Interactions view

AI-generated summary

Genesys Cloud's Interactions view provides a comprehensive, permissions-based system for accessing conversation analytics, interaction data, and advanced management capabilities across multiple communication channels. The platform implements granular role-based access controls requiring specific Analytics permissions to view conversation aggregates, detailed interaction information, and data exports, with additional permissions enabling filtering by Work Team, custom participant attributes, Outbound campaign details, Queue information, and Wrap-up Codes. Division-level access restrictions are enforced through Communication Target permissions. Supervisors and administrators access comprehensive conversation management functions through role-based licensing tiers (CX 1 Digital Add-on II through CX 4), enabling Media and Messages column access. Key management capabilities include parking conversations, reassigning or blind transferring parked emails to agents or queues, transferring conversations across divisions, and taking over messaging interactions. The system supports manual assignment of interactions across calls, webchat, messages, callbacks, and emails, with separate permissions for assigning to other users or pulling assignments to oneself. Email preview functionality in manually-assigned queues requires either Email Assign or Email Pull permissions, allowing supervisors to review active emails before assignment to facilitate workload distribution and improve response times. The Analytics Workspace provides supervisors and analysts access to in-progress and completed interactions with customizable columns across performance views. Export functionality includes metadata columns indicating whether all requested interactions were successfully retrieved (Full Export Completed) or if results are partial due to volume limits (Partial Result Timestamp). Recent conversations exceeding preset limits per twelve-hour period may export partially, while conversations older than one day typically support higher-volume exports. Data truncation is handled through these metadata columns, which display the number of rows surpassing limits and the most recent interaction timestamp. Users can customize the Interactions view by selecting specific columns, applying filters, and saving named views for quick access to different datasets. The view supports opening multiple interaction tabs simultaneously (maximum 20 tabs) for data comparison, with each tab displaying truncated Interaction IDs that expand on hover. Tab management options include reload, duplicate, close individual tabs, close all tabs, and close other tabs functions. Users can set default time zones through Menu > Analytics > Analytics Workspace, with date filtering supporting custom ranges up to 31 days maximum based on UTC date ranges. Preset date filters include Current interval, Today, Yesterday, This week, Last week, Previous 7 days, This month, Last month, and Previous 30 days. Recording protection and release functions support legal compliance and litigation requirements, allowing users to protect selected recordings from deletion and subsequently release them when no longer needed. Conversation IDs can be copied to the clipboard for filtering interactions or sharing with Customer Care support. The view displays all transfers across all queues, whereas the Queue performance view shows queue-specific transfer counts. The Interactions view does not auto-update with new interactions; users must manually refresh to see current data. Performance may be affected when querying data beyond six quarters (558 days) in the past, and Flow outcomes appearing as unavailable indicate insufficient division-level permissions. Media type filtering allows users to refine metrics by selecting specific interaction types, with multiple media types selectable simultaneously except voice and callback types, which are mutually exclusive. The platform enables reconnection to closed email interactions through the Reconnect conversation option, routing interactions to the agent's conversation roster for reply. However, reconnection is unavailable for expired conversations (inactive for 30+ days with expired threading timelines or in organizations with disabled threading) or conversations in live or connected states; only disconnected conversations can be reconnected. When reconnecting and replying, the conversation timeline displays a new segment with the participant as user, and the reply is classified as outbound. Supervisors can reassign parked emails and messages—including SMS, social messaging, open messaging, and web messaging—to themselves, another agent, or a queue. When reassigned, the email or message is delivered to the receiving agent's roster via auto-answer regardless of utilization, and the original agent becomes disconnected. If screen recording is enabled during parking, the recording stops and a new recording begins upon reassignment. Park duration is excluded from future Average Handle Time (AHT) calculations. Follow-up interactions associated with parked emails or messages are delivered to the agent roster even when the agent is off queue. Users must reassign parked emails or messages before deleting a Genesys Cloud user account. The Analytics Workspace includes enhanced table functionality with options to show, hide, and rearrange columns through the Edit Columns interface, supporting alphabetical sorting (A-Z or Z-A) and grouping by categories. The Reorder Columns tab enables column repositioning

PrerequisitesClick to expand

The following permissions:

Analytics > Conversation Aggregate – View
Analytics > Conversation Detail – View
All permissions under Analytics > Data Export
Directory > User – View
Groups > Work Team – View (to filter by Work Team)
Reporting > CustomParticipantAttributes – View (to export custom participant attributes)
Outbound > Campaign – View (to view Outbound columns)
Outbound > Campaign – Search (to view Campaign names)
Outbound > Contact List – Search (to view Contact List names)
Routing > Queue – View, Routing > Queue – Search, and Routing > Wrap-up Code – View (to view Queue and Wrap-up columns)
Analytics > interactionEvaluationDetails – View (to view Evaluations columns)
Analytics > interactionSurveyDetails – View (to view Surveys columns)
Conversation > Communication – reconnect (to reconnect to a closed email)
Conversation > Email – Park (for an agent to park an email)
Conversation > Communication – Target (for division access restriction).
Architect > Flow – Search (to view flow names)
For a supervisor to access Media and Messages columns, need one of the following:
- Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4.
For a supervisor to reassign or blind transfer the parked email to another agent:
- Conversation > Communication – Transfer
- Conversation > Communication – blindTransfer or Conversation > Communication – blindTransferAgent
For a supervisor to reassign or blind transfer the parked email to another queue:
- Conversation > Communication – Transfer
- Conversation > Communication – blindTransfer or Conversation > Communication – blindTransferQueue
To park a conversation: Conversation > Message – Park
To reassign a conversation to another user or queue: Conversation > Communication – Blind transfer is allowed
To reassign a conversation to another user: Conversation > Communication – Blind transfer to agent
To reassign a conversation to another queue: Conversation > Communication – Blind transfer to queue
To transfer a conversation to another division: Conversation > Communication – Target
For an admin to take over a messaging interaction: Conversation > Message – Take Over

One or more of the following permissions:

Quality > Calibration – View
Quality > Evaluation – Add
Quality > Evaluation – Edit Score
Conversation > Communication – View

Individual access to assignment permissionsClick to expand

Conversation > Call – Assign (to manually assign a call to an agent)
Conversation > Webchat – Assign (to manually assign a chat to an agent)
Conversation > Message – Assign (to manually assign a message to an agent)
Conversation > Callback – Assign (to manually assign a callback to an agent)
Conversation > Email – Assign (to manually assign an email to an agent)
Conversation > Call – Pull (to manually assign a call to yourself)
Conversation > Webchat – Pull (to manually assign a chat to yourself)
Conversation > Message – Pull (to manually assign a message to yourself)
Conversation > Callback – Pull (to manually assign a callback to yourself)
Conversation > Email – Pull (to manually assign an email to yourself)

Email preview permissionsClick to expand

To view in-progress and completed interactions, perform the following:

Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Interactions and then click the view name to open it.

Available columns

To view the available columns, see the Interactions view section in the View available columns in performance views by category article.

To view the consolidated list of available columns in the performance views, see Consolidated view of available columns in performance views.
To view the list of available columns in the performance views by category, see View available columns in performance views by category.

Extra columns for export

The export contains two extra columns: Full Export Completed, and Partial Result time stamp.

Additional export columnsClick to expand

Full Export Completed

The values for Full Export Completed are YES, NO, or a number.

YES = You received all the interactions requested.
NO = Export exceeded the limit of exporting recent conversations. When you use the filtering by date option to export the recent conversations and if the number of conversations per twelve-hour period exceeds the preset limit, the export file has only partial results. Conversations typically greater than one day old can be exported at a significantly higher volume.
A number = The file was truncated as the data exceeded the maximum row limit.

Partial Result Timestamp

A partial result timestamp exists under two conditions.

Export attempted to pull recent conversations at a volume that exceeded the limit.
Data exceeded the total maximum row limit. A number in the Full Export Completed column shows the number of rows that exceeded the maximum row limit and a timestamp for the most recent interaction in the export file.

There are four conditions that can exist for the Full Export Completed and Partial Result Timestamp columns.

Full Export Completed	Partial Result Timestamp	Description of Condition
YES		All requested data was exported.
NO	8/19/19 18:45	Export exceeded the limit for exporting recent conversations. The timestamp indicates the most recent transaction.
<####>		All requested data was not exported as the data exceeded the maximum row limit. The Full Export Completed column indicates the row limit.
<####>	8/19/19 18:45	All requested data was not exported due to exceeding the recent conversation volume limit and the total maximum row count. The Full Export Completed column indicates the row limit. The timestamp indicates the most recent transaction.

Set a default time zone in the workspace

You can set the default time zone in the analytics workspace before viewing any analytics view.

To set the default time zone in the workspace, follow these steps:

Click Performance > Workspace.
Click Menu > Analytics > Analytics Workspace.
On the left side, from the Time zone drop-down menu, select the required time zone as the default time zone for the analytics workspace.

To view more information about an interaction, click to open it and view the interaction detail page in a new tab or select the required interaction and click View Interactions. You can jump between the interaction tabs to see the interaction list view and the interaction detail view. The title of the interaction detail view tab shows the truncated Interaction ID and has a fixed width as all other tabs in the workspace. When you hover over the tab name, a tooltip with the untruncated Interaction ID appears.

Notes:

When switching between the interaction detail view tabs, the recording playback stops working.
When switching between the interaction detail view tabs, the following features on the interaction detail view tab continue to work as expected:
- Monitor/coach/ a live call
- Interaction download
- Quality management/evaluations
- Schedule Coaching
- Audit Trail tab
The number of interaction detail view tabs that can be opened at a time is limited to a maximum of 20 tabs. If the user opens a new tab by clicking an interaction while 20 tabs are open, the new interaction detail tab opens in the existing tab.

Click More in the title of the interaction detail view tab and choose the required task to perform any of the following:

Columns	Description
Reload	Reloads the current tab alone.
Duplicate	Creates a duplicate copy of the current tab.
Close	Closes the current tab alone.
Close all tabs	Closes all the open tabs.
Close other tabs	Leaves the current tab open and closes all the other open tabs.

To rename the title of the interaction detail view tab:

Click Save View on the right side. The Save view pane appears.
Click the Save To drop-down list and perform one of the following steps:
- To save the view as a new view, click New and in the View Name field, enter a name for the view.
- To overwrite the existing view’s current settings, click the existing view’s name.
Click Save. The title of the interaction detail view tab changes.

Note: If a flow outcome is listed as an interaction and it’s in a division where the user isn’t permitted to see, then it appears unavailable.

To view interactions with voice transcript content, see Content Search view.

Protect or release recordings

To retain recordings for potential litigation, you can protect interaction recordings from deletion when complying with legal directives.

To protect recordings, follow these steps:

From the Interactions list, select the interactions that you want to protect.
Click Protect Recordings. The selected interactions are protected from deletion. For more information, see Protect recordings from deletion for a legal hold directive.

To release recordings, follow these steps:

From the Interactions list, select the interactions that you want to protect.
Click Release Recordings. The selected interactions are protected from deletion. For more information, see Protect recordings from deletion for a legal hold directive.

Note: No metrics are available beyond the maximum retention time of the interaction data. For more information, see .

You can copy an interaction’s Conversation ID to the clipboard and use it to filter interactions or share it with others, including Customer Care.

Show meClick to expand

To add multiple interactions to the filters, select the required interactions and click Add to filters.

To navigate through the pages, use the Previous , Next , First , and Last icons on the pagination control. To jump multiple pages at a time, click the First and Last icons.

Note: When you navigate through actively updating records, the last known page is estimated, and can return no results or display more pages.

To save the view with your filter and column settings, click Save.

To export the data in the view, click Export .

This view does not update as new interactions occur. To see new interactions, click Refresh.

Note: The Interactions view shows all transfers in all queues. The Queue performance view shows only the count of transfers for that queue alone. So if a call transfers in two queues, the call transfers count is calculated against two separate queues in the queue performance view.

For example, in the Interactions view, if an interaction A is transferred into Queue X and Queue Y, then the call transfers count for the interaction A is 2. In the Queue performance view, if an interaction A is transferred into Queue X and Queue Y, the call transfers count in the Queue X is 1.

Customize the view

To show only certain data, customize the Interactions view. For example, you can choose to show only certain columns or filter to see certain types of interactions. Your customizations remain in effect even if you leave and return to the view. You can also save your filter and column settings as a saved view to switch quickly between different data of interest in the same view.

Filter metrics by dateClick to expand

Notes:

The custom date range option in this view has a maximum length of 31 days.
Results are based on conversations with activity within the specified date range matching all the supplied filters. The interval must cover the UTC date the conversation started to be included in the search results. For more information, see the developer center article.
If you filter for a date and go back more than six quarters (558 days), expect the performance to be slow when looking for data past that duration.

To customize analytics views, use the date filter.

Show meClick to expand

To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to one month.

To use a preset to filter metrics, complete the following steps:

Click the date to display the date filter.
In the Presets list, select a preset date option.

Date presets

Presets	Description
Current interval	Shows data for the current 30-minute time period.
Today	Shows data for the time period that includes the current interval.
Yesterday	Shows data for the previous day.
This week	Shows data for a Sunday through Saturday time period.
Last week	Shows data for the previous week and Sunday through Saturday.
Previous 7 days	Shows data for the previous seven days.
This month	Shows data for the current month with no extra days.
Last month	Shows data for the previous calendar month with no extra days.
Previous 30 days	Shows data for the previous 30 days.
Interval	Shows data for a 30-minute time period.
Day	Shows data for a single 24-hour day.
Week	Shows data for a Sunday through Saturday time period.
Month	Shows data for the exact month with no extra days. If the current month is selected, you see the data up to the current date.

To use a custom date range to filter metrics, complete the following steps:

1. To display the date filter, click the date.
2. Select a start date and an end date on the calendar.
3. Click Apply.

To view data for a different time period using the same date presets, click the arrows on either side of the date display. For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.

To view data for a different time zone using the same date presets, from the Time zone drop-down menu, select the required time zone. You can create and save reports with the same selected time zone.

Manually assign waiting interactionsClick to expand

You can manually assign waiting interactions (interactions not chose up by an agent) to another agent or yourself.

Notes:

Genesys recommends that you filter your interactions list to show only the waiting interactions.
The interactions in the list are not live interactions.
Genesys Cloud automatically assigns the interactions. If you try to reassign an automatically assigned interaction at the same time, an error appears.

Manually assign a waiting interaction to another agent

Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Interactions and then click the view name to open it.
Find the interaction that you want to assign to another user.
Select the More menu associated with the interaction.
From the menu, select Assign to Other.
In the search box, begin typing the agent’s name. As you enter a name, agent names appear in the search results.
Select the agent’s name.

Manually assign a waiting interaction to yourself

Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Interactions and then click the view name to open it.
Find the interaction that you want to assign to yourself.
Select the More menu associated with the interaction.
From the menu, select Assign to Self.

Filter metrics by media typeClick to expand

To filter by media type, perform the following:

Click the Toggle filters panel icon .
Select the required media type.

Notes:

When filtering, you can select more than one media type. Click the relevant media type to select or deselect the type.
You cannot select the voice and callback types at the same time.
If you select voice, the callback option will be deselected. If you select callback, the voice interaction will be deselected.
The available media types may vary from those shown above.

The selected media type icon is displayed above the column headers. For more information about various media types and their settings, see the Set behavior and thresholds for all interaction types section in the Create and configure queues.

Reconnect to a closed emailClick to expand

Reconnect to a closed email

You can reconnect to a closed email from the Interactions view page.

To reconnect to a closed email interaction:

Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Interactions and then click the view name to open it.
Select the required interaction to reconnect to the closed email.
Click the More menu corresponding to the required interaction.
Click the Reconnect conversation Icon included icon. The interaction is routed to the conversation roster of the agent reconnecting the closed email. You can reply to it as you do with any other open email interaction.

For more information about replying to an email, see Reply to or forward an email message interaction.

Notes:

You cannot reply to or reconnect an expired conversation. Expired conversations include the following:
- Conversations that have been inactive for 30 days or more.
- Conversations for which the threading time has expired. For more information, see Configure organization-level email threading timeline
- Conversations in organizations where threading is disabled.
You cannot reconnect to a conversation that is in a live or connected state. You can only reconnect disconnected conversations.
When you reconnect a conversation and reply to its email, the conversation timeline displays a new segment in which the participant appears as user.
When you reconnect and reply to an email, Genesys Cloud considers the reply to be outbound.

Reassign and self-assign a parked email or messageClick to expand

The supervisor can view the list of parked emails or messages, including SMS, social messaging, open messaging, and web messaging, and reassign them to themselves or another agent or queue. When a previously parked email or message is reassigned to another agent, the reassigned email or message is delivered to the receiving agent’s roster by auto answer regardless of the agent’s utilization. As the agent who parked the email or message gets disconnected when the parked email or message is reassigned to another agent, the email or message status becomes unparked. If an auto-answer is enabled, the receiving agent gets two toasts.

If an email or message is parked while screen recording is enabled, the recording is stopped. A separate recording gets created when unparking the email or message. For example, when agent 1 parks an email or message, the screen recording of the agent 1 is stopped. When the email or message is reassigned to agent 2, a new screen recording of agent 2 gets created. The future default AHT excludes park duration.

A follow-up email or message interaction, associated with a parked email or message, is delivered to the agent roster even when the agent is off queue.

Warning: Before deleting a Genesys Cloud user, make sure to reassign that user’s parked emails or messages to another user or queue.

You can reassign the parked email or message to:

Yourself.
Another agent.
Queue.

To copy the conversation ID of the parked email or message:

Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Interactions and then click the view name to open it.
Select the required interaction.
Click the More icon corresponding to the required interaction and select Copy Conversation ID.

To reassign the parked email or message to yourself:

Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Interactions and then click the view name to open it.
Select the required interaction.
Click the More icon corresponding to the required interaction and click the Assign to Self icon.

The reassigned email or message is delivered to your roster by auto-answer regardless of your utilization.

To reassign the parked email or message to another agent or queue:

Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Interactions and then click the view name to open it.
Select the required interaction.
Click the More icon corresponding to the required interaction and click the Assign to Other Icon included icon.
In the Search bar, enter the name of the agent or queue and click the name to reassign it to the agent or queue.

Preview an email in queueClick to expand

The supervisor can preview an active email while in queue to gain a clear understanding of the content before assigning it to themselves or another agent. The email preview feature helps evenly distribute the workload to prevent burnout, significantly improve query handling speed and productivity, and ensure faster response times to customer inquiries while maintaining high service levels.

To preview an email in a queue and in a parked state, configure Enable Manual Assignment in Create and configure queues.

To preview an active email:

Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Interactions and then click the view name to open it.
Select the required interaction.
Click the More icon corresponding to the required interaction and click the Preview email icon. The preview email window opens.

Show, hide, and rearrange columnsClick to expand

Tables are updated to provide a more accessible and user-friendly experience through enhanced keyboard navigation, screen reader support, focus management, and improved accessibility compliance. These enhancements help users interact with table content more effectively. You can also resize columns and scroll horizontally, making it easier to view and work with large datasets.

To show or hide columns:

At the upper right corner of the table header, click the Edit columns icon. The Add/Remove Column pane appears.
Click the Manage columns tab.
(Optional) To sort the columns in ascending or alphabetical order, click Sort by > Column Name A-Z.
(Optional) To sort the columns in descending or reverse alphabetical order, click Sort by > Column Name Z-A.
(Optional) To categorize or uncategorize the columns, click Sort by and enable or disable the Group by Categories toggle.
Search or scroll to select the columns you want to view.
Note: You can also use keyboard navigation to choose the columns.
Click Save. The selected columns appear on the screen.
Note: The column selections appear only after saving the changes and do not apply to the table immediately.

To reorder the columns within the column picker:

At the upper right corner of the table header, click the Edit columns icon. The Add/Remove Column pane (column picker) appears.
Click the Reorder columns tab.
Click the grid icon of a column, and then drag and drop to reorder it within the column picker.

Notes:

You can also use keyboard shortcuts to reorder the columns. To reorder the columns using the keyboard, perform the following:
1. Click to select the grid icon of the column to be reordered, and on the keyboard, press the Spacebar.
2. To position the column, use the Up or Down arrow keys.
3. Press the Spacebar. The chosen column is reordered.
To improve keyboard accessibility and provide a more consistent user experience, column reordering is no longer performed by dragging column headers directly in the table. To reorder columns, use the Reorder Columns tab.

To reset a view to default column settings, click Reset view to defaults .

You can select up to 20 columns.

To better accommodate your screen size and reporting needs, you can customize the table layout in the view.

Resize columns

To resize the width of a column:

Hover over the boundary between two column headers.
When the resize cursor appears, click and drag the column border left or right.
Release the mouse button when the column reaches the desired width.

Resizing columns can help you view longer values, such as conversation IDs, user names, or other data, without truncation.

Scroll horizontally

If the view contains more columns than can fit within the available screen width, a horizontal scroll bar appears at the bottom of the table.

To view more columns:

Use the horizontal scroll bar at the bottom of the table.
Scroll left or right to access columns that are not currently visible.

Horizontal scrolling lets you view all available data while maintaining your selected column widths.

Note: Column resizing and horizontal scrolling affect only the display of the current view and do not change the underlying data.

For more information about the metrics shown in the columns, see Metric definitions.

Filter by interaction detailsClick to expand

To filter by information about the interaction, click Filters , and then search or scroll to select the filter you want to use.

Note: Partial searches for ANI, DNIS, and Session DNIS are supported only when the value can be parsed as a valid E.164 phone number. If the value cannot be parsed as a valid E.164 phone number, partial matching is unavailable. In this case, search using the complete stored value.

Interaction filters

Filter	Description
Callback – Time to first connect	The amount of time between the start of the callback ACD and the start of the first interaction segment on the voice channel.
Callback – Time to first dial	The amount of time between the start of the callback ACD and the start of the first dialing segment on the voice channel.
ANI	Displays interactions with the selected ANIs. You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search. You can search for multiple numbers by searching again.
Direction	Displays information about interactions of the selected directions.
Initial Direction	Displays information about interactions with the selected initial direction.
DNIS	Displays information for interactions with the selected original DNIS number. This DNIS number was dialed at the beginning of the interaction. Enter only the DNIS number. For example, enter 13172223333. Do not include other characters such as +, -, or ( ). You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search. Filter for multiple numbers at one time by entering other numbers and searching again.
Session DNIS	Displays information for interactions with the selected DNIS number. The DNIS number could have been dialed any time during the interaction. Enter only the DNIS number. For example, enter 13172223333. Do not include other characters such as +, -, or ( ). You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search. Filter for multiple numbers at one time by entering other numbers and searching again.
Conversation Duration	Displays interactions of the selected durations. To search for interactions of a custom duration, select Custom duration and use the controls to set a custom duration: Range: Displays interactions with durations within the selected range. Above: Displays interactions with durations above the selected duration. Below: Displays interactions with durations below the selected duration.
To	Displays information for interactions sent to the selected email addresses. Enter the full email address, such as person@example.com. The filter cannot search for a partial address. Filter for multiple addresses at one time by entering other addresses and searching again. When searching for a phone number, enter the entire phone number. For example, enter 13171002997 or 3171002997 to search for interactions sent to +1 317-100-2997. The filter cannot search for a partial phone number and it cannot process hyphens. You can omit the country code.
From	Displays information for interactions sent from the selected email addresses. Enter the full email address, such as person@example.com. The filter cannot search for a partial address. Filter for multiple addresses at one time by entering other addresses and searching again. When searching for a phone number, enter the entire phone number. For example, enter 13171002997 or 3171002997 to search for interactions sent to +1 317-100-2997. The filter cannot search for a partial phone number and it cannot process hyphens. You can omit the country code.
Abandoned	Displays abandoned or not abandoned interactions.
Transferred	Displays interactions that an agent has blind transferred or consult transferred.
Blind Transferred	Displays interactions that an agent has blind transferred.
Consulted	Displays interactions that an agent answered and then consulted with another participant without fully transferring the interaction.
Consult Transferred	Displays interactions that an agent answered and then consult transferred to another participant.
Not Responding	Displays interactions where agents do not answer, and the agent may have transitioned to Not Responding.
Queue	Displays interactions associated with the selected queues.
Has fax	When selected, the filter only shows interactions associated with a fax.
User	Displays information associated with the selected users. Filter for multiple users at one time by entering other users and searching again. To see and select inactive users in the User filter search, select Include inactive users. To see and select deleted users in the User filter search, select Include deleted users.
Wrap-up	Displays interactions that have the selected wrap-up codes.
Message Type	Displays interactions of the selected ACD message type. This filter only appears if you set the media type filter to All or Message. If you do not have any message types selected, the view displays information for all message types. Genesys Cloud currently supports the following message types: Apple Messages for Business, Facebook, Instagram, Line, Open, SMS, Web Messaging, WhatsApp, and X (Twitter). Note: Line message type is deprecated, but Genesys Cloud still supports display filtering.
Division	Filters interactions for a specific Division. See About access control.
Conversation ID	Filters for interactions matching the specific conversation ID. Like the other interaction filters, this filter returns interactions that occurred within the specified date range filter.
Skills	Displays interactions with the routing skills assigned to the selected user. When one user views another user, divisional access is evaluated against the user being viewed, not against each individual skill assigned to that user. If you have permission to view a user, the Skills field displays all routing skills assigned to that user, regardless of the divisions to which those skills belong. To ensure that skill visibility aligns with your organization's access model, assign users only the skills that are intended to be visible to anyone who has permission to view that user. For example, Agent Annie and Supervisor Bert both belong to the Alpha division. Bert is assigned the Returns skill (Alpha division) and the Warranty Support skill (Bravo division). When Annie searches for Bert, Bert appears in the search results because Annie has permission to view users in the Alpha division. Because Annie can view Bert, the Skills field displays both the Returns and Warranty Support skills, even though the Warranty Support skill belongs to the Bravo division.
Languages	Displays interactions that have the selected languages. Filter for multiple languages at one time by entering other languages and searching again.
Ended	Displays interactions that have ended.
Limit Interactions	Displays interactions matching the selected parameters. Waiting: Interactions that are in queue and waiting for an agent to answer them. Interacting: Interactions that an agent has answered and is working on. ACD-routed: Interactions that the routed to an agent. Preferred Agents Requested: Interactions where a preferred agent was requested due to preferred agent routing configuration, even if the system was not able to route the interaction to the preferred agent. Screen Share: Screen share occurred during the interaction. Co-browse: Co-browse occurred during the interaction Voicemail: The interaction has a voicemail associated with it. Flagged: The interaction was flagged as problematic. Wrap-up Notes: The interaction has wrap-up notes included. To display interactions that match all of the selected parameters, for example, to see interactions that are waiting and ACD routed, click the toggle to Match All. To display interactions that match any of the selected parameters, for example to see interactions that have a screen share or co-browse session, click to the toggle to Match Any.
Has Media	Only shows interactions that have multimedia content. This filter only appears if you set the media type filter to Message.
Provider	The source provider for the conversation. For example, Genesys Cloud EMAIL, Edge, and so on.
Time to Abandon	The duration of time until the conversation was abandoned.
Monitored	Whether the interaction was monitored.
Screen Monitored	Displays interactions that were screen monitored in real time.
Remote	Information on the remote party or external participant, such as name, phone number, and email address.
Flow-Out Type	Shows the type of flowout for a conversation that was a flowout from a queue.
Answered	Whether the interaction was answered.
Routing Used	Displays the routing method that was used to get to the agent who answered the interaction. The routing data is relevant beginning September 5, 2020.
Routing Requested	Displays the routing methods that were requested for the interaction. Gives insight into each of the routing methods the conversation went through prior to being answered, abandoned, or flow-out. The routing data is relevant beginning September 5, 2020.
MOS	Displays interactions with the selected range of MOS scores. MOS scores range from 1 to 5. Range: Displays interactions with MOS scores within the selected range. Above: Displays interactions with MOS scores above the selected score. Below: Displays interactions with MOS scores below the selected score. For more information, see Mean Opinion Score (MOS) Overview.
Agent Assist	Displays interactions with Agent Assist.
Work Team	Displays metrics for interactions associated with the selected work team. Filter for multiple work teams at one time by entering other work teams and searching again. For more information, see Work teams overview.
SIP Call ID	Displays information about interactions associated with the selected SIP Call ID.
External Tag	Displays information for interactions that have the External Tag attached to the conversation record. Note: External tag data is not available for web chat interactions.
Authenticated	If Yes, displays web messaging interactions that are authenticated. If No, displays web messaging interactions that are not authenticated.
Recorded	Displays interactions that were recorded.
Takeover	Displays interactions based on the selected option: Yes – Displays interactions where one or more supervisors took over the interaction. No – Displays interactions where supervisors did not take over the interaction.
Screen Recorded	Displays only interactions that were screen recorded.
Delivery Status	Displays interactions with the selected delivery statuses. Delivery Failed Delivery success Failed Queued Read Received Sent For more information, see SMS delivery receipts, Email delivery receipts, and WhatsApp delivery receipts.
Conversation Initiator	Displays interactions started by a selected initiator (external, user, workflow, customer, or agent).
Conversation Participation	Displays email and message interactions started by the customer.
Cleared by customer	Displays whether the conversation was cleared by the customer or not.
Parked	Show only interactions that have been parked.
Social Classification	Displays interactions based on one of the following options selected. Public - Displays interactions with social listening public data. Private - Displays interactions with social listening private data.
Group Ring	Displays only the voice interactions that have alerted the selected group members via group ring. When multiple groups are selected, an OR operator is used to filter the interactions.

Filter by evaluation detailsClick to expand

To filter by information about the evaluations of the interaction:

Click Filter.
Click the Evaluations tab.
Search or scroll to select the filter you want to use.

Evaluation filters

Filter	Description
Evaluation Score	Displays interactions with the selected range of scores: Range: Displays interactions with scores within the selected range. Above: Displays interactions with scores above the selected score. Below: Displays interactions with scores below the selected score.
Evaluation Critical Score	Displays interactions with the selected range of critical scores: Range: Displays interactions with critical scores within the selected range. Above: Displays interactions with critical scores above the selected score. Below: Displays interactions with critical scores below the selected score.
Agent	Displays interactions with evaluations of the selected agents. To see and select inactive users in the Agent filter search, select Include inactive users. To see and select deleted users in the Agent filter search, select Include deleted users.
Evaluator	Displays interactions evaluated by the selected evaluators. To see and select inactive users in the Evaluator filter search, select Include inactive users. To see and select deleted users in the Evaluator filter search, select Include deleted users.
Has Evaluation	Displays interactions that have evaluation data associated with them.
Evaluation Form	Displays the name of the evaluation form.
Agent Auto-Evaluation Form	Displays the name of the auto-evaluation form used to automatically assess the interaction using AI scoring, evaluation assistance, and/or configured default answers.
Has Scored Evaluation	Displays interactions that have completed evaluation data associated with them.

Filter by survey detailsClick to expand

To filter by information about the survey details of the interaction:

Click Filter.
Click the Surveys tab.
Search or scroll to select the filter you want to use.

Surveys filters

Showentries

Filter	Description
Has Survey Data	Displays interactions that have survey data associated with them.
Survey Score	Displays interactions with the selected range of survey scores: Range: Displays interactions with scores within the selected range. Above: Displays interactions with scores above the selected score. Below: Displays interactions with scores below the selected score.
Promoter Score	Displays the promoter score given by a survey respondent in a survey. Genesys Cloud uses the promoter score to calculate the survey's overall NPS. For more information about NPS, see Net Promoter Score web survey question overview. Range: Displays interactions with scores within the selected range. Above: Displays interactions with scores above the selected score. Below: Displays interactions with scores below the selected score. One value listed for each survey associated with the interaction.
Survey Status	Displays the status of the survey. Pending: Genesys Cloud has collected all of the data it needs to send the survey invitation and intends to send it. Sent: Genesys Cloud successfully sent the survey invitation and link to the contact. In Progress: The contact opened the survey link to start the survey. Finished: The contact completed the survey. Error: An error occurred when Genesys Cloud tried to deliver the survey, such as an invalid email address. Opt Out: The contact chose not to receive the surveys. For more information, see Note an External Contact’s survey opt-out preference. Expired: The survey expired. Survey links expire 90 days after Genesys Cloud sends them out. Deleted: The survey form was deleted. One value listed for each survey associated with the interaction.
Survey Form	Displays the name of the survey form sent. One value listed for each survey associated with the interaction.
Survey Type	Web: Displays data for web surveys. Voice: Displays data for voice surveys.

Showing results

1 - 6 of 6

Filter by outbound detailsClick to expand

To filter by information about the outbound details of the interaction:

Click Filter.
Click the Outbound tab.
Search or scroll to select the filter you want to use.

Outbound filters

Filter	Description
Campaign Name	Displays interactions associated with the selected campaigns. When you type a campaign name, the suggested campaigns appear with their campaign types, Voice, Email, WhatsApp, or SMS. Email campaign type: Display interactions for multiple campaigns by entering other campaign names and searching again.
Contact List	Displays interactions associated with the selected contact lists.
Contact ID	Displays interactions associated with the selected contact IDs.
Campaign	Displays only interactions that are associated with campaigns.

Filter by journey detailsClick to expand

To filter by information about the journey details of the interaction:

Click Filter .
Click the Journey tab.

Journey filters

Filter	Description
Has Customer Journey Data	Displays data for interactions with customer journey data.
Proactive	Displays data for interactions where Predictive Engagement offered a chat during a customer’s website visit based on the Predictive Engagement action map settings.

Filter by flow detailsClick to expand

To filter by information about the IVR flow details of the interaction:

Click Filter.
Click the Flows tab.
Search or scroll to select the filter you want to use.

Flows filters

Filter	Description
Flows	Displays interactions associated with the selected IVR flows.
Flows Outcomes	Displays interactions associated with the selected flow outcome.
Flow Outcome Value	Displays interactions that have the selected flow outcome values.
Flow Disconnect Reason	Displays interactions with the selected flow disconnect reason.

Filter by External ContactClick to expand

To filter by information about External Contact details of the interaction:

Click Toggle filters panel .
Click the External Contact tab.

External Contact filters

Filter	Description
External Contact	Displays information about interactions associated with the selected external contact. You can filter for: Contact name Address Phone number Email address Organization name Custom fields When you filter by external contact, the contact name appears with the associated organization name. Filter for multiple external contacts at one time by entering another contact and searching again. Enable Include merged contacts to search all the contacts that relate to the external contacts in the filter. Note: You can associate each merged contact with many individual contact IDs. When you enable the Include merged contacts, all merged contact IDs are automatically added to the search. The search filters are limited to 200 total search dimensions. For example, if you merge one contact into five other contacts, the search, performed along with the merged contacts, filters a total of six contacts. If an organization heavily uses the merged contacts, a search for a few external contacts can hit the search filter limit.
External Organization	Displays information about interactions associated with the selected external organization. You can filter for: Organization name Address Phone number Custom fields Filter for multiple external organizations at one time by entering another organization and searching again.

Filter

Description

External Contact

Displays information about interactions associated with the selected external contact. You can filter for:

Contact name
Address
Phone number
Email address
Organization name
Custom fields

When you filter by external contact, the contact name appears with the associated organization name.

Filter for multiple external contacts at one time by entering another contact and searching again.

Enable Include merged contacts to search all the contacts that relate to the external contacts in the filter.

Note: You can associate each merged contact with many individual contact IDs. When you enable the Include merged contacts, all merged contact IDs are automatically added to the search. The search filters are limited to 200 total search dimensions.

For example, if you merge one contact into five other contacts, the search, performed along with the merged contacts, filters a total of six contacts. If an organization heavily uses the merged contacts, a search for a few external contacts can hit the search filter limit.

External Organization

Displays information about interactions associated with the selected external organization. You can filter for:

Organization name
Address
Phone number
Custom fields

Filter for multiple external organizations at one time by entering another organization and searching again.

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Interactions view

AI-generated summary

PrerequisitesClick to expand

The following permissions:

Analytics > Conversation Aggregate – View
Analytics > Conversation Detail – View
All permissions under Analytics > Data Export
Directory > User – View
Groups > Work Team – View (to filter by Work Team)
Reporting > CustomParticipantAttributes – View (to export custom participant attributes)
Outbound > Campaign – View (to view Outbound columns)
Outbound > Campaign – Search (to view Campaign names)
Outbound > Contact List – Search (to view Contact List names)
Routing > Queue – View, Routing > Queue – Search, and Routing > Wrap-up Code – View (to view Queue and Wrap-up columns)
Analytics > interactionEvaluationDetails – View (to view Evaluations columns)
Analytics > interactionSurveyDetails – View (to view Surveys columns)
Conversation > Communication – reconnect (to reconnect to a closed email)
Conversation > Email – Park (for an agent to park an email)
Conversation > Communication – Target (for division access restriction).
Architect > Flow – Search (to view flow names)
For a supervisor to access Media and Messages columns, need one of the following:
- Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4.
For a supervisor to reassign or blind transfer the parked email to another agent:
- Conversation > Communication – Transfer
- Conversation > Communication – blindTransfer or Conversation > Communication – blindTransferAgent
For a supervisor to reassign or blind transfer the parked email to another queue:
- Conversation > Communication – Transfer
- Conversation > Communication – blindTransfer or Conversation > Communication – blindTransferQueue
To park a conversation: Conversation > Message – Park
To reassign a conversation to another user or queue: Conversation > Communication – Blind transfer is allowed
To reassign a conversation to another user: Conversation > Communication – Blind transfer to agent
To reassign a conversation to another queue: Conversation > Communication – Blind transfer to queue
To transfer a conversation to another division: Conversation > Communication – Target
For an admin to take over a messaging interaction: Conversation > Message – Take Over

One or more of the following permissions:

Quality > Calibration – View
Quality > Evaluation – Add
Quality > Evaluation – Edit Score
Conversation > Communication – View

Individual access to assignment permissionsClick to expand

Conversation > Call – Assign (to manually assign a call to an agent)
Conversation > Webchat – Assign (to manually assign a chat to an agent)
Conversation > Message – Assign (to manually assign a message to an agent)
Conversation > Callback – Assign (to manually assign a callback to an agent)
Conversation > Email – Assign (to manually assign an email to an agent)
Conversation > Call – Pull (to manually assign a call to yourself)
Conversation > Webchat – Pull (to manually assign a chat to yourself)
Conversation > Message – Pull (to manually assign a message to yourself)
Conversation > Callback – Pull (to manually assign a callback to yourself)
Conversation > Email – Pull (to manually assign an email to yourself)

Email preview permissionsClick to expand

To view in-progress and completed interactions, perform the following:

Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Interactions and then click the view name to open it.

Available columns

To view the available columns, see the Interactions view section in the View available columns in performance views by category article.

To view the consolidated list of available columns in the performance views, see Consolidated view of available columns in performance views.
To view the list of available columns in the performance views by category, see View available columns in performance views by category.

Extra columns for export

The export contains two extra columns: Full Export Completed, and Partial Result time stamp.

Additional export columnsClick to expand

Full Export Completed

The values for Full Export Completed are YES, NO, or a number.

YES = You received all the interactions requested.
NO = Export exceeded the limit of exporting recent conversations. When you use the filtering by date option to export the recent conversations and if the number of conversations per twelve-hour period exceeds the preset limit, the export file has only partial results. Conversations typically greater than one day old can be exported at a significantly higher volume.
A number = The file was truncated as the data exceeded the maximum row limit.

Partial Result Timestamp

A partial result timestamp exists under two conditions.

Export attempted to pull recent conversations at a volume that exceeded the limit.
Data exceeded the total maximum row limit. A number in the Full Export Completed column shows the number of rows that exceeded the maximum row limit and a timestamp for the most recent interaction in the export file.

There are four conditions that can exist for the Full Export Completed and Partial Result Timestamp columns.

Full Export Completed	Partial Result Timestamp	Description of Condition
YES		All requested data was exported.
NO	8/19/19 18:45	Export exceeded the limit for exporting recent conversations. The timestamp indicates the most recent transaction.
<####>		All requested data was not exported as the data exceeded the maximum row limit. The Full Export Completed column indicates the row limit.
<####>	8/19/19 18:45	All requested data was not exported due to exceeding the recent conversation volume limit and the total maximum row count. The Full Export Completed column indicates the row limit. The timestamp indicates the most recent transaction.

Set a default time zone in the workspace

You can set the default time zone in the analytics workspace before viewing any analytics view.

To set the default time zone in the workspace, follow these steps:

Click Performance > Workspace.
Click Menu > Analytics > Analytics Workspace.
On the left side, from the Time zone drop-down menu, select the required time zone as the default time zone for the analytics workspace.

Notes:

When switching between the interaction detail view tabs, the recording playback stops working.
When switching between the interaction detail view tabs, the following features on the interaction detail view tab continue to work as expected:
- Monitor/coach/ a live call
- Interaction download
- Quality management/evaluations
- Schedule Coaching
- Audit Trail tab
The number of interaction detail view tabs that can be opened at a time is limited to a maximum of 20 tabs. If the user opens a new tab by clicking an interaction while 20 tabs are open, the new interaction detail tab opens in the existing tab.

Click More in the title of the interaction detail view tab and choose the required task to perform any of the following:

Columns	Description
Reload	Reloads the current tab alone.
Duplicate	Creates a duplicate copy of the current tab.
Close	Closes the current tab alone.
Close all tabs	Closes all the open tabs.
Close other tabs	Leaves the current tab open and closes all the other open tabs.

To rename the title of the interaction detail view tab:

Click Save View on the right side. The Save view pane appears.
Click the Save To drop-down list and perform one of the following steps:
- To save the view as a new view, click New and in the View Name field, enter a name for the view.
- To overwrite the existing view’s current settings, click the existing view’s name.
Click Save. The title of the interaction detail view tab changes.

Note: If a flow outcome is listed as an interaction and it’s in a division where the user isn’t permitted to see, then it appears unavailable.

To view interactions with voice transcript content, see Content Search view.

Protect or release recordings

To retain recordings for potential litigation, you can protect interaction recordings from deletion when complying with legal directives.

To protect recordings, follow these steps:

From the Interactions list, select the interactions that you want to protect.
Click Protect Recordings. The selected interactions are protected from deletion. For more information, see Protect recordings from deletion for a legal hold directive.

To release recordings, follow these steps:

From the Interactions list, select the interactions that you want to protect.
Click Release Recordings. The selected interactions are protected from deletion. For more information, see Protect recordings from deletion for a legal hold directive.

Note: No metrics are available beyond the maximum retention time of the interaction data. For more information, see .

You can copy an interaction’s Conversation ID to the clipboard and use it to filter interactions or share it with others, including Customer Care.

Show meClick to expand

To add multiple interactions to the filters, select the required interactions and click Add to filters.

To navigate through the pages, use the Previous , Next , First , and Last icons on the pagination control. To jump multiple pages at a time, click the First and Last icons.

Note: When you navigate through actively updating records, the last known page is estimated, and can return no results or display more pages.

To save the view with your filter and column settings, click Save.

To export the data in the view, click Export .

This view does not update as new interactions occur. To see new interactions, click Refresh.

Customize the view

Filter metrics by dateClick to expand

Notes:

The custom date range option in this view has a maximum length of 31 days.
Results are based on conversations with activity within the specified date range matching all the supplied filters. The interval must cover the UTC date the conversation started to be included in the search results. For more information, see the developer center article.
If you filter for a date and go back more than six quarters (558 days), expect the performance to be slow when looking for data past that duration.

To customize analytics views, use the date filter.

Show meClick to expand

To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to one month.

To use a preset to filter metrics, complete the following steps:

Click the date to display the date filter.
In the Presets list, select a preset date option.

Date presets

Presets	Description
Current interval	Shows data for the current 30-minute time period.
Today	Shows data for the time period that includes the current interval.
Yesterday	Shows data for the previous day.
This week	Shows data for a Sunday through Saturday time period.
Last week	Shows data for the previous week and Sunday through Saturday.
Previous 7 days	Shows data for the previous seven days.
This month	Shows data for the current month with no extra days.
Last month	Shows data for the previous calendar month with no extra days.
Previous 30 days	Shows data for the previous 30 days.
Interval	Shows data for a 30-minute time period.
Day	Shows data for a single 24-hour day.
Week	Shows data for a Sunday through Saturday time period.
Month	Shows data for the exact month with no extra days. If the current month is selected, you see the data up to the current date.

To use a custom date range to filter metrics, complete the following steps:

1. To display the date filter, click the date.
2. Select a start date and an end date on the calendar.
3. Click Apply.

To view data for a different time period using the same date presets, click the arrows on either side of the date display. For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.

To view data for a different time zone using the same date presets, from the Time zone drop-down menu, select the required time zone. You can create and save reports with the same selected time zone.

Manually assign waiting interactionsClick to expand

You can manually assign waiting interactions (interactions not chose up by an agent) to another agent or yourself.

Notes:

Genesys recommends that you filter your interactions list to show only the waiting interactions.
The interactions in the list are not live interactions.
Genesys Cloud automatically assigns the interactions. If you try to reassign an automatically assigned interaction at the same time, an error appears.

Manually assign a waiting interaction to another agent

Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Interactions and then click the view name to open it.
Find the interaction that you want to assign to another user.
Select the More menu associated with the interaction.
From the menu, select Assign to Other.
In the search box, begin typing the agent’s name. As you enter a name, agent names appear in the search results.
Select the agent’s name.

Manually assign a waiting interaction to yourself

Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Interactions and then click the view name to open it.
Find the interaction that you want to assign to yourself.
Select the More menu associated with the interaction.
From the menu, select Assign to Self.

Filter metrics by media typeClick to expand

To filter by media type, perform the following:

Click the Toggle filters panel icon .
Select the required media type.

Notes:

When filtering, you can select more than one media type. Click the relevant media type to select or deselect the type.
You cannot select the voice and callback types at the same time.
If you select voice, the callback option will be deselected. If you select callback, the voice interaction will be deselected.
The available media types may vary from those shown above.

Reconnect to a closed emailClick to expand

Reconnect to a closed email

You can reconnect to a closed email from the Interactions view page.

To reconnect to a closed email interaction:

Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Interactions and then click the view name to open it.
Select the required interaction to reconnect to the closed email.
Click the More menu corresponding to the required interaction.
Click the Reconnect conversation Icon included icon. The interaction is routed to the conversation roster of the agent reconnecting the closed email. You can reply to it as you do with any other open email interaction.

For more information about replying to an email, see Reply to or forward an email message interaction.

Notes:

You cannot reply to or reconnect an expired conversation. Expired conversations include the following:
- Conversations that have been inactive for 30 days or more.
- Conversations for which the threading time has expired. For more information, see Configure organization-level email threading timeline
- Conversations in organizations where threading is disabled.
You cannot reconnect to a conversation that is in a live or connected state. You can only reconnect disconnected conversations.
When you reconnect a conversation and reply to its email, the conversation timeline displays a new segment in which the participant appears as user.
When you reconnect and reply to an email, Genesys Cloud considers the reply to be outbound.

Reassign and self-assign a parked email or messageClick to expand

A follow-up email or message interaction, associated with a parked email or message, is delivered to the agent roster even when the agent is off queue.

Warning: Before deleting a Genesys Cloud user, make sure to reassign that user’s parked emails or messages to another user or queue.

You can reassign the parked email or message to:

Yourself.
Another agent.
Queue.

To copy the conversation ID of the parked email or message:

Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Interactions and then click the view name to open it.
Select the required interaction.
Click the More icon corresponding to the required interaction and select Copy Conversation ID.

To reassign the parked email or message to yourself:

Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Interactions and then click the view name to open it.
Select the required interaction.
Click the More icon corresponding to the required interaction and click the Assign to Self icon.

The reassigned email or message is delivered to your roster by auto-answer regardless of your utilization.

To reassign the parked email or message to another agent or queue:

Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Interactions and then click the view name to open it.
Select the required interaction.
Click the More icon corresponding to the required interaction and click the Assign to Other Icon included icon.
In the Search bar, enter the name of the agent or queue and click the name to reassign it to the agent or queue.

Preview an email in queueClick to expand

To preview an email in a queue and in a parked state, configure Enable Manual Assignment in Create and configure queues.

To preview an active email:

Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Interactions and then click the view name to open it.
Select the required interaction.
Click the More icon corresponding to the required interaction and click the Preview email icon. The preview email window opens.

Show, hide, and rearrange columnsClick to expand

To show or hide columns:

At the upper right corner of the table header, click the Edit columns icon. The Add/Remove Column pane appears.
Click the Manage columns tab.
(Optional) To sort the columns in ascending or alphabetical order, click Sort by > Column Name A-Z.
(Optional) To sort the columns in descending or reverse alphabetical order, click Sort by > Column Name Z-A.
(Optional) To categorize or uncategorize the columns, click Sort by and enable or disable the Group by Categories toggle.
Search or scroll to select the columns you want to view.
Note: You can also use keyboard navigation to choose the columns.
Click Save. The selected columns appear on the screen.
Note: The column selections appear only after saving the changes and do not apply to the table immediately.

To reorder the columns within the column picker:

At the upper right corner of the table header, click the Edit columns icon. The Add/Remove Column pane (column picker) appears.
Click the Reorder columns tab.
Click the grid icon of a column, and then drag and drop to reorder it within the column picker.

Notes:

You can also use keyboard shortcuts to reorder the columns. To reorder the columns using the keyboard, perform the following:
1. Click to select the grid icon of the column to be reordered, and on the keyboard, press the Spacebar.
2. To position the column, use the Up or Down arrow keys.
3. Press the Spacebar. The chosen column is reordered.
To improve keyboard accessibility and provide a more consistent user experience, column reordering is no longer performed by dragging column headers directly in the table. To reorder columns, use the Reorder Columns tab.

To reset a view to default column settings, click Reset view to defaults .

You can select up to 20 columns.

To better accommodate your screen size and reporting needs, you can customize the table layout in the view.

Resize columns

To resize the width of a column:

Hover over the boundary between two column headers.
When the resize cursor appears, click and drag the column border left or right.
Release the mouse button when the column reaches the desired width.

Resizing columns can help you view longer values, such as conversation IDs, user names, or other data, without truncation.

Scroll horizontally

If the view contains more columns than can fit within the available screen width, a horizontal scroll bar appears at the bottom of the table.

To view more columns:

Use the horizontal scroll bar at the bottom of the table.
Scroll left or right to access columns that are not currently visible.

Horizontal scrolling lets you view all available data while maintaining your selected column widths.

Note: Column resizing and horizontal scrolling affect only the display of the current view and do not change the underlying data.

For more information about the metrics shown in the columns, see Metric definitions.

Filter by interaction detailsClick to expand

To filter by information about the interaction, click Filters , and then search or scroll to select the filter you want to use.

Interaction filters

Filter	Description
Callback – Time to first connect	The amount of time between the start of the callback ACD and the start of the first interaction segment on the voice channel.
Callback – Time to first dial	The amount of time between the start of the callback ACD and the start of the first dialing segment on the voice channel.
ANI	Displays interactions with the selected ANIs. You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search. You can search for multiple numbers by searching again.
Direction	Displays information about interactions of the selected directions.
Initial Direction	Displays information about interactions with the selected initial direction.
DNIS	Displays information for interactions with the selected original DNIS number. This DNIS number was dialed at the beginning of the interaction. Enter only the DNIS number. For example, enter 13172223333. Do not include other characters such as +, -, or ( ). You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search. Filter for multiple numbers at one time by entering other numbers and searching again.
Session DNIS	Displays information for interactions with the selected DNIS number. The DNIS number could have been dialed any time during the interaction. Enter only the DNIS number. For example, enter 13172223333. Do not include other characters such as +, -, or ( ). You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search. Filter for multiple numbers at one time by entering other numbers and searching again.
Conversation Duration	Displays interactions of the selected durations. To search for interactions of a custom duration, select Custom duration and use the controls to set a custom duration: Range: Displays interactions with durations within the selected range. Above: Displays interactions with durations above the selected duration. Below: Displays interactions with durations below the selected duration.
To	Displays information for interactions sent to the selected email addresses. Enter the full email address, such as person@example.com. The filter cannot search for a partial address. Filter for multiple addresses at one time by entering other addresses and searching again. When searching for a phone number, enter the entire phone number. For example, enter 13171002997 or 3171002997 to search for interactions sent to +1 317-100-2997. The filter cannot search for a partial phone number and it cannot process hyphens. You can omit the country code.
From	Displays information for interactions sent from the selected email addresses. Enter the full email address, such as person@example.com. The filter cannot search for a partial address. Filter for multiple addresses at one time by entering other addresses and searching again. When searching for a phone number, enter the entire phone number. For example, enter 13171002997 or 3171002997 to search for interactions sent to +1 317-100-2997. The filter cannot search for a partial phone number and it cannot process hyphens. You can omit the country code.
Abandoned	Displays abandoned or not abandoned interactions.
Transferred	Displays interactions that an agent has blind transferred or consult transferred.
Blind Transferred	Displays interactions that an agent has blind transferred.
Consulted	Displays interactions that an agent answered and then consulted with another participant without fully transferring the interaction.
Consult Transferred	Displays interactions that an agent answered and then consult transferred to another participant.
Not Responding	Displays interactions where agents do not answer, and the agent may have transitioned to Not Responding.
Queue	Displays interactions associated with the selected queues.
Has fax	When selected, the filter only shows interactions associated with a fax.
User	Displays information associated with the selected users. Filter for multiple users at one time by entering other users and searching again. To see and select inactive users in the User filter search, select Include inactive users. To see and select deleted users in the User filter search, select Include deleted users.
Wrap-up	Displays interactions that have the selected wrap-up codes.
Message Type	Displays interactions of the selected ACD message type. This filter only appears if you set the media type filter to All or Message. If you do not have any message types selected, the view displays information for all message types. Genesys Cloud currently supports the following message types: Apple Messages for Business, Facebook, Instagram, Line, Open, SMS, Web Messaging, WhatsApp, and X (Twitter). Note: Line message type is deprecated, but Genesys Cloud still supports display filtering.
Division	Filters interactions for a specific Division. See About access control.
Conversation ID	Filters for interactions matching the specific conversation ID. Like the other interaction filters, this filter returns interactions that occurred within the specified date range filter.
Skills	Displays interactions with the routing skills assigned to the selected user. When one user views another user, divisional access is evaluated against the user being viewed, not against each individual skill assigned to that user. If you have permission to view a user, the Skills field displays all routing skills assigned to that user, regardless of the divisions to which those skills belong. To ensure that skill visibility aligns with your organization's access model, assign users only the skills that are intended to be visible to anyone who has permission to view that user. For example, Agent Annie and Supervisor Bert both belong to the Alpha division. Bert is assigned the Returns skill (Alpha division) and the Warranty Support skill (Bravo division). When Annie searches for Bert, Bert appears in the search results because Annie has permission to view users in the Alpha division. Because Annie can view Bert, the Skills field displays both the Returns and Warranty Support skills, even though the Warranty Support skill belongs to the Bravo division.
Languages	Displays interactions that have the selected languages. Filter for multiple languages at one time by entering other languages and searching again.
Ended	Displays interactions that have ended.
Limit Interactions	Displays interactions matching the selected parameters. Waiting: Interactions that are in queue and waiting for an agent to answer them. Interacting: Interactions that an agent has answered and is working on. ACD-routed: Interactions that the routed to an agent. Preferred Agents Requested: Interactions where a preferred agent was requested due to preferred agent routing configuration, even if the system was not able to route the interaction to the preferred agent. Screen Share: Screen share occurred during the interaction. Co-browse: Co-browse occurred during the interaction Voicemail: The interaction has a voicemail associated with it. Flagged: The interaction was flagged as problematic. Wrap-up Notes: The interaction has wrap-up notes included. To display interactions that match all of the selected parameters, for example, to see interactions that are waiting and ACD routed, click the toggle to Match All. To display interactions that match any of the selected parameters, for example to see interactions that have a screen share or co-browse session, click to the toggle to Match Any.
Has Media	Only shows interactions that have multimedia content. This filter only appears if you set the media type filter to Message.
Provider	The source provider for the conversation. For example, Genesys Cloud EMAIL, Edge, and so on.
Time to Abandon	The duration of time until the conversation was abandoned.
Monitored	Whether the interaction was monitored.
Screen Monitored	Displays interactions that were screen monitored in real time.
Remote	Information on the remote party or external participant, such as name, phone number, and email address.
Flow-Out Type	Shows the type of flowout for a conversation that was a flowout from a queue.
Answered	Whether the interaction was answered.
Routing Used	Displays the routing method that was used to get to the agent who answered the interaction. The routing data is relevant beginning September 5, 2020.
Routing Requested	Displays the routing methods that were requested for the interaction. Gives insight into each of the routing methods the conversation went through prior to being answered, abandoned, or flow-out. The routing data is relevant beginning September 5, 2020.
MOS	Displays interactions with the selected range of MOS scores. MOS scores range from 1 to 5. Range: Displays interactions with MOS scores within the selected range. Above: Displays interactions with MOS scores above the selected score. Below: Displays interactions with MOS scores below the selected score. For more information, see Mean Opinion Score (MOS) Overview.
Agent Assist	Displays interactions with Agent Assist.
Work Team	Displays metrics for interactions associated with the selected work team. Filter for multiple work teams at one time by entering other work teams and searching again. For more information, see Work teams overview.
SIP Call ID	Displays information about interactions associated with the selected SIP Call ID.
External Tag	Displays information for interactions that have the External Tag attached to the conversation record. Note: External tag data is not available for web chat interactions.
Authenticated	If Yes, displays web messaging interactions that are authenticated. If No, displays web messaging interactions that are not authenticated.
Recorded	Displays interactions that were recorded.
Takeover	Displays interactions based on the selected option: Yes – Displays interactions where one or more supervisors took over the interaction. No – Displays interactions where supervisors did not take over the interaction.
Screen Recorded	Displays only interactions that were screen recorded.
Delivery Status	Displays interactions with the selected delivery statuses. Delivery Failed Delivery success Failed Queued Read Received Sent For more information, see SMS delivery receipts, Email delivery receipts, and WhatsApp delivery receipts.
Conversation Initiator	Displays interactions started by a selected initiator (external, user, workflow, customer, or agent).
Conversation Participation	Displays email and message interactions started by the customer.
Cleared by customer	Displays whether the conversation was cleared by the customer or not.
Parked	Show only interactions that have been parked.
Social Classification	Displays interactions based on one of the following options selected. Public - Displays interactions with social listening public data. Private - Displays interactions with social listening private data.
Group Ring	Displays only the voice interactions that have alerted the selected group members via group ring. When multiple groups are selected, an OR operator is used to filter the interactions.

Filter by evaluation detailsClick to expand

To filter by information about the evaluations of the interaction:

Click Filter.
Click the Evaluations tab.
Search or scroll to select the filter you want to use.

Evaluation filters

Filter	Description
Evaluation Score	Displays interactions with the selected range of scores: Range: Displays interactions with scores within the selected range. Above: Displays interactions with scores above the selected score. Below: Displays interactions with scores below the selected score.
Evaluation Critical Score	Displays interactions with the selected range of critical scores: Range: Displays interactions with critical scores within the selected range. Above: Displays interactions with critical scores above the selected score. Below: Displays interactions with critical scores below the selected score.
Agent	Displays interactions with evaluations of the selected agents. To see and select inactive users in the Agent filter search, select Include inactive users. To see and select deleted users in the Agent filter search, select Include deleted users.
Evaluator	Displays interactions evaluated by the selected evaluators. To see and select inactive users in the Evaluator filter search, select Include inactive users. To see and select deleted users in the Evaluator filter search, select Include deleted users.
Has Evaluation	Displays interactions that have evaluation data associated with them.
Evaluation Form	Displays the name of the evaluation form.
Agent Auto-Evaluation Form	Displays the name of the auto-evaluation form used to automatically assess the interaction using AI scoring, evaluation assistance, and/or configured default answers.
Has Scored Evaluation	Displays interactions that have completed evaluation data associated with them.

Filter by survey detailsClick to expand

To filter by information about the survey details of the interaction:

Click Filter.
Click the Surveys tab.
Search or scroll to select the filter you want to use.

Surveys filters

Showentries

Filter	Description
Has Survey Data	Displays interactions that have survey data associated with them.
Survey Score	Displays interactions with the selected range of survey scores: Range: Displays interactions with scores within the selected range. Above: Displays interactions with scores above the selected score. Below: Displays interactions with scores below the selected score.
Promoter Score	Displays the promoter score given by a survey respondent in a survey. Genesys Cloud uses the promoter score to calculate the survey's overall NPS. For more information about NPS, see Net Promoter Score web survey question overview. Range: Displays interactions with scores within the selected range. Above: Displays interactions with scores above the selected score. Below: Displays interactions with scores below the selected score. One value listed for each survey associated with the interaction.
Survey Status	Displays the status of the survey. Pending: Genesys Cloud has collected all of the data it needs to send the survey invitation and intends to send it. Sent: Genesys Cloud successfully sent the survey invitation and link to the contact. In Progress: The contact opened the survey link to start the survey. Finished: The contact completed the survey. Error: An error occurred when Genesys Cloud tried to deliver the survey, such as an invalid email address. Opt Out: The contact chose not to receive the surveys. For more information, see Note an External Contact’s survey opt-out preference. Expired: The survey expired. Survey links expire 90 days after Genesys Cloud sends them out. Deleted: The survey form was deleted. One value listed for each survey associated with the interaction.
Survey Form	Displays the name of the survey form sent. One value listed for each survey associated with the interaction.
Survey Type	Web: Displays data for web surveys. Voice: Displays data for voice surveys.

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Filter by outbound detailsClick to expand

To filter by information about the outbound details of the interaction:

Click Filter.
Click the Outbound tab.
Search or scroll to select the filter you want to use.

Outbound filters

Filter	Description
Campaign Name	Displays interactions associated with the selected campaigns. When you type a campaign name, the suggested campaigns appear with their campaign types, Voice, Email, WhatsApp, or SMS. Email campaign type: Display interactions for multiple campaigns by entering other campaign names and searching again.
Contact List	Displays interactions associated with the selected contact lists.
Contact ID	Displays interactions associated with the selected contact IDs.
Campaign	Displays only interactions that are associated with campaigns.

Filter by journey detailsClick to expand

To filter by information about the journey details of the interaction:

Click Filter .
Click the Journey tab.

Journey filters

Filter	Description
Has Customer Journey Data	Displays data for interactions with customer journey data.
Proactive	Displays data for interactions where Predictive Engagement offered a chat during a customer’s website visit based on the Predictive Engagement action map settings.

Filter by flow detailsClick to expand

To filter by information about the IVR flow details of the interaction:

Click Filter.
Click the Flows tab.
Search or scroll to select the filter you want to use.

Flows filters

Filter	Description
Flows	Displays interactions associated with the selected IVR flows.
Flows Outcomes	Displays interactions associated with the selected flow outcome.
Flow Outcome Value	Displays interactions that have the selected flow outcome values.
Flow Disconnect Reason	Displays interactions with the selected flow disconnect reason.

Filter by External ContactClick to expand

To filter by information about External Contact details of the interaction:

Click Toggle filters panel .
Click the External Contact tab.

External Contact filters

Filter	Description
External Contact	Displays information about interactions associated with the selected external contact. You can filter for: Contact name Address Phone number Email address Organization name Custom fields When you filter by external contact, the contact name appears with the associated organization name. Filter for multiple external contacts at one time by entering another contact and searching again. Enable Include merged contacts to search all the contacts that relate to the external contacts in the filter. Note: You can associate each merged contact with many individual contact IDs. When you enable the Include merged contacts, all merged contact IDs are automatically added to the search. The search filters are limited to 200 total search dimensions. For example, if you merge one contact into five other contacts, the search, performed along with the merged contacts, filters a total of six contacts. If an organization heavily uses the merged contacts, a search for a few external contacts can hit the search filter limit.
External Organization	Displays information about interactions associated with the selected external organization. You can filter for: Organization name Address Phone number Custom fields Filter for multiple external organizations at one time by entering another organization and searching again.

Filter

Description

External Contact

Displays information about interactions associated with the selected external contact. You can filter for:

Contact name
Address
Phone number
Email address
Organization name
Custom fields

When you filter by external contact, the contact name appears with the associated organization name.

Filter for multiple external contacts at one time by entering another contact and searching again.

Enable Include merged contacts to search all the contacts that relate to the external contacts in the filter.

External Organization

Displays information about interactions associated with the selected external organization. You can filter for:

Organization name
Address
Phone number
Custom fields

Filter for multiple external organizations at one time by entering another organization and searching again.

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Interactions view

Available columns

Extra columns for export

Set a default time zone in the workspace

Customize the view

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