Interaction attributes in Genesys Cloud for Zendesk

Note: This article applies to Genesys Cloud for Zendesk.

By default, Genesys Cloud for Zendesk saves certain interaction attributes (known collectively as interaction logs) to comments on tickets. You can customize the interaction attributes that appear on these comments. For more information, see Configure interaction logging and Interaction logs.

You can also configure the integration to save interaction attributes to system or custom fields on tickets. For more information, see Configure interaction logging and Configure new tickets. 

Comments on tickets appear in the Conversations feed for individual tickets. Their content is not searchable. If you want to be able to search the content of comments, map the interaction attribute to a field.

Fields on tickets appear in the left navigation pane in Zendesk. Their content is searchable. 

Interaction attributes

You can map the following interaction attributes to fields or add them to comments.

Important: When you map interaction attributes to fields, interaction logs no longer appear by default in the comments on tickets. You must map interaction log information to a field or add them to comments.

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

Remote name for the active interaction.

Note: For SMS messages, this attribute returns the display address for the active interaction.
Call.State All* String

State of the interaction (for example, ALERTING, CONNECTED, DISCONNECTED, HELD).
Email.Subject Email String

Subject line in the email. 
Interaction.StartTime All* String

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* String

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* String

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* String Genesys Cloud URL to information about the interaction.
Message.Type Message String Type of message interaction. Values: facebook, line, sms, twitter, or whatsapp.
Message.Username Message String User name associated with Twitter messages. Nothing returned for Facebook, LINE, SMS, or WhatsApp messages.
Message.Userid Message String User ID associated with Facebook, LINE, and Twitter messages. Phone number associated with WhatsApp messages. Nothing returned for SMS messages.
OutboundDialing.ContactId Outbound dialing String Genesys Cloud ID for a contact in a contact list associated with an outbound dialing campaign.
OutboundDialing.ContactListId Outbound dialing String Genesys Cloud ID for a contact list associated with an outbound dialing campaign.
OutboundDialing.CampaignId Outbound dialing String Genesys Cloud ID for an outbound dialing campaign.
Participant.{ColumnName} Outbound dialing String Column name in campaign management contact list. See Contact list view.
Participant.{CustomFieldName} Call, callback, email, message, ACD voicemail String Custom field name that is assigned by using Set Participant Data in an Architect flow. See Set Participant Data action.
Chat String Custom field name that is used in the chat widget.
Zendesk.AfterCallTime All* String 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* String Total duration in seconds that an agent spends on an interaction, including wrap-up work.
Zendesk.ConnectedTime All* String Time when an agent was connected to an interaction.
Zendesk.DisconnectedTime All* String Time when an agent was disconnected from an interaction.
Zendesk.DisplayAddress Call, callback, outbound dialing, chat, email, SMS message String 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).

Note: Genesys recommends not using this attribute for call logs with callback interactions.
Zendesk.InteractionLog All* String Log for interactions. Includes everything that appears on a Zendesk ticket by default. See Interaction logs. 
Zendesk.InteractionLogNotes All* String

Interaction log notes that agents add to the interaction. 

Note: The Interaction Log Notes attribute only appears if agents add interaction logs to the interaction in the client. 
Zendesk.NewTicketSubject All* String Interaction type, remote address, date, and time for interaction. By default, written to subject field and comment. See Configure new tickets.  
Zendesk.ParticipantId All* String 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* String 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.

Interaction logs

This table includes a list of fields automatically captured as an interaction log for every interaction that an agent handles. By default, interaction logs appear as comments on tickets. You can customize the interaction logs that appear on Zendesk ticket comments. For more information, see Configure interaction logging. 

Field label Description
Interaction ID ID associated with the interaction.
Remote Address Phone number of the active call, SMS, or ACD voicemail; the email address of the active email.
Note: The Remote Address attribute does not appear on chat interactions or Facebook, LINE, or Twitter message interactions.
Remote Name

Name of the person who started the active interaction. 

Note: The Remote Name attribute does not appear on message interactions.
Connected Time Time when the agent answered the interaction.
Notes

Interaction Log Notes that agents add to the interaction in the client. 

Note: This attribute only appears if agents add content to the Interaction Logs Notes in the client.

For more information, see Interaction logs, Configure interaction logging, and Configure new tickets.

For more information about the integration, see About Genesys Cloud for Zendesk.