Features coming soon: Authenticated web messaging interactions, Conversation Initiator, Customer Participation, coach/barge a live call

Prerequisites

The following permissions:

  • Analytics > Conversation Aggregate > View
  • Analytics > Conversation Detail > View 
  • Analytics > Data Export > All
  • Directory > User > View
  • Groups > Team > View (to filter agent list by Work Team)
  • Reporting > CustomParticipantAttributes > View (to export custom participant attributes)
  • Outbound > Campaign > View (to view Outbound columns)
  • Routing > Queue > View, Routing > Queue > Search, and Routing > Wrap-up Code > View (to view Queue and Wrap-up columns)
  • Analytics > interactionEvaluationDetails > View (to view Evaluations columns)
  • Analytics > interactionSurveyDetails > View (to view Surveys columns)

      • Conversation > Call > Assign (to manually assign a call to an agent)
      • Conversation > Webchat > Assign (to manually assign a chat to an agent)
      • Conversation > Message > Assign (to manually assign a message to an agent)
      • Conversation > Callback > Assign (to manually assign a callback to an agent)
      • Conversation > Email > Assign (to manually assign an email to an agent)
      • Conversation > Call > Pull (to manually assign a call to yourself)
      • Conversation > Webchat > Pull (to manually assign a chat to yourself)
      • Conversation > Message > Pull (to manually assign a message to yourself)
      • Conversation > Callback > Pull (to manually assign a callback to yourself)
      • Conversation > Email > Pull (to manually assign an email to yourself)

        Set a default time zone in the workspace

        You can set the default time zone in the analytics workspace before viewing any analytics view.

        To set the default time zone in the workspace, follow these steps:

        1. Click Performance > Workspace.
        2. On the left side, from the Time zone drop-down menu, select the required time zone as the default time zone for the analytics workspace.

        View your detailed performance metrics, including a summary row of data for the dates displayed. To see your My Interactions view, click Performance > Workspace > My Performance > My Interactions. 

        This view updates automatically except when you use filters from the Filters pane. To see the most current data, click Refresh .

        To save the view with your filter and column settings, click Save .

        To export the data in the view, click Export .

        To open your My Performance, My Status, My Evaluations, My Schedule, and My Development views, click the tabs.

        To view more information about an interaction, click to open it and view the interaction detail page in a new tab. You can jump between the interaction tabs to see the interaction list view and the interaction detail view. The title of the interaction detail view tab shows the truncated Interaction ID and has a fixed width as all other tabs in the workspace. When you hover over the tab name, a tooltip with the untruncated Interaction ID appears.

        Note: 
        • When switching between the interaction detail view tabs, the recording playback stops working.
        • When switching between the interaction detail view tabs, the following features on the interaction detail view tab continue to work as expected:
          • Monitor/coach/barge a live call
          • Interaction download
          • Quality management/evaluations
          • Schedule Coaching
          • Audit Trail tab
        • The number of interaction detail view tabs that can be opened at a time is limited to a maximum of 20 tabs. If the user opens a new tab by clicking an interaction while 20 tabs are open, the new interaction detail tab opens in the existing tab.

        Click More  in the title of the interaction detail view tab and choose the required task to perform any of the following:

        Columns Description
        Reload Reloads the current tab alone.
        Duplicate Creates a duplicate copy of the current tab.
        Close Closes the current tab alone.
        Close all tabs Closes all the open tabs.
        Close other tabs Leaves the current tab open and closes all the other open tabs.

        To rename the title of the interaction detail view tab:

        1. Click Save View  on the right side. The Save View pane appears.
        2. In View Name, Enter view name.
        3. Click Save. The title of the interaction detail view tab gets renamed.

        Customize the view

        Customize the My Interactions view to show only certain data. For example, you can choose to show only certain columns or filter to see certain types of interactions. Your customizations remain as you navigate from view to view or leave and return to a view. To quickly switch between different data of interest in the same view, you can also save your filter and column settings as a saved view. 

        Notes:
        • The custom date range option in the Agents Interactions Detail view has a maximum length of 31 days. 
        • In My Interactions View, you can view conversations that are up to 90 days old.
        • The date range filter applies to when interactions start. Current interactions that started before the date range do not appear in the interactions list. 

        To customize analytics views, use the date filter.

        To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to one month. 

        To use a preset to filter metrics, complete the following steps:

        1. Click the date to display the date filter.
        2. In the Presets list, select a preset date option.

        Date presets

        Presets Description
        Current interval

        Shows data for the current 30-minute time period.
        Today Shows data for the time period that includes the current interval.
        Yesterday Shows data for the previous day.
        This week Shows data for a Sunday through Saturday time period.
        Last week Shows data for the previous week and Sunday through Saturday.
        Previous 7 days Shows data for the previous seven days.
        This month Shows data for the current month with no extra days.
        This month by week  If the month does not start on Sunday or end on Saturday, shows data for the current calendar month starting on Sunday and ending on Saturday including extra days.
        Last month Shows data for the previous calendar month with no extra days.
        Previous 30 days Shows data for the previous 30 days.
        Interval

        Shows data for a 30-minute time period.
        Day Shows data for a single 24-hour day.
        Week Shows data for a Sunday through Saturday time period.
        Month Shows data for the exact month with no extra days. If the current month is selected, you see the data up to the current date.
        Month by Week If the month does not start on Sunday or end on Saturday, shows data for a calendar month starting on Sunday and ending on Saturday including extra days.

        To use a custom date range to filter metrics, complete the following steps:

        1. To display the date filter, click the date.
        2. Select a start date and an end date on the calendar, and click the filter arrow .

        To view data for a different time period using the same date presets, click the arrows on either side of the date display.

        For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.

        To view data for a different time zone using the same date presets, from the Time zone drop-down menu, select the required time zone. You can create and save reports with the same selected time zone.

        1. To filter by media type, click the Filter icon Filter button.
        2. Select the media type. 

        Notes:
        • When filtering you can select more than one media type. Click the relevant media type to select or deselect the type.
        • You cannot select the voice and callback types at the same time.
        • If you select voice, the callback option will be deselected, and if you select callback, the voice interaction will be deselected.

        The selected media type icon is displayed above the column headers. 

        Note: The available media types may vary from those shown above.

        To show or hide topic columns, click the Pick columns icon on the right side and then search or scroll to select the columns you want to view. 

        To rearrange topic columns, click a column header and drag it.

        To reset a view to default column settings, click Reset view to defaults .

        You can select up to 20 topic columns.

        For more information about the metrics shown in the columns, see the Available Columns section in this article.

        To filter by information about the details of the interaction, click Filters , and then search or scroll to select the filter you want to use. 

        Interactions filters

        Filter Description
        ANI

        Displays interactions with the selected ANIs.

        • You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search.
        • You can search for multiple numbers by searching again.
        Direction

        Displays information about interactions of the selected directions.
        Initial Direction

        Displays information about interactions with the selected initial direction.
        DNIS

        Displays information for interactions with the selected original DNIS number. This DNIS number was dialed at the beginning of the interaction.

        • Enter only the DNIS number. For example, enter 13172223333. Do not include other characters such as +, -, or ( ).
        • You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search.
        • Filter for multiple numbers at one time by entering other numbers and searching again.
        Session DNIS

        Displays information for interactions with the selected DNIS number. The DNIS number could have been dialed any time during the interaction.

        • Enter only the DNIS number. For example, enter 13172223333. Do not include other characters such as +, -, or ( ).
        • You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search.
        • Filter for multiple numbers at one time by entering other numbers and searching again.
        Conversation Duration

        Displays interactions of the selected durations. 

        To search for interactions of a custom duration, select Custom duration and use the controls to set a custom duration:

        • Range: Displays interactions with durations within the selected range.
        • Above: Displays interactions with durations above the selected duration.
        • Below: Displays interactions with durations below the selected duration.
        To

        Displays information for interactions sent to the selected email addresses. 

        • Enter the full email address, such as person@example.com. The filter cannot search for a partial address. 
        • Filter for multiple addresses at one time by entering other addresses and searching again.
        • When searching for a phone number, enter the entire phone number. For example, enter 13171002997 or 3171002997 to search for interactions sent to +1 317-100-2997.
          The filter cannot search for a partial phone number and it cannot process hyphens. You can omit the country code.
        From

        Displays information for interactions sent from the selected email addresses. 

        • Enter the full email address, such as person@example.com. The filter cannot search for a partial address. 
        • Filter for multiple addresses at one time by entering other addresses and searching again.
        • When searching for a phone number, enter the entire phone number. For example, enter 13171002997 or 3171002997 to search for interactions sent to +1 317-100-2997.
          The filter cannot search for a partial phone number and it cannot process hyphens. You can omit the country code.

        Has fax

        When selected filters to only show interactions associated with a fax.
        Abandoned

        Displays abandoned or not abandoned interactions.
        Transferred

        Displays interactions that an agent has blind transferred or consult transferred.
        Blind Transferred

        Displays interactions that an agent has blind transferred.
        Consulted

        Displays interactions that an agent answered and then consulted with another participant without fully transferring the interaction.
        Consult Transferred

        Displays interactions that an agent answered and then consult transferred to another participant.
        Not Responding

        Displays interactions where agents do not answer, and the agent may have transitioned to Not Responding.
        Queue

        Displays interactions associated with the selected queues. 
        Wrap-up

        Displays interactions that have the selected wrap-up codes.
        Message Type

        Displays interactions of the selected ACD message type. This filter only appears if you set the media type filter to All or Message. If you do not have any message types selected, the view displays information for all message types.

        Genesys Cloud currently supports the following message types: Facebook, Line, Open, SMS, Twitter, Web Messaging, and WhatsApp. 
        Division

        Filters interactions for a specific Division. See About access control.
        Conversation ID

        Filters for interactions matching the specific conversation ID. Like the other interaction filters, this filter returns interactions that occurred within the specified date range filter.

        Skills

        Displays interactions that have the selected skills.

        Filter for multiple skills at one time by entering other skills and searching again.
        Languages

        Displays interactions that have the selected languages.

        Filter for multiple languages at one time by entering other languages and searching again.
        Ended

        Displays interactions that have ended.
        Limit Interactions

        Displays interactions matching the selected parameters. 

        • Waiting: Interactions that are in queue and waiting for an agent to answer them.
        • Interacting: Interactions that an agent has answered and is working on.
        • ACD-routed: Interactions that the ACD routed to an agent. 
        • Preferred Agents Requested: Interactions where a preferred agent was requested due to preferred agent routing configuration, even if the system was not able to route the interaction to the preferred agent. 
        • Screen Share: Screen share occurred during the interaction.
        • Co-browse: Co-browse occurred during the interaction
        • Voicemail: The interaction has a voicemail associated with it.
        • Flagged: The interaction was flagged as problematic. 
        • Wrap-up Notes: The interaction has wrap-up notes included. 

        To display interactions that match all of the selected parameters, for example, to see interactions that are waiting and ACD routed, click the toggle to Match All.

        To display interactions that match any of the selected parameters, for example to see interactions that have a screen share or co-browse session, click to the toggle to Match Any.
        Has Media

        Only shows interactions that have multimedia content. This filter only appears if you set the media type filter to Message. 
        Provider

        The source provider for the conversation. For example, Genesys Cloud EMAIL, Edge, and so on.
        Time to Abandon

        The duration of time until the conversation was abandoned.
        Remote

        Information on the remote party or external participant, such as name, phone number, and email address.
        Flow-Out Type

        Shows the type of flowout for a conversation that was a flowout from a queue.
        Answered

        Whether the interaction was answered.
        MOS

        Displays interactions with the selected range of MOS scores. MOS scores range from 1 to 5.

        • Range: Displays interactions with MOS scores within the selected range.
        • Above: Displays interactions with MOS scores above the selected score.
        • Below: Displays interactions with MOS scores below the selected score. 

        For more information, see Mean Opinion Score (MOS) Overview.
        Agent Assist

        Displays interactions with Agent Assist.
        Work Team

        Displays metrics for interactions associated with the selected work team.

        Filter for multiple work teams at one time by entering other work teams and searching again.

        For more information, see Work teams overview.
        SIP Call ID

        Displays information about interactions associated with the selected SIP Call ID.
        External Tag

        Displays information for interactions that have the External Tag attached to the conversation record.

        Note: External tag data is not available for web chat interactions.
        Authenticated

        If Yes, displays web messaging interactions that are authenticated. If No, displays web messaging interactions that are not authenticated.

        Conversation Initiator

        Displays interactions initiated by a selected initiator (external, user, workflow, customer, or agent). 

        Customer Participation

        Displays email and message interactions during which a customer participated, or a customer did not participate.
        Cleared by customer Whether or not the conversation was cleared by the customer.

        To filter by information about the evaluations of the interaction:

        1. Click Filter . 
        2. Click the Evaluations tab.
        3. Search or scroll to select the filter you want to use. 

        Evaluation filters

        Filter Description
        Evaluation Score

        Displays interactions with the selected range of scores:

        • Range: Displays interactions with scores within the selected range.
        • Above: Displays interactions with scores above the selected score.
        • Below: Displays interactions with scores below the selected score.
        Evaluation Critical Score

        Displays interactions with the selected range of critical scores:

        • Range: Displays interactions with critical scores within the selected range.
        • Above: Displays interactions with critical scores above the selected score.
        • Below: Displays interactions with critical scores below the selected score.
        Form Displays interactions with evaluations that used the selected forms.
        Agent

        Displays interactions with evaluations of the selected agents.

        To see and select inactive users in the Agent filter search, select Include inactive users. To see and select deleted users in the Agent filter search, select Include deleted users.
        Evaluator

        Displays interactions evaluated by the selected evaluators.

        To see and select inactive users in the Evaluator filter search, select Include inactive users. To see and select deleted users in the Evaluator filter search, select Include deleted users.
        Has Evaluation

        Displays interactions that have evaluation data associated with them.
        Has Scored Evaluation

        Displays interactions that have completed evaluation data associated with them.

        To filter by information about the survey details of the interaction:

        1. Click Filter . 
        2. Click the Surveys tab.
        3. Search or scroll to select the filter you want to use. 

        Surveys filters

        Filter Description
        Has Survey Data Displays interactions that have survey data associated with them.
        Survey Score Displays interactions with the selected range of survey scores:
        • Range: Displays interactions with scores within the selected range.
        • Above: Displays interactions with scores above the selected score.
        • Below: Displays interactions with scores below the selected score.
        Promoter Score Displays interactions with the selected range of promoter survey scores. Genesys Cloud uses the promoter score to calculate the survey's overall NPS. For more information about NPS, see Net Promoter Score web survey question overview. 
        • Range: Displays interactions with scores within the selected range.
        • Above: Displays interactions with scores above the selected score.
        • Below: Displays interactions with scores below the selected score.
        Survey Status

        Displays interactions with the selected survey statuses. 

        • Pending: Genesys Cloud has collected all of the data it needs to send the survey invitation and intends to send it.
        • Sent: Genesys Cloud successfully sent the survey invitation and link to the contact.
        • In Progress: The contact opened the survey link to start the survey.
        • Finished: The contact completed the survey.
        • Error: An error occurred when Genesys Cloud tried to deliver the survey, such as an invalid email address.
        • Opt Out: The contact chose not to receive surveys. For more information, see Note an External Contact’s survey opt-out preference.
        • Expired: The survey expired. Survey links expire 90 days after Genesys Cloud sends them out.
        • Deleted: The survey form was deleted.
        Survey Form Displays interactions associated with the selected survey forms.

        To filter by information about the outbound details of the interaction:

        1. Click Filter . 
        2. Click the Outbound tab.
        3. Search or scroll to select the filter you want to use. 

        Outbound filters

        Filter Description
        Campaign Name

        Displays interactions associated with the selected campaigns. When you type a campaign name, the suggested campaigns are displayed with their campaign types, Voice, Email, or SMS. 

        Email campaign type: Display interactions for multiple campaigns by entering other campaign names and searching again. 
        Contact List Displays interactions associated with the selected contact lists.
        Contact ID Displays interactions associated with the selected contact IDs.
        Campaign

        Displays only interactions that are associated with campaigns.

        To filter by information about the Predictive Engagement journey details of the interaction:

        1. Click Filter . 
        2. Click the Journey tab.

        Journey filters

        Filter Description
        Has Customer Journey Data Displays data for interactions that have customer journey data related to Predictive Engagement.
        Proactive Displays data for interactions where Predictive Engagement offered a chat during a customer's website visit based on the Predictive Engagement action map settings.   

        To filter by information about the IVR flow details of the interaction:

        1. Click Filter . 
        2. Click the Flows tab.
        3. Search or scroll to select the filter you want to use. 

        Flows filters

        Filter Description
        Flows Displays interactions associated with the selected IVR flows. 
        Flows Outcomes Displays interactions associated with the selected flow outcome. 
        Flow Outcome Value Displays interactions that have the selected flow outcome values. 
        Flow Disconnect Reason

        Displays interactions with the selected flow disconnect reason.

        To filter by information about External Contact details of the interaction:

        1. Click Filter . 
        2. Click the External Contact tab.

        External Contact filters

        Filter Description
        External Contact

        Displays information about interactions associated with the selected external contact. You can filter for:

        • Contact name
        • Address
        • Phone number
        • Email address
        • Organization name
        • Custom fields  

        When you filter by external contact, the contact name appears with the associated organization name. 

        Filter for multiple external contacts at one time by entering another contact and searching again.

        Enable Include merged contacts to search all the contacts that relate to the external contacts in the filter.

        Note: You can associate each merged contact with many individual contact IDs. When you enable the Include merged contacts, all merged contact IDs are automatically added to the search. The search filters are limited to 200 total search dimensions.

        For example, if you merge one contact into five other contacts, the search, performed along with the merged contacts, filters a total of six contacts. If an organization heavily uses the merged contacts, a search for a few external contacts can hit the search filter limit.

        External Organization

        Displays information about interactions associated with the selected external organization. You can filter for:

        • Organization name
        • Address
        • Phone number
        • Custom fields

        Filter for multiple external organizations at one time by entering another organization and searching again.

        Available columns

        Your customization determines the columns that the view shows.

        Note: Some metrics in the view may not equal the duration. For example, if two agents are on a call at the same time for two minutes, Total Talk equals four minutes, even though the Conversation Duration may be less than four minutes. If an outbound interaction spent time in a contacting state before connecting to an agent, Talk Time may be less than Conversation Duration.

        Interactions

        Column Description
        Column Description

        Callback – Time to first connect

        		 The amount of time between the start of the callback ACD and the start of the first interaction segment on the voice channel.

        Callback – Time to first dial

        		 The amount of time between the start of the callback ACD and the start of the first dialing segment on the voice channel.
        Media Type The type of media used.
        MOS The estimated average Mean Opinion Score (MOS) for a voice interaction. MOS is a measure of audio quality at specific measurement points of a voice interaction. Potential measurement points include premises-based and cloud-based Edge devices. The measurement is based on codec type, average jitter, latency, and packet loss. Genesys Cloud displays the lowest MOS for each communication that occurs during the whole call. MOS ranges from 1 (bad) to 5 (excellent). Scores below 3.5 indicate unacceptable quality, and scores above 4.3 indicate high quality.

        Fax

        Displays Yes if a fax was present during the interaction. Displays No if a fax was not present during the interaction.
        Users The internal users alerted or involved. 
        Remote

        Information about the external participants.

        Note: PII is masked in this view.

        Date The date the interaction started. 
        Conversation Duration The length of the interaction.
        Direction Whether the interaction was inbound, outbound, or inbound/outbound. 
        Initial Direction Whether the interaction started as inbound or outbound. 
        ANI

        The number of the person who dialed. 

        Note: PII is masked in this view.

        DNIS

        The original number dialed for the interaction.

        Note: PII is masked in this view.

        Queue The associated queues.
        Wrap-up The wrap-up code selected by the agent.
        Transferred Indicates interactions transferred. A transfer counts for the queue in which an agent answers the interaction. 
        Abandoned Whether a customer abandoned the interaction or not.
        Abandoned in Queue

        The name of the queue in which the Abandon occurred.
        Agent Assist

        Whether an interaction had Agent Assist or not.
        To

        The email address or SMS number to which the interaction is sent to.

        Note: PII is masked in this view.

        From

        The email address or SMS number from which the interaction is sent.

        Note: PII is masked in this view.

        Flagged  Indicates calls flagged for voice quality issues. For more information about flagging calls, see Flag a problematic voice interaction or Flag a problematic phone call. 
        Wrap-up Notes

        Whether an agent wrote a wrap-up note or not. If the agent wrote a note, a preview of the note displays when you hover over the column. 
        Blind Transferred Whether the interaction had a blind transfer.
        Barged-in Indicates whether or not a supervisor barged into the conversation.
        Cleared by Customer Indicates whether or not the conversation was cleared by the customer.
        Coached Indicates whether or not a supervisor coached on the conversation.
        Co-browse Whether the interaction had a co-browse session.
        Consulted Whether the interaction had a consult.
        Consult Transferred Whether the interaction had a consult transfer.
        Conversation ID The specific conversation ID for the interaction.
        Division Displays the divisions associated with the interaction. See About access control.
        End Date The time and date the interaction ended. This column is blank if the interaction is still in progress.
        Message Type The ACD message type used.
        Non-ACD Whether the interaction involved ACD.
        Recorded

        Displays interactions recorded.
        Recording

        Y indicates that the conversation was initially recorded at the external trunk by the Edge. It does not consider whether the customer’s policies actually retained it.

        N indicates that the conversation was not recorded at the external trunk by the Edge.
        Screen Share Whether the interaction contains a screen share session.
        SIP Call-ID Displays the globally unique identifier embedded in all SIP requests and responses for the interaction. 
        Users – Alerted The agents Genesys Cloud alerted for the interaction.
        Users – Interacted The users who actually interacted during the interaction.
        Voicemail Whether the interaction has voicemail. Includes personal and queue voicemail.
        Session DNIS

        Any DNIS number dialed during the interaction, including the original DNIS number.

        Note: PII is masked in this view.

        Inbound Media

        The count of inbound media for an interaction.
        Has Media

        Whether the interaction has media content.
        Provider

        The source provider for the conversation. For example, Genesys Cloud EMAIL, Edge, and so on.
        Emails Sent

        Count of the number of emails sent by an agent, including Reply All and Forward. 
        Time to Abandon

        The duration of time until the conversation was abandoned.
        First Queue

        First queueID in the conversation, formatted as name. 
        Total Voicemail

        Total duration of voicemails included in the conversation.
        Last Wrap Up

        The last wrap-up code used on the conversation.
        Disconnect Type

        The reason the interaction disconnected.

        • System  The cloud or the provider caused the disconnect.
        • Agent  An agent caused the disconnect. For example, an agent clicked End Call during a voice interaction, or the agent hung up their physical phone, or the browser closed while using the Genesys Cloud WebRTC phone.
        • External  The external participant in the conversation caused the disconnect. For example, the customer hung up their phone, or their browser closed during the interaction.
        Subject

        First instance of an email subject in the conversation.
        FlowOut Type

        Shows the type of flowout for a conversation that was a flowout from a queue.
        Outbound Media

        The number of outbound media for an interaction. 
        Users – Not Responding

        The agents who did not answer the interaction, and the agent may have transitioned to Not Responding.
        Authenticated

        Yes for an authenticated web messaging interaction, No for a web messaging interaction that is not authenticated, or N/A if not a web messaging interaction.

        Delivery Status

        The status of the attempted delivery.

        Supported Delivery Status metrics include:

        • Sent  The message was injected but not yet delivered to the recipient's mailbox.
        • Failed  The message was not injected and, therefore, not delivered to the recipient's mailbox.
        • Queued  The message was queued for delivery. Delivery has not yet been attempted.
        • Delivery Success  The message was successfully delivered to the recipient's mailbox.
        • Delivery Failure  The message was injected but failed to reach the recipient's mailbox.

        Delivery Status Details

        Additional details about the delivery, including engagement metrics.

        For more information, see SMS delivery receipts and Email delivery receipts.

        Conversation Initiator

        Displays interactions initiated by a selected initiator (external, user, workflow, customer, or agent). 

        Customer Participation

        Displays email and message interactions during which a customer participated, or a customer did not participate.

        Routing

        Column Description
        Column Description
        Languages Displays the languages set by the routing service for the interaction.
        Direct Routing Indicates whether or not Direct Routing was requested and/or used.
        Manual Agents Assigned

        On-queue agents who were manually assigned this waiting interaction.
        Manual Assigner

        User with the appropriate permissions who manually assigned this interaction to a waiting agent in the queue.

        Routing Rule

        		 Indicates the evaluated rule when an interaction routes to an agent.

        Metrics

        Column Description
        Column Description

        Callback – Time to first connect

        		 The amount of time between the start of the callback ACD and the start of the first interaction segment on the voice channel.
        Note: This metric tracks the time from ACD to agent connect. If a callback is directly transferred from one agent to another agent, the callback is not associated with that ACD queue, and the time to connect is not calculated.

        Callback – Time to first dial

        		 The amount of time between the start of the callback ACD and the start of the first dialing segment on the voice channel.
        Note: This metric tracks the time from ACD to agent dial. If a callback is directly transferred from one agent to another agent, the callback is not associated with that ACD queue, and the time to dial is not calculated.
        Alert Segments The number of alerts.
        Blind Transfers

        The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction. 
        Consults

        The number of interactions an agent answered and then consulted with another participant with or without fully transferring the interaction. A consult counts for the queue in which an agent answers the interaction, even if they consult with another queue.
        Consult Transfers

        The number of call interactions an agent answered in one queue and then consult transferred, meaning they connected with a person or queue before transferring the call. A consult transfer counts for the queue in which an agent answers the interaction. See Consult transfer a call.
        Contacting Segments The number of times during an interaction where the system was connecting to the agent’s phone before dialing out. 
        Dialing Segments The number of times during an interaction that the system dials out. 
        Hold Segments The number of times the agent places the customer on hold.
        IVR Segments The number of times the interaction enters an IVR.
        Queue Segments The number of times an interaction enters a queue. For example, if an agent accepts an interaction in queue A, transfers it to queue B, and then an agent transfers the interaction back to queue A, then Queue Segments equal 3.
        Talk Segments The number of times an agent and customer talk. For example, in an interaction where an agent accepts an interaction, talks to the customer, places the customer on hold, and then talks the customer again, the Talk Segment equals 2. 
        Total ACW

        The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. 
        Total Alert

        The total time Genesys Cloud alerts agents before the agent accepts or declines an interaction. 
        Total Contacting The total time an interaction spent connecting to the agent’s phone before dialing out.
        Total Dialing The total time spent dialing out.
        Total Handle

        The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.
        Total Hold The total amount of time the customer was on hold.
        Total IVR The total amount of time spent in IVR.
        Total Queue

        The amount of time the interaction spent waiting on an Automatic Call Distributor before connecting to an agent.
        Total Talk

        The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.
        Transfers

        A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred. 
        Time to Abandon The duration of time until the conversation was abandoned.
        Total Barge-In Total time spent barging into the conversation.
        Total Coaching Total time spent coaching in the conversation.
        Total Voicemail Total duration of voicemails included in the conversation.
        User Segments The number of times an agent (user) was on an interaction. For example, if agent A answered an email interaction twice, and agent B answered the same email interaction once, then user segments would be 3.
        Wrap-up Segments The number of times an interaction was in wrap-up.
        Total Monitor

        Total time that the user spent monitoring interactions.
        Error Count The number of errors for the interaction. 
        External Tag

        Displays the External Tag that is attached to the conversation record.

        Note: This data is not available for web chat interactions.
        Not Responding

        The number of times an agent did not respond to the interaction.

        Surveys

        Column  Description
        Column  Description
        Has Survey Data Whether an interaction is associated with survey data. 
        Promoter Score The promoter score given by a survey respondent in a survey. Genesys Cloud uses the promoter score to calculate the survey’s overall NPS. For more information about NPS, see Net Promoter Score web survey question overview. 
        Survey Form The name of the survey form sent.
        Survey Score The completed surveys’ percentage score. The score does not include NPS.
        Survey Status

        Displays the status of the survey:

        • Pending Genesys – Cloud has collected all the data that it must send the survey invitation and intends to send it.
        • Sent – Genesys Cloud successfully sent the survey invitation and link to the contact.
        • In Progress – The contact opened the survey link to start the survey.
        • Finished – The contact completed the survey.
        • Error – An error occurred when Genesys Cloud tried to deliver the survey, such as an invalid email address.
        • Opt Out – The contact chose not to receive the surveys. For more information, see Note an External Contact’s survey opt-out preference.
        • Expired – The survey expired. Survey links expire 90 days after Genesys Cloud sends them out.
        • Deleted – The survey form was deleted.
        Surveys The number of surveys sent related to the interaction.

        Evaluations

        Column  Description
        Column Description
        Evaluated Agent A comma-separated list of names of evaluated agents for any associated evaluations.
        Evaluation Assignee A comma-separated list of names of evaluation assignees for the associated evaluations.
        Evaluation Created Whether the interaction has an evaluation associated with it.
        Evaluation Critical Score The status and value of the evaluation critical score. See Evaluation scoring.
        Evaluation Score The score for any associated evaluations.
        Evaluation Status The status for any associated evaluations.
        Evaluator A comma-separated list of names of evaluators for the associated evaluations.

        Outbound

        Column  Description
        Column Description
        Campaign Name The name of the campaign associated with the interaction.
        Contact List The name of the contact list associated with the interaction.
        Contact ID The contact ID associated with the interaction. 
        Call Analysis Result

        The type of call detected based on call analysis. Results include disconnect, live voice, busy, machine, no answer, SIT callable, fax, line connected, speech, SIT uncallable, and not found. 
        Outbound Attempted The number of attempts made to call the customer.
        Campaign Whether an interaction has a campaign associated with it.
        Campaign Start The start date of the first outbound call of a campaign.
        Time to Flow The amount of time it took for the campaign call to enter a flow.
        Time to Agent The amount of time it took for the campaign call to reach an agent.
        Campaign Caller Name The name of the customer being called by the campaign.

        Flows

        Column  Description
        Column  Description
        All Flow Disconnect

        The total number of times a flow disconnected entries, including: Customer Disconnects, Flow Disconnects, and System Error Disconnects.
        Customer Disconnect

        The number of times customers disconnected in a flow, including the percentage of customer disconnects compared with the disconnect count.
        Customer Short Disconnect

        The number of times customers disconnected in a flow before short disconnect time. Includes the percentage of customer short disconnects compared with the disconnect count.

        The default short disconnect time is less than 10 seconds, though administrators can set the short disconnect time to any threshold they want. For more information, see Set the short disconnect time.
        Failed Outcomes

        Displays a list of failed flow outcomes for the interaction.
        Flow The name of the flow that the interaction used.
        Flow Disconnect

        The number of times a flow disconnected entries, including the percentage of flow disconnects compared with the total number of disconnects. 
        Flow Exit

        The number of times an entry exited a flow to another flow. Includes the percentage of flow exits compared with the total number of exits. 
        Flow Total Disconnect

        The total amount of time an entry spent in a flow until it disconnected.
        Incomplete Outcomes

        Displays a list of incomplete flow outcomes for the interaction.
        Outcome Attempts The number of flow outcomes in the interaction.
        Outcome Failure

        The number of flow outcomes that were failures. Includes the percentage of failure outcomes compared with the total number of outcomes.
        Outcome Success

        The number of flow outcomes that were success. Includes the percentage of success outcomes compared with the total number of outcomes.
        Successful Outcomes

        Displays a list of successful flow outcomes for the interaction.
        System Error Disconnect

        The number of times entries disconnected in a flow due to a system error. This column includes the percentage of system error disconnects compared with the total number of disconnects. 

        Journey

        Column  Description
        Column  Description
        Has Customer Journey Data Whether an interaction has Predictive Engagement customer journey data associated with it. 
        Proactive Whether Predictive Engagement offered a chat during a customer’s website visit based on the Predictive Engagement action map settings.   

        External Contact

        Column  Description
        Column  Description
        External Contact

        Displays the first and last name of the contact.
        External Organization

        Displays the organization name.

        Additional columns for export

        The export contains two additional columns: Full Export Completed, and Partial Result Timestamp. 

        Full Export Completed

        The values for Full Export Completed are YES, NO, or a number.

        • YES = You received all the interactions requested.
        • NO  = Export exceeded the limit of exporting recent conversations. When you use the filtering by date option to export the recent conversations and if the number of conversations per twelve-hour period exceeds the preset limit, the export file has only partial results. Conversations typically greater than one day old can be exported at a significantly higher volume.
        • A number = The file was truncated as the data exceeded the maximum row limit.

        Partial Result Timestamp

        A partial result timestamp exists under two conditions.

        • Export attempted to pull recent conversations at a volume that exceeded the limit.
        • Data exceeded the total maximum row limit. A number in the Full Export Completed column shows the number of rows that exceeded the maximum row limit and a timestamp for the most recent interaction in the export file.

        There are four conditions that can exist for the Full Export Completed and Partial Result Timestamp columns.

        Full Export Completed Partial Result Timestamp Description of Condition
        YES All requested data was exported.
        NO 8/19/19 18:45 Export exceeded the limit for exporting recent conversations. The timestamp indicates the most recent transaction.
        <####> All requested data was not exported as the data exceeded the maximum row limit. The Full Export Completed column indicates the row limit.
        <####> 8/19/19 18:45

        All requested data was not exported due to exceeding the recent conversation volume limit and the total maximum row count. The Full Export Completed column indicates the row limit. The timestamp indicates the most recent transaction.