Event attributes in Journey Management

An event attribute is the metadata related to an event. This data describes the nature of the event, and gives further context. You can use event attributes to filter events in a journey visualization. Dimensions in Genesys Cloud are called attributes in Journey Management.

You can use numeric and time range attribute filters to understand the efficiency of a respective event. You can include empty values as well.

  • For numeric filters:
    • Specify a Condition. Your available options are: Greater than, Is between, Is equal to.
    • Enter a numeric value, or in case of the Is between condition, a numeric range.
  • For time filters:
    • Specify a Condition. Your available options are: Greater than, Is between, Is equal to.
    • Set the required time in a day/hour/minute/second format.

You can view the attributes available to each event type in the respective tab:

Attribute Description
acdOutcome The result of the ACD interaction. For example, answered or abandoned.
alertingDurationMs Duration of the call rings before the customer’s answer (in milliseconds).
connectedDurationMs How long the parties of the interaction were connected (in milliseconds). This can be system and participant (for bots or virtual agents) or participant and agent for agent-led interactions.
contactingDurationMs Time spent trying to reach the customer (in milliseconds). Relevant for outbound campaigns.
dialingDurationMs Time spent dialing before the call connected (in milliseconds). Relevant for outbound calls.
direction Whether the interaction was incoming (inbound), outgoing (outbound) or unknown.
disconnectType
  • CLIENT – The customer ended the interaction intentionally, such as hanging up a phone call or closing a chat window.
  • ENDPOINT – The customer’s device or endpoint (for example, browser or phone) disconnected due to a network issue, browser stopped responding, or app stop responding.
  • PEER – The other party (usually the agent or external participant) disconnected the session, which indirectly ended it for the customer.
  • SYSTEM – The Genesys Cloud system terminated the interaction, possibly due to a timeout, error, or misconfiguration.
  • TRANSFER – The interaction was transferred to another agent or queue, causing a disconnect from the original agent or segment.
  • CONFERENCE – The segment ended as part of a conference interaction, such as a consult transfer or three-way call.
durationMs The total duration of the interaction or session, is measured in milliseconds.
flowId The name of the flow in Architect. To note even when flow types are selected the flow names are still all flows available in Architect.
flowOutcomeID The name of the flow outcome used in Architect flows.
flowOutcomeValue Represents the result status of a defined flow outcome within an Architect flow. This value indicates whether a specific outcome was achieved successfully, failed, or remained incomplete during a customer interaction.
flowType

Architect flow types:

  • Inbound Call Flow
  • Outbound Call Flow
  • In-Queue Call Flow
  • Inbound chat flow
  • Inbound Email Flow
  • Inbound Message Flow
  • Common Module Flow
  • Digital Bot Flow
  • Voice bot Flow
  • Secure Call Flow
flowVersion

Refers to a specific, saved state of an Architect flow at a specified point in time. Each time you publish a flow, Genesys Cloud creates a version that reflects the flow’s configuration, logic, and settings at that specific point in time. Each time you publish a flow, Genesys Cloud creates a version reflecting the flow’s configuration, logic, and settings at that specific point in time. Only the last 10 versions are available for filters and in charts.
heldDurationMs

Total hold time during the interaction (in milliseconds).
interactingDurationMs

Time the agent actively interacted with the customer (in milliseconds).
languageCode Language code used in the interaction. For example, en-US.
mediaType The type of communication channel used. For example, voice, message, email.
messageType The type of message from web messaging, open messaging, SMS or socials. For example, Facebook, Instagram, and WhatsApp.

milestoneID

The name of the flow milestone used in Architect flows.
outboundCampaignId The name of the outbound campaign tied to the interaction.
outboundContactListId The name of the contact list used in the outbound campaign.

queueId

conversationContext.queueID 

 The name of the queue where the interaction was routed or handled.
requestedLanguageID An attribute on the ACD End event for routing.
routingPriority The priority level of the interaction for routing purposes. Represented between 0-1.
usedRouting

The type of routing deployed for the interaction. For example, bullseye, conditional, or predictive.

Bullseye

  • Interaction was routed using bullseye routing.
  • Routing expands across agent rings over time to widen the candidate pool.
Conditional
  • Routing was based on custom Architect logic.
  • May include time of day, customer data, IVR input, or external lookups.
Last
  • Routed to the last agent the customer previously interacted with.
  • Supports agent affinity or continuity of service.
Manual
  • Interaction was manually routed by an agent or supervisor
  • Often occurs during transfers or direct assignments
Other
  • Routing type does not match any standard category.
  • Might indicate custom logic, integrations, or legacy behavior.
Predictive
  • Routed via AI-based Predictive Routing.
  • Uses machine learning to select the agent most likely to achieve business goals (For example, CSAT, conversion).
Preferred
  • Routed to a Preferred Agent defined by customer profile or routing settings.
  • Enhances personalization and customer-agent consistency.
Standard
  • Routed using standard ACD methods.
  • Such as Most Idle, All Skills Matching, and Best Available Skills.
Unknown
  • The routing type could not be determined.
  • Typically due to missing metadata or unsupported routing scenario.
VIP
  • Interaction was flagged as high priority (VIP).
  • Often routed using special queues or priority logic for high-value customers.
userId The name of the agent or user who handled the interaction.
voicemailDurationMs Duration of the voicemail left or received (in milliseconds).
wrapupCode The wrap up code selected or applied post-interaction to categorize the outcome of the interaction.
wrapupDurationMs Time spent on post-call wrap-up work (in milliseconds).

Attribute Description
botID Virtual Agent name, either voice or digital. Represents all events generated by third-party bots or Genesys bots.
botRecognitionFailureReason Reason why the bot failed to recognize the user’s intent. For example, No Input Collection, No Match Confirmation.
  • MaxWrongMatch
    • The user provided invalid input too many times in a row, exceeding the maximum allowed attempts for that turn (For example, wrong intent or slot value).
    • Typically results in a fallback or escalation.
  • NoInputCollection
    • The bot expected the user to provide a value for a slot, but no input was received (For example, silence or empty input) during the collection phase.
  • NoInputConfirmation
    • The bot was trying to confirm a previously collected value (For example, “Did you say September 5th?”), but the user did not respond.
  • NoInputDisambiguation
    • The bot was asking the user to clarify between similar intents or values, but the user gave no input in response.
  • NoMatchCollection
    • The bot received input during slot collection, but it did not match any expected value, like predefined slot types or grammars.
  • NoMatchConfirmation
    • During the confirmation phase, the bot received input that did not match expected responses (For example, Did not understand, Yes, or No).
  • NoMatchDisambiguation
    • The user responded to a clarification question, but the input did not match any of the offered options.
  • Unknown
    • The system could not determine the reason for the failure.
    • Often due to internal error, incomplete data, or unexpected failure modes.
botResult

The final result or status of the bot interaction.

  • Disconnect-related results
    • These occur when the conversation ends abruptly or the session is terminated.
  • DisconnectError
    • The bot flow ended due to an unexpected error, such as a system failure, integration issue, or runtime fail.
  • DisconnectRecognitionFailure
    • The bot could not understand the user input, and the session ended as a result of repeated recognition failures.
  • DisconnectRequestedByBot
    • The bot intentionally disconnected the session, often using a Disconnect action in Architect (For example, “Goodbye”).
  • DisconnectRequestedByUser
    • The user terminated the session (For example, closed the chat or hung up the call).
  • DisconnectSessionExpired
    • The session timed out due to inactivity — no user input was received within a configured timeout period.
      • Exit-related results
        • These mean the bot session completed (exited) naturally — without disconnect or transfer:
      • ExitError
        • The bot exited due to an internal error, but not a full disconnect (For example, a failed data action or invalid flow path).
      • ExitRecognitionFailure
        • The bot exited the flow due to recognition issues, such as too many no-match or no-input events.
        • Often used for reporting failed attempts that did not lead to a transfer or disconnect.
      • ExitRequestedByBot
        • The bot intentionally ended the flow, usually after completing the user’s request (For example, “Your request is complete. Goodbye.”).
      • ExitRequestedByUser
        • The user requested to exit, either explicitly (“cancel”, “stop”) or by triggering logic that ends the session.
      Transfer-related ResultsTransferToACD
      • The bot transferred the interaction to a live agent or queue.
      • This is a common outcome when bots are used for triage or when escalation is requested.
      Other: Unknown
      • The bot or the virtual agent result could not be determined.
      • May indicate logging issues, unexpected session ends, or unclassified events.
      botSessionOutcome

      The overall outcome of the bot session, for example, completed, escalated to the human agent.

      COMPLETE

      • The bot session ended successfully.
      • The user’s request was fulfilled, and the conversation followed the intended path to completion.
      ERROR
      • The session ended due to an unexpected error.
      • This could include internal failures such as a broken integration, a misconfigured flow, or runtime exceptions.
      FAILED
      • The bot could not complete the session’s intended task, even though no system error occurred.
      • Typically caused by:
        • Repeated no-match/no-input events
        • Failure to collect required input
        • Unsuccessful confirmation or disambiguation
      TIMEOUT
        • The user was inactive for too long, and the session automatically ended due to a session timeout.
        • Common in chat, voice, or messaging sessions where the user stops responding.
        UNKNOWN
        • The system could not determine the outcome of the session.
        • May be caused by:
          • Incomplete logs
          • Unexpected disconnects
          • Platform limitations
        botVersion

        Refers to a specific, published state of a bot flow that is deployed for customer interactions. Each version captures the bot’s configuration at the time of publication, including its intents, slots, prompts, and logic. For example, Dialog Engine Bot Flow or Digital Bot Flow. Only the last 10 versions are available for filters and in charts.
        channels Relating to the bot start event; the communication channel of the interaction. For example call, email, messaging.
        confidence A score between 0-1 indicating how confident the bot was in identifying the user’s intent. A low confidence score may trigger fallback logic like asking for clarification. A high confidence score confirms that the bot is more certain about the identified intent.
        connectedDurationMs How long the parties of the interaction were connected (in milliseconds). This can be system and participant (for bots or virtual agents) or participant and agent for agent-led interactions.
        intermediateIntent.intent

        Available on bot or virtual agent turn event. The intents in the bot or virtual agent session.
        product The bot or virtual agent vendor and bot product name. For example, Genesys Bot flow, Amazon Lex.
        queryCount Total number of queries or user inputs the bot has processed during the bot session.
        selfServedQueryCount Number of queries successfully handled by the bot without human intervention.
        terminatingIntent.intent Intent that concluded the bot or virtual agent session (For example, exit, transfer_to_agent).
        turnCount Number of conversational turns between the user and the bot or virtual agent.
        vendor The bot or virtual agent vendor. For example, Amazon, Genesys, Google, Nuance.

        Attribute Description
        app.type Indicates the application or the touchpoint from which a Knowledge event originated. For example, SmartAdvisor (Agent Copilot) or BotFlow (Virtual Agent, Digital Bot, or Voice Bot). 
        knowledgeBaseId

        Name of the knowledge base used during the interaction.

        knowledgeSearch.answerDocumentId

        DocumentId

        Dependent on the selection on the knowledgeBaseId.

        Document that is retrieved during a Virtual Agent/Bot Turn or any time Knowledge is used. 
        queryType

        The type of knowledge query that is performed when a customer or application submits a request to Knowledge. Values are: 

        • Article – Specific article requested
        • AutoSearch – Automatic search invoked 
        • Category – Specific category requested
        • ExpandedArticle – Article requested to be expanded
        • ManualSearch – A manual search request to a knowledge base; typically performed by an agent.
        • Recommendation – A recommendation that the system provided.
        • Suggestion – A suggestion that the system provided.
        Attribute Description
        AssociatedValue.value  A numeric value tied to the outcome; behaves like a number in filters and charts. For example, the monetary value of a sale.  
        outcomeId  The identifier of the configured outcome. 
        segmentID The identifier of the assigned segment.
        segmentScope The entity to which a segment applies. 
        session.type The category of the session such as web, app, or conversation.