Interactions view

Feature coming soon: Callback time to first connect, Callback time to first dial, support for Instagram message type, support for authentication of web messaging interactions, external contact filters, external organization filters, routing rule, predictive agents proposed

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)

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. 

    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.

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

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

    To navigate through the pages, use the Previous previous page icon, Next next page icon, First first page icon, and Last last page icon icons on the pagination control. To jump multiple pages at a time, click the First first page icon and Last last page icon 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 . Currently, only historical data typically > 1 day old is exported due to the source and volume of interactions data. When there is a difference between what is shown in the view and what is exported, you receive a partial result indication. The export file shows the partial result date and time including the most recent available transaction.

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

    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. 

    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.

    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:

    1. Click the date to display the date filter.
    2. 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:

    1. To display the date filter, click the date.
    2. Select a start date and an end date on the calendar, and click the filter arrow Date picker apply.

    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. 

    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

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

    Manually assign a waiting interaction to yourself

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

    1. To filter by media type, click the Filter icon Filter icon.
    2. 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.

    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 Reset view.

    You can select up to 20 topic columns.

    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.

    • 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.

    To filter by information about the evaluations of the interaction:

    1. Click Filters . 
    2. Click the Evaluations tab.
    3. 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.

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

    1. Click Filters . 
    2. Click the Surveys tab.
    3. 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 promotor score to calculate the survey's overall NPS. For more information about NPS, see Net Promotor 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.

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

    1. Click Filters . 
    2. Click the Outbound tab.
    3. 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:

    1. Click Filter . 
    2. 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:

    1. Click Filters . 
    2. Click the Flows tab.
    3. 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:

    1. Click Filter . 
    2. 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 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:

    • 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.

    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.

    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.

    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.
    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

    Whether the interaction has media content.
    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. 
    Time to Abandon

    The duration of time until the conversation was abandoned.
    Monitored

    Whether the interaction was monitored.
    First Queue

    First queueID in the conversation, formatted as name. 
    Total Voicemail

    Total duration of voicemails included in the conversation.
    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.
    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.

    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.
    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 handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

    Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time)
    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. 
    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.
    External Tag

    Displays the External Tag that is attached to the conversation record.

    Note: This data is not available for web chat interactions.
    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.
    Promotor Score The promotor score given by a survey respondent in a survey. Genesys Cloud uses the promotor score to calculate the survey's overall NPS. For more information about NPS, see Net Promotor 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 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.
    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  = You received a partial export due to the historical data limitation, that is you requested data that is too recent
    • 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.

    • Data requested was too recent: Indicated by a NO in the Full Export Completed column and shows a timestamp for the most recent interaction included in the export file
    • Data requested was too recent and data exceeded the maximum row limit: A number in the Full Export Completed column that shows the number of rows that exceeded the maximum row limit and a timestamp for the most recent interaction included 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 All requested data was not exported due to the recency of the data. 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 the recency of the data and the data exceeded the maximum row limit. The Full Export Completed column indicates the row limit. The timestamp indicates the most recent transaction.