Conversation type confusion

[Catalin Geapana]

Hello,

We duplicated and remade all Virtual agent reports from Conversation Dashboards, Platform analytics.

The main reason was to remove all notifications from these reports since updates on tickets are also sent as Actionable notifications (Teams and Web), but we are facing inaccuracies between tables (sys_cs_conversation / va_view_conversation_interaction and sn_ci_analytics_cs_details).

I tried to remove them by adding Conversation type !* notification but on  sn_ci_analytics_cs_details returns 0 records, from 160k+ conversations, all of them are Conversation type = interaction even though not even 20k are Conversation where the user interacted with the VA.  (tried also Topic != empty OR Live agent transfer rate !=empty, Topic Definition name !*notification)

I also tried to search from where are these two Conversation types set, but did not find anything that useful.

Has anyone tried something similar and know a way to get the actual data?

[Lynda1]

Sharing how I am filtering to get the number of actual chats have occurred excluding the notifications. If there is a better way, I would love to know!, I looked at the tables you mentioned and just seems impossible to remove notifications without removing the real chats.  Below is the way I was able to do this and I have validated this several times.