Scott_Crockford | 2023-03-14 18:00:07 UTC | #1
Hello,
If I pull the conversation details for a specific call I see these metrics for one of the sessions:
{ "emitDate": "2023-01-31T02:03:12.898Z", "name": "tAnswered", "value": 123298 }, { "emitDate": "2023-01-31T02:04:47.197Z", "name": "nError", "value": 1 }, { "emitDate": "2023-01-31T02:04:47.197Z", "name": "tTalk", "value": 94299 }, { "emitDate": "2023-01-31T02:04:47.197Z", "name": "tTalkComplete", "value": 94299 }, { "emitDate": "2023-01-31T02:07:51.712Z", "name": "tAcw", "value": 185000 }, { "emitDate": "2023-01-31T02:07:51.712Z", "name": "tHandle", "value": 278814 }
When i do a conversation aggregate query that will include the tHandle, tTalkComplete, and nError metrics for this call, I only see the nError metric in the result:
sample query: { "filter": { "type": "and", "clauses": [ { "type": "or", "predicates": [ { "dimension": "mediaType", "value": "voice" } ] }, { "type": "or", "predicates": [ { "dimension": "wrapUpCode", "value": "9e9cfccd-5e18-45f9-a9b2-b59c53521adb" } ] } ] }, "metrics": [ "tHandle", "tTalkComplete", "tHeldComplete", "tAcw", "nError" ], "groupBy": [ "queueId", "wrapUpCode" ], "interval": "2023-01-30T05:00:00.000Z/2023-01-31T05:00:00.000Z" }
sample result: "group": { "mediaType": "voice", "queueId": "c9b1ae9c-5781-4614-a6d3-65ee0874ade3", "wrapUpCode": "9e9cfccd-5e18-45f9-a9b2-b59c53521adb" }, "data": [ { "interval": "2023-01-30T05:00:00.000Z/2023-01-31T05:00:00.000Z", "metrics": [ { "metric": "nError", "stats": { "count": 1 } } ] } ] }
Why would I not see the tHandle, or tTalkComplete in the results? The user did have time on that call.
Here is the corresponding segment with the error:
{ "conference": false, "disconnectType": "peer", "errorCode": "error.ininedgecontrol.session.inactive", "queueId": "c9b1ae9c-5781-4614-a6d3-65ee0874ade3", "requestedLanguageId": "3b1652b0-c819-47c0-ab29-aa2967988cd6", "requestedRoutingSkillIds": [ "de66d1f1-51dd-46ad-88a0-f0c397d4030c" ], "segmentEnd": "2023-01-31T02:07:53.094Z", "segmentStart": "2023-01-31T02:04:47.094Z", "segmentType": "wrapup", "wrapUpCode": "9e9cfccd-5e18-45f9-a9b2-b59c53521adb" }
tim.smith | 2023-03-14 18:03:12 UTC | #2
Metrics are only returned if data exists for the metric. If you believe that the data is incorrect, please open a case with Genesys Cloud Care to investigate further as customer-specific data cannot be investigated via the forum.
system | 2023-04-14 18:03:17 UTC | #3
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