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  • 1.  Content Search - Multiple of the same interaction

    Posted 08-28-2023 04:01
    No replies, thread closed.

    Hi all,

    Just wondering whether this is a bug or it's intentionally setup like this?  When we use a Content Search, all of our Message interactions seem to be appearing for every single sentence sent by an agent, not just a full interaction?  When we search Voice Queues, they all appear normally(each individual interaction), but Message interactions though, it comes through like this..

    These are all the same interaction, but it's showing multiple times.  Why are message interactions showing duplicates, whilst voice are showing a complete interaction?

    #Reporting/Analytics

    ------------------------------
    Robert Niblock
    APM
    ------------------------------


  • 2.  RE: Content Search - Multiple of the same interaction

    Posted 08-29-2023 11:12
    No replies, thread closed.

    Hi Robert,

    We are looking to fix this on our end. It is a known issue. 

    Currently, each back-and-forth between the agent and customer is assigned a unique transcript ID, and all these transcript IDs fall under the same interaction ID. The way Content Search is configured, it shows every transcriptId as a new row. 



    ------------------------------
    Anik Dey
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Content Search - Multiple of the same interaction

    Posted 08-29-2023 20:56
    No replies, thread closed.

    Thank you Anik.

    Glad to know Genesys are looking for a fix for this.  It certainly makes reporting on interactions a little more difficult.  Is there any estimated timeframe for a fix to be rolled out? 



    ------------------------------
    Robert Niblock
    APM
    ------------------------------

    Original Message


  • 4.  RE: Content Search - Multiple of the same interaction

    Posted 08-30-2023 10:27
    No replies, thread closed.

    We are expecting to fix this by Q4, 2023. Stay tuned for further updates.



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    Anik Dey
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: Content Search - Multiple of the same interaction

    Posted 08-30-2023 13:45
    No replies, thread closed.

    Hi @Robert Niblock, 

    You have an answer to your question on the latest Q&A Show found here! 

    Hope this helps you out.



    ------------------------------
    Nicole Milliken
    Genesys - Employees
    ------------------------------

    Original Message


  • 6.  RE: Content Search - Multiple of the same interaction

    Posted 09-01-2023 00:27
    No replies, thread closed.

    Thank you @Nicole Milliken, I was surprised to see my question make an appearance on the show :)  I appreciate their input on the matter.

    To answer their query, I've attached a screen shot of the interaction ID's, but I think Anik has already given me some insight into a fix for the issue.

    Just to clarify, this is filtered by all Message interactions in Content Search using English (AU) for September 1st (today).
    For voice, we don't see duplicate interactions unlike Message interactions.  Most of our reporting would be require the result of a word and the number of individual interactions that was said.  I've told management for the moment they can export their data via Excel with the conversation ID's and then remove the duplicate ID's so we can report on individual interactions, not individual responses/messages.


    ------------------------------
    Robert Niblock
    APM
    ------------------------------

    Original Message


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