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  • 1.  interactions analyzed and answered do not match

    Posted 10-30-2024 10:25
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    No replies, thread closed.

    I am looking at a specific queue that received 29 calls last month, of them 27 calls were answered, but when I look at the same queue for Topic Trends it says that 43 interactions were analyzed. HOW???? we only answered 27 calls where did the other 16 interactions come from?


    #SpeechandTextAnalytics

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    Conor Twomey
    n/a
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  • 2.  RE: interactions analyzed and answered do not match

    Posted 10-31-2024 11:17
    No replies, thread closed.

    Hi Conor, can you a raise a CARE ticket for this? Support should be able to investigate then.



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    Anik Dey
    Genesys - Employees
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  • 3.  RE: interactions analyzed and answered do not match

    Posted 11-20-2024 08:33
    No replies, thread closed.

    Hi @Conor Twomey

    I had this issue and raised a ticket as suggested.  The response I got was: "its quite normal behavior to have more analyzed interactions than offered. The Total Interactions Analyzed data is basically the summarized data across all topics – how many total interactions were analyzed, not just the topic could have more than offered if there are more than 1 topic identified. Essentially it would not be ideal to balance the offered interactions by the number of analyzed interactions."

    I hope that helps.



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    Heather Henderson
    tbc
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