Customize interaction details


Note: This article applies to Genesys Cloud for Salesforce and Genesys Cloud for Zendesk.

By default, interactions in the client display certain information in a particular order based on the type of interaction. You can change the default attributes used or the default order of this displayed information.

The following content applies to Genesys Cloud for Salesforce.

After setting up a call center for the first time or upgrading to a new version of the managed package, customize the interaction details.

  1. In Salesforce, click Setup.
  2. Search for Installed Packages.
  3. Under Build, click Installed Packages.
  4. On the Installed Packages page, click Configure next to the Genesys Cloud for Salesforce package.
  5. Under Choose a Call Center, select the version of the call center definition.
  6. Under Customize Interaction Details, click Arrow  next to Call Details, Callback Details, Chat Details, Email, or Message Details, depending on which interaction display you want to modify.

    Default interaction details appear for the interaction type that you select. You can add, reorder, or delete interaction attributes.

  7. To add an attribute, follow these steps:
    1. Type an interaction attribute in the text box and click Add.

      The interaction attribute then appears under Available AttributesCustomize Interaction Details in Salesforce

      Interaction attribute Interaction type Description
      Call.Ani Call, callback Phone number of the caller.
      Call.CalledNumber Call, callback Phone number dialed (DNIS or SIP addresses for queues).
      Call.ConversationId All* Interaction ID.
      Call.Internal Call Indicates whether call is internal interaction.
      Call.QueueName All* Name of the queue that the interaction routes to or from.
      Call.RemoteName All*

      Remote name for the active interaction.

      Note: For SMS messages, this attribute returns the display address for the active interaction.

      Call.State All* State of the interaction (for example, ALERTING, CONNECTED, DISCONNECTED, HELD).
      Email.Subject Email Subject line in the email.
      Interaction.StartTime All*

      Time when the first participant joined the conversation.

      Date time is represented as an ISO-8601 string, for example: yyyy-MM-ddTHH:mm:ss.SSSZ.

      Interaction.TotalAcdTime All*

      Total time in seconds that an interaction spends being routed to an agent. Does not include IVR time.

      Example scenario: An interaction spends 30 seconds in an initial queue before a tier-one agent picks up the interaction. The agent transfers the interaction to a tier-two agent. The interaction spends 60 seconds in a queue before a tier-two agent picks up the interaction. TotalAcdTime: 90 seconds.

      Interaction.TotalIvrTime All*

      Total time in seconds that an interaction spends in an IVR before being connected to an agent. Includes secure IVR time. Does not include ACD time. 

      Example scenario: An interaction spends 30 seconds in an initial IVR flow before a tier-one agent picks up the interaction. The agent transfers the interaction to a tier-two agent. The interaction spends 60 seconds in an IVR flow before a tier-two agent picks up the interaction. TotalIvrTime: 90 seconds. 

      Interaction.Url All* Genesys Cloud URL to information about the interaction.
      Message.Type Message Type of message interaction. Values: facebook, line, sms, twitter, whatsapp.
      Message.Username Message User name associated with Twitter messages. Nothing returned for Facebook, LINE, SMS, or WhatsApp messages.
      Message.Userid Message User ID associated with Facebook, LINE, and Twitter messages. Phone number associated with WhatsApp messages. Nothing returned for SMS messages.
      OutboundDialing.ContactId Outbound dialing Genesys Cloud ID for a contact in a contact list associated with an outbound dialing campaign. 
      OutboundDialing.ContactListId Outbound dialing Genesys Cloud ID for a contact list associated with an outbound dialing campaign.
      OutboundDialing.CampaignId Outbound dialing Genesys Cloud ID for an outbound dialing campaign.
      Participant.{ColumnName} Outbound dialing Column name in campaign management contact list. See Contact list view.
      Participant.{CustomFieldName} Call, callback, email, message, ACD voicemail Custom field name that is assigned using Set Participant Data in an Architect flow. See Set Participant Data.
      Chat Custom field name that is used in the chat widget.
      Salesforce.AfterCallTime All* Total time in seconds spent on wrap-up work, from the disconnection of the interaction to the completion of wrap-up work. 
      Salesforce.CallDuration All* Total duration in seconds that an agent spends on an interaction, including wrap-up work.
      Salesforce.CallTimeElapsed All* Time that indicates how long the interaction has been connected, from the time of connection to disconnection or wrap-up completion.
      Salesforce.ConnectedTime All* Time when an agent was connected to an interaction.
      Salesforce.DisconnectedTime All* Time when an agent was disconnected from an interaction.
      Salesforce.DisplayAddress Call, callback, outbound dialing, chat, email, SMS message Remote address of the active interaction (phone number for call, callback, outbound dialing, message, and ACD voicemail interactions; email address for chat and email interactions).
      Salesforce.ParticipantId All* Unique ID for each agent associated with a particular interaction. For example, an interaction that is transferred from one agent to another agent produces two participant IDs. One ID is for the original agent. A second ID is for the agent that received the transfer. 
      Salesforce.WrapUpCode All* Wrap-up code for an interaction made from or to a queue.

      * All refers to call, callback, outbound dialing, chat, email, message, and ACD voicemail interaction types.

    2. To move the added attribute from Available Attributes to Selected Attributes, click Arrow .
  8. To change the order in which the values of the attributes appear on the interactions, click Up and Down
  9. To delete an attribute, click X.
  10. When you finish modifying the attributes, click Save.

The new attributes and order appear when the integration rebuilds the page (upon page refresh, navigation to other pages, or login) and affect interactions already appearing in the client. 

For information about all steps necessary to set up a call center, see Set up a call center.

The following content applies to Genesys Cloud for Zendesk.

After you install Genesys Cloud for Zendesk, you can customize interaction details.

  1. In the left navigation pane in Zendesk, click the Genesys Cloud icon.
  2. Click Interaction Details.
  3. Select the interaction type (Call, Callback, Chat, Email, Message), depending on which interaction display you want to modify.

    Default interaction details appear for the interaction type that you select. You can add, reorder, or delete interaction attributes.

  4. To add an interaction attribute, type an interaction attribute in the text box and click Add.
    Interaction attribute Interaction type Description
    Call.Ani Call, callback Phone number of the caller.
    Call.CalledNumber Call, callback Phone number dialed (DNIS or SIP addresses for queues).
    Call.ConversationId All* Interaction ID.
    Call.Internal Call Indicates whether call is internal interaction.
    Call.QueueName All* Name of the queue that the interaction routes to or from.
    Call.RemoteName All*

    Remote name for the active interaction.

    Note: For SMS messages, this attribute returns the display address for the active interaction.

    Call.State All* State of the interaction (for example, ALERTING, CONNECTED, DISCONNECTED, HELD).
    Email.Subject  Email Subject line in email.
    Interaction.StartTime All*

    Time when the first participant joined the conversation.

    Date time is represented as an ISO-8601 string, for example: yyyy-MM-ddTHH:mm:ss.SSSZ.

    Interaction.TotalAcdTime All*

    Total time in seconds that an interaction spends being routed to an agent. Does not include IVR time.

    Example scenario: An interaction spends 30 seconds in an initial queue before a tier-one agent picks up the interaction. The agent transfers the interaction to a tier-two agent. The interaction spends 60 seconds in a queue before a tier-two agent picks up the interaction. TotalAcdTime: 90 seconds.

    Interaction.TotalIvrTime All*

    Total time in seconds that an interaction spends in an IVR before being connected to an agent. Includes secure IVR time. Does not include ACD time. 

    Example scenario: An interaction spends 30 seconds in an initial IVR flow before a tier-one agent picks up the interaction. The agent transfers the interaction to a tier-two agent. The interaction spends 60 seconds in an IVR flow before a tier-two agent picks up the interaction. TotalIvrTime: 90 seconds. 

    Interaction.Url All* Genesys Cloud URL to information about the interaction.
    Message.Type Message Type of message interaction. Values: facebook, line, sms, twitter, or whatsapp.
    Message.Username Message User name associated with Twitter messages. Nothing returned for Facebook, LINE, SMS, or WhatsApp messages.
    Message.Userid Message User ID associated with Facebook, LINE, and Twitter messages. Phone number associated with WhatsApp messages. Nothing returned for SMS messages.
    OutboundDialing.ContactId Outbound dialing Genesys Cloud ID for a contact in a contact list associated with an outbound dialing campaign.
    OutboundDialing.ContactListId Outbound dialing Genesys Cloud ID for a contact list associated with an outbound dialing campaign. 
    OutboundDialing.CampaignId Outbound dialing Genesys Cloud ID for an outbound dialing campaign.
    Participant.{ColumnName} Outbound dialing Column name in campaign management contact list. See Contact list view.
    Participant.{CustomFieldName} Call, callback, email, message, ACD voicemail Custom field name that is assigned by using Set Participant Data in an Architect flow. See Set Participant Data action.
    Chat Custom field name that is used in the chat widget.
    Zendesk.AfterCallTime All* Total time in seconds spent on wrap-up work, from the disconnection of the interaction to the completion of wrap-up work.
    Zendesk.CallDuration All* Total duration in seconds that an agent spends on an interaction, including wrap-up work.
    Zendesk.CallTimeElapsed All* Time that indicates how long the interaction has been connected, from the time of connection to disconnection or wrap-up completion.
    Zendesk.ConnectedTime All* Total duration in seconds that an agent spends on an interaction, including hold time and after-call work.
    Zendesk.DisplayAddress Call, callback, outbound dialing, chat, email, SMS message Remote address of the active interaction (phone number for call, callback, outbound dialing, message, and ACD voicemail interactions; email address for chat and email interactions).
    Zendesk.ParticipantId All* Unique ID for each agent associated with a particular interaction. For example, an interaction that is transferred from one agent to another agent produces two participant IDs. One ID is for the original agent. A second ID is for the agent that received the transfer.
    Zendesk.WrapUpCode All* Wrap-up code for an interaction made from or to a queue.

    * All refers to call, callback, outbound dialing, chat, email, message, and ACD voicemail interaction types.

  5. To change the order in which the values of the attributes appear on the interactions, drop and drag the attributes.
  6. To delete an attribute, click X.
  7. When you finish modifying the attributes, click Save.

Click image to enlarge.Settings for Interaction Details in Genesys Cloud for Zendesk

For the other settings, see Settings in Genesys Cloud for Zendesk.

For more information about the integrations, see About Genesys Cloud for Salesforce and About Genesys Cloud for Zendesk.