The interact and wrapup segments overlap by almost 500ms. Should this even be possible? Is there likely a configuration issue, or is there a possible defect to explain this behavior?
Is it fair to say that the segmentStart of the wrapup segment is imprecise relative to other segmentTypes? If so, are there other segmentTypes where I should expect this lack of relative precision? As a counterexample, the end of any applicable alert segmentType appears to match perfectly with the start of the interact segmentType.
It should be fine that the segments overlap by a small amount; neither a conversation's nor a participant's flow are strictly linear. If you need further investigation into these timestamps, please open a case with Genesys Cloud Care; customer data cannot be investigated via the forum.
I don't follow that response. Are you saying it ought to be possible for an agent to be interacting with the customer and on wrap-up concurrently? Or vice-versa, that there can be a time gap after an agent is done interacting with a customer but before they begin their wrap-up?
Is it possible for a human to simultaneously be on the call with the customer and have ended the call and be in wrap up? No. But it is possible for non-linear asynchronous processes to overlap slightly while doing those things. The latter is what the timestamps are measuring. This is definitely a pedantic distinction, but it's important to understand because it explains how the data can seemingly show something contrary to the physical events that took place.