View interaction history for an organization

Prerequisites
  • Analytics > Conversation Detail > View permission

When an agent verifies a contact during an interaction, Genesys Cloud updates the interaction history for the organization with that record. The interaction history for an organization shows all the interactions for a customer, including email, chat, and call interactions.

You can view a detailed summary of the ACD interactions your agents have had with an organization from an open interaction or through External Contacts.

  1. In an open interaction, click Profile .

  2. Beside the external contact’s organization name, click the arrow.
    The organization’s full profile opens. Interactions for the previous 30 days appear in the Interactions section.
    Columns include the following:

    • Date
    • Contact
    • Agent
    • Notes
    • Survey

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

  4. 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.

  5. To view older interactions in the Interactions list, use the date range selector arrows.
  6. To see the full note for an interaction, click the note’s title.
    Note: The notes visible in the interaction history are the notes an agent entered 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.
  7. To access the full interaction detail view, click an interaction’s row. 

  1. Click Directory > External Contacts.
  2. Click the Organizations tab.
  3. If necessary, search for the organization.
  4. Click the organization tile. The organization record opens. Interactions for the previous 30 days appear in the Interactions section. Columns include the following:
    • Date
    • Contact
    • Agent
    • Notes
    • Survey
  5. To filter interactions by type, direction, and survey, click .
  6. 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.
  7. To view older interactions in the Interactions list, use the date range selector arrows. 
  8. 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.
  9. To access the full interaction detail view, click an interaction’s row. 

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