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Why do we see yesterdays emails when we filter on todays date?

  • 1.  Why do we see yesterdays emails when we filter on todays date?

    Posted 11-10-2022 22:46
    Hi there GC Community

    When we filter on email interactions with a date range of TODAY (12.00AM 11th November to 12.00AM 12th November), the results include interactions with a start date of 10.37am 10th November. This is a 13.5 hour difference in the selected start range.

    If we change the filter to YESTERDAY we get the same result, an additional 13.5 hours of results that shouldn't be included in the date range.

    Does anyone have any insight they can share?


    Thanks in advance.
    #Omni-ChannelDesktop/UserInterface
    #Reporting/Analytics
    #SystemAdministration
    #Unsure/Other

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    Brett Hartley
    AFSA (Australian Financial Security Authority)
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  • 2.  RE: Why do we see yesterdays emails when we filter on todays date?

    Posted 11-11-2022 10:09
    Edited by Robert Wakefield-Carl 11-11-2022 10:09
    Brett, 

    All Data in Genesys Cloud is in GMT time, but everything in the Views is related to the time zone of your local machine or browser override setting.  +13.5 hours would put you in Somoa, but it looks like you in AUS, which should be +12 GMT.  Check your time in Windows and in the browser.  Here is a link in Chrome:  How to change Time Zone in Chrome for Testing | BrowserStack

    Let us know what you come up with.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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    Original Message


  • 3.  RE: Why do we see yesterdays emails when we filter on todays date?

    Posted 11-11-2022 10:09
    Sounds to me like a time zone issue.... Would you happen to be 13.5 hours offset from UTC?

    HTH

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    Paul Simpson
    Eventus Solutions Group
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    Original Message


  • 4.  RE: Why do we see yesterdays emails when we filter on todays date?

    GENESYS
    Posted 11-14-2022 11:22
    Are you expecting the interval filter to be filtering on start date?  The interval filter is looking for conversations that match your criteria that are active within the interval you're supplying.  The screenshot is showing these conversations have activity into the 11th, so they will show up on a search for both the 10th and 11th assuming the rest of the filter criteria also match.

    There is a technical limitation that can surface when looking for conversations that span for multiple days.  There's a requirement where the search must include the GMT day the conversation started in order for it to return in search results.  The interval doesn't need to cross the conversations start date precisly, the actual day just needs to be included because conversations are indexed by day.  This is largely why some will take this as platform is only searching on start date, but the actual limitation is more nuanced.  This article explains this limitation in more detail with some query examples: https://developer.genesys.cloud/analyticsdatamanagement/analytics/detail/#elements-of-the-query

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    Ryan Legner
    Staff Product Manager, Genesys Cloud CX
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    Original Message


  • 5.  RE: Why do we see yesterdays emails when we filter on todays date?

    Posted 11-14-2022 20:36
    Hi @Brett Hartley,

    ​I've just noticed this too - the date filtering has gone weird just recently.

    Also based in Australia (GMT+1000) - the 'today' filter is showing items from yesterday after 10am. 

    So it seems like it's showing yesterday after 10am as well as all of today.

    Previously we've never had to consider timezones, and the system is in the correct timezone (as it's pre-selected Australia/Brisbane in the Export section)



    ------------------------------
    Jeff
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    Original Message


  • 6.  RE: Why do we see yesterdays emails when we filter on todays date?

    Posted 11-14-2022 23:07

    Hi all

     

    Thanks for your responses.

     

    I can confirm that my Windows and browser timezones are correct (GMT +10:30) for Adelaide daylight savings time.

     

    As per @Jeff Hoogkamer - export section is pre-selected with the same timezone:

     

    I'm still not sure about the results even with the additional information provided by @Ryan Legner who states that "…The screenshot is showing these conversations have activity into the 11th, so they will show up on a search for both the 10th and 11th…"

     

    For example, when I filter on email interactions with an interval filter for the 11th November we see interactions going back to 10.30am on the 10th (original post). If I look at some of the interactions which had start dates an hour earlier (09.38am 10th November) we see that these interactions were active into the original interval (11th Nov) but are not shown on the results, I have to change the interval to the 10th November to see them;

     

    In these five examples below, they were all active and spanned across the original interval (11 November 12.00am to 12 November 12.00am), but they didn't appear in the results for that interval (11th Nov). To see these I need to change the interval to the 10th Nov. 

     

     

    ​@Ryan Legner have I misunderstood your explanation?​​

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    Brett Hartley
    AFSA (Australian Financial Security Authority)
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    Original Message


  • 7.  RE: Why do we see yesterdays emails when we filter on todays date?

    GENESYS
    Posted 11-15-2022 09:49
    Did you read through the article I linked?  https://developer.genesys.cloud/analyticsdatamanagement/analytics/detail/#elements-of-the-query

    Judging by the business location of AFSA, you're in the AEDT time zone.  10:30AM AEDT = 12:30AM GMT.  A query for 10:30 AM doesn't cross into the 10th at all which is why conversations that started on the 10th will not return in your result set.  Once you back it off an hour, the GMT interval's start time crossed into the 10th which is why conversations from the 10th begin to show up.  This is the limitation the article I linked is explaining.

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    Ryan Legner
    Staff Product Manager, Genesys Cloud CX
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    Original Message


  • 8.  RE: Why do we see yesterdays emails when we filter on todays date?

    Posted 11-15-2022 18:51

    Sorry @Ryan Legner,  we are not all developers and understand how the API works - and quite frankly we shouldn't have to to use the standard user interface.

    This behaviour appears to only started occurring within the last week or so - I've never had this issue before with different start dates (and I'm sure @Brett Hartley has the same experience too).

    Previously an email interaction search for a specific day would show the interactions starting for that day - regardless of the subsequent activity or end time.


    The Genesys Resource Center states "The date range filter applies to when interactions start. Current interactions that started before the date range do not appear in the interactions list." so you can see how this new behaviour is now confusing.


    Expecting customers to consider how the API works and adjust our understanding of time zones just to make results appear as they used is not very user friendly.

    ​

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    Jeff
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    Original Message


  • 9.  RE: Why do we see yesterdays emails when we filter on todays date?

    Posted 11-15-2022 21:51
    Hi @Ryan Legner, yes I did read the article. Couldn't see a reference to GMT, only in your initial response.

    Have to say that for a non-developer end user, using the Genesys UI, this isn't easy to understand what the system is doing​ and makes it frustrating for support/reporting staff to understand the results that the system returns.

    Its a shame that the end user doesn't see logical results without having to understand all the back-end nuances, let alone explain it to other users.

    Thank you anyway for spending the time on this post.

    Thanks @Jeff Hoogkamer and others for your contributions.

    Cheers​

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    Brett Hartley
    AFSA (Australian Financial Security Authority)
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    Original Message


  • 10.  RE: Why do we see yesterdays emails when we filter on todays date?

    GENESYS
    Posted 11-16-2022 15:46
    I agree. This is difficult limitation to understand and even more difficult to navigate as an end user. The product team is always searching for the right intersection of delivering data in realtime that scales to the businesses needs at the right cost. The limitation I outlined is a known pain point that receives focus as we discuss future visions for the platform. We'll continue to explore future solutions that will alleviate these types of issues that affect the user's experience.

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    Ryan Legner
    Staff Product Manager, Genesys Cloud CX
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    Original Message


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