Genesys Cloud - Main

Hello

I've noticed that sessions involving preview time present differently in the api data.   For example it seems like preview has its own segment in which ttalk is the duration in which the agent takes the record to the time they disposition it.  There is another segment in the session that is just ttalk (which matches the duration of the call recording).  The biggest issue I have is that ttalk in the segment with the wrap code is not the time they were actually talking.  Is there a way to distinguish these two segments?  It makes reporting awkward as I have to explain to the reporting analysts that ttalk in the wrapped up segment is not the actual talk time.   Please correct me if I have anything confused here.

Hi Devin,

To help us best answer this question, could you please provide a screenshot illustrating an example?

Thanks,

Christa

Thanks for responding.

The recording shows 63 seconds


The data from the conversation api shows 2 segments:  one segment has 63 seconds ttalk, the other segment has 127 seconds ttalk.   If the recording is only 63 seconds I can't explain why there is a segment with higher ttalk.   Let me know what else I can provide.

Hi Devin,

The recording for my outbound preview call looks different from yours, but it's difficult to say why without more investigation and more details of this call. I think for that level of analysis, I would recommend opening a support case.

Generally, when we are talking about the sessions for an outbound preview call in the api data, you will see two segments for the agent; one is voice and one is the callback segment. You would look at the media types to distinguish these two segments (mediaType: callback vs mediaType:voice).