Virtual agent events in Journey Management

This table summarizes the available virtual agent events. Virtual agent events are used to measure events that correspond to any bot or virtual agent invoked through a Genesys Cloud Architect flow. 

For more information on available attributes, see Attributes in Journey Management.

Event Description Available attributes
Virtual Agent Start Indicates when a virtual agent or a bot session started. 
  • botID
  • botVersion
  • channels
  • languageCode
  • messageType
  • product
  • vendor
Virtual Agent Turn

Represents each exchange or turn in the conversation between the customer and the bot or virtual agent.​
  • botID
  • channels
  • confidence
  • intermediateIntent.intent
  • knowledgeBaseID
  • knowledgeSearch.answer.DocumentID
  • languageCode
  • messageType
  • product
  • vendor
Virtual Agent End

 

Marks the conclusion of a bot or virtual agent session, which can occur due to successful task completion, escalation to a human agent, or customer disengagement.​
  • botID
  • botVersion
  • botRecognitionFailureReason
  • botResult
  • botSessionOutcome
  • channels
  • durationMs
  • knowledgeBaseID
  • languageCode
  • messageType
  • product
  • queryCount
  • selfServedQueryCount
  • terminatingIntent.intent
  • turnCount
  • vendor