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

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

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

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.

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

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

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,

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.

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

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