Administrators can use the Interactions (Genesys) page to see all engagements between customers and agents that ServiceJourney can see.
Using the tool
- On the top right, navigate to → ServiceJourney
- On the left, navigate to → Case Management → Admin Tools→ Interactions (Genesys)
|Date||Process date of interaction||17/09/2022 17:22|
|Media||Media type of the interaction (Call/Chat/Message/Email/Task/CallBack)||Call|
|Notes||Notes recorded by an agent about the interaction|
|Intent||This is a not standard field that indicates what the calling customer’s intent was based on business rules||Flight Info Inquiry|
|Queue||Queue the interaction was last routed to||General Inquiry|
|ANI||Automatic Number Identification (ANI) of the phone that originated the interaction.||tel:+15556667777|
|The email address related to Email Media type Interactionsfirstname.lastname@example.org|
|DNIS||The Dialed Number Information Service (DNIS) indicates what number the inbound calling party dialed||+15556667777|
|State||Genesys interaction state (Assigned/Completed/In Progress)||Completed|
A category assigned to an interaction.
For example, to indicate the subject of the interaction, used in reporting generally.
|InteractionID||Genesys interactionID or ConversationID in the case of GenesysCloud||0af28a5f-7a85-440f-8387-53c3904bdec21|
|User ID||Genesys user ID that last handled the Interaction||1bcc8a5f-7a85-440f-8387-53c3904bdec21|
|User Name||Genesys user name that last handled the Interaction||Tamara Akopian|
|Case ID (1/2)||Case ID(s) associated with this interaction. Cases that were tagged to the interaction or created during the interaction or are the basis of the interaction (like Case routing to an agent)||9999|
|Task ID (1/2)||Task ID associated with this interaction. Generally related to tasks being routed to an agent||9999|
The ID of the External Party CRM Record that is associated with this interaction.
This is generally the calling party or the EP connected to a Case/Task/Email that has been routed but could be different in some use-cases.
|WorkItemId||WorkitemId of the individual email that is forming the basis of the interaction||9999|