C -> E -> H -> A. Genesys Cloud shows it as C -> A -> E -> H. Let me know if any other information or other examples would be useful.

Hi William, sorry for missing this.

I believe the queues are in the order in which the segments started minus any duplicates. e.g. if the interaction went A->B->C->B it would show A,B,C in the queue column. If you have examples, it would certainly be worth double checking the timings that the segments started.

If you have examples that show segments in a different order to the timestamps, it would probably need to be investigated by Genesys Customer Care to confirm what caused the queues to be in a different order.

From what I can tell, a great deal of the outliers were made on behalf of the queue. I was able to fully resolve this by adding in queues where purpose = 'agent' and segmentType = 'contacting'. 

My remaining outliers (a very small fraction of a %) show the Genesys queue out-of-order from the segmentStart times. I.e., the segments data suggests A->B->C, but the Queue column shows A->C->B. 

Hi Bill, how many of those were calls made on behalf of queue?  Those will show purpose of agent instead of ACD but the queue will still appear in the queues column in interactions view.

Hello Sam,

Thanks for your response. I've found instances in our Genesys system where there is no participant with purpose ACD, but there is a queue for it in the Interactions table. Are there any additional exceptions for inbound/outbound or anything else relating to voice and callback media types?

Thanks,

Bill

Hi William,

The queues are pulled from the Participants with purpose ACD, but it does not duplicate queues. e.g. If a call goes from Queue A to Queue B and the is transferred back to Queue A, it will shows as Queue A, Queue B in the column, not Queue A, Queue B, Queue A.

I am trying to replicate the order of queues an interaction goes through as it's displayed in the Queue column in the Interactions table. I have a database with data from the Conversation Details API that I'm trying to use to achieve this, but through a lot of trial and error, I'm not able to exactly replicate this. I'm often getting duplicate queues, missing some queues altogether, or showing a return to an earlier queue when the Queue column does not. I've tried filtering out by different combinations of participant purpose and segment type, and unique sessionId and participantId. 

How is the Queue column determined in the context of Conversation Details data so I can match exactly what the Interactions table has?