My Interactions view

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 > Communication > reconnect (to reconnect to a closed email)

      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.

      Reconnect to a closed email

      You can reconnect to a closed email from the My Interactions view page. 

      To reconnect to a closed email interaction:

      1. Click Performance > Workspace > My Performance > My Interactions. 
      2. Select the required interaction to reconnect to the closed email.
      3. Click the More menu corresponding to the required interaction.
      4. Click the Reconnect conversation Icon included icon. The interaction is routed to the conversation roster of the agent reconnecting the closed email. You can reply to it as you do with any other open email interaction.

      For more information about replying to an email, see Reply to or forward an email message interaction. 

      Notes:
      • You cannot reply to or reconnect an expired conversation. Expired conversations include the following:
      • You cannot reconnect to a conversation that is in a live or connected state. You can only reconnect disconnected conversations.
      • When you reconnect a conversation and reply to its email, the conversation timeline displays a new segment in which the participant appears as user.
      • When you reconnect and reply to an email, Genesys Cloud considers the reply to be outbound.

      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. If you select callback, the voice interaction will be deselected.
      • The available media types may vary from those shown above.

      The selected media type icon is displayed above the column headers. For more information about various media types and their settings, see the Set behavior and thresholds for all interaction types section in the Create and configure queues.

      To show or hide columns:

      1. Click the Pick columns icon on the right side. The Add/Remove Column pane appears.
      2. (Optional) To sort the columns in ascending or alphabetical order, click Sort by > Column Name A-Z. 
      3. (Optional) To sort the columns in descending or reverse alphabetical order, click Sort by > Column Name Z-A.
      4. (Optional) To categorize or uncategorize the columns, click Sort by and enable or disable the Group by Categories toggle. Click the image to enlarge.

        Sort by options that appear when you add or remove column
      5. Search or scroll to select the columns you want to view.
        Note: You can also use keyboard navigation to choose the columns.
      6. Click Save. The selected columns appear on the screen.
        Note: The column selections appear only after saving the changes and do not apply to the table immediately.

          To rearrange the 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 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 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. 
          • 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.

          One value listed for each survey associated with the interaction.
          Survey Status

          Displays the status of the survey. 

          • 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 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.

          One value listed for each survey associated with the interaction.
          Survey Form

          Displays the name of the survey form sent.

          One value listed for each survey associated with the interaction.

          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 Toggle filters panel . 
          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 Toggle filters panel . 
          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

          To view the available columns, see My Interactions view section in the View available columns in performance views by category article.

          To view the consolidated list of available columns in the performance views, see Consolidated view of available columns in performance views.

          To view the list of available columns in the performance views by category, see View available columns in performance views by category.

          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.