Series: Web chat to web messaging migration guide

Analytics impact from web chat to web messaging migration

Prerequisites
  • Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2 Digital, or Genesys Cloud CX 3 Digital license
  • Web Deployments > Configurations > All permission
  • Web Deployments > Deployments > All permission
  • An inbound messaging flow

The web messaging feature in Genesys Cloud replaces web chat. When you move from web chat to web messaging, supervisors experience enhancements to views within specific performance pages.

Before you begin

Review the following articles and then configure and deploy web messaging:

Feature impact

Supervisors can access filtering specific to web messaging in these Performance views:

  • Interactions
  • Queues
  • Agents 
  • Flows
  • Flow Outcomes
  • Wrap-Up Performance

When you filter interactions, select the Message media type.

Steps to take

Implementation and access to filtering by the web messaging media type requires no action on the part of the user. The message interaction type includes all message interactions; however, a supervisor can scroll down to the Message Type filter and limit results to only Web Messaging.

For more information, see About reports, views, and dashboards.

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