Interactions view - Genesys Cloud Resource Center

Features coming soon: Support for Instagram message type, support for authentication of web messaging interactions, predictive agents proposed, 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)
Outbound > Campaign > Search (to view Campaign names)
Outbound > Contact List > Search (to view Contact List names)
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)

One or more of the following permissions:

Quality > Calibration > View
Quality > Evaluation > Add
Quality > Evaluation > Edit Score
Conversation > Communication > View

Individual access to assignment permissions

Conversation > Call > Assign (to manually assign a call to an agent)
Conversation > Webchat > Assign (to manually assign a chat to an agent)
Conversation > Message > Assign (to manually assign a message to an agent)
Conversation > Callback > Assign (to manually assign a callback to an agent)
Conversation > Email > Assign (to manually assign an email to an agent)
Conversation > Call > Pull (to manually assign a call to yourself)
Conversation > Webchat > Pull (to manually assign a chat to yourself)
Conversation > Message > Pull (to manually assign a message to yourself)
Conversation > Callback > Pull (to manually assign a callback to yourself)
Conversation > Email > Pull (to manually assign an email to yourself)

To view in-progress and complete interactions, click Performance > Workspace > Contact Center > Interactions.

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:

Click Performance > Workspace.
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.

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 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:

Click Save View on the right side. The Save View pane appears.
In View Name, Enter view name.
Click Save. The title of the interaction detail view tab is renamed.

Note: If a flow outcome is listed as an interaction and it’s in a division where the user isn’t permitted to see, then it appears dimmed.

To view interactions with voice transcript content, see Content Search view.

To retain recordings for potential litigation, you can protect interaction recordings from deletion when complying with legal directives. From the Interactions list, select the interactions you want to protect. Click the Protect Recordings option that appears above the list. As a result, the selected interactions are protected from deletion. For more information, see Protect recordings from deletion for a legal hold directive.

Note: No metrics are available beyond the maximum retention time of the interaction data. For more information, see Set the maximum interaction data retention time.

You can copy an interaction’s Conversation ID to the Clipboard and use it to filter interactions or share it with someone including Customer Care.

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Here's how to copy the Conversation ID to the clipboard.

In an interaction's row, click More .
Click Copy Conversation ID.

To navigate through the pages, use the Previous , Next , First , and Last icons on the pagination control. To jump multiple pages at a time, click the First and Last icons.

Note: When you navigate through actively updating records, the last known page is estimated, and can return no results or display additional pages.

To save the view with your filter and column settings, click Save .

To export the data in the view, click Export .

This view does not update as new interactions occur. To see new interactions, click Refresh .

Note: The Interactions view shows all transfers in all queues. The Queue performance view shows only the count transfers for that queue alone. So if a call transfers in two queues, the call transfers count is calculated against two separate queues in the queue performance view.

For example, in the Interactions view, if an interaction A is transferred into Queue X and Queue Y, then the call transfers count for the interaction A is 2. In the Queue performance view, if an interaction A is transferred into Queue X and Queue Y, the call transfers count in the Queue X is 1.

Customize the view

To show only certain data, customize the Interactions view. For example, you can choose to show only certain columns or filter to see certain types of interactions. Your customizations remain in effect even if you leave and return to the view. You can also save your filter and column settings as a saved view to switch quickly between different data of interest in the same view.

Filter metrics by date

Notes:

The custom date range option in this view has a maximum length of 31 days.
Results are based on the interaction’s start date occurring within the specified date range, except for interactions that ended before the start date/time. Results include interactions that started before the specified start date and time.
If you filter for a date and go back more than six-quarters (558 days), expect the performance to be slow when looking for data past that duration.

To customize analytics views, use the date filter.

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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:

Click the date to display the date filter.
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:

To display the date filter, click the date.
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.

Manually assign waiting interactions

You can manually assign waiting interactions (interactions not chose up by an agent) to another agent or yourself.

Notes:

Genesys recommends that you filter your interactions list to show only the waiting interactions.
The interactions in the list are not live interactions.
Genesys Cloud automatically assigns the interactions. If you try to reassign an automatically assigned interaction at the same time, an error appears.

Manually assign a waiting interaction to another agent

From the Performance > Workspace > Interactions view, find the interaction you want to assign to another user.
Select the More menu associated with the interaction.
From the menu, select Assign to Other.
In the search box, begin typing the agent’s name. As you enter a name, agent names are displayed in the search results.
Select the agent’s name.

Manually assign a waiting interaction to yourself

From the Performance > Workspace > Interactions view, find the interaction you want to assign to yourself.
Select the More menu associated with the interaction.
From the menu, select Assign to Self.

Filter metrics by media type

To filter by media type, click the Filter icon .
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, and if you select callback, the voice interaction will be deselected.

The selected media type icon is displayed above the column headers.

Note: The available media types may vary from those shown above.

Show, hide, and rearrange columns

To show or hide topic columns, click the Pick columns icon on the right side and then search or scroll to select the columns you want to view.

To rearrange topic 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 topic columns.

For more information about the metrics shown in the columns, see the Available Columns section in this article.

For more information about the metrics shown in the columns, see Metric definitions.

Filter by interaction details

To filter by information about the interaction, click Filters , and then search or scroll to select the filter you want to use.

Interaction filters

Filter	Description
Callback – Time to first connect	The amount of time between the start of the callback ACD and the start of the first interaction segment on the voice channel.
Callback – Time to first dial	The amount of time between the start of the callback ACD and the start of the first dialing segment on the voice channel.
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.
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.
Has fax	When selected, the filter only shows interactions associated with a fax.
User	Displays information associated with the selected users. Filter for multiple users at one time by entering other users and searching again. To see and select inactive users in the User filter search, select Include inactive users. To see and select deleted users in the User filter search, select Include deleted users.
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.
Monitored	Whether the interaction was monitored.
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.
Routing Used	Displays the routing method that was used to get to the agent who answered the interaction. The routing data is relevant beginning September 5, 2020.
Routing Requested	Displays the routing methods that were requested for the interaction. Gives insight into each of the routing methods the conversation went through prior to being answered, abandoned, or flow-out. The routing data is relevant beginning September 5, 2020.
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.
Recorded	Displays interactions that were recorded.
Delivery Status	Displays interactions with the selected delivery statuses. Delivery Failed Delivery success Failed Queued Read Received Sent For a full list of SMS delivery statuses, see SMS delivery receipts.
Conversation Initiator	Displays interactions started by a selected initiator (external, user, workflow, customer, or agent).
Conversation Participation	Displays email and message interactions started by the customer.
Cleared by customer	Whether or not the conversation was cleared by the customer.

Filter by evaluation details

To filter by information about the evaluations of the interaction:

Click Filter .
Click the Evaluations tab.
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.

Filter by survey details

To filter by information about the survey details of the interaction:

Click Filter .
Click the Surveys tab.
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 interactions with the selected range of promoter survey scores. 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.
Survey Status	Displays interactions with the selected survey statuses. 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 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.
Survey Form	Displays interactions associated with the selected survey forms.

Filter by outbound details

To filter by information about the outbound details of the interaction:

Click Filter .
Click the Outbound tab.
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.

Filter by journey details

To filter by information about the journey details of the interaction:

Click Filter .
Click the Journey tab.

Journey filters

Filter	Description
Has Customer Journey Data	Displays data for interactions with customer journey data.
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.

Filter by flow details

To filter by information about the IVR flow details of the interaction:

Click Filter .
Click the Flows tab.
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.

Filter by External Contact

To filter by information about External Contact details of the interaction:

Click Filter .
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

Your customizations determine the columns that the view shows.

Note: Some metrics in the view may not equal the duration. For example, if two agents are on a call at the same time for two minutes, Total Talk equals four minutes, even though the Conversation Duration may be less than four minutes. If an outbound interaction spent time in a contacting state before connecting to an agent, Talk Time may be less than Conversation Duration.

Available columns

Interactions

Column	Description
Column	Description
Media Type	The type of media used.
MOS	The estimated average Mean Opinion Score (MOS) for voice interaction. MOS is a measure of audio quality at specific measurement points of voice interaction. Potential measurement points include premises-based and cloud-based Edge devices. The measurement is based on codec type, average jitter, latency, and packet loss. Genesys Cloud displays the lowest MOS for each communication that occurs during the whole call. MOS ranges from 1 (bad) to 5 (excellent). Scores below 3.5 indicate unacceptable quality, and scores above 4.3 indicate high quality.
Fax	Displays Yes if a fax was present during the interaction. Displays No if a fax was not present during the interaction.
Users	The internal users alerted or involved.
Remote	Information about the external participants.
Date	The date the interaction started.
Conversation Duration	The length of the interaction.
Direction	Whether the interaction was inbound, outbound, or inbound/outbound.
Initial Direction	Whether the interaction started as inbound or outbound.
ANI	The number of the person who dialed.
DNIS	The original number dialed for the interaction.
Queue	The associated queues.
Wrap-up	The wrap-up code selected by the agent.
Transferred	Indicates interactions that were transferred. A transfer counts for the queue in which an agent answers the interaction.
Abandoned	Whether a customer abandoned the interaction or not.
Abandoned in Queue	The name of the queue in which the Abandon occurred.
Agent Assist	Whether an interaction had Agent Assist or not.
To	The email address or SMS number that the interaction is sent to. This field cannot have more than 10 email addresses. The maximum number of recipients displayed in the To field is 10.
From	The email address or SMS number from which the interaction is sent.
Email CC	The email addresses to which a copy of the email is sent to. This field cannot have more than 10 email addresses. The maximum number of recipients displayed in the CC field is 10.
Email BCC	The email addresses to which a copy of the email is sent to, but that name is not visible to other recipients of the message. This field cannot have more than 10 email addresses. The maximum number of recipients displayed in the BCC field is 10.
Flagged	Indicates calls flagged for voice quality issues. For more information about flagging calls, see Flag a problematic voice interaction or Flag a problematic phone call.
Wrap-up Notes	Whether an agent wrote a wrap-up note or not. If the agent wrote a note, a preview of the note displays when you hover over the column.
Blind Transferred	Whether the interaction had a blind transfer.
Barged-in	Indicates whether or not a supervisor barged into the conversation.
Cleared by Customer	Indicates whether or not the conversation was cleared by the customer.
Coached	Indicates whether or not a supervisor coached on the conversation.
Co-browse	Whether the interaction had a co-browse session.
Consulted	Whether the interaction had a consult.
Consult Transferred	Whether the interaction had a consult transfer.
Conversation ID	The specific conversation ID for the interaction.
Division	Displays the divisions associated with the interaction. See About access control.
End Date	The time and date the interaction ended. This column is blank if the interaction is still in progress.
Message Type	The ACD message type used.
Non-ACD	Whether the interaction involved ACD.
Recording	Y indicates that the conversation was initially recorded at the external trunk by the Edge. It does not consider whether the customer's policies actually retained it. N indicates that the conversation was not recorded at the external trunk by the Edge.
Screen Share	Whether the interaction contains a screen share session.
SIP Call-ID	Displays the globally unique identifier embedded in all SIP requests and responses for the interaction.
Users - Alerted	The agents Genesys Cloud alerted for the interaction.
Users - Interacted	The users who actually interacted during the interaction.
Voicemail	Whether the interaction has voicemail. Includes personal and queue voicemail.
Session DNIS	Any DNIS number dialed during the interaction, including the original DNIS number.
Inbound Media	The count of inbound media for an interaction.
Has Media	Indicates when message-type conversations have media (images, files, and so on) attached.
Provider	The source provider for the conversation. For example, Genesys Cloud EMAIL, Edge, and so on.
Emails Sent	Count of the number of emails sent by an agent, including Reply All and Forward.
Monitored	Whether the interaction was monitored.
First Queue	First queueID in the conversation, formatted as name.
Last Wrap Up	The last wrap-up code used on the conversation.
Disconnect Type	The reason the interaction disconnected. System The cloud or the provider caused the disconnect. Agent An agent caused the disconnect. For example, an agent clicked End Call during a voice interaction, or the agent hung up their physical phone, or the browser closed while using the Genesys Cloud WebRTC phone. External The external participant in the conversation caused the disconnect. For example, the customer hung up their phone, or their browser closed during the interaction.
Subject	First instance of an email subject in the conversation.
FlowOut Type	Shows the type of flowout for a conversation that was a flowout from a queue.
Error Code	The name of the error code for the interaction. For more information, see Station errors.
Outbound Media	The number of outbound media for an interaction.
Users - Not Responding	The agents who did not answer the interaction, and the agent may have transitioned to Not Responding.
Authenticated	Yes for an authenticated web messaging interaction, No for a web messaging interaction that is not authenticated, or N/A if not a web messaging interaction.
External Tag	Displays the External Tag that is attached to the conversation record. Note: This data is not available for web chat interactions.
Delivery Status	The status of the attempted delivery. Supported Delivery Status metrics include: Sent The message was injected but not yet delivered to the recipient's mailbox. Failed The message was not injected and, therefore, not delivered to the recipient's mailbox. Queued The message was queued for delivery. Delivery has not yet been attempted. Delivery Success The message was successfully delivered to the recipient's mailbox. Delivery Failure The message was injected but failed to reach the recipient's mailbox.
Delivery Status Details	Additional details about the delivery, including engagement metrics. For more information, see SMS delivery receipts and Email delivery receipts.
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.

Routing

Column	Description
Column	Description
Agent Bullseye Ring	Indicates the bullseye ring an agent is assigned to.
Bullseye Ring	Indicates the bullseye ring in which the interaction was answered.
Direct Routing	Indicates whether or not Direct Routing was requested and/or used.
Languages	Displays the languages set by the routing service for the interaction.
Manual Agents Assigned	On-queue agents who were manually assigned this waiting interaction.
Manual Assigner	User with the appropriate permissions who manually assigned this interaction to a waiting agent in the queue.
Predictive Agent Selected	Lists the agents used during predictive routing.
Predictive Agents Proposed	Lists the agents evaluated during predictive routing. Note: If your role does not include the Routing > Predictor > View permission, then the Predictive Agents Proposed column does not appear.
Preferred Agents	Lists the preferred agents requested during interaction routing, even if the system was not able to route the interaction to the preferred agents. Includes the agent's routing score.
Preferred Agents Requested	Whether an interaction had preferred agents requested due to preferred agents configuration, even if the system was not able to route the interaction to the preferred agents.
Preferred Rule	Indicates the rule in for the preferred agent.
Routing Requested	Displays the routing methods that were requested for the interaction. Gives insight into each of the routing methods the conversation went through prior to being answered, abandoned, or flow-out. The routing data is relevant beginning September 5, 2020.
Routing Rule	Indicates the routing rings associated with an interaction.
Routing Used	Displays the routing method that was used to get to the agent who answered the interaction. The routing data is relevant beginning September 5, 2020.
Skills	Displays the original skills that came from the flow.
Skills - Active	Displays the skills remaining on the interaction used for routing.
Skills Removed	Displays skills removed from the interaction through bullseye routing.

Metrics

Column	Description
Column	Description
Alert Segments	The number of alerts.
Blind Transfers	The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction.
Callback - Time to first connect	The amount of time between the start of the callback ACD and the start of the first interaction segment on the voice channel. Note: This metric tracks the time from ACD to agent connect. If a callback is directly transferred from one agent to another agent, the callback is not associated with that ACD queue, and the time to connect is not calculated.
Callback - Time to first dial	The amount of time between the start of the callback ACD and the start of the first dialing segment on the voice channel. Note: This metric tracks the time from ACD to agent dial. If a callback is directly transferred from one agent to another agent, the callback is not associated with that ACD queue, and the time to dial is not calculated.
Consults	The number of interactions an agent answered and then consulted with another participant with or without fully transferring the interaction. A consult counts for the queue in which an agent answers the interaction, even if they consult with another queue.
Consult Transfers	The number of call interactions an agent answered in one queue and then consult transferred, meaning they connected with a person or queue before transferring the call. A consult transfer counts for the queue in which an agent answers the interaction. See Consult transfer a call.
Contacting Segments	The number of times during an interaction where the system was connecting to the agent's phone before dialing out.
Dialing Segments	The number of times during an interaction that the system dials out.
Hold Segments	The number of times the agent places the customer on hold.
IVR Segments	The number of times the interaction enters an IVR.
Queue Segments	The number of times an interaction enters a queue. For example, if an agent accepts an interaction in queue A, transfers it to queue B, and then an agent transfers the interaction back to queue A, then Queue Segments equal 3.
Talk Segments	The number of times an agent and customer talk. For example, in an interaction where an agent accepts an interaction, talks to the customer, places the customer on hold, and then talks the customer again, the Talk Segment equals 2.
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Total Alert	The total time Genesys Cloud alerts agents before the agent accepts or declines an interaction.
Total Contacting	The total time an interaction spent connecting to the agent's phone before dialing out.
Total Dialing	The total time spent dialing out.
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.
Total Hold	The total amount of time the customer was on hold.
Total IVR	The total amount of time spent in IVR.
Total Queue	The amount of time the interaction spent waiting on an Automatic Call Distributor before connecting to an agent.
Total Talk	The total amount of time the agent spends talking to the customer. For example, in an interaction where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes. Note: The total Talk times for Callbacks currently include both the agents' Callback session and agents' Call session, which results in an inflated time. For more information on callback analytics improvements, see Callback analytics improvements.
Transfers	A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.
Time to Abandon	The duration of time until the conversation was abandoned.
Total Barge-In	Total time spent barging into the conversation.
Total Coaching	Total time spent coaching in the conversation.
Total Voicemail	Total duration of voicemails included in the conversation.
User Segments	The number of times an agent (user) was on an interaction. For example, if agent A answered an email interaction twice, and agent B answered the same email interaction once, then user segments would be 3.
Wrap-up Segments	The number of times an interaction was in wrap-up.
Total Monitor	Total time that the user spent monitoring interactions.
Error Count	The number of errors for the interaction.
Total Callback	Total callback duration is the sum of all calling activity for the call portions of the callback. As an example, total callback duration could include all durations from the following example call: tContacting --> tDialing --> tTalk --> tHeld --> tTalk --> tAcw.
Not Responding	The number of times an agent did not respond to the interaction.

Surveys

Column	Description
Column	Description
Has Survey Data	Whether an interaction is associated with survey data.
Promoter Score	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.
Survey Form	The name of the survey form sent.
Survey Score	The completed surveys' percentage score. The score does not include NPS.
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 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.
Surveys	The number of surveys sent related to the interaction.

Evaluations

Column	Description
Column	Description
Evaluated Agent	A comma-separated list of names of evaluated agents for any associated evaluations.
Evaluation Assignee	A comma-separated list of names of evaluation assignees for the associated evaluations.
Evaluation Created	Whether the interaction has an evaluation associated with it.
Evaluation Critical Score	The status and value of the evaluation critical score. See Evaluation scoring.
Evaluation Score	The score for any associated evaluations.
Evaluation Status	The status for any associated evaluations.
Evaluator	A comma-separated list of names of evaluators for the associated evaluations.

Outbound

Column	Description
Column	Description
Campaign Name	The name of the campaign associated with the interaction.
Contact List	The name of the contact list associated with the interaction.
Contact ID	The contact ID associated with the interaction.
Call Analysis Result	The type of call detected based on call analysis. Results include disconnect, live voice, busy, machine, no answer, SIT callable, fax, line connected, speech, SIT uncallable, and not found.
Outbound Attempted	The number of attempts made to call the customer.
Campaign	Whether an interaction has a campaign associated with it.
Campaign Start	The start date of the first outbound call of a campaign.
Time to Flow	The amount of time it took for the campaign call to enter a flow.
Time to Agent	The amount of time it took for the campaign call to reach an agent.
Campaign Caller Name	The name of the customer being called by the campaign.

Flows

Column	Description
Column	Description
All Flow Disconnect	The total number of times a flow disconnected entries, including: Customer Disconnects, Flow Disconnects, and System Error Disconnects.
Customer Disconnect	The number of times customers disconnected in a flow, including the percentage of customer disconnects compared with the disconnect count.
Customer Short Disconnect	The number of times customers disconnected in a flow before short disconnect time. Includes the percentage of customer short disconnects compared with the disconnect count. The default short disconnect time is less than 10 seconds, though administrators can set the short disconnect time to any threshold they want. For more information, see Set the short disconnect time.
Failed Outcomes	Displays a list of failed flow outcomes for the interaction.
Flow	The name of the flow that the interaction used.
Flow Disconnect	The number of times a flow disconnected entries, including the percentage of flow disconnects compared with the total number of disconnects.
Flow Exit	The number of times an entry exited a flow to another flow. Includes the percentage of flow exits compared with the total number of exits.
Flow Total Disconnect	The total amount of time an entry spent in a flow until it disconnected.
Incomplete Outcomes	Displays a list of incomplete flow outcomes for the interaction.
Outcome Attempts	The number of flow outcomes in the interaction.
Outcome Failure	The number of flow outcomes that were failures. Includes the percentage of failure outcomes compared with the total number of outcomes.
Outcome Success	The number of flow outcomes that were success. Includes the percentage of success outcomes compared with the total number of outcomes.
Successful Outcomes	Displays a list of successful flow outcomes for the interaction.
System Error Disconnect	The number of times entries disconnected in a flow due to a system error. This column includes the percentage of system error disconnects compared with the total number of disconnects.

Journey

Column	Description
Column	Description
Has Customer Journey Data	Whether an interaction has Predictive Engagement customer journey data associated with it.
Proactive	Whether Predictive Engagement offered a chat during a customer's website visit based on the Predictive Engagement action map settings.

External Contact

Column	Description
Column	Description
External Contact	Displays the first and last name of the contact.
External Organization	Displays the organization name.

Extra columns for export

The export contains two extra columns: Full Export Completed, and Partial Result time stamp.

Additional export columns

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.