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Interactions View Discrepancy with Alert Segments between the interaction view and the report exported

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  • 1.  Interactions View Discrepancy with Alert Segments between the interaction view and the report exported

    Posted 06-25-2025 10:43
    No replies, thread closed.

    Hi , We are having a discrepancy with the metric value of the "Alert Segments" in the interactions view , how you can see in the examples below we are getting different values after export the report, in the example 1 we can see Alert Segments = 2 but but the export we get Alert Segments = 3. 
     
     
    Example 1: Number displayed on platform is different from number displayed once exported. (2 vs 3) 

    Conversation ID: 60dbfcbe-d6c4-47e9-b3a1-6c750ab1abea 

    Picture 
     

     

     Checking via API Get /api/v2/analytics/conversations/details, I could see that the API is responding 3 Alert Segments: 
     
     

     

                      "segmentEnd": "2024-11-13T20:25:07.315Z", 

                      "segmentStart": "2024-11-13T20:24:47.309Z", 

                      "segmentType": "alert" 
     

                     "segmentEnd": "2024-11-13T20:16:16.429Z", 

                      "segmentStart": "2024-11-13T20:16:10.301Z", 

                      "segmentType": "alert" 
     
                     "segmentEnd": "2024-11-13T20:24:31.610Z", 

                      "segmentStart": "2024-11-13T20:24:27.732Z", 

                      "segmentType": "alert" 

    In the second Example below is the same situation, the report in the UI is returning 0 in Alert Segments but in the export the Alert segments is 2. 

    Example 2: Number displayed on platform is different from number displayed once exported. (0 vs 2) 
     
     

    Conversation ID: f50e270f-dd6d-4acc-888f-6b4a7c5bfdbb 

    Picture 
     

     

    In the API response , I can see the that the API response with the same quantity of alert segments that the report exported , see below: 
     
     

    API response: 
     
    There are 2 segment types. 

                     "segmentEnd": "2024-11-12T17:21:50.166Z", 

                      "segmentStart": "2024-11-12T17:21:48.818Z", 

                      "segmentType": "alert" 

     

                      "segmentEnd": "2024-11-12T17:24:23.868Z", 

                      "segmentStart": "2024-11-12T17:24:22.691Z", 

                      "segmentType": "alert" 

     

    So, we want to know why the the interaction view in the UI is giving a different value that the report exported and API are showing. 
     
    Thanks in advance. 


    #AnalyticsAPI
    #PerformanceExports

    ------------------------------
    Edwin Moreno Ramos
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  • 2.  RE: Interactions View Discrepancy with Alert Segments between the interaction view and the report exported
    Best Answer

    Posted 06-26-2025 08:26
    No replies, thread closed.

    Hi Edwin,

    The UI for Performance Interactions pulls from the /api/v2/analytics/conversations/details API, but the exports pull from the /api/v2/analytics/conversations/details/jobs API.  They should match as long as all filters and interval are the same.  But if you have checked this and its still not the same, I would open a case with Genesys Customer Support



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


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