Interactions view
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
- 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 > Interactions.
To view more information about an interaction in its interaction detail page, click its row.
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.
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.
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.
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 .
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.
- 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.
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. Note: As detail views include Interval in the data grid, the Current interval preset is not displayed for these views. |
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 seven 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. Note: As the detail views include Interval in the data grid, the Interval preset is not displayed for these views. |
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.
You can manually assign waiting interactions (interactions not chose up by an agent) to another agent or yourself.
- 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.
- 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.
To show or hide topic columns, click 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.
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.
|
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.
|
Session DNIS | Displays information for interactions with the selected DNIS number. The DNIS number could have been dialed any time during the interaction.
|
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:
|
To | Displays information for interactions sent to the selected email addresses.
|
From |
Displays information for interactions sent from the selected email addresses.
|
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.
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.
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.
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. |
To filter by information about the evaluations of the interaction:
- Click Filters .
- 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:
|
Evaluation Critical Score | Displays interactions with the selected range of critical scores:
|
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. |
To filter by information about the survey details of the interaction:
- Click Filters .
- 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:
|
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.
|
Survey Status |
Displays interactions with the selected survey statuses.
|
Survey Form | Displays interactions associated with the selected survey forms. |
To filter by information about the outbound details of the interaction:
- Click Filters .
- 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. |
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. |
To filter by information about the IVR flow details of the interaction:
- Click Filters .
- 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. |
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:
When you filter by external contact, the contact name is displayed with the associated organization name. Filter for multiple external contacts at one time by entering another contact and searching again. |
External Organization | Displays information about interactions associated with the selected external organization. You can filter for:
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.
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.
|
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: |
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. |
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. |
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 the customer again for two minutes, the Total Talk equals 4 minutes. |
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. |
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:
|
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.
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. |