Interactions view

Prerequisites

The following permissions:

  • Analytics > Conversation Aggregate > View
  • Analytics > Conversation Detail > View 
  • AnalyticsData 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)
  • 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 

     
    • ConversationCallAssign (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)
    • ConversationCallPull (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 the user isn’t permitted to see, then it appears dimmed.

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

      You can protect interaction recordings from deletion when complying with legal directives to retain recordings for potential litigation. 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 interaction data retention time. 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, such as 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 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 and 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

      Customize the Interactions view to show only certain data. 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. 

      Note:
      • 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 prior to the start date/time. Results may include interactions that started before the specified start date and time. 
      • If you filter for a date and go back more than 6-quarters (558 days), expect performance to slow when looking for data past that duration.

      Use the date filter to customize analytics views.

      Use presets to filter metrics by date, or configure a custom date range. 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: Because 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, 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 Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
      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: Because 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 will see the data up to the current date.
      Month by Week Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.

       

      To use a custom date range to filter metrics, complete the following steps:

      1. Click the date to display the date filter.
      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 that have not been picked up by an agent) to another agent, or to yourself. 

      Note:
      • It is recommended that you filter your interactions list to only show waiting interactions.
      • The interactions in the list are not live interactions.
      • Interactions are assigned automatically. If you try to assign an interaction that is being assigned automatically at the same time an error will appear.

       

      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 moremenu 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 moremenu associated with the interaction.
      3. From the menu, select Assign to Self.

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

        Feature coming soon:
      • 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 columns, click  and then search or scroll to select the columns you want to view. 

      To rearrange columns, click a column header and drag it.

      To reset a view to default column settings, click Reset view to defaults.

       

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

      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

        Feature coming soon

      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.

        Feature coming soon

      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 interaction transitions to Not Responding

      Queue

      Displays interactions associated with the selected queues. 

      Has fax

      When selected filters to only show 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. 

      Feature coming soon: Support for Instagram message type.

      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

      Feature coming soon

      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 initiated by a selected initiator (external, user, workflow, customer, or agent). 

      Conversation Participation

      Displays email and message interactions that were initiated by the customer, where not initiated by the customer, or both.

      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 Predictive Engagement 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 that have customer journey data related to Predictive Engagement.
      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

      Feature coming soon

      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

      Feature coming soon

      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 which columns 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 a voice interaction. MOS is a measure of audio quality at specific measurement points of a 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 the interaction is sent to.
      From The email address or SMS number from which the interaction is sent.
      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 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.

      Supported Delivery Status Details include:

      • Bounce  Delivery was attempted, but the receiving mail server permanently rejected the email.
      • Click  The recipient clicked a tracked link in a message, prompting a redirect through the click-tracking server to the link's destination.
      • Open  Recipient opened a message in a mail client, rendering a tracking pixel at the bottom of the email.
      • Open  Also an initial open event where the recipient opened a message, triggering a tracking pixel at the top of an email. 
      • Recipient Flagged Spam  The recipient flagged the message as spam.
      • Unsubscribe Link  The recipient clicked an unsubscribe hyperlink in the email.
      • Unsubscribe List  The recipient clicked the unsubscribe button on the mail client.
      • Rejected Policy  The email was rejected and not sent to the recipient's mailbox. This can be the result of an improperly configured sending domain. 
       

      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.

        Feature coming soon
      Note: If you do not have the Routing Predictor View permission, the Predictive Agents Proposed column will 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.

       

        Feature coming soon

      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. 

        Feature coming soon

      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.

        Feature coming soon

      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 total time spent in after call work.
      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

      Feature coming soon

      Displays the first and last name of the contact.

      External Organization

      Feature coming soon

      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.