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)
Grid columns
Column
Description
Sample
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
Email
The email address related to Email Media type Interactions
myname@myemail.usa
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
WrapUp Code
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
ExternalParty (1/2)
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.
9999
WorkItemId
WorkitemId of the individual email that is forming the basis of the interaction
