Genesys Cloud displays an interaction's timeline that segments and summarizes all activities occurring during a call, including dialing, interacting, holds, and after-call work. Users can click individual segments to view detailed information such as duration, and can navigate the timeline by clicking and dragging or using a scroll wheel to zoom in and out. The timeline includes segments for holds, monitoring, coaching, barging, screen monitoring, and parked interactions, with specific display behaviors for different scenarios: when an agent places a customer on hold, the agent's segment shows the hold while the customer's segment shows interacting; for chat interactions, time spent on other interactions counts as hold time; and for callback media types, the Interact status indicates assignment and active work rather than active customer conversation. Access to view interaction timelines requires specific permissions including Analytics > Conversation Detail – View Conversation, Email – Park, and Conversation > Communication – Target, with additional transfer and blind transfer permissions required for supervisors reassigning or transferring parked emails. The timeline may display uploading segments for ACD voicemails even when no detectable audio or available audio file exists for routing.