Wrapup Performance views data discrepancies for Handle

Wrapup Performance views data discrepancies. for Handle
The interaction is part of 'redacted1' wrapup but the Wrapup Performance view is including it as part of 'redacted2' wrapup. So my query is why wrapup performance is including wrapup data of another wrapupcode.

@Eos_Rios can you guide me regarding this query.

Not something I've used or looked at, unfortunately.

This issue we initially found for 1 customer but right now the customer count for same issue is 3. But when reviewed the raw data from genesys apis understood there is some bug in the gc conversation Aggregates data.

Have you opened customer support cases under those customers to initiate research?

Yes investigation is in progress from the support end

That will be your best avenue then, they should be able to do more than anyone on the forum.

1 Like

Based on data validated and compared with this article
Wrap-up codes assigned by outbound dialing - Genesys Cloud Resource Center .
I understood Wrap-up codes assigned by outbound dialing is getting updated with correct data and some bug is preventing that happen in conversation Aggregates.
This is occurring for few conversations.
Ex : intially ININ-WRAP-UP-TIMEOUT wrapup was set for an interaction by outbound dialing later on the agent updates the wrapup code. Here wrapup code gets updated in conversation details data and failing to update in conversation Aggregates data.

Hi @Eos_Rios ,
Below is the response from Genesys Support Team,
This behavior is explained in detail as currently expected via https://developer.genesys.cloud/analyticsdatamanagement/analytics/wrapup - Participant wrap-up can be applied multiple times which may lead to different results for aggregates and detail records.

  • Metrics are immutable, this means that once wrap-up has been applied (and the tHandle and tAcw metrics have been created), any further wrap-up will be ignored for metric generation.
  • Conversation details are mutable, which allows to always apply the latest wrap-up. If wrap-up gets applied more than once, multiple wrap-up segments will be created with each replacing the previous one.

This is especially relevant for conversations with multiple media channels, e.g. voice and callback. Analytics applies participant wrapup to the participant's communications based on timing - for instance, if a communication just disconnected and then wrapup was applied, it is most likely that wrapup applies to this communication and not a communication that ended five minutes ago. Participant wrapup can be applied multiple times which may lead to different results for aggregates and detail records.

Note: There is an ongoing effort to improve the handling of after call work and wrap-up by applying after call work to communications instead of applying wrap-up globally to a participant.

Regarding this @crespino @tim.smith @Eos_Rios @John_Carnell
Could you let me know which one among conversation details and conversation Aggregates provide accurate data for wrapup performance report.

All data provided via the API and reports is expected to be accurate at the time it is retrieved. If you believe the API or reports are producing incorrect data, please open a case with Care to investigate. We cannot investigate customer-specific data via the forum.

Hi @tim.smith opened a case and the information provided by care is already mentioned in Wrapup Performance views data discrepancies for Handle - #9 by Dileepkaranki.
Could you please look into this.

@Eos_Rios the final response from care is Conversation Aggregates return first wrapup code and Conversation details return last wrapup code. They are also telling it is working as per design when i asked whether they are trying to standardize it in both places.

That is weird, but good to know.

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