Henry.Zambrano | 2021-04-22 22:49:58 UTC | #1
Hello, for some conversations (this only happens to just a few conversations/evaluations) when getting the conversation details using the regular/sync method /api/v2/analytics/conversations/details/query I get the conversation info in addition to the following evaluation information (if it has an evaluation, of course):
"evaluations": [ { "contextId": "f32134b6-d96e-45f4-a7f9-a04cc95a6286", "evaluationId": "389f6d7d-3936-48ea-beef-462a9ae8640d", "evaluatorId": "5b7a2926-8e21-4c1f-8026-a7e7b33731b3", "eventTime": "2021-04-20T17:37:26.396Z", "formId": "690022ec-bc83-4694-96f7-165ee312760d", "formName": "OPS CS & Tech Call Evaluations", "queueId": "727e19bd-b055-4180-aff2-6f4fbbc6a86d", "rescored": false, "userId": "9c11706e-0efa-4bcf-a40d-2e81a3efd5f7", "oTotalCriticalScore": 100, "oTotalScore": 91 } ]
As you can see, the response includes the evaluation metrics "oTotalScore" and "oTotalCriticalScore", however when using the Async method /api/v2/analytics/conversations/details/jobs when the job is fulfilled and I get the results, for the same conversation and evaluation I get:
"evaluations": [ { "contextId": "f32134b6-d96e-45f4-a7f9-a04cc95a6286", "evaluationId": "389f6d7d-3936-48ea-beef-462a9ae8640d", "evaluatorId": "5b7a2926-8e21-4c1f-8026-a7e7b33731b3", "eventTime": "2021-04-20T17:37:26.396Z", "formId": "690022ec-bc83-4694-96f7-165ee312760d", "formName": "OPS CS & Tech Call Evaluations", "queueId": "727e19bd-b055-4180-aff2-6f4fbbc6a86d", "rescored": false, "userId": "9c11706e-0efa-4bcf-a40d-2e81a3efd5f7" } ]
As you can see, "oTotalScore" and "oTotalCriticalScore" are missing for the same conversation and evaluation (same conversation ID and Evaluation ID). Of course the evaluation is finished otherwise I couldn't see its score using the sync method. Is this an error that I should report to Genesys Care? I don't think is the expected behavior because this happens to just a few conversations and evaluations. This happens to both, evaluations submitted recently and evaluations submitted several months ago.
Thanks.
Henry.Zambrano | 2021-04-22 19:46:37 UTC | #2
I just noticed that this is also happening with the metric "formName": usually I get it but sometimes it's missing in the async method response.
anon11147534 | 2021-04-23 08:11:16 UTC | #3
Hi,
Yes I think reporting this issue to Care is the best way to go. They'll be able to look into the cause of the missing data.
Henry.Zambrano | 2021-05-05 19:32:46 UTC | #4
Just to put here the last update I got from Genesys:
"Data lake is updated at least once a day, so there would be a slight delay for recent evaluations to be available. However this delay shouldn’t span 4 months, that is unusual. I’ve been seeing an increase number of customers report that evaluation data is incomplete in the conversation detail record. However, development hasn’t been able to determine the root cause, but did put in a process to automatically fix the missing data on recent conversations. If the customer is looking for the evaluation data, they are better off using the Quality API endpoints to pull this data (/api/v2/quality/evaluations/query). Quality service pushes data to analytics conversation details, so the quality endpoints will always have the most up to date information on evaluations."
They mention that "Quality service pushes data to analytics conversation details" however I do see the evaluation score in Analytics but I do need to use the sync method because the problem only happens when using the async method endpoint.
Anyway, the recommendation is to use the other endpoint that they suggested.
system | 2021-06-04 19:32:48 UTC | #5
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