Message interaction data in Genesys Cloud performance views

Genesys Cloud analytics performance views allow you to filter and view data from agent interactions from various asynchronous messaging channels. The Genesys Cloud messaging channels include third-party messaging, SMS messaging, web messaging, and open messaging. Third-party messaging includes Facebook Messenger, Twitter Direct Message, LINE Messaging, and WhatsApp integrations. For more information see About messaging.

The following analytics views have a Message Type column that displays the messaging channel used for message interactions:

You can select a Message Type to filter messaging channel data in the following analytics views:

Note: Each view has its own permissions. For permission requirements, see each view’s article.