Genesys Cloud - Main

Hello, 

When auditing a campaign after completion I generally export the list for system and agent wrap up codes. I use the counts specifically. However we have 1 campaign that has different options than all the others. For example, the others all have a long string of letters and numbers that indicate the dialer reached voicemail. But on this list that option is missing but has ININ-OUTBOUND-MACHINE. Now I know that this cannot be tracking the same data, because the companion export (that uses the long string of letters numbers) has a much higher count when the list size is the same. There are a few other wrap up codes that are also different. 

Can someone explain how I would make the exports all be uniform? When looking at campaign rules they all look the same to me. 

#Outbound
#Reporting/Analytics

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Jasey Jones
National Relief Charities
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Jasey,

I cannot shed any light on to why they are different, but I can explain the "long string of letters and numbers".

Behind the scenes, everything in Genesys Cloud is identified by what is known as a Globally Unique IDentifier (GUID) which is that string you refer to. You will see Interaction IDs look like this. If you open up the definition of a user, or a Queue (or just about anything!) from the Admin page, you will see them embedded within the URL.

Do you have the CLI utilities installed? If so, you can export a list of just about  anything to translate GUIDs into names (or vice versa). If not, you can use the API, but then you will have to do some manipulation to convert the JSON into something more human-friendly.

I will leave it to others to explain the inconsistent behavior.

HTH

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Paul Simpson
Eventus Solutions Group
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Hello Jasey,

For this issue, it's best to have support take a look at your report.  Nothing common comes to mind why you may be seeing what you're seeing.  We'll need to dive into the actual data to see what's happening which we can't do through a public forum.  If you are seeing UUIDs, is it a particularly old campaign?  Have you deleted wrap up codes in the past?  Like Paul mentioned, the backend stores many of its data points as UUIDs which reports will resolve to their readable name.  If that UUID doesn't exist (eg. it was deleted), it'll display the UUID.  Deleted wrap up codes can be resolved for quite a while, but there is a cap where they'll eventually lose their name reference.

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Ryan Legner
Staff Product Manager, Genesys Cloud CX
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