Genesys Cloud - Main

I'm attempting to recreate the calls offered and answered numbers present in the Queue Performance table. I have accurate data pulled from the Genesys Conversations API. I'm trying to determine calls answered by counting the number of instances of the 'tAnswered' metric in my data. Out of about 200k answered calls per month, the data from the API overestimates this by about 3-5 calls per month. I've drilled through to the exact queue and exact half hour block (i.e., on Nov. 8th 2024 Queue A had 27 answered calls according to the API data, and 26 according to Queue Performance). These conversations aren't pushed down to a later time block or date, they just aren't being counted - and I can't determine which conversation within that block is the one that Queue Performance isn't counting because it won't drill through any more into individual conversations.

I looked at all conversation IDs that my API identifies as an answered call and attempted to look for any indication in the Interactions table why these calls weren't considered Answered or Offered, and I wasn't able to find any conclusive pattern. Of all the conversations that look like plausible candidates for this exclusion, one conversation from my API had more than one tAnswered, another showed an error in the Interactions column, another showed an outcome failure. The metrics (talk, handle, wait) are still being considered from what I can tell since my numbers for those metrics match exactly, but these call volume numbers don't reflect such conversations ever happening when the sessions and metrics data says otherwise.

I'm not sure why these conversations are not being counted towards call volume, any help would be appreciated so I can account for these differences in my reporting.

Thanks,

Bill

#AnalyticsAPI
#Calculations
#Metrics
#PerformanceViews

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William Radovich
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Hi William,

I would raise this with Genesys Customer Care to investigate and provide the examples you have. As long as the API call being used is the same as the one in the Performance view it should have the same numbers.  But without being able to see the example, it would be hard to tell why it is different.

Data Perspective on the Developer Center gives a bit more detail on the difference between Aggregate and Detail queries, as the Queue Performance is using an aggregate query and I am not sure which query you are using.

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 04-24-2025 10:32
From: William Radovich
Subject: Conversations missing from calls offered/answered

I'm attempting to recreate the calls offered and answered numbers present in the Queue Performance table. I have accurate data pulled from the Genesys Conversations API. I'm trying to determine calls answered by counting the number of instances of the 'tAnswered' metric in my data. Out of about 200k answered calls per month, the data from the API overestimates this by about 3-5 calls per month. I've drilled through to the exact queue and exact half hour block (i.e., on Nov. 8th 2024 Queue A had 27 answered calls according to the API data, and 26 according to Queue Performance). These conversations aren't pushed down to a later time block or date, they just aren't being counted - and I can't determine which conversation within that block is the one that Queue Performance isn't counting because it won't drill through any more into individual conversations.

I looked at all conversation IDs that my API identifies as an answered call and attempted to look for any indication in the Interactions table why these calls weren't considered Answered or Offered, and I wasn't able to find any conclusive pattern. Of all the conversations that look like plausible candidates for this exclusion, one conversation from my API had more than one tAnswered, another showed an error in the Interactions column, another showed an outcome failure. The metrics (talk, handle, wait) are still being considered from what I can tell since my numbers for those metrics match exactly, but these call volume numbers don't reflect such conversations ever happening when the sessions and metrics data says otherwise.

I'm not sure why these conversations are not being counted towards call volume, any help would be appreciated so I can account for these differences in my reporting.

Thanks,

Bill

#AnalyticsAPI
#Calculations
#Metrics
#PerformanceViews

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William Radovich
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