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  • 1.  Web Messenger Content Search Results Duplication

    Posted 01-30-2023 13:59
    No replies, thread closed.
    Hello,

    I'm wondering what is the cause of content search results for Web Messenger show duplicated results? i.e. One chat conversation between customer and agent but multiple search results are returned with all the same data (date, time, conversation ID), with the exception of transcript ID which is unique for each of of the results.
    #QualityManagement

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    Abiramraj Selvaratnam
    O2E Brands Inc
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  • 2.  RE: Web Messenger Content Search Results Duplication

    Posted 04-28-2023 12:40
    No replies, thread closed.

    Did you contact Support to have them look into what you are experiencing?



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    George Ganahl GCP (Genesys Cloud), CCXP
    Principal PS Consultant
    Genesys
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    Original Message


  • 3.  RE: Web Messenger Content Search Results Duplication

    Posted 09-08-2024 21:20
    No replies, thread closed.

    @Abiramraj Selvaratnam Did you end up raising a case and getting a response?

    We are seeing the same thing, the same conversation id on several results, like it is 1 result per message, rather than 1 per conversation. 



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    Anton Vroon
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    Original Message


  • 4.  RE: Web Messenger Content Search Results Duplication

    Posted 10-03-2024 10:01
    No replies, thread closed.

    Hi.  I recently found this when looking into this very issue: 

    A conversation and a transcript are not on a 1:1 correlation. A conversation can have multiple transcripts within it. For example, for digital conversations, each message is generated as a separate transcript.

    Heather 



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    Heather Henderson
    Admiral Group Plc
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    Original Message


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