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  • 1.  Interactions View - What determines the interactions returned within a date period

    Posted 07-12-2023 05:41
    No replies, thread closed.

    Hi everyone,

    I've noticed that interactions view returns interactions that started outside the specified date/time period. For example, if I search for interactions between 00:00 and 00:30, it returns some interactions with start times prior to this period and some interactions after this period. Is anyone able to explain what's going on here?

    I searched for help on the support portal and found this article: https://help.mypurecloud.com/articles/interactions-view/. It contains the following sentence:-

    "Results are based on the interaction's start date occurring within the specified date range, except for interactions that ended before the start date/time. Results include interactions that started before the specified start date and time."

    This sentence makes no sense to me. Is anyone able to explain the criteria used to return interactions with a timeframe specified in the interactions view?

    Many thanks,

    Stuart


    #Reporting/Analytics

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    Stuart Rimell
    IG Index Limited
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  • 2.  RE: Interactions View - What determines the interactions returned within a date period

    Posted 07-12-2023 09:52
    Edited by Paul Simpson 07-12-2023 09:52
    No replies, thread closed.

    My observation is that it's all interactions that start before the end of the interval and finish after the start. (So they have a part of the interaction within the interval, or are entirely within it.)

    That is only an observation, though, and I may be way off-base!



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    Paul Simpson
    Eventus Solutions Group
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    Original Message


  • 3.  RE: Interactions View - What determines the interactions returned within a date period

    Posted 07-13-2023 06:00
    Edited by Stuart Rimell 07-13-2023 06:01
    No replies, thread closed.

    Thanks Paul,

    From my interactions with the Genesys support team, I now understand that interactions are returned if the interaction started on the day of the search period AND the interaction was ongoing during the search period. 

    So, if I searched between June 1 9am - June 1 10am, an interaction that started prior to 9am that was still ongoing between 9am and 10am will appear, as long as the interaction started on June 1st. If it started on a prior day it wouldn't appear, even if it was still ongoing between 9a, and 10am on June 1st. 

    Apparently, this is due to how the database indexes are set up in Genesys. 

    More info here: https://developer.genesys.cloud/analyticsdatamanagement/analytics/detail/#interval

    Super confusing!

    Cheers,

    Stu



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    Stuart Rimell
    IG Index Limited
    ------------------------------

    Original Message


  • 4.  RE: Interactions View - What determines the interactions returned within a date period

    Posted 07-13-2023 09:11
    No replies, thread closed.

    Yes, so that lines up (I think!) with what I said above, so looks like my observation was correct.

    Of course, as you pointed out, this does not seem to be the same as what the help article you originally quoted appears to be saying (if you can decipher it!!)



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    Paul Simpson
    Eventus Solutions Group
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    Original Message


  • 5.  RE: Interactions View - What determines the interactions returned within a date period

    Posted 07-14-2023 09:15
    No replies, thread closed.

    To add on this thread, my company is using the asynchronous message setup for our chat interactions. This means an interaction could start one day and be re-engaged by our customer the following day (we are using a 24-hour timeout). When utilizing the interactions view for a specific day (example 7/2/2023), it will not display any messages that originated on the previous day (7/1/2023), even if the customer re-engaged and spoke with an agent on the date under review (7/2/2023). Everything is dependent on the original start date of the message, it seems. Our BI team also runs into this issue within the API and is working to investigate how we can get a clean listing of all interactions that were handled by an agent on a given day.

    If anyone viewing this thread has feedback on how someone can get around this to display the true number of interactions for a specific day, please share.

    Regards,

    John Ohlund



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    John Ohlund
    Newfold Digital
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    Original Message


  • 6.  RE: Interactions View - What determines the interactions returned within a date period

    Posted 07-14-2023 11:09
    No replies, thread closed.

    Thanks John, we use asynchronous messaging similarly and I've not noticed this behaviour as I've been focussing on email metrics, but this makes total sense given what I've found with emails. Thanks for the heads up. 

    You'd have thought that getting a clean listing of all interactions handled by an agent on a given day would be easy. 



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    Stuart Rimell
    IG Index Limited
    ------------------------------

    Original Message


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