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The Queue Wrap-Up Summary Report was on the Genesys release notes this week. Will this provide data retroactively to the beginning on the year? We have been using the Wrap Up Performance, but have noticed that numbers are not matching up to what we export via interactions, so would like this historical data to see if this is working better.
The Queue Wrap-Up view will support historical data prior to the release of this feature; it will operate similarly to the Wrap-Up Performance views. Without looking into your particular situation, one possible case for a mismatch between Interactions and Wrap-Up Performance (and now Queue Wrap-Up) is that the data in the Interactions view/export is filtered based on the conversation start datetime, whereas in the wrap-up views, it's based on when the data itself was emitted, so when each instance of wrap-up was completed. These may fall into different time windows. Hope that helps!
Thanks for the response on this! We are looking at it aggregately on a monthly basis, so I don't believe this would impact it to the extend we are seeing.
We are looking at this from a monthly perspective and found a partial reason why it's not matching, but believe there is another piece we can't find. Are there additional filters that wrap up code performance is considering that are interactions may not be considering?
Transferred interactions, or other interactions that have multiple wrap-up sessions, could also be a factor, but the best path forward would be to go through Customer Care. They can help you triage this and account for the difference. It's difficult to say what could be happening without looking at the data.
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