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  • 1.  In Queue performance vs Queue Interactions report mismatch counts

    Posted 01-28-2024 11:15

    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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  • 2.  RE: In Queue performance vs Queue Interactions report mismatch counts

    Top 25 Contributor
    Posted 01-28-2024 15:50

    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
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    Original Message


  • 3.  RE: In Queue performance vs Queue Interactions report mismatch counts

    Posted 01-29-2024 14:47

    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.
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    Original Message


  • 4.  RE: In Queue performance vs Queue Interactions report mismatch counts

    GENESYS
    Posted 2 days ago

    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


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