Hi Jean
At a high level and to try to keep it simple, for an inbound voice call you should see the customer's segment stretch almost the entire length of the call at the top of the timeline. Essentially in answer to your first question, yes you read it from top to bottom.
Then you'd work your way down from there, starting off at one or more IVR segments which represent your Architect flow(s)
Then you'd see what queue the call went into.
Then you'd see a row for each agent that was involved in that call. That will include any agent that didn't answer the call. For each of them you should see an alerting segment, an interacting segment and a wrap-up segment. If the agent didn't answer the call and went not responding you'd only see the alerting segment. That may be one of the first things you'd want to check if it's looking into maybe why a call waited in queue longer than expected - looking at whether you had agents that didn't answer the call, and if there's a few start investigating why.
From there if the first agent consulted another agent you'd then see that agent next in your timeline, or if it was a consult to a queue, that queue first then again any agents that were alerted or answered the call.
Where the timeline can start to get messy is if the same agent, queue or IVR was involved in the call multiple times. I don't know if it's improved but the timeline view used to have difficulty with accurately tracking and showing that.
What you could do is paste a screenshot of one of the timeline views you're looking at and someone here can probably go into a bit more if you like.
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Vaun McCarthy
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Original Message:
Sent: 03-31-2022 19:15
From: Jean Lam
Subject: Tips on how to interpret a Interaction Timeline?
Hi,
I found this Genesys help article on timeline and it has some basic information but I'm looking for more details on how to read a timeline effectively.
Do you read it from top to bottom? What does it mean when the line overlap each other? What do you look for when reviewing a timeline?
Any tips on how you're reading timelines are welcomed, thank you!
#Reporting/Analytics
#SystemAdministration
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Jean Lam
Bridgecrest Acceptance Corporation
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