View interaction history for an organization

The following permission:

  • 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 interactions for a customer, including email, chat, and call interactions.

You can view a detailed summary of the ACD (automatic call distribution) interactions that your agents have with an organization from an open interaction or through External Contacts.

  1. In an open interaction, click Profile .
  2. On the Organization tab, click the organization’s name. The corresponding organization’s full profile opens in view mode in the External Contacts and Organizations page.
    Note: Interactions for the previous 30 days appear in the Interactions section. Columns include the following:
    • Interaction Type
    • Date
    • Contact
    • Direction
    • Screen share
    • Agent
    • Notes
    • Survey
  3. To filter interactions by type, direction, and survey, click .
  4. To see a summary of the survey results, in the Survey column, 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.
    Note: You can also filter organizations by divisions.
  4. Navigate to and click the organization you want to view from the search results list. The organization record opens.
    Note: Interactions for the previous 30 days appear in the Interactions section. Columns include the following:
    • Interaction Type
    • Date
    • Contact
    • Direction
    • Screen share
    • Agent
    • Notes
    • Survey
  5. To filter interactions by type, direction, and survey, click .
  6. To see a summary of the survey results, in the Survey column, hover 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.