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  • 1.  Total voicemail display in interaction's view not equal to the voicemail duration received in inbox

    Posted 09-09-2024 06:52
    Hello,
    I have an example of an interaction where the length of the voice message left by the customer is 38 seconds. But when the message is received in the inbox, it's truncated. It lasts 11 seconds. 
    After investigation, the recording was cut by a manual action by the customer when leaving his message.
    But I don't understand why there is this difference in duration between the interaction view (image2) and the inbox (image1).
    Thanks in advance if you any idea on this issue
    Regards,

    #Reporting/Analytics
    #Telephony

    ------------------------------
    Mamadou DIOP
    CERITEK
    ------------------------------


  • 2.  RE: Total voicemail display in interaction's view not equal to the voicemail duration received in inbox

    Posted 09-09-2024 07:23

    Hi Mamadou,

    Note that the Total voicemail metric in the reports is measuring the total time spent by caller in the voicemail, not the length of the voicemail message left.

    You can verify this by checking the interaction details timeline and you'll see Total Voicemail metric matches the voicemail session length of the call.

    Refer to this documentation here: Conversation Data Model (genesys.cloud)

    Specific metric is tVoicemail





    ------------------------------
    Niel Vicente
    DAMAC Properties Co. LLC
    ------------------------------



  • 3.  RE: Total voicemail display in interaction's view not equal to the voicemail duration received in inbox

    Posted 09-09-2024 08:21

    Hello Niel,

    Thank you for your response. 

    Yes, I know about the Total Voicemail metric. I checked it with my example. It represents the total time spent by the caller in voicemail. And it includes the length of the voicemail message left by the caller. But when I consult the inbox (on the left of the interface), the duration of this voicemail message is truncated. It doesn't correspond to the length of the voice message left by the caller. Hence my questions. How is this possible?

    Are you any idea of this case.

    Thanks,

    Mamadou



    ------------------------------
    Mamadou DIOP
    CERITEK
    ------------------------------



  • 4.  RE: Total voicemail display in interaction's view not equal to the voicemail duration received in inbox
    Best Answer

    Posted 09-09-2024 10:11

    Hi Mamadou,


    I was able to replicate this.

    While the entire message was in the interaction details recording, any keypad press from caller during the message will trigger the truncation of the VM once it hits user mailbox.

    I don't see anything in the Resource Center regarding this. I recommend you open a ticket with Product Support to validate expected behavior in this situation.



    ------------------------------
    Niel Vicente
    DAMAC Properties Co. LLC
    ------------------------------



  • 5.  RE: Total voicemail display in interaction's view not equal to the voicemail duration received in inbox

    Posted 09-10-2024 02:45

    Good day Niel,

    I also make the test in my side and I get the same result to you. As you suggest, a ticket has been open with the support for more validation.

    Thanks

    Regards,



    ------------------------------
    Mamadou DIOP
    CERITEK
    ------------------------------



  • 6.  RE: Total voicemail display in interaction's view not equal to the voicemail duration received in inbox

    Posted 09-11-2024 17:43

    Hi Niel,

    For information, the behavior noticed in this situation is validated by the Product Support. And for now, there is no way to avoid this. I created an idea regarding this case via this link https://genesyscloud.ideas.aha.io/ideas/SSAAOB-I-194. I hope it will be considere nextly.

    Regards,



    ------------------------------
    Mamadou DIOP
    CERITEK
    ------------------------------



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