Genesys Cloud - Main

Hello Community,

I hope you are all doing well. I am reaching out to request your assistance with a technical investigation regarding email metrics.

We are currently trying to clarify why certain emails are being recorded as a "flow out" despite being successfully answered by an agent. This behavior seems to occur when an email is waiting in queue and another participant (or the original sender) replies to the same thread before an agent picks it up.

Based on our research, we understand the following:

1. Initial Interaction: When a customer sends an email, a Conversation ID is created.

2. Thread Update: If a new reply arrives while the original email is still in queue, Genesys detects it as part of the same conversation thread.

3. Interaction Consolidation: To maintain thread consistency, the system "merges" or updates the entry. The original work item in the queue is then marked as a flow out because it was replaced or updated by the new incoming message, ensuring the agent receives the full history in a single interaction.

4. Metric Impact: The original entry is flagged as a flow out because it "exited" the queue without being answered as a standalone entity, having been absorbed by the thread update.

Our main question is: Is there any official documentation or Resource Center article that specifically explains or supports this behavior? We have encountered cases where the offered metric (nOffered) is missing, but the flow out (nFlowout) is recorded, which impacts our performance reporting.

Any insights, documentation links, or technical explanations would be greatly appreciated.

Best regards,

Hello Angel,

I would recommend reaching out to Product Support so that they can see what exactly is triggering the flow out on these interactions. If you do, please share the case number so that I can monitor the issue internally as well.

"Hi Jason Kleitz, good morning.

Regarding case number 0003958235, the support team has confirmed that the scenario described is correct, and they have indicated that this is an issue with the platform itself."

Hello Angel,

I'll be your primary point of contact as we work towards a resolution. My name is Benjamin, and I'm the designated owner for case. I want to make sure I understand your concern correctly. From what you've described, you have questions on metrics. Is that accurate? 

Thank you for your detailed inquiry about email metrics and flow out behavior. I can provide some clarity on this situation based on our documentation and confirmed cases.

Your understanding of the behavior is correct, and this has been officially documented and confirmed in case #0003584840. Here's what we know:

1. Current Behavior Confirmation

• The behavior you've described is a known scenario in the system
• It specifically occurs with email interactions where follow-up messages arrive before agent handling
• The system's handling of thread updates does indeed result in flow outs being recorded

1. Impact on Metrics

• This behavior affects both Flow Out and Answer metrics for emails
• The current analytics logic considers the original interaction as "flowed out" when the thread is updated
• This can lead to discrepancies where:
  • nOffered metrics may be missing
  • nFlowout is recorded despite successful handling
  • These metrics are currently considered unreliable for email interactions in these scenarios

1. Technical Background

• The system prioritizes maintaining thread consistency
• When new messages arrive, they are merged into the existing conversation
• The original queue entry is marked as a flow out due to the system's handling of thread updates

1. Current Status

• This is a known limitation in the current implementation
• There isn't a simple workaround available at this time
• An Aha Idea has been submitted to improve this behavior

For the most up-to-date metrics information, you can reference:

• The Analytics API documentation in the Developer Center
• The Queues Performance Summary view
• The Queue Performance Detail view

It's worth noting that this behavior is particularly common in email interactions due to the asynchronous nature of email communications, where follow-up messages can arrive while the original is still in queue.

Related:

https://genesyscloud.aha.io/ideas/ideas/DARAR-I-2206

https://developer.genesys.cloud/analyticsdatamanagement/analytics/metrics

https://help.mypurecloud.com/releasenote/may-2-2018/

https://developer.genesys.cloud/analyticsdatamanagement/analytics/aggregate/transcripts-query