Predictive Engagement data in performance views

Genesys Cloud analytic views allow you to view and filter for Predictive Engagement data from interactions. This data includes whether an interaction has customer journey data and proactive information. For more information about Predictive Engagement, see About Predictive Engagement.

You can view Predictive Engagement journey data in the following views: 

• Journey Action Maps Summary view 
• Journey Outcomes Summary view
• Journey Segments Summary view

You can view Predictive Engagement data columns in the following analytics views:

• Interactions view
• Agents Interactions Detail view
• Queues Interactions Detail view

You can filter for Predictive Engagement data in the following views:

• Agent Performance Summary and Detail views
• Agents Interactions Detail view
• Agents Queues Detail view
• Agents Wrap-up Detail view
• Agents Wrap-up Interval Detail view
• DNIS Performance Summary and Detail views
• Interactions view
• Queues Agents Detail view
• Queues Interactions Detail view
• Queue Performance Summary and Detail views
• Abandon Intervals Metrics view
• Skills Performance view
• Wrap-up Performance view