View an interaction’s details


Prerequisites

The following permissions for conversation details:

  • Analytics > Conversation Detail > View 
  • Conversation > Communication > View 

For related procedures accessed through this page, see the task’s article for prerequisites.

An interaction’s detail page is the central location for viewing more information about that interaction and completing tasks related to it. The interaction’s detail page shows the interaction overview that is a visual representation of the interaction, and it shows the details of the interaction in tabbed pages.

The interaction overview provides information about the interaction participants and the type of interaction. For voice interactions, it includes a waveform with sentiment markers, providing insight into a customer’s attitude during an interaction.

To view an interaction’s detail page, click an interaction from any of the following views:

You can also arrive at an interaction’s detail page when completing a task on an interaction. For example, if you have assigned evaluations to complete in your inbox, then you can navigate directly to the relevant interactions from the inbox.

Note:
  • If an agent submits more than one wrap-up code, Genesys Cloud displays the latest code. You can click a link to see the additional wrap-up codes.

Related tasks