What scenarios cause an interaction to have an inbound/outbound direction in reports and views?

The following examples would cause an interaction to have an inbound/outbound direction on reports and views. This list does not contain every possible scenario.

A call into a queue (inbound) with a completed callback (outbound)
An email interaction sent on behalf of a queue (outbound) that the customer responds to (inbound)
An outbound message sent (outbound) that the customer responds to (inbound)

Note: An interaction may be listed as inbound, or outbound.

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Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.