Genesys Cloud - Main

Hello,

stats exported from api /api/v2/analytics/conversations/details/query don't give the figures we get when we look at performance on genesys.
 we always have a discrepancy that we can't identify. the problem arises mainly for email-type interactions with several exchanges on the same interaction (sending and replies).
how can we get the right reports out of the APIs?

thank you

#API/Integrations
#DigitalChannels
#Reporting/Analytics

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Rihab
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Hello Rihab, 

I am going to have to look into this. Please remember this endpoint is asyncronous and there could be a delay you are experiencing as well. I would also post this into the dev forums as well to get the maximum amount of help. 

Cheers, 

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Cameron
Online Community Manager/Moderator
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You have to look at email differently than voice calls.  Emails can have threads that go over a 30 day period that the session is kept open for.  Also, emails can be kept open with the agent over longer periods that span reporting intervals.  Also, there can be a lot of time between threads where either the agent or the customer can't reply immediately.  The new Email Performance view helps to reconcile some of this, but with the API, you get empirical data that has to be reconstructed into the stats you see in the views that have gone through a lot of algorithms behind the scenes in Elastic Search to get the views you see in the UI.  Then with the API, you have a difference between what is in the real-time data lake and what is in the jobs data lake.  

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