Prerequisites
  • To view interaction history: Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, or Genesys Cloud CX 3 Digital license
  • To view survey data within interaction history: Genesys Cloud CX 3 license

The following permissions:

  • ExternalContacts > Conversation > All (to see the history for all interactions across divisions)
  • Externalcontacts > Contacts > All (recommended)
  • Externalcontacts > Externalorganization > All(recommended)
  • Externalcontacts > Customfields > View (recommended)
  • Analytics > Conversation > Detail >view (to limit visibility to interactions by division)
  • Routing > Wrapupcode > View

When an agent links an external contact during an interaction, Genesys Cloud adds a record of that interaction to that contact’s interaction history. The interaction history for a contact shows all the interactions that the contact has participated in, including callbacks, chat, email, message, and phone interactions.

You can view an external contact’s interaction history from a current interaction or through External Contacts.

  1. From a contact in the Interactions panel, click the arrow beside the external contact’s name.

    The contact’s full details open to the right of the Interactions panel, Previous interactions appear in the Interactions section.

  2. To filter interactions by type, direction, and survey, click .

  3. The Survey column indicates whether the contact completed a survey for the interaction. To see a summary of the survey results, hover over the . To open the full survey, click the . For more information about surveys, see About web surveys.

  4. To view older interactions in the Interactions list, use the date range selector arrows.
  5. To see the full note for an interaction, click the note’s title.
    Note: The notes visible in the interaction history are the notes entered by agents in the Interactions panel during an interaction. These notes are different from notes added directly to a contact’s profile. To add a note to an interaction, see Enter notes for an interaction. To add a note to the contact’s profile, see Manage notes for a contact.
  6. To see the full interaction detail view, click the row of the interaction that you want. 

  1. Click Directory > External Contacts.
  2. Click the External Contacts tab.
  3. If necessary, search for the contact.
  4. Click the contact. The contact record opens.
  5. View the Interactions section.
  6. To filter interactions by type, direction, and survey, click .
  7. The Survey column indicates whether the contact completed a survey for the interaction. To see a summary of the survey results, mouse-over the . To open the full survey, click the . For more information about surveys, see About web surveys.
  8. To view older interactions in the Interactions list, use the date range selector arrows. 
  9. To see the full note for an interaction, click the note’s title.
    Note: The notes visible in the interaction history are the notes entered by agents in the Interactions panel during an interaction. These notes are different from notes added directly to a contact’s profile. To add a note to an interaction, see Enter notes for an interaction. To add a note to the contact’s profile, see Manage notes for a contact.
  10. To see the full interaction detail view, click the row of the interaction that you want. 

Notes:
  • Genesys Cloud does not display an agent’s name for abandoned interactions or for those interactions in which a customer received assistance from auto-response or a bot.
  • Newly created or updated contacts can take several minutes to appear in the agent view for inbound interactions.