I have several messaging channels configured - web messaging, whatsapp and facebook.
Bots triage the messages and put the interactions into different queues accordingly from where they are answered by the Agents.
Sometimes, Agents transfer the interactions between different queues.

When I look at the Interaction Timeline for such an interaction, it does not show a line for any of the queues we use (unlike, say, Voice calls) rather all "queue" time is lumped into one "ACD" line which appears to be the name of the Platform (for Social) or the Web Messaging Deployment. Even if the interaction is transferred, no 2nd line appears in the timeline (unlike Voice).

E.g. 

Why aren't the queue(s) displayed?

I thought I was going nuts and it was just me but I was sure it used to have the queues in the timeline there for web messaging.  I questioned myself on it about a month or two back then convinced myself I was dreaming the whole thing :)

I have several messaging channels configured - web messaging, whatsapp and facebook.
Bots triage the messages and put the interactions into different queues accordingly from where they are answered by the Agents.
Sometimes, Agents transfer the interactions between different queues.

When I look at the Interaction Timeline for such an interaction, it does not show a line for any of the queues we use (unlike, say, Voice calls) rather all "queue" time is lumped into one "ACD" line which appears to be the name of the Platform (for Social) or the Web Messaging Deployment. Even if the interaction is transferred, no 2nd line appears in the timeline (unlike Voice).

E.g. 

Why aren't the queue(s) displayed?

Ok. If I go back to some messaging interactions a few months ago, it has ACD lines with the Queue names (suffixed with Queue)...... I think a support ticket is coming....

I thought I was going nuts and it was just me but I was sure it used to have the queues in the timeline there for web messaging.  I questioned myself on it about a month or two back then convinced myself I was dreaming the whole thing :)

I have several messaging channels configured - web messaging, whatsapp and facebook.
Bots triage the messages and put the interactions into different queues accordingly from where they are answered by the Agents.
Sometimes, Agents transfer the interactions between different queues.

When I look at the Interaction Timeline for such an interaction, it does not show a line for any of the queues we use (unlike, say, Voice calls) rather all "queue" time is lumped into one "ACD" line which appears to be the name of the Platform (for Social) or the Web Messaging Deployment. Even if the interaction is transferred, no 2nd line appears in the timeline (unlike Voice).

E.g. 

Why aren't the queue(s) displayed?

Thanks for confirming my sanity Angus :)

Ok. If I go back to some messaging interactions a few months ago, it has ACD lines with the Queue names (suffixed with Queue)...... I think a support ticket is coming....

I thought I was going nuts and it was just me but I was sure it used to have the queues in the timeline there for web messaging.  I questioned myself on it about a month or two back then convinced myself I was dreaming the whole thing :)

I have several messaging channels configured - web messaging, whatsapp and facebook.
Bots triage the messages and put the interactions into different queues accordingly from where they are answered by the Agents.
Sometimes, Agents transfer the interactions between different queues.

When I look at the Interaction Timeline for such an interaction, it does not show a line for any of the queues we use (unlike, say, Voice calls) rather all "queue" time is lumped into one "ACD" line which appears to be the name of the Platform (for Social) or the Web Messaging Deployment. Even if the interaction is transferred, no 2nd line appears in the timeline (unlike Voice).

E.g. 

Why aren't the queue(s) displayed?

Support ticket raised and, to put it politely, a very disappointing response.

"this is now expected behavior due to a change that was made for troubleshooting issues with these integrated Apps"

When I have pointed out that Timeline is a reporting not a troubleshooting tool, the response was "The good news is that if the customer wishes for the Agent to see the Queue name of an active interaction, they will need to use the Set Participant Data action in their Flow to write the queue name to an attribute, and then present this attribute within a Script / Set Screen Pop."

Timeline is useful for showing all the interaction participants, when they were involved and for how long. By knee-capping it for troubleshooting, we've lost that info. 

If there is a troubleshooting issue, use Participant data for that!

Thanks for confirming my sanity Angus :)

Ok. If I go back to some messaging interactions a few months ago, it has ACD lines with the Queue names (suffixed with Queue)...... I think a support ticket is coming....

I thought I was going nuts and it was just me but I was sure it used to have the queues in the timeline there for web messaging.  I questioned myself on it about a month or two back then convinced myself I was dreaming the whole thing :)

I have several messaging channels configured - web messaging, whatsapp and facebook.
Bots triage the messages and put the interactions into different queues accordingly from where they are answered by the Agents.
Sometimes, Agents transfer the interactions between different queues.

When I look at the Interaction Timeline for such an interaction, it does not show a line for any of the queues we use (unlike, say, Voice calls) rather all "queue" time is lumped into one "ACD" line which appears to be the name of the Platform (for Social) or the Web Messaging Deployment. Even if the interaction is transferred, no 2nd line appears in the timeline (unlike Voice).

E.g. 

Why aren't the queue(s) displayed?

Support ticket raised and, to put it politely, a very disappointing response.

"this is now expected behavior due to a change that was made for troubleshooting issues with these integrated Apps"

When I have pointed out that Timeline is a reporting not a troubleshooting tool, the response was "The good news is that if the customer wishes for the Agent to see the Queue name of an active interaction, they will need to use the Set Participant Data action in their Flow to write the queue name to an attribute, and then present this attribute within a Script / Set Screen Pop."

Timeline is useful for showing all the interaction participants, when they were involved and for how long. By knee-capping it for troubleshooting, we've lost that info. 

If there is a troubleshooting issue, use Participant data for that!

Thanks for confirming my sanity Angus :)

Ok. If I go back to some messaging interactions a few months ago, it has ACD lines with the Queue names (suffixed with Queue)...... I think a support ticket is coming....

I thought I was going nuts and it was just me but I was sure it used to have the queues in the timeline there for web messaging.  I questioned myself on it about a month or two back then convinced myself I was dreaming the whole thing :)

I have several messaging channels configured - web messaging, whatsapp and facebook.
Bots triage the messages and put the interactions into different queues accordingly from where they are answered by the Agents.
Sometimes, Agents transfer the interactions between different queues.

When I look at the Interaction Timeline for such an interaction, it does not show a line for any of the queues we use (unlike, say, Voice calls) rather all "queue" time is lumped into one "ACD" line which appears to be the name of the Platform (for Social) or the Web Messaging Deployment. Even if the interaction is transferred, no 2nd line appears in the timeline (unlike Voice).

E.g. 

Why aren't the queue(s) displayed?

Omg…

this is a big regression…

Support ticket raised and, to put it politely, a very disappointing response.

"this is now expected behavior due to a change that was made for troubleshooting issues with these integrated Apps"

When I have pointed out that Timeline is a reporting not a troubleshooting tool, the response was "The good news is that if the customer wishes for the Agent to see the Queue name of an active interaction, they will need to use the Set Participant Data action in their Flow to write the queue name to an attribute, and then present this attribute within a Script / Set Screen Pop."

Timeline is useful for showing all the interaction participants, when they were involved and for how long. By knee-capping it for troubleshooting, we've lost that info. 

If there is a troubleshooting issue, use Participant data for that!

Thanks for confirming my sanity Angus :)

Ok. If I go back to some messaging interactions a few months ago, it has ACD lines with the Queue names (suffixed with Queue)...... I think a support ticket is coming....

I thought I was going nuts and it was just me but I was sure it used to have the queues in the timeline there for web messaging.  I questioned myself on it about a month or two back then convinced myself I was dreaming the whole thing :)

I have several messaging channels configured - web messaging, whatsapp and facebook.
Bots triage the messages and put the interactions into different queues accordingly from where they are answered by the Agents.
Sometimes, Agents transfer the interactions between different queues.

When I look at the Interaction Timeline for such an interaction, it does not show a line for any of the queues we use (unlike, say, Voice calls) rather all "queue" time is lumped into one "ACD" line which appears to be the name of the Platform (for Social) or the Web Messaging Deployment. Even if the interaction is transferred, no 2nd line appears in the timeline (unlike Voice).

E.g. 

Why aren't the queue(s) displayed?

You might be lucky. Some people say it doesn't affect their Org......
Am waiting some further details on this undocumented, new, improved, expected behavior.

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 10-04-2023 01:07
From: Enrico Preite
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Omg…

this is a big regression…

------------------------------
EnricoPreite
Vodafone Omnitel NV

Original Message:
Sent: 09-28-2023 18:50
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Original Message:
Sent: 9/28/2023 6:29:00 PM
From: Angus Huckle
Subject: RE: Interaction Timeline - Messaging interactions not showing Queues in timeline

Support ticket raised and, to put it politely, a very disappointing response.

"this is now expected behavior due to a change that was made for troubleshooting issues with these integrated Apps"

When I have pointed out that Timeline is a reporting not a troubleshooting tool, the response was "The good news is that if the customer wishes for the Agent to see the Queue name of an active interaction, they will need to use the Set Participant Data action in their Flow to write the queue name to an attribute, and then present this attribute within a Script / Set Screen Pop."

Timeline is useful for showing all the interaction participants, when they were involved and for how long. By knee-capping it for troubleshooting, we've lost that info. 

If there is a troubleshooting issue, use Participant data for that!

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 09-26-2023 20:53
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Thanks for confirming my sanity Angus :)

------------------------------
Vaun McCarthy

Original Message:
Sent: 09-26-2023 20:21
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Ok. If I go back to some messaging interactions a few months ago, it has ACD lines with the Queue names (suffixed with Queue)...... I think a support ticket is coming....

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 09-26-2023 19:40
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

I thought I was going nuts and it was just me but I was sure it used to have the queues in the timeline there for web messaging.  I questioned myself on it about a month or two back then convinced myself I was dreaming the whole thing :)

------------------------------
Vaun McCarthy

Original Message:
Sent: 09-26-2023 18:47
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

I have several messaging channels configured - web messaging, whatsapp and facebook.
Bots triage the messages and put the interactions into different queues accordingly from where they are answered by the Agents.
Sometimes, Agents transfer the interactions between different queues.

When I look at the Interaction Timeline for such an interaction, it does not show a line for any of the queues we use (unlike, say, Voice calls) rather all "queue" time is lumped into one "ACD" line which appears to be the name of the Platform (for Social) or the Web Messaging Deployment. Even if the interaction is transferred, no 2nd line appears in the timeline (unlike Voice).

E.g. 

Why aren't the queue(s) displayed?

#DigitalChannels
#Reporting/Analytics

------------------------------
Angus Huckle
Spark New Zealand Trading Limited
------------------------------

This issue is occurring since Wednesday Sept-6th in in region EC1 as well. It affects web messaging interactions as well and is affecting multiple orgs, as I could verify.

I have a case opened with care since almost one month. They stated that development confirmed the issue but there is no plan yet for a correction, so that  I am about to initiate the case escalation.

Actually not only the name of the queue of an ACD segment is wrongly displayed in the timeline but also the workflow segments (inbound message flows or inqueue message flows). For both segment types the name of the message deployment is shown instead.

In my pov this is clearly a bug and needs to be fixed. It kills the purpose of the interation timeline.
It prevents one to track the interaction flow and makes debugging of complex routing flows with several transfers much more difficult or impossible, as  different instances in the timeline are displayed with the same label. No way to easily visualize where  the intraction really went through.

------------------------------
Marcelo Heil França
InfinIT.cx GmbH

Original Message:
Sent: 10-04-2023 02:24
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

You might be lucky. Some people say it doesn't affect their Org......
Am waiting some further details on this undocumented, new, improved, expected behavior.

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 10-04-2023 01:07
From: Enrico Preite
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Omg…

this is a big regression…

------------------------------
EnricoPreite
Vodafone Omnitel NV

Original Message:
Sent: 09-28-2023 18:50
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Original Message:
Sent: 9/28/2023 6:29:00 PM
From: Angus Huckle
Subject: RE: Interaction Timeline - Messaging interactions not showing Queues in timeline

Support ticket raised and, to put it politely, a very disappointing response.

"this is now expected behavior due to a change that was made for troubleshooting issues with these integrated Apps"

When I have pointed out that Timeline is a reporting not a troubleshooting tool, the response was "The good news is that if the customer wishes for the Agent to see the Queue name of an active interaction, they will need to use the Set Participant Data action in their Flow to write the queue name to an attribute, and then present this attribute within a Script / Set Screen Pop."

Timeline is useful for showing all the interaction participants, when they were involved and for how long. By knee-capping it for troubleshooting, we've lost that info. 

If there is a troubleshooting issue, use Participant data for that!

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 09-26-2023 20:53
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Thanks for confirming my sanity Angus :)

------------------------------
Vaun McCarthy

Original Message:
Sent: 09-26-2023 20:21
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Ok. If I go back to some messaging interactions a few months ago, it has ACD lines with the Queue names (suffixed with Queue)...... I think a support ticket is coming....

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 09-26-2023 19:40
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

I thought I was going nuts and it was just me but I was sure it used to have the queues in the timeline there for web messaging.  I questioned myself on it about a month or two back then convinced myself I was dreaming the whole thing :)

------------------------------
Vaun McCarthy

Original Message:
Sent: 09-26-2023 18:47
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

I have several messaging channels configured - web messaging, whatsapp and facebook.
Bots triage the messages and put the interactions into different queues accordingly from where they are answered by the Agents.
Sometimes, Agents transfer the interactions between different queues.

When I look at the Interaction Timeline for such an interaction, it does not show a line for any of the queues we use (unlike, say, Voice calls) rather all "queue" time is lumped into one "ACD" line which appears to be the name of the Platform (for Social) or the Web Messaging Deployment. Even if the interaction is transferred, no 2nd line appears in the timeline (unlike Voice).

E.g. 

Why aren't the queue(s) displayed?

#DigitalChannels
#Reporting/Analytics

------------------------------
Angus Huckle
Spark New Zealand Trading Limited
------------------------------

"development confirmed the issue".... yet the response I received is "expected behavior".

Left hand not knowing what right hand is doing?

This issue is occurring since Wednesday Sept-6th in in region EC1 as well. It affects web messaging interactions as well and is affecting multiple orgs, as I could verify.

I have a case opened with care since almost one month. They stated that development confirmed the issue but there is no plan yet for a correction, so that  I am about to initiate the case escalation.

Actually not only the name of the queue of an ACD segment is wrongly displayed in the timeline but also the workflow segments (inbound message flows or inqueue message flows). For both segment types the name of the message deployment is shown instead.

In my pov this is clearly a bug and needs to be fixed. It kills the purpose of the interation timeline.
It prevents one to track the interaction flow and makes debugging of complex routing flows with several transfers much more difficult or impossible, as  different instances in the timeline are displayed with the same label. No way to easily visualize where  the intraction really went through.

------------------------------
Marcelo Heil França
InfinIT.cx GmbH

Original Message:
Sent: 10-04-2023 02:24
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

You might be lucky. Some people say it doesn't affect their Org......
Am waiting some further details on this undocumented, new, improved, expected behavior.

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 10-04-2023 01:07
From: Enrico Preite
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Omg…

this is a big regression…

------------------------------
EnricoPreite
Vodafone Omnitel NV

Original Message:
Sent: 09-28-2023 18:50
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Original Message:
Sent: 9/28/2023 6:29:00 PM
From: Angus Huckle
Subject: RE: Interaction Timeline - Messaging interactions not showing Queues in timeline

Support ticket raised and, to put it politely, a very disappointing response.

"this is now expected behavior due to a change that was made for troubleshooting issues with these integrated Apps"

When I have pointed out that Timeline is a reporting not a troubleshooting tool, the response was "The good news is that if the customer wishes for the Agent to see the Queue name of an active interaction, they will need to use the Set Participant Data action in their Flow to write the queue name to an attribute, and then present this attribute within a Script / Set Screen Pop."

Timeline is useful for showing all the interaction participants, when they were involved and for how long. By knee-capping it for troubleshooting, we've lost that info. 

If there is a troubleshooting issue, use Participant data for that!

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 09-26-2023 20:53
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Thanks for confirming my sanity Angus :)

------------------------------
Vaun McCarthy

Original Message:
Sent: 09-26-2023 20:21
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Ok. If I go back to some messaging interactions a few months ago, it has ACD lines with the Queue names (suffixed with Queue)...... I think a support ticket is coming....

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 09-26-2023 19:40
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

I thought I was going nuts and it was just me but I was sure it used to have the queues in the timeline there for web messaging.  I questioned myself on it about a month or two back then convinced myself I was dreaming the whole thing :)

------------------------------
Vaun McCarthy

Original Message:
Sent: 09-26-2023 18:47
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

I have several messaging channels configured - web messaging, whatsapp and facebook.
Bots triage the messages and put the interactions into different queues accordingly from where they are answered by the Agents.
Sometimes, Agents transfer the interactions between different queues.

When I look at the Interaction Timeline for such an interaction, it does not show a line for any of the queues we use (unlike, say, Voice calls) rather all "queue" time is lumped into one "ACD" line which appears to be the name of the Platform (for Social) or the Web Messaging Deployment. Even if the interaction is transferred, no 2nd line appears in the timeline (unlike Voice).

E.g. 

Why aren't the queue(s) displayed?

#DigitalChannels
#Reporting/Analytics

------------------------------
Angus Huckle
Spark New Zealand Trading Limited
------------------------------

"development confirmed the issue".... yet the response I received is "expected behavior".

Left hand not knowing what right hand is doing?

This issue is occurring since Wednesday Sept-6th in in region EC1 as well. It affects web messaging interactions as well and is affecting multiple orgs, as I could verify.

I have a case opened with care since almost one month. They stated that development confirmed the issue but there is no plan yet for a correction, so that  I am about to initiate the case escalation.

Actually not only the name of the queue of an ACD segment is wrongly displayed in the timeline but also the workflow segments (inbound message flows or inqueue message flows). For both segment types the name of the message deployment is shown instead.

In my pov this is clearly a bug and needs to be fixed. It kills the purpose of the interation timeline.
It prevents one to track the interaction flow and makes debugging of complex routing flows with several transfers much more difficult or impossible, as  different instances in the timeline are displayed with the same label. No way to easily visualize where  the intraction really went through.

------------------------------
Marcelo Heil França
InfinIT.cx GmbH

Original Message:
Sent: 10-04-2023 02:24
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

You might be lucky. Some people say it doesn't affect their Org......
Am waiting some further details on this undocumented, new, improved, expected behavior.

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 10-04-2023 01:07
From: Enrico Preite
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Omg…

this is a big regression…

------------------------------
EnricoPreite
Vodafone Omnitel NV

Original Message:
Sent: 09-28-2023 18:50
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Original Message:
Sent: 9/28/2023 6:29:00 PM
From: Angus Huckle
Subject: RE: Interaction Timeline - Messaging interactions not showing Queues in timeline

Support ticket raised and, to put it politely, a very disappointing response.

"this is now expected behavior due to a change that was made for troubleshooting issues with these integrated Apps"

When I have pointed out that Timeline is a reporting not a troubleshooting tool, the response was "The good news is that if the customer wishes for the Agent to see the Queue name of an active interaction, they will need to use the Set Participant Data action in their Flow to write the queue name to an attribute, and then present this attribute within a Script / Set Screen Pop."

Timeline is useful for showing all the interaction participants, when they were involved and for how long. By knee-capping it for troubleshooting, we've lost that info. 

If there is a troubleshooting issue, use Participant data for that!

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 09-26-2023 20:53
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Thanks for confirming my sanity Angus :)

------------------------------
Vaun McCarthy

Original Message:
Sent: 09-26-2023 20:21
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Ok. If I go back to some messaging interactions a few months ago, it has ACD lines with the Queue names (suffixed with Queue)...... I think a support ticket is coming....

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 09-26-2023 19:40
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

I thought I was going nuts and it was just me but I was sure it used to have the queues in the timeline there for web messaging.  I questioned myself on it about a month or two back then convinced myself I was dreaming the whole thing :)

------------------------------
Vaun McCarthy

Original Message:
Sent: 09-26-2023 18:47
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

I have several messaging channels configured - web messaging, whatsapp and facebook.
Bots triage the messages and put the interactions into different queues accordingly from where they are answered by the Agents.
Sometimes, Agents transfer the interactions between different queues.

When I look at the Interaction Timeline for such an interaction, it does not show a line for any of the queues we use (unlike, say, Voice calls) rather all "queue" time is lumped into one "ACD" line which appears to be the name of the Platform (for Social) or the Web Messaging Deployment. Even if the interaction is transferred, no 2nd line appears in the timeline (unlike Voice).

E.g. 

Why aren't the queue(s) displayed?

#DigitalChannels
#Reporting/Analytics

------------------------------
Angus Huckle
Spark New Zealand Trading Limited
------------------------------

Hi All --

We will be rolling back the changes you are currently seeing with the interaction timeline.  As part of an underlying change to create consistency in the data available on messaging conversations we realized this created an unintended impact on the visual representation of the interaction timeline.  We will be rolling back the change very soon and will be re-evaluating the efforts to add consistent data across our messaging channels as well as consistency in the visualization of the timeline across all messaging channels.  Apologize for the confusion this change has caused.

"development confirmed the issue".... yet the response I received is "expected behavior".

Left hand not knowing what right hand is doing?

This issue is occurring since Wednesday Sept-6th in in region EC1 as well. It affects web messaging interactions as well and is affecting multiple orgs, as I could verify.

I have a case opened with care since almost one month. They stated that development confirmed the issue but there is no plan yet for a correction, so that  I am about to initiate the case escalation.

Actually not only the name of the queue of an ACD segment is wrongly displayed in the timeline but also the workflow segments (inbound message flows or inqueue message flows). For both segment types the name of the message deployment is shown instead.

In my pov this is clearly a bug and needs to be fixed. It kills the purpose of the interation timeline.
It prevents one to track the interaction flow and makes debugging of complex routing flows with several transfers much more difficult or impossible, as  different instances in the timeline are displayed with the same label. No way to easily visualize where  the intraction really went through.

------------------------------
Marcelo Heil França
InfinIT.cx GmbH

Original Message:
Sent: 10-04-2023 02:24
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

You might be lucky. Some people say it doesn't affect their Org......
Am waiting some further details on this undocumented, new, improved, expected behavior.

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 10-04-2023 01:07
From: Enrico Preite
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Omg…

this is a big regression…

------------------------------
EnricoPreite
Vodafone Omnitel NV

Original Message:
Sent: 09-28-2023 18:50
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Original Message:
Sent: 9/28/2023 6:29:00 PM
From: Angus Huckle
Subject: RE: Interaction Timeline - Messaging interactions not showing Queues in timeline

Support ticket raised and, to put it politely, a very disappointing response.

"this is now expected behavior due to a change that was made for troubleshooting issues with these integrated Apps"

When I have pointed out that Timeline is a reporting not a troubleshooting tool, the response was "The good news is that if the customer wishes for the Agent to see the Queue name of an active interaction, they will need to use the Set Participant Data action in their Flow to write the queue name to an attribute, and then present this attribute within a Script / Set Screen Pop."

Timeline is useful for showing all the interaction participants, when they were involved and for how long. By knee-capping it for troubleshooting, we've lost that info. 

If there is a troubleshooting issue, use Participant data for that!

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 09-26-2023 20:53
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Thanks for confirming my sanity Angus :)

------------------------------
Vaun McCarthy

Original Message:
Sent: 09-26-2023 20:21
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Ok. If I go back to some messaging interactions a few months ago, it has ACD lines with the Queue names (suffixed with Queue)...... I think a support ticket is coming....

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 09-26-2023 19:40
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

I thought I was going nuts and it was just me but I was sure it used to have the queues in the timeline there for web messaging.  I questioned myself on it about a month or two back then convinced myself I was dreaming the whole thing :)

------------------------------
Vaun McCarthy

Original Message:
Sent: 09-26-2023 18:47
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

I have several messaging channels configured - web messaging, whatsapp and facebook.
Bots triage the messages and put the interactions into different queues accordingly from where they are answered by the Agents.
Sometimes, Agents transfer the interactions between different queues.

When I look at the Interaction Timeline for such an interaction, it does not show a line for any of the queues we use (unlike, say, Voice calls) rather all "queue" time is lumped into one "ACD" line which appears to be the name of the Platform (for Social) or the Web Messaging Deployment. Even if the interaction is transferred, no 2nd line appears in the timeline (unlike Voice).

E.g. 

Why aren't the queue(s) displayed?

#DigitalChannels
#Reporting/Analytics

------------------------------
Angus Huckle
Spark New Zealand Trading Limited
------------------------------

Hi All --

We will be rolling back the changes you are currently seeing with the interaction timeline.  As part of an underlying change to create consistency in the data available on messaging conversations we realized this created an unintended impact on the visual representation of the interaction timeline.  We will be rolling back the change very soon and will be re-evaluating the efforts to add consistent data across our messaging channels as well as consistency in the visualization of the timeline across all messaging channels.  Apologize for the confusion this change has caused.

"development confirmed the issue".... yet the response I received is "expected behavior".

Left hand not knowing what right hand is doing?

This issue is occurring since Wednesday Sept-6th in in region EC1 as well. It affects web messaging interactions as well and is affecting multiple orgs, as I could verify.

I have a case opened with care since almost one month. They stated that development confirmed the issue but there is no plan yet for a correction, so that  I am about to initiate the case escalation.

Actually not only the name of the queue of an ACD segment is wrongly displayed in the timeline but also the workflow segments (inbound message flows or inqueue message flows). For both segment types the name of the message deployment is shown instead.

In my pov this is clearly a bug and needs to be fixed. It kills the purpose of the interation timeline.
It prevents one to track the interaction flow and makes debugging of complex routing flows with several transfers much more difficult or impossible, as  different instances in the timeline are displayed with the same label. No way to easily visualize where  the intraction really went through.

------------------------------
Marcelo Heil França
InfinIT.cx GmbH

Original Message:
Sent: 10-04-2023 02:24
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

You might be lucky. Some people say it doesn't affect their Org......
Am waiting some further details on this undocumented, new, improved, expected behavior.

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 10-04-2023 01:07
From: Enrico Preite
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Omg…

this is a big regression…

------------------------------
EnricoPreite
Vodafone Omnitel NV

Original Message:
Sent: 09-28-2023 18:50
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Original Message:
Sent: 9/28/2023 6:29:00 PM
From: Angus Huckle
Subject: RE: Interaction Timeline - Messaging interactions not showing Queues in timeline

Support ticket raised and, to put it politely, a very disappointing response.

"this is now expected behavior due to a change that was made for troubleshooting issues with these integrated Apps"

When I have pointed out that Timeline is a reporting not a troubleshooting tool, the response was "The good news is that if the customer wishes for the Agent to see the Queue name of an active interaction, they will need to use the Set Participant Data action in their Flow to write the queue name to an attribute, and then present this attribute within a Script / Set Screen Pop."

Timeline is useful for showing all the interaction participants, when they were involved and for how long. By knee-capping it for troubleshooting, we've lost that info. 

If there is a troubleshooting issue, use Participant data for that!

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 09-26-2023 20:53
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Thanks for confirming my sanity Angus :)

------------------------------
Vaun McCarthy

Original Message:
Sent: 09-26-2023 20:21
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Ok. If I go back to some messaging interactions a few months ago, it has ACD lines with the Queue names (suffixed with Queue)...... I think a support ticket is coming....

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 09-26-2023 19:40
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

I thought I was going nuts and it was just me but I was sure it used to have the queues in the timeline there for web messaging.  I questioned myself on it about a month or two back then convinced myself I was dreaming the whole thing :)

------------------------------
Vaun McCarthy

Original Message:
Sent: 09-26-2023 18:47
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

I have several messaging channels configured - web messaging, whatsapp and facebook.
Bots triage the messages and put the interactions into different queues accordingly from where they are answered by the Agents.
Sometimes, Agents transfer the interactions between different queues.

When I look at the Interaction Timeline for such an interaction, it does not show a line for any of the queues we use (unlike, say, Voice calls) rather all "queue" time is lumped into one "ACD" line which appears to be the name of the Platform (for Social) or the Web Messaging Deployment. Even if the interaction is transferred, no 2nd line appears in the timeline (unlike Voice).

E.g. 

Why aren't the queue(s) displayed?

#DigitalChannels
#Reporting/Analytics

------------------------------
Angus Huckle
Spark New Zealand Trading Limited
------------------------------

I hope this fix resolve the same issue eith open messaging integration where never seen queue name…

Hi All --

We will be rolling back the changes you are currently seeing with the interaction timeline.  As part of an underlying change to create consistency in the data available on messaging conversations we realized this created an unintended impact on the visual representation of the interaction timeline.  We will be rolling back the change very soon and will be re-evaluating the efforts to add consistent data across our messaging channels as well as consistency in the visualization of the timeline across all messaging channels.  Apologize for the confusion this change has caused.

"development confirmed the issue".... yet the response I received is "expected behavior".

Left hand not knowing what right hand is doing?

This issue is occurring since Wednesday Sept-6th in in region EC1 as well. It affects web messaging interactions as well and is affecting multiple orgs, as I could verify.

I have a case opened with care since almost one month. They stated that development confirmed the issue but there is no plan yet for a correction, so that  I am about to initiate the case escalation.

Actually not only the name of the queue of an ACD segment is wrongly displayed in the timeline but also the workflow segments (inbound message flows or inqueue message flows). For both segment types the name of the message deployment is shown instead.

In my pov this is clearly a bug and needs to be fixed. It kills the purpose of the interation timeline.
It prevents one to track the interaction flow and makes debugging of complex routing flows with several transfers much more difficult or impossible, as  different instances in the timeline are displayed with the same label. No way to easily visualize where  the intraction really went through.

------------------------------
Marcelo Heil França
InfinIT.cx GmbH

Original Message:
Sent: 10-04-2023 02:24
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

You might be lucky. Some people say it doesn't affect their Org......
Am waiting some further details on this undocumented, new, improved, expected behavior.

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 10-04-2023 01:07
From: Enrico Preite
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Omg…

this is a big regression…

------------------------------
EnricoPreite
Vodafone Omnitel NV

Original Message:
Sent: 09-28-2023 18:50
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Original Message:
Sent: 9/28/2023 6:29:00 PM
From: Angus Huckle
Subject: RE: Interaction Timeline - Messaging interactions not showing Queues in timeline

Support ticket raised and, to put it politely, a very disappointing response.

"this is now expected behavior due to a change that was made for troubleshooting issues with these integrated Apps"

When I have pointed out that Timeline is a reporting not a troubleshooting tool, the response was "The good news is that if the customer wishes for the Agent to see the Queue name of an active interaction, they will need to use the Set Participant Data action in their Flow to write the queue name to an attribute, and then present this attribute within a Script / Set Screen Pop."

Timeline is useful for showing all the interaction participants, when they were involved and for how long. By knee-capping it for troubleshooting, we've lost that info. 

If there is a troubleshooting issue, use Participant data for that!

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 09-26-2023 20:53
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Thanks for confirming my sanity Angus :)

------------------------------
Vaun McCarthy

Original Message:
Sent: 09-26-2023 20:21
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Ok. If I go back to some messaging interactions a few months ago, it has ACD lines with the Queue names (suffixed with Queue)...... I think a support ticket is coming....

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 09-26-2023 19:40
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

I thought I was going nuts and it was just me but I was sure it used to have the queues in the timeline there for web messaging.  I questioned myself on it about a month or two back then convinced myself I was dreaming the whole thing :)

------------------------------
Vaun McCarthy

Original Message:
Sent: 09-26-2023 18:47
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

I have several messaging channels configured - web messaging, whatsapp and facebook.
Bots triage the messages and put the interactions into different queues accordingly from where they are answered by the Agents.
Sometimes, Agents transfer the interactions between different queues.

When I look at the Interaction Timeline for such an interaction, it does not show a line for any of the queues we use (unlike, say, Voice calls) rather all "queue" time is lumped into one "ACD" line which appears to be the name of the Platform (for Social) or the Web Messaging Deployment. Even if the interaction is transferred, no 2nd line appears in the timeline (unlike Voice).

E.g. 

Why aren't the queue(s) displayed?

#DigitalChannels
#Reporting/Analytics

------------------------------
Angus Huckle
Spark New Zealand Trading Limited
------------------------------

Hi All --

We will be rolling back the changes you are currently seeing with the interaction timeline.  As part of an underlying change to create consistency in the data available on messaging conversations we realized this created an unintended impact on the visual representation of the interaction timeline.  We will be rolling back the change very soon and will be re-evaluating the efforts to add consistent data across our messaging channels as well as consistency in the visualization of the timeline across all messaging channels.  Apologize for the confusion this change has caused.

"development confirmed the issue".... yet the response I received is "expected behavior".

Left hand not knowing what right hand is doing?

This issue is occurring since Wednesday Sept-6th in in region EC1 as well. It affects web messaging interactions as well and is affecting multiple orgs, as I could verify.

I have a case opened with care since almost one month. They stated that development confirmed the issue but there is no plan yet for a correction, so that  I am about to initiate the case escalation.

Actually not only the name of the queue of an ACD segment is wrongly displayed in the timeline but also the workflow segments (inbound message flows or inqueue message flows). For both segment types the name of the message deployment is shown instead.

In my pov this is clearly a bug and needs to be fixed. It kills the purpose of the interation timeline.
It prevents one to track the interaction flow and makes debugging of complex routing flows with several transfers much more difficult or impossible, as  different instances in the timeline are displayed with the same label. No way to easily visualize where  the intraction really went through.

------------------------------
Marcelo Heil França
InfinIT.cx GmbH

Original Message:
Sent: 10-04-2023 02:24
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

You might be lucky. Some people say it doesn't affect their Org......
Am waiting some further details on this undocumented, new, improved, expected behavior.

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 10-04-2023 01:07
From: Enrico Preite
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Omg…

this is a big regression…

------------------------------
EnricoPreite
Vodafone Omnitel NV

Original Message:
Sent: 09-28-2023 18:50
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Original Message:
Sent: 9/28/2023 6:29:00 PM
From: Angus Huckle
Subject: RE: Interaction Timeline - Messaging interactions not showing Queues in timeline

Support ticket raised and, to put it politely, a very disappointing response.

"this is now expected behavior due to a change that was made for troubleshooting issues with these integrated Apps"

When I have pointed out that Timeline is a reporting not a troubleshooting tool, the response was "The good news is that if the customer wishes for the Agent to see the Queue name of an active interaction, they will need to use the Set Participant Data action in their Flow to write the queue name to an attribute, and then present this attribute within a Script / Set Screen Pop."

Timeline is useful for showing all the interaction participants, when they were involved and for how long. By knee-capping it for troubleshooting, we've lost that info. 

If there is a troubleshooting issue, use Participant data for that!

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 09-26-2023 20:53
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Thanks for confirming my sanity Angus :)

------------------------------
Vaun McCarthy

Original Message:
Sent: 09-26-2023 20:21
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Ok. If I go back to some messaging interactions a few months ago, it has ACD lines with the Queue names (suffixed with Queue)...... I think a support ticket is coming....

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 09-26-2023 19:40
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

I thought I was going nuts and it was just me but I was sure it used to have the queues in the timeline there for web messaging.  I questioned myself on it about a month or two back then convinced myself I was dreaming the whole thing :)

------------------------------
Vaun McCarthy

Original Message:
Sent: 09-26-2023 18:47
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

I have several messaging channels configured - web messaging, whatsapp and facebook.
Bots triage the messages and put the interactions into different queues accordingly from where they are answered by the Agents.
Sometimes, Agents transfer the interactions between different queues.

When I look at the Interaction Timeline for such an interaction, it does not show a line for any of the queues we use (unlike, say, Voice calls) rather all "queue" time is lumped into one "ACD" line which appears to be the name of the Platform (for Social) or the Web Messaging Deployment. Even if the interaction is transferred, no 2nd line appears in the timeline (unlike Voice).

E.g. 

Why aren't the queue(s) displayed?

#DigitalChannels
#Reporting/Analytics

------------------------------
Angus Huckle
Spark New Zealand Trading Limited
------------------------------

That is good to hear.

It has been a frustrating experience with Genesys Support over this issue to the point where I gave up, closed the ticket and set the closure reason as cancelled as the only other option, resolve, was not applicable.

As pointed out by @Enrico Preite, this should be consistent across all channels.

Hi All --

We will be rolling back the changes you are currently seeing with the interaction timeline.  As part of an underlying change to create consistency in the data available on messaging conversations we realized this created an unintended impact on the visual representation of the interaction timeline.  We will be rolling back the change very soon and will be re-evaluating the efforts to add consistent data across our messaging channels as well as consistency in the visualization of the timeline across all messaging channels.  Apologize for the confusion this change has caused.

"development confirmed the issue".... yet the response I received is "expected behavior".

Left hand not knowing what right hand is doing?

This issue is occurring since Wednesday Sept-6th in in region EC1 as well. It affects web messaging interactions as well and is affecting multiple orgs, as I could verify.

I have a case opened with care since almost one month. They stated that development confirmed the issue but there is no plan yet for a correction, so that  I am about to initiate the case escalation.

Actually not only the name of the queue of an ACD segment is wrongly displayed in the timeline but also the workflow segments (inbound message flows or inqueue message flows). For both segment types the name of the message deployment is shown instead.

In my pov this is clearly a bug and needs to be fixed. It kills the purpose of the interation timeline.
It prevents one to track the interaction flow and makes debugging of complex routing flows with several transfers much more difficult or impossible, as  different instances in the timeline are displayed with the same label. No way to easily visualize where  the intraction really went through.

------------------------------
Marcelo Heil França
InfinIT.cx GmbH

Original Message:
Sent: 10-04-2023 02:24
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

You might be lucky. Some people say it doesn't affect their Org......
Am waiting some further details on this undocumented, new, improved, expected behavior.

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 10-04-2023 01:07
From: Enrico Preite
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Omg…

this is a big regression…

------------------------------
EnricoPreite
Vodafone Omnitel NV

Original Message:
Sent: 09-28-2023 18:50
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Original Message:
Sent: 9/28/2023 6:29:00 PM
From: Angus Huckle
Subject: RE: Interaction Timeline - Messaging interactions not showing Queues in timeline

Support ticket raised and, to put it politely, a very disappointing response.

"this is now expected behavior due to a change that was made for troubleshooting issues with these integrated Apps"

When I have pointed out that Timeline is a reporting not a troubleshooting tool, the response was "The good news is that if the customer wishes for the Agent to see the Queue name of an active interaction, they will need to use the Set Participant Data action in their Flow to write the queue name to an attribute, and then present this attribute within a Script / Set Screen Pop."

Timeline is useful for showing all the interaction participants, when they were involved and for how long. By knee-capping it for troubleshooting, we've lost that info. 

If there is a troubleshooting issue, use Participant data for that!

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 09-26-2023 20:53
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Thanks for confirming my sanity Angus :)

------------------------------
Vaun McCarthy

Original Message:
Sent: 09-26-2023 20:21
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Ok. If I go back to some messaging interactions a few months ago, it has ACD lines with the Queue names (suffixed with Queue)...... I think a support ticket is coming....

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 09-26-2023 19:40
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

I thought I was going nuts and it was just me but I was sure it used to have the queues in the timeline there for web messaging.  I questioned myself on it about a month or two back then convinced myself I was dreaming the whole thing :)

------------------------------
Vaun McCarthy

Original Message:
Sent: 09-26-2023 18:47
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

I have several messaging channels configured - web messaging, whatsapp and facebook.
Bots triage the messages and put the interactions into different queues accordingly from where they are answered by the Agents.
Sometimes, Agents transfer the interactions between different queues.

When I look at the Interaction Timeline for such an interaction, it does not show a line for any of the queues we use (unlike, say, Voice calls) rather all "queue" time is lumped into one "ACD" line which appears to be the name of the Platform (for Social) or the Web Messaging Deployment. Even if the interaction is transferred, no 2nd line appears in the timeline (unlike Voice).

E.g. 

Why aren't the queue(s) displayed?

#DigitalChannels
#Reporting/Analytics

------------------------------
Angus Huckle
Spark New Zealand Trading Limited
------------------------------

Thanks for the clear communication, Katie, what did not happen up to now in the case I have open with Genesys Care and was about to escalate.

I hope the rollback of the change can occur timely as we are currently implementing complex inbound and in-queue message routing flows for a customer  and really need meaningful labels in the timeline segments for debugging.

Regards,

That is good to hear.

It has been a frustrating experience with Genesys Support over this issue to the point where I gave up, closed the ticket and set the closure reason as cancelled as the only other option, resolve, was not applicable.

As pointed out by @Enrico Preite, this should be consistent across all channels.

Hi All --

We will be rolling back the changes you are currently seeing with the interaction timeline.  As part of an underlying change to create consistency in the data available on messaging conversations we realized this created an unintended impact on the visual representation of the interaction timeline.  We will be rolling back the change very soon and will be re-evaluating the efforts to add consistent data across our messaging channels as well as consistency in the visualization of the timeline across all messaging channels.  Apologize for the confusion this change has caused.

"development confirmed the issue".... yet the response I received is "expected behavior".

Left hand not knowing what right hand is doing?

This issue is occurring since Wednesday Sept-6th in in region EC1 as well. It affects web messaging interactions as well and is affecting multiple orgs, as I could verify.

I have a case opened with care since almost one month. They stated that development confirmed the issue but there is no plan yet for a correction, so that  I am about to initiate the case escalation.

Actually not only the name of the queue of an ACD segment is wrongly displayed in the timeline but also the workflow segments (inbound message flows or inqueue message flows). For both segment types the name of the message deployment is shown instead.

In my pov this is clearly a bug and needs to be fixed. It kills the purpose of the interation timeline.
It prevents one to track the interaction flow and makes debugging of complex routing flows with several transfers much more difficult or impossible, as  different instances in the timeline are displayed with the same label. No way to easily visualize where  the intraction really went through.

------------------------------
Marcelo Heil França
InfinIT.cx GmbH

Original Message:
Sent: 10-04-2023 02:24
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

You might be lucky. Some people say it doesn't affect their Org......
Am waiting some further details on this undocumented, new, improved, expected behavior.

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 10-04-2023 01:07
From: Enrico Preite
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Omg…

this is a big regression…

------------------------------
EnricoPreite
Vodafone Omnitel NV

Original Message:
Sent: 09-28-2023 18:50
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Original Message:
Sent: 9/28/2023 6:29:00 PM
From: Angus Huckle
Subject: RE: Interaction Timeline - Messaging interactions not showing Queues in timeline

Support ticket raised and, to put it politely, a very disappointing response.

"this is now expected behavior due to a change that was made for troubleshooting issues with these integrated Apps"

When I have pointed out that Timeline is a reporting not a troubleshooting tool, the response was "The good news is that if the customer wishes for the Agent to see the Queue name of an active interaction, they will need to use the Set Participant Data action in their Flow to write the queue name to an attribute, and then present this attribute within a Script / Set Screen Pop."

Timeline is useful for showing all the interaction participants, when they were involved and for how long. By knee-capping it for troubleshooting, we've lost that info. 

If there is a troubleshooting issue, use Participant data for that!

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 09-26-2023 20:53
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Thanks for confirming my sanity Angus :)

------------------------------
Vaun McCarthy

Original Message:
Sent: 09-26-2023 20:21
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Ok. If I go back to some messaging interactions a few months ago, it has ACD lines with the Queue names (suffixed with Queue)...... I think a support ticket is coming....

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 09-26-2023 19:40
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

I thought I was going nuts and it was just me but I was sure it used to have the queues in the timeline there for web messaging.  I questioned myself on it about a month or two back then convinced myself I was dreaming the whole thing :)

------------------------------
Vaun McCarthy

Original Message:
Sent: 09-26-2023 18:47
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

I have several messaging channels configured - web messaging, whatsapp and facebook.
Bots triage the messages and put the interactions into different queues accordingly from where they are answered by the Agents.
Sometimes, Agents transfer the interactions between different queues.

When I look at the Interaction Timeline for such an interaction, it does not show a line for any of the queues we use (unlike, say, Voice calls) rather all "queue" time is lumped into one "ACD" line which appears to be the name of the Platform (for Social) or the Web Messaging Deployment. Even if the interaction is transferred, no 2nd line appears in the timeline (unlike Voice).

E.g. 

Why aren't the queue(s) displayed?

#DigitalChannels
#Reporting/Analytics

------------------------------
Angus Huckle
Spark New Zealand Trading Limited
------------------------------

Just wanted to notify that we rolled back the original change yesterday, things should be back to "normal" with the timeline view.  We are working on evaluating next steps to update the timeline views with Queues for all messaging interaction types and also make consistent conversation information available.

Thanks for the clear communication, Katie, what did not happen up to now in the case I have open with Genesys Care and was about to escalate.

I hope the rollback of the change can occur timely as we are currently implementing complex inbound and in-queue message routing flows for a customer  and really need meaningful labels in the timeline segments for debugging.

Regards,

That is good to hear.

It has been a frustrating experience with Genesys Support over this issue to the point where I gave up, closed the ticket and set the closure reason as cancelled as the only other option, resolve, was not applicable.

As pointed out by @Enrico Preite, this should be consistent across all channels.

Hi All --

We will be rolling back the changes you are currently seeing with the interaction timeline.  As part of an underlying change to create consistency in the data available on messaging conversations we realized this created an unintended impact on the visual representation of the interaction timeline.  We will be rolling back the change very soon and will be re-evaluating the efforts to add consistent data across our messaging channels as well as consistency in the visualization of the timeline across all messaging channels.  Apologize for the confusion this change has caused.

"development confirmed the issue".... yet the response I received is "expected behavior".

Left hand not knowing what right hand is doing?

This issue is occurring since Wednesday Sept-6th in in region EC1 as well. It affects web messaging interactions as well and is affecting multiple orgs, as I could verify.

I have a case opened with care since almost one month. They stated that development confirmed the issue but there is no plan yet for a correction, so that  I am about to initiate the case escalation.

Actually not only the name of the queue of an ACD segment is wrongly displayed in the timeline but also the workflow segments (inbound message flows or inqueue message flows). For both segment types the name of the message deployment is shown instead.

In my pov this is clearly a bug and needs to be fixed. It kills the purpose of the interation timeline.
It prevents one to track the interaction flow and makes debugging of complex routing flows with several transfers much more difficult or impossible, as  different instances in the timeline are displayed with the same label. No way to easily visualize where  the intraction really went through.

------------------------------
Marcelo Heil França
InfinIT.cx GmbH

Original Message:
Sent: 10-04-2023 02:24
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

You might be lucky. Some people say it doesn't affect their Org......
Am waiting some further details on this undocumented, new, improved, expected behavior.

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 10-04-2023 01:07
From: Enrico Preite
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Omg…

this is a big regression…

------------------------------
EnricoPreite
Vodafone Omnitel NV

Original Message:
Sent: 09-28-2023 18:50
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Original Message:
Sent: 9/28/2023 6:29:00 PM
From: Angus Huckle
Subject: RE: Interaction Timeline - Messaging interactions not showing Queues in timeline

Support ticket raised and, to put it politely, a very disappointing response.

"this is now expected behavior due to a change that was made for troubleshooting issues with these integrated Apps"

When I have pointed out that Timeline is a reporting not a troubleshooting tool, the response was "The good news is that if the customer wishes for the Agent to see the Queue name of an active interaction, they will need to use the Set Participant Data action in their Flow to write the queue name to an attribute, and then present this attribute within a Script / Set Screen Pop."

Timeline is useful for showing all the interaction participants, when they were involved and for how long. By knee-capping it for troubleshooting, we've lost that info. 

If there is a troubleshooting issue, use Participant data for that!

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 09-26-2023 20:53
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Thanks for confirming my sanity Angus :)

------------------------------
Vaun McCarthy

Original Message:
Sent: 09-26-2023 20:21
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Ok. If I go back to some messaging interactions a few months ago, it has ACD lines with the Queue names (suffixed with Queue)...... I think a support ticket is coming....

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 09-26-2023 19:40
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

I thought I was going nuts and it was just me but I was sure it used to have the queues in the timeline there for web messaging.  I questioned myself on it about a month or two back then convinced myself I was dreaming the whole thing :)

------------------------------
Vaun McCarthy

Original Message:
Sent: 09-26-2023 18:47
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

I have several messaging channels configured - web messaging, whatsapp and facebook.
Bots triage the messages and put the interactions into different queues accordingly from where they are answered by the Agents.
Sometimes, Agents transfer the interactions between different queues.

When I look at the Interaction Timeline for such an interaction, it does not show a line for any of the queues we use (unlike, say, Voice calls) rather all "queue" time is lumped into one "ACD" line which appears to be the name of the Platform (for Social) or the Web Messaging Deployment. Even if the interaction is transferred, no 2nd line appears in the timeline (unlike Voice).

E.g. 

Why aren't the queue(s) displayed?

#DigitalChannels
#Reporting/Analytics

------------------------------
Angus Huckle
Spark New Zealand Trading Limited
------------------------------

Thanks for the information.

I can confirm that the queue names are again displayed in the interaction timeline like they were before the September-06th.

Regards,

Just wanted to notify that we rolled back the original change yesterday, things should be back to "normal" with the timeline view.  We are working on evaluating next steps to update the timeline views with Queues for all messaging interaction types and also make consistent conversation information available.

Thanks for the clear communication, Katie, what did not happen up to now in the case I have open with Genesys Care and was about to escalate.

I hope the rollback of the change can occur timely as we are currently implementing complex inbound and in-queue message routing flows for a customer  and really need meaningful labels in the timeline segments for debugging.

Regards,

That is good to hear.

It has been a frustrating experience with Genesys Support over this issue to the point where I gave up, closed the ticket and set the closure reason as cancelled as the only other option, resolve, was not applicable.

As pointed out by @Enrico Preite, this should be consistent across all channels.

Hi All --

We will be rolling back the changes you are currently seeing with the interaction timeline.  As part of an underlying change to create consistency in the data available on messaging conversations we realized this created an unintended impact on the visual representation of the interaction timeline.  We will be rolling back the change very soon and will be re-evaluating the efforts to add consistent data across our messaging channels as well as consistency in the visualization of the timeline across all messaging channels.  Apologize for the confusion this change has caused.

"development confirmed the issue".... yet the response I received is "expected behavior".

Left hand not knowing what right hand is doing?

This issue is occurring since Wednesday Sept-6th in in region EC1 as well. It affects web messaging interactions as well and is affecting multiple orgs, as I could verify.

I have a case opened with care since almost one month. They stated that development confirmed the issue but there is no plan yet for a correction, so that  I am about to initiate the case escalation.

Actually not only the name of the queue of an ACD segment is wrongly displayed in the timeline but also the workflow segments (inbound message flows or inqueue message flows). For both segment types the name of the message deployment is shown instead.

In my pov this is clearly a bug and needs to be fixed. It kills the purpose of the interation timeline.
It prevents one to track the interaction flow and makes debugging of complex routing flows with several transfers much more difficult or impossible, as  different instances in the timeline are displayed with the same label. No way to easily visualize where  the intraction really went through.

------------------------------
Marcelo Heil França
InfinIT.cx GmbH

Original Message:
Sent: 10-04-2023 02:24
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

You might be lucky. Some people say it doesn't affect their Org......
Am waiting some further details on this undocumented, new, improved, expected behavior.

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 10-04-2023 01:07
From: Enrico Preite
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Omg…

this is a big regression…

------------------------------
EnricoPreite
Vodafone Omnitel NV

Original Message:
Sent: 09-28-2023 18:50
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Original Message:
Sent: 9/28/2023 6:29:00 PM
From: Angus Huckle
Subject: RE: Interaction Timeline - Messaging interactions not showing Queues in timeline

Support ticket raised and, to put it politely, a very disappointing response.

"this is now expected behavior due to a change that was made for troubleshooting issues with these integrated Apps"

When I have pointed out that Timeline is a reporting not a troubleshooting tool, the response was "The good news is that if the customer wishes for the Agent to see the Queue name of an active interaction, they will need to use the Set Participant Data action in their Flow to write the queue name to an attribute, and then present this attribute within a Script / Set Screen Pop."

Timeline is useful for showing all the interaction participants, when they were involved and for how long. By knee-capping it for troubleshooting, we've lost that info. 

If there is a troubleshooting issue, use Participant data for that!

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 09-26-2023 20:53
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Thanks for confirming my sanity Angus :)

------------------------------
Vaun McCarthy

Original Message:
Sent: 09-26-2023 20:21
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Ok. If I go back to some messaging interactions a few months ago, it has ACD lines with the Queue names (suffixed with Queue)...... I think a support ticket is coming....

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 09-26-2023 19:40
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

I thought I was going nuts and it was just me but I was sure it used to have the queues in the timeline there for web messaging.  I questioned myself on it about a month or two back then convinced myself I was dreaming the whole thing :)

------------------------------
Vaun McCarthy

Original Message:
Sent: 09-26-2023 18:47
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

I have several messaging channels configured - web messaging, whatsapp and facebook.
Bots triage the messages and put the interactions into different queues accordingly from where they are answered by the Agents.
Sometimes, Agents transfer the interactions between different queues.

When I look at the Interaction Timeline for such an interaction, it does not show a line for any of the queues we use (unlike, say, Voice calls) rather all "queue" time is lumped into one "ACD" line which appears to be the name of the Platform (for Social) or the Web Messaging Deployment. Even if the interaction is transferred, no 2nd line appears in the timeline (unlike Voice).

E.g. 

Why aren't the queue(s) displayed?

#DigitalChannels
#Reporting/Analytics

------------------------------
Angus Huckle
Spark New Zealand Trading Limited
------------------------------

Hi All - 

Wanted to update and notify that we have done a full review of the original concern, the changes that we rolled back and the final approach to the changes needed to have consistent data in the Conversation and Analytics APIs as well as make sure that the data displayed in the segment information on the Interaction Details Timeline is correct.  As part of this review we did find changes across other Digital Channels that were also needed.    

We now have the work effort in progress and tentatively plan to release the new changes on 2/14 (subject to change based on QA cycles).  

I wanted to provide a few links with details on what is changing for your awareness.  I also included a link to an idea we created so you can follow the release timeline.

Please see the following links with more information on the planned changes:

• Developer forum announcement for related API changes
• Feature Idea to follow for feature status
• Community Forum Post

Thanks and please let me know any questions after reviewing the information.

Thanks for the information.

I can confirm that the queue names are again displayed in the interaction timeline like they were before the September-06th.

Regards,

Just wanted to notify that we rolled back the original change yesterday, things should be back to "normal" with the timeline view.  We are working on evaluating next steps to update the timeline views with Queues for all messaging interaction types and also make consistent conversation information available.

Thanks for the clear communication, Katie, what did not happen up to now in the case I have open with Genesys Care and was about to escalate.

I hope the rollback of the change can occur timely as we are currently implementing complex inbound and in-queue message routing flows for a customer  and really need meaningful labels in the timeline segments for debugging.

Regards,

That is good to hear.

It has been a frustrating experience with Genesys Support over this issue to the point where I gave up, closed the ticket and set the closure reason as cancelled as the only other option, resolve, was not applicable.

As pointed out by @Enrico Preite, this should be consistent across all channels.

Hi All --

We will be rolling back the changes you are currently seeing with the interaction timeline.  As part of an underlying change to create consistency in the data available on messaging conversations we realized this created an unintended impact on the visual representation of the interaction timeline.  We will be rolling back the change very soon and will be re-evaluating the efforts to add consistent data across our messaging channels as well as consistency in the visualization of the timeline across all messaging channels.  Apologize for the confusion this change has caused.

"development confirmed the issue".... yet the response I received is "expected behavior".

Left hand not knowing what right hand is doing?

This issue is occurring since Wednesday Sept-6th in in region EC1 as well. It affects web messaging interactions as well and is affecting multiple orgs, as I could verify.

I have a case opened with care since almost one month. They stated that development confirmed the issue but there is no plan yet for a correction, so that  I am about to initiate the case escalation.

Actually not only the name of the queue of an ACD segment is wrongly displayed in the timeline but also the workflow segments (inbound message flows or inqueue message flows). For both segment types the name of the message deployment is shown instead.

In my pov this is clearly a bug and needs to be fixed. It kills the purpose of the interation timeline.
It prevents one to track the interaction flow and makes debugging of complex routing flows with several transfers much more difficult or impossible, as  different instances in the timeline are displayed with the same label. No way to easily visualize where  the intraction really went through.

------------------------------
Marcelo Heil França
InfinIT.cx GmbH

Original Message:
Sent: 10-04-2023 02:24
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

You might be lucky. Some people say it doesn't affect their Org......
Am waiting some further details on this undocumented, new, improved, expected behavior.

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 10-04-2023 01:07
From: Enrico Preite
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Omg…

this is a big regression…

------------------------------
EnricoPreite
Vodafone Omnitel NV

Original Message:
Sent: 09-28-2023 18:50
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Original Message:
Sent: 9/28/2023 6:29:00 PM
From: Angus Huckle
Subject: RE: Interaction Timeline - Messaging interactions not showing Queues in timeline

Support ticket raised and, to put it politely, a very disappointing response.

"this is now expected behavior due to a change that was made for troubleshooting issues with these integrated Apps"

When I have pointed out that Timeline is a reporting not a troubleshooting tool, the response was "The good news is that if the customer wishes for the Agent to see the Queue name of an active interaction, they will need to use the Set Participant Data action in their Flow to write the queue name to an attribute, and then present this attribute within a Script / Set Screen Pop."

Timeline is useful for showing all the interaction participants, when they were involved and for how long. By knee-capping it for troubleshooting, we've lost that info. 

If there is a troubleshooting issue, use Participant data for that!

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 09-26-2023 20:53
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Thanks for confirming my sanity Angus :)

------------------------------
Vaun McCarthy

Original Message:
Sent: 09-26-2023 20:21
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Ok. If I go back to some messaging interactions a few months ago, it has ACD lines with the Queue names (suffixed with Queue)...... I think a support ticket is coming....

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 09-26-2023 19:40
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

I thought I was going nuts and it was just me but I was sure it used to have the queues in the timeline there for web messaging.  I questioned myself on it about a month or two back then convinced myself I was dreaming the whole thing :)

------------------------------
Vaun McCarthy

Original Message:
Sent: 09-26-2023 18:47
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

I have several messaging channels configured - web messaging, whatsapp and facebook.
Bots triage the messages and put the interactions into different queues accordingly from where they are answered by the Agents.
Sometimes, Agents transfer the interactions between different queues.

When I look at the Interaction Timeline for such an interaction, it does not show a line for any of the queues we use (unlike, say, Voice calls) rather all "queue" time is lumped into one "ACD" line which appears to be the name of the Platform (for Social) or the Web Messaging Deployment. Even if the interaction is transferred, no 2nd line appears in the timeline (unlike Voice).

E.g. 

Why aren't the queue(s) displayed?

#DigitalChannels
#Reporting/Analytics

------------------------------
Angus Huckle
Spark New Zealand Trading Limited
------------------------------

The change addressing this concern has been approved for release and will roll out through each of our regions Wednesday 2/21/2024 through Friday 2/23/2024 per our release cycle.  See my previous post for links to all the details related to the change.

------------------------------
Katie Ritz
Sr Director Product Management
Genesys - Employees
------------------------------

Original Message:
Sent: 01-18-2024 15:57
From: Katie Ritz
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Hi All - 

Wanted to update and notify that we have done a full review of the original concern, the changes that we rolled back and the final approach to the changes needed to have consistent data in the Conversation and Analytics APIs as well as make sure that the data displayed in the segment information on the Interaction Details Timeline is correct.  As part of this review we did find changes across other Digital Channels that were also needed.    

We now have the work effort in progress and tentatively plan to release the new changes on 2/14 (subject to change based on QA cycles).  

I wanted to provide a few links with details on what is changing for your awareness.  I also included a link to an idea we created so you can follow the release timeline.

Please see the following links with more information on the planned changes:

• Developer forum announcement for related API changes
• Feature Idea to follow for feature status
• Community Forum Post

Thanks and please let me know any questions after reviewing the information.

------------------------------
Katie Ritz
Sr Director Product Management
Genesys - Employees

Original Message:
Sent: 10-16-2023 03:20
From: Marcelo Heil França
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Thanks for the information.

I can confirm that the queue names are again displayed in the interaction timeline like they were before the September-06th.

Regards,

------------------------------
Marcelo Heil França
InfinIT.cx GmbH

Original Message:
Sent: 10-13-2023 14:51
From: Katie Ritz
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Just wanted to notify that we rolled back the original change yesterday, things should be back to "normal" with the timeline view.  We are working on evaluating next steps to update the timeline views with Queues for all messaging interaction types and also make consistent conversation information available.

------------------------------
Katie Ritz
Sr Director Product Management
Genesys - Employees

Original Message:
Sent: 10-12-2023 02:45
From: Marcelo Heil França
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Thanks for the clear communication, Katie, what did not happen up to now in the case I have open with Genesys Care and was about to escalate.

I hope the rollback of the change can occur timely as we are currently implementing complex inbound and in-queue message routing flows for a customer  and really need meaningful labels in the timeline segments for debugging.

Regards,

------------------------------
Marcelo Heil França
InfinIT.cx GmbH

Original Message:
Sent: 10-11-2023 17:06
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

That is good to hear.

It has been a frustrating experience with Genesys Support over this issue to the point where I gave up, closed the ticket and set the closure reason as cancelled as the only other option, resolve, was not applicable.

As pointed out by @Enrico Preite, this should be consistent across all channels.

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 10-11-2023 16:32
From: Katie Ritz
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Hi All --

We will be rolling back the changes you are currently seeing with the interaction timeline.  As part of an underlying change to create consistency in the data available on messaging conversations we realized this created an unintended impact on the visual representation of the interaction timeline.  We will be rolling back the change very soon and will be re-evaluating the efforts to add consistent data across our messaging channels as well as consistency in the visualization of the timeline across all messaging channels.  Apologize for the confusion this change has caused.

------------------------------
Katie Ritz
Sr Director Product Management
Genesys - Employees

Original Message:
Sent: 10-05-2023 06:21
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Original Message:
Sent: 10/5/2023 6:18:00 AM
From: Angus Huckle
Subject: RE: Interaction Timeline - Messaging interactions not showing Queues in timeline

"development confirmed the issue".... yet the response I received is "expected behavior".

Left hand not knowing what right hand is doing?

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 10-05-2023 05:17
From: Marcelo Heil França
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

This issue is occurring since Wednesday Sept-6th in in region EC1 as well. It affects web messaging interactions as well and is affecting multiple orgs, as I could verify.

I have a case opened with care since almost one month. They stated that development confirmed the issue but there is no plan yet for a correction, so that  I am about to initiate the case escalation.

Actually not only the name of the queue of an ACD segment is wrongly displayed in the timeline but also the workflow segments (inbound message flows or inqueue message flows). For both segment types the name of the message deployment is shown instead.

In my pov this is clearly a bug and needs to be fixed. It kills the purpose of the interation timeline.
It prevents one to track the interaction flow and makes debugging of complex routing flows with several transfers much more difficult or impossible, as  different instances in the timeline are displayed with the same label. No way to easily visualize where  the intraction really went through.

------------------------------
Marcelo Heil França
InfinIT.cx GmbH

Original Message:
Sent: 10-04-2023 02:24
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

You might be lucky. Some people say it doesn't affect their Org......
Am waiting some further details on this undocumented, new, improved, expected behavior.

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 10-04-2023 01:07
From: Enrico Preite
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Omg…

this is a big regression…

------------------------------
EnricoPreite
Vodafone Omnitel NV

Original Message:
Sent: 09-28-2023 18:50
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Original Message:
Sent: 9/28/2023 6:29:00 PM
From: Angus Huckle
Subject: RE: Interaction Timeline - Messaging interactions not showing Queues in timeline

Support ticket raised and, to put it politely, a very disappointing response.

"this is now expected behavior due to a change that was made for troubleshooting issues with these integrated Apps"

When I have pointed out that Timeline is a reporting not a troubleshooting tool, the response was "The good news is that if the customer wishes for the Agent to see the Queue name of an active interaction, they will need to use the Set Participant Data action in their Flow to write the queue name to an attribute, and then present this attribute within a Script / Set Screen Pop."

Timeline is useful for showing all the interaction participants, when they were involved and for how long. By knee-capping it for troubleshooting, we've lost that info. 

If there is a troubleshooting issue, use Participant data for that!

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 09-26-2023 20:53
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Thanks for confirming my sanity Angus :)

------------------------------
Vaun McCarthy

Original Message:
Sent: 09-26-2023 20:21
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

Ok. If I go back to some messaging interactions a few months ago, it has ACD lines with the Queue names (suffixed with Queue)...... I think a support ticket is coming....

------------------------------
Angus Huckle
Spark New Zealand Trading Limited

Original Message:
Sent: 09-26-2023 19:40
From: Vaun McCarthy
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

I thought I was going nuts and it was just me but I was sure it used to have the queues in the timeline there for web messaging.  I questioned myself on it about a month or two back then convinced myself I was dreaming the whole thing :)

------------------------------
Vaun McCarthy

Original Message:
Sent: 09-26-2023 18:47
From: Angus Huckle
Subject: Interaction Timeline - Messaging interactions not showing Queues in timeline

I have several messaging channels configured - web messaging, whatsapp and facebook.
Bots triage the messages and put the interactions into different queues accordingly from where they are answered by the Agents.
Sometimes, Agents transfer the interactions between different queues.

When I look at the Interaction Timeline for such an interaction, it does not show a line for any of the queues we use (unlike, say, Voice calls) rather all "queue" time is lumped into one "ACD" line which appears to be the name of the Platform (for Social) or the Web Messaging Deployment. Even if the interaction is transferred, no 2nd line appears in the timeline (unlike Voice).

E.g. 

Why aren't the queue(s) displayed?

#DigitalChannels
#Reporting/Analytics

------------------------------
Angus Huckle
Spark New Zealand Trading Limited
------------------------------