mikehardie | 2022-06-22 01:21:22 UTC | #1
We have an unusual business process that means that a conversation can result in more than 10 particpant entries in a conversation record. Each entriy being an acd entry, an ivr entry, and agent entry. etc.
I have found that once the number of entries exceed 10, the initial participant entry is merged into/replaced with the new participant entry. This looses the original data making the business process break down.
So the question is. Is the number of participant entires for a conversation limited to 10? If so, is this an arbitrary choice that can be modified?
I understand that this is not usual call behaviour for a call centre.
I did open a support ticket about this - they suggest I post a question here.
ralegner | 2022-06-22 12:52:52 UTC | #2
We do have limitations around conversation size, but it's not centered around participant count. The limit is documented here: https://developer.genesys.cloud/analyticsdatamanagement/analytics/detail/conversation-query#conversation-size-limitations
Conversation size limitations
(https://developer.genesys.cloud/analyticsdatamanagement/analytics/detail/conversation-query#conversation-size-limitations)
A conversation detail record may not contain data for all participants or segments if the conversation has a large number of participants or sessions. This is necessary as a safeguard against bad conversations that would otherwise significantly degrade system performance. One example of a bad conversation is a call loop where a call gets transferred between two numbers in an infinite loop (until the caller eventually disconnects). This may result in thousands of updates to the conversation in a short amount of time. Safeguards against this are in place in multiple parts of the processing chain; they include:
- Terminating a conversation after 1000 events in analytics
- Terminating a conversation after 100 communications
- Terminating a conversation after 250 segments
Another situation that I would guess you might be running into is that external participants are converted to customer participants when they are associated to a queueID. In other words, when the external participant becomes relevant to an ACD queue, they become a customer participant. Your 10th entry may be what typically transfers them into queue which could be what you're referring to as merged/replaced behavior.
system | 2022-07-23 12:53:33 UTC | #3
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