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.