Campaign Interactions Detail view

AI-generated summary

Genesys Cloud provides a comprehensive Campaign Interactions Detail view that enables users to examine interaction data for specific campaigns with customizable filters, column controls, and advanced analytics capabilities. The platform requires various permissions depending on user role and functionality needs, including Analytics permissions for conversation aggregates and details, Conversation permissions for communication management, and specific add-on licenses for supervisors accessing Media and Messages columns. Users can access the view through Menu > Analytics > Analytics Workspace, set default time zones, and navigate from Campaign Performance to view campaign-specific interaction data via the Interactions tab. The interface supports extensive customization options, including data export, custom view saving with filter and column settings, and interaction detail pages accessible in new tabs. A maximum of 20 interaction detail tabs can be open simultaneously; opening a new tab beyond this limit replaces an existing tab. The "More" menu in the tab title provides options to reload, duplicate, close individual tabs, close all tabs, or close other tabs. Users can rename tabs by clicking "Save View," selecting a destination from the dropdown, entering a view name if applicable, and confirming the save. Recording playback stops when switching between tabs, though monitoring, coaching, barging live calls, interaction downloads, quality management, evaluations, scheduling coaching, and audit trail functionality remain operational. Supervisors can perform various actions on interactions, including parking emails, reassigning conversations to agents or queues, blind transferring interactions, and transferring conversations across divisions, each requiring specific permission sets. Parked emails and messages can be reassigned to themselves, other agents, or queues, with parked interactions delivered to the receiving agent's roster via auto-answer regardless of utilization status. When reassigned, parked status becomes unparked and the original agent disconnects. Park duration is excluded from future default Average Handle Time calculations. Users must reassign parked emails or messages before deleting associated Genesys Cloud user accounts. The platform enables reconnection to closed campaign emails from the Campaign Interactions Detail view by accessing the Analytics menu, selecting Campaign Performance, and using the Reconnect Conversation option on disconnected interactions. However, expired conversations—including those inactive for 30 days or more, with expired threading timelines, or in organizations with disabled threading—cannot be reconnected. Additionally, conversations in live or connected states cannot be reconnected; only disconnected conversations are eligible. Date filtering supports both preset options ranging from 30-minute intervals to 3-month periods and custom date ranges up to 31 days for standard filters or 6 weeks for analytics views. Preset date options include current interval, today, yesterday, weekly periods, monthly periods, and previous day/week/month/30-day ranges. The date range filter applies to interaction start times, displaying only current interactions within the selected period. The platform provides comprehensive table customization and filtering capabilities to manage data display and analysis. Users can customize table views by showing, hiding, and rearranging columns through the Edit columns interface, with options to sort columns alphabetically and group by categories. Column reordering is supported through drag-and-drop or keyboard shortcuts, with up to 20 columns available. Users can resize column widths by dragging column borders to accommodate longer values such as conversation IDs and usernames, and horizontal scrolling enables access to columns exceeding available screen width. A Reset view to defaults option restores original column settings. The interface includes enhanced table management features with improved accessibility through keyboard navigation and screen reader support. Filtering capabilities encompass multiple dimensions including campaign-based filtering through a search interface that supports division-level searches, and interaction detail filtering by ANI (with partial number searches from the beginning), direction, initial direction, and DNIS (original dialed number). Session DNIS filtering displays interactions associated with specific dialed numbers, accepting full or partial numbers starting from the beginning but not mid-string searches; multiple numbers can be filtered sequentially. Conversation Duration filtering enables searches by predefined or custom ranges, including options to display interactions above or below specified durations. Additional interaction filters include Remote party information, Provider source, Flow-Out Type for queue-based conversations, and directional email or phone number filters for "To" and "From" fields, which require complete addresses or numbers without hyphens or partial matches. Interaction status filters encompass Abandoned, Answered, Transferred (including blind transfer and consult transfer variants), Not Responding, and Wrap-up code classifications. Organizational and user-level filters include Queue, User (with options to include inactive or deleted users), Division, and Conversation ID, enabling multi-criteria filtering for detailed interaction analysis and reporting. The Skills filter displays all routing skills assigned to a user based

PrerequisitesClick to expand

The following permissions:

Analytics > Conversation Aggregate – View
Analytics > Conversation Detail – View
Conversation > Communication – reconnect (to reconnect to a closed email)
Conversation > Email – Park (for an agent to park an email)
Analytics > interactionEvaluationDetails – View (to view Evaluations columns)
Conversation > Communication – Target (for division access restriction)
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
One of the following permissions:
- Outbound > Messaging Campaign – View
- Outbound > Email Campaign – View
- Outbound > Campaign – View
One of the following permissions:
- Conversation > Communication – View
- Quality > Evaluation – Add
- Quality > Calibration – View
- Quality > Evaluation – Edit Score
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

The Campaigns Interactions Detail view allows you to view interaction details for a specific campaign or a group of campaigns. Customize the view with filters and column controls. Use the bar graphs to view information about statistics relative to the currently selected filters. To see the most current data, click Refresh .

Available columns

To view the available columns, see Campaign Interactions Detail 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.

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.

View interaction data for a specific campaign

Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Campaign Performance and then click the view name to open it.
From the Campaigns Performance Summary view, select a campaign. The Campaigns Performance Detail view appears with data for that campaign.
To view data about interactions related to the campaign, click the Interactions tab.
To export the data in the view, click export .
To save the view with your filter and column settings, click Save View .

To view more information about an interaction, click to open it and view the interaction detail page in a new tab. 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.

Note:

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.

You can copy an interaction’s Conversation ID to the Clipboard and use it to filter interactions or share it with someone, such as Customer Care.

View aggregate interaction data for a group of campaigns

Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Campaign Performance and then click the view name to open it.
From the Campaigns Performance Summary view, in the Filter campaign(s) field, search for and select campaigns for which you want to see data.
Near the list of campaigns you selected, click View as group. Genesys Cloud displays the Campaigns Performance Detail view with aggregate data for the campaigns that you selected.
To view data about the interactions related to the campaigns, click the Interactions tab.
To export the aggregate data in the view, click export .
To save the view with your group, filter, and column settings, click Save View .

Note:

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/barge 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.

You can copy an interaction’s Conversation ID to the Clipboard and use it to filter interactions or share it with someone, such as Customer Care.

Customize the view

To show only certain data, customize the Campaigns Performance Detail view. For example, you can choose to show only certain columns or filter to see certain types of interactions. If you return to the Campaign Performance Detail view, then your filters and column changes remain. To quickly switch between different data of interest in the same view, you can also save your filter and column settings as a saved view.

Filter metrics by dateClick to expand

Notes:

The custom date range filter in this view has a maximum length of 31 days.
The date range filter applies when the interactions start. The interactions list shows only the current interactions and does not show the interactions before the selected date range.

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 6 weeks.

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

To display the date filter, click the date.
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, 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.
This month by week	Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
Previous 3 months	Shows data for the previous 3 months. For example, Nov 1, 2022 – Jan 31, 2023.
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 can see the data up to the current date.
Month by Week	Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.

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

1. Click the date to display the date filter.
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.

Reconnect to a closed emailClick to expand

Reconnect to a closed email

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

To reconnect to a closed campaign email interaction:

Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Campaign Performance and then click the view name to open it.
From the Campaigns Performance Summary view, select a campaign. The Campaigns Performance Detail view appears with data for that campaign.
To view data about interactions related to the campaign, click the Interactions tab.
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.

You can also access the new Reconnect option when selecting multiple agents for the View as a group option from the Campaign Interactions Detail view.

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 an email or message is parked by agent 1, 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 Campaign Performance and then click the view name to open it.
From the Campaigns Performance Summary view, select a campaign. The Campaigns Performance Detail view appears with data for that campaign.
To view data about interactions related to the campaign, click the Interactions tab. The Campaign Interactions Detail view appears with interactions for the selected campaign.
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 Campaign Performance and then click the view name to open it.
From the Campaigns Performance Summary view, select a campaign. The Campaigns Performance Detail view appears with data for that campaign.
To view data about interactions related to the campaign, click the Interactions tab. The Campaign Interactions Detail view appears with interactions for the selected campaign.
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 Campaign Performance and then click the view name to open it.
From the Campaigns Performance Summary view, select a campaign. The Campaigns Performance Detail view appears with data for that campaign.
To view data about interactions related to the campaign, click the Interactions tab. The Campaign Interactions Detail view appears with interactions for the selected campaign.
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.

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.

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.

Filter by campaignClick to expand

To enter the names of the campaigns that you want to view, click the Filter campaign(s) search icon . Enter the name of the campaign and select the campaign from the search results. You can continue to enter and select additional campaigns to add to the view.

You can search for a campaign or a division. If you search for a division, the campaign list updates to show only the campaigns associated with the selected division.

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.

Interactions filters

Filter	Description
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.
Remote	Information on the remote party or external participant, such as name, phone number, and email address.
Provider	The source provider for the conversation. For example, Genesys Cloud EMAIL, Edge, and so on.
Flow-Out Type	Shows the type of flowout for a conversation that was a flowout from a queue.
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.
Answered	Whether the interaction was answered.
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.
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.
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.
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.
SIP Call ID	Displays information about interactions associated with the selected SIP Call ID.
Screen Monitored	Displays interactions that were screen monitored in real time.
Routing Requested	Displays the routing methods requested for the interaction. Gives insight into each of the routing methods that the conversation went through prior to being answered, abandoned, or flow-out. The routing data is relevant beginning September 5, 2020.
Routing Used	Displays the routing method used to get to the agent who answered the interaction. The routing data is relevant beginning September 5, 2020.
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.
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.
Recorded	Displays the recorded interactions.
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.
Has fax	Shows interactions associated with fax.
Cleared by customer	Displays whether or not the conversation was cleared by the customer.
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 Filters.
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.
Evaluated 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.
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.
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.

Filter by survey detailsClick to expand

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

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

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

Outbound filters

Filter	Description
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 Predictive Engagement journey details of the interaction:

Click Toggle filters panel .
Click the Journey tab.

Journey filters

Filter	Description
Has Customer Journey Data	Displays data for interactions that have customer journey data related to Predictive Engagement.
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 Filters.
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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Campaign Interactions Detail view

AI-generated summary

PrerequisitesClick to expand

The following permissions:

Analytics > Conversation Aggregate – View
Analytics > Conversation Detail – View
Conversation > Communication – reconnect (to reconnect to a closed email)
Conversation > Email – Park (for an agent to park an email)
Analytics > interactionEvaluationDetails – View (to view Evaluations columns)
Conversation > Communication – Target (for division access restriction)
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
One of the following permissions:
- Outbound > Messaging Campaign – View
- Outbound > Email Campaign – View
- Outbound > Campaign – View
One of the following permissions:
- Conversation > Communication – View
- Quality > Evaluation – Add
- Quality > Calibration – View
- Quality > Evaluation – Edit Score
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

Available columns

To view the available columns, see Campaign Interactions Detail 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.

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.

View interaction data for a specific campaign

Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Campaign Performance and then click the view name to open it.
From the Campaigns Performance Summary view, select a campaign. The Campaigns Performance Detail view appears with data for that campaign.
To view data about interactions related to the campaign, click the Interactions tab.
To export the data in the view, click export .
To save the view with your filter and column settings, click Save View .

Note:

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.

You can copy an interaction’s Conversation ID to the Clipboard and use it to filter interactions or share it with someone, such as Customer Care.

View aggregate interaction data for a group of campaigns

Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Campaign Performance and then click the view name to open it.
From the Campaigns Performance Summary view, in the Filter campaign(s) field, search for and select campaigns for which you want to see data.
Near the list of campaigns you selected, click View as group. Genesys Cloud displays the Campaigns Performance Detail view with aggregate data for the campaigns that you selected.
To view data about the interactions related to the campaigns, click the Interactions tab.
To export the aggregate data in the view, click export .
To save the view with your group, filter, and column settings, click Save View .

Note:

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/barge 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.

You can copy an interaction’s Conversation ID to the Clipboard and use it to filter interactions or share it with someone, such as Customer Care.

Customize the view

Filter metrics by dateClick to expand

Notes:

The custom date range filter in this view has a maximum length of 31 days.
The date range filter applies when the interactions start. The interactions list shows only the current interactions and does not show the interactions before the selected date range.

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 6 weeks.

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

To display the date filter, click the date.
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, 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.
This month by week	Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
Previous 3 months	Shows data for the previous 3 months. For example, Nov 1, 2022 – Jan 31, 2023.
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 can see the data up to the current date.
Month by Week	Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.

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

1. Click the date to display the date filter.
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.

Reconnect to a closed emailClick to expand

Reconnect to a closed email

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

To reconnect to a closed campaign email interaction:

Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Campaign Performance and then click the view name to open it.
From the Campaigns Performance Summary view, select a campaign. The Campaigns Performance Detail view appears with data for that campaign.
To view data about interactions related to the campaign, click the Interactions tab.
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.

You can also access the new Reconnect option when selecting multiple agents for the View as a group option from the Campaign Interactions Detail view.

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 Campaign Performance and then click the view name to open it.
From the Campaigns Performance Summary view, select a campaign. The Campaigns Performance Detail view appears with data for that campaign.
To view data about interactions related to the campaign, click the Interactions tab. The Campaign Interactions Detail view appears with interactions for the selected campaign.
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 Campaign Performance and then click the view name to open it.
From the Campaigns Performance Summary view, select a campaign. The Campaigns Performance Detail view appears with data for that campaign.
To view data about interactions related to the campaign, click the Interactions tab. The Campaign Interactions Detail view appears with interactions for the selected campaign.
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 Campaign Performance and then click the view name to open it.
From the Campaigns Performance Summary view, select a campaign. The Campaigns Performance Detail view appears with data for that campaign.
To view data about interactions related to the campaign, click the Interactions tab. The Campaign Interactions Detail view appears with interactions for the selected campaign.
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.

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.

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.

Filter by campaignClick to expand

You can search for a campaign or a division. If you search for a division, the campaign list updates to show only the campaigns associated with the selected division.

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.

Interactions filters

Filter	Description
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.
Remote	Information on the remote party or external participant, such as name, phone number, and email address.
Provider	The source provider for the conversation. For example, Genesys Cloud EMAIL, Edge, and so on.
Flow-Out Type	Shows the type of flowout for a conversation that was a flowout from a queue.
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.
Answered	Whether the interaction was answered.
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.
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.
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.
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.
SIP Call ID	Displays information about interactions associated with the selected SIP Call ID.
Screen Monitored	Displays interactions that were screen monitored in real time.
Routing Requested	Displays the routing methods requested for the interaction. Gives insight into each of the routing methods that the conversation went through prior to being answered, abandoned, or flow-out. The routing data is relevant beginning September 5, 2020.
Routing Used	Displays the routing method used to get to the agent who answered the interaction. The routing data is relevant beginning September 5, 2020.
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.
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.
Recorded	Displays the recorded interactions.
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.
Has fax	Shows interactions associated with fax.
Cleared by customer	Displays whether or not the conversation was cleared by the customer.
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 Filters.
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.
Evaluated 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.
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.
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.

Filter by survey detailsClick to expand

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

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

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

Outbound filters

Filter	Description
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 Predictive Engagement journey details of the interaction:

Click Toggle filters panel .
Click the Journey tab.

Journey filters

Filter	Description
Has Customer Journey Data	Displays data for interactions that have customer journey data related to Predictive Engagement.
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 Filters.
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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Campaign Interactions Detail view

Available columns

Set a default time zone in the workspace

View interaction data for a specific campaign

View aggregate interaction data for a group of campaigns

Customize the view

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Campaign Interactions Detail view

Available columns

Set a default time zone in the workspace

View interaction data for a specific campaign

View aggregate interaction data for a group of campaigns

Customize the view

[NEXT] Was this article helpful?