Prerequisites

The following permissions for conversation details:

  • Analytics > Conversation Detail > View 
  • Conversation > Communication > View 
  • Recording > Recording > View or Recording > RecordingSegment > View permission  
  • SpeechAndTextAnalytics > Data > View permission

The Details tab provides a central location for viewing information about the interaction. The Details tab summarizes interaction metrics, recording information, wrap-up information, participant data, and SIP diagnostics. For more information, see the following detailed sections.

Note: Acoustic information is only available in the Details tab when an interaction is transcribed. For languages supported for voice transcription and acoustic analysis, see Genesys Cloud supported languages.

Click the image to enlarge.

Details tab

Interaction Metrics Description
Interaction Type The interaction can be a call, email, or chat.
Interaction ID

The Interaction URL.
You can copy the Interaction ID directly to your clipboard using the copy icon at the end of the ID. 
Start Time

The date and time the interaction started.
End Time

The date and time the interaction ended.
Direction

Indicates if the interaction was inbound or outbound.
Queue

The queue associated with the interaction. For more information, see Queue administration. 
Duration

The duration of the interaction.
Internal Participant(s)

The internal participant is the agent.
Note: There can be more than one internal participant. When there is more than one internal participant, the word Multiple appears on the screen. The arrows next to the word Multiple enable you to see a list of the internal participants.
External Participants(s)

The external participant is the customer. 
Disconnect Reason

Both the internal and external participant metrics include a disconnect reason that indicates why the interaction ended. For more information, see Disconnect reasons in the interaction’s detail view.
Customer Talk

The percentage of time during the interaction where only the customer is talking.
Agent Talk

The percentage of time during the interaction where only the agent is talking.
Silence

The percentage of time during the interaction where the customer is connected to an agent and neither participant is talking for 2 or more seconds.
Other

The percentage of time during the interaction where one or more of the following is occurring:

  • Music or Noise
  • Hold
  • Secure pause
IVR

The percentage of time during the interaction where the customer is interacting with the system for self-service, either in the IVR or with a Bot.
ACD

The percentage of time during the interaction where the customer is waiting in a queue. 

Overtalk

The percentage of time during the interaction where both the customer and agent speak at the same time for 2 or more seconds. The number in brackets indicates the number of times overtalk occurred during the interaction.

Note: Information about retention and archive controls, export date, and access to download is located in the Transcript tab for each email.
 

Recording Information Description
Call Recording Click the Edit link to modify the archive date, delete date, and the protected status for the recording. For more information, see Modify a recording’s archive or delete date.
Archive Date

The date on which the recording is archived. 
Delete Date

The date on which the recording will be deleted. 

Note:  If the maximum interaction data retention time is set, the delete date cannot be longer than the maximum interaction data retention time. For more information, see <add a link to the article that explains the new Maximum Interaction Data Retention Time field in Organization Settings > Settings > Security and Compliance>.
 
Exported Date

The date on which the interaction was last exported.
Protected

Enables you to select interaction recordings to protect from deletion. For more information, see Protect recordings from deletion for a legal hold directive.

Note:  If the maximum interaction data retention time is set, Interaction recordings will not be protected from deletion after the maximum interaction data retention time. For more information, see <add a link to the article that explains the new Maximum Interaction Data Retention Time field in Organization Settings > Settings > Security and Compliance.
. 
Download

Enables you to download policy-based voice and screen recordings one at a time. For more information, see Download a recording.

Wrap-up information displays agent-assigned wrap-ups for Internal Participants. That is, if the participant’s purpose is User or Agent, or if its participant type is Internal. System-assigned wrap-ups are not displayed. For more information, see About wrap-up codes.

In the participant data section you can view the participant data attributes defined in the flows. For more information, see View participant data attributes.

SIP Diagnostics Description
SIP Traces Enables you to download the interaction SIP traces file.
PCAP

Enables you to download the interaction PCAP file.
A PCAP file is a packet capture file that can be viewed with freely available network protocol analyzer applications. A PCAP file shows you the signaling history for a specific call and can be used to troubleshoot call failures at the SIP level. For more information, see SIP Diagnostics.