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  • 1.  Missing Participant End Time - Interaction Timeline Cuts Off

    Posted 12-24-2024 10:40
    No replies, thread closed.

    Hello, my company is using the Message channel to receive chat interactions from customers. We gather reporting through the Genesys API, and I have come across multiple chat interactions missing "end time" from the participants data. Upon review in Genesys Cloud, the timeline on these interactions seems to stop while the conversation/transcript continues on. The telecom team I work with said they are submitting a ticket to Genesys. I am unsure how long that will take and hoping to address promptly.

    Several thoughts from my end:

    -It looks like the agent and customer both "left" the chat (question marks in my 2nd screenshot below). This does not seem like expected behavior, and I wonder if this is driving the issue.

    -Is there a limit to how many times an interaction can be placed on hold or other statuses causing the timeline to stop recording? Our chat agents have 3 concurrency and bounce back and forth between open interactions. This applies a Hold segment each time the agent is away from the chat assisting a different customer.

    Example Timeline:

    Example Transcript:

    #Unsure/Other

    ------------------------------
    John Ohlund
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  • 2.  RE: Missing Participant End Time - Interaction Timeline Cuts Off
    Best Answer

    Posted 12-31-2024 19:51
    No replies, thread closed.

    Remember that messaging is asynchronous and sessions will stay open for up to 72 hours of no response on either side (though you can mitigate this in different ways).  Most likely, the agent ended the conversation, but the session stayed open on the customer side - perhaps they just left that page open or the browser session is still active.  Unless you disconnect the session, those will have to wait for the 72-hour timeout.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Missing Participant End Time - Interaction Timeline Cuts Off

    Posted 01-17-2025 12:34
    Edited by Jason Kleitz 08-11-2025 09:49
    No replies, thread closed.

    Hi @Robert Wakefield-Carl, thank you for the feedback.

    I believe this example is different than a timeout or agent/customer leaving the chat open. You can see the transcript continue on with the agent and customer sending messages (2nd screenshot in original post). The interaction does close out same day but for whatever reason the timeline stopped logging the events much earlier.

    ------------------------------
    John Ohlund
    ------------------------------

    Original Message


  • 4.  RE: Missing Participant End Time - Interaction Timeline Cuts Off

    Posted 01-17-2025 12:35
    No replies, thread closed.

    We have seen the same on several chat interactions. Genesys has not responded yet with any next steps.



    ------------------------------
    John Ohlund
    ------------------------------

    Original Message


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