Hi Karthi,
Another thing to consider is the times they were offered vs the interaction start time.
Queue Summary is an aggregate query, so is looking for metrics that happened during the timeframe selected, where as Queue Interactions is a details query so is looking for interactions that started during the timeframe selected. If an interaction started outside of the time frame selected, but was offered during it, then this may be the difference you see.
An explanation of the difference between Aggregate and Detail metrics on the Developer Center is available here: Data Perspective
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Samuel Jillard
Sr. Technical Support Engineer
Genesys - Employees
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Original Message:
Sent: 01-29-2024 14:47
From: Karthi Elumalai
Subject: In Queue performance vs Queue Interactions report mismatch counts
Let assume, Queue summary show as answered count is 4800 than Queue Interactions has to give 4800 individual interaction/Conversation IDs but Actual
Queue performance Answer 4800 > Queue interaction answered 4650. I hope this clear our concern.
Thank you!!
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Karthi Elumalai
Servion Global Solutions Inc.
Original Message:
Sent: 01-28-2024 15:50
From: Lawrence Drayton
Subject: In Queue performance vs Queue Interactions report mismatch counts
Hey Karthi,
This could be because customers have ABN, the flow has DC them before being offered to an agent etc.
The main difference here is the amount of interactions that were assigned to a queue, and then interactions that were alerted/offered to an agent. Thought, I can't be 100% without knowing some more detail
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Lawrence Drayton
Prvidr Pty Ltd
Original Message:
Sent: 01-28-2024 11:14
From: Karthi Elumalai
Subject: In Queue performance vs Queue Interactions report mismatch counts
We observed queue performance vs Interactions (Queue) reports a mismatch.
Queue offered : 9700
Queue interactions offered : 9300
Note: Both post query using UTZ time zone instead of Genesys cloud region time zone.
#Reporting/Analytics
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Karthi Elumalai
Servion Global Solutions Inc.
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