Genesys Cloud - Main

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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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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@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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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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