Customize interaction details

The following content applies to Genesys Cloud for Salesforce.

After setting up a call center for the first time, customize the interaction details.

1. In Salesforce, click Setup.
2. Search for Installed Packages.
3. Under Build, click Installed Packages.
4. On the Installed Packages page, click Configure next to the Genesys Cloud for Salesforce package.
5. Under Choose a Call Center, select the version of the call center definition.
6. Under Customize Interaction Details, click Arrow next to Call Details, Callback Details, Chat Details, Email, or Message Details, depending on which interaction display you want to modify.
   Note: Web messaging is treated as a chat conversation. Hence, use Chat Details to customize the interaction details of web messaging conversations.

   Default interaction details appear for the interaction type that you select. You can add, reorder, or delete interaction attributes.

7. To add an attribute, follow these steps:
   1. Type an interaction attribute in the text box and click Add.

      The interaction attribute then appears under Available Attributes. 

      Interaction attribute	Interaction type	Description
      Call.Ani	Call, callback	Phone number of the caller.
      Call.CalledNumber	Call, callback	Phone number dialed (DNIS or SIP addresses for queues).
      Call.ConversationId	All*	Interaction ID.
      Call.Internal	Call	Indicates whether the call is internal interaction.
      Call.QueueName	All*	Name of the queue that the interaction routes to or from.
      Call.RemoteName	All*	Remote name for the active interaction. Note: For SMS messages, this attribute returns the display address for the active interaction. For Genesys Cloud web messaging, this attribute returns Guest.
      Call.State	All*	State of the interaction (for example, ALERTING, CONNECTED, DISCONNECTED, HELD).
      Call.UUIData	Call, callback, outbound dialing	Data received from inbound calls or sent with outbound calls. For more information, see About User to User Information (UUI) and the IETF UUI specification.
      Email.Subject	Email	Subject line in the email.
      ExternalContact.Division	All*	Division name retrieved from the external contact.
      ExternalContact.Name	All*	External contact name (first name, last name).
      Interaction.HoldTime	All*	Amount of time the interaction has been on hold since the agent last clicked Hold. Is not the total hold time for the interaction.
      Interaction.ParticipantPurpose	All*	Participant type of the interaction.
      Interaction.StartTime	All*	Time when the first participant joined the conversation. Date time is represented as an ISO-8601 string, for example: yyyy-MM-ddTHH:mm:ss.SSSZ.
      Interaction.TotalAcdTime	All*	Total time in seconds that an interaction spends being routed to an agent. Does not include IVR time. Example scenario: An interaction spends 30 seconds in an initial queue before a tier-one agent picks up the interaction. The agent transfers the interaction to a tier-two agent. The interaction spends 60 seconds in a queue before a tier-two agent picks up the interaction. TotalAcdTime: 90 seconds.
      Interaction.TotalIvrTime	All*	Total time in seconds that an interaction spends in an IVR before being connected to an agent. Includes secure IVR time. Does not include ACD time.  Example scenario: An interaction spends 30 seconds in an initial IVR flow before a tier-one agent picks up the interaction. The agent transfers the interaction to a tier-two agent. The interaction spends 60 seconds in an IVR flow before a tier-two agent picks up the interaction. TotalIvrTime: 90 seconds.
      Interaction.Url	All*	Genesys Cloud URL to information about the interaction.
      Message.Type	Message	Type of message interaction. Values: facebook, line, sms, twitter, whatsapp, webmessaging.
      Message.Username	Message	User name associated with Twitter Direct Message messages. Nothing returned for Facebook Messenger, LINE Messaging, SMS, WhatsApp, or Genesys Cloud web messaging messages.
      Message.Userid	Message	User ID associated with Facebook Messenger, LINE Messaging, Twitter Direct Message, and Genesys Cloud web messaging messages. Phone number associated with WhatsApp messages. Nothing returned for SMS messages.
      OutboundDialing.ContactId	Outbound dialing	Genesys Cloud ID for a contact in a contact list associated with an outbound dialing campaign.
      OutboundDialing.ContactListId	Outbound dialing	Genesys Cloud ID for a contact list associated with an outbound dialing campaign.
      OutboundDialing.CampaignId	Outbound dialing	Genesys Cloud ID for an outbound dialing campaign.
      Participant.{ColumnName}	Outbound dialing	Column name in campaign management contact list. See Contact list view.
      Participant.{CustomFieldName}	Call, callback, email, message, ACD voicemail	Custom field name that is assigned using Set Participant Data in an Architect flow. See Set Participant Data.
      	Chat	Custom field name that is used in the chat widget.
      Salesforce.AfterCallTime	All*	Total time in seconds spent on wrap-up work, from the disconnection of the interaction to the completion of wrap-up work.
      Salesforce.CallDuration	All*	Total duration in seconds that an agent spends on an interaction.
      Salesforce.CallTimeElapsed	All*	Time that indicates how long the interaction has been connected, from the time of connection to disconnection or wrap-up completion.
      Salesforce.ConnectedTime	All*	Time when an agent was connected to an interaction.
      Salesforce.DisconnectedTime	All*	Time when an agent was disconnected from an interaction.
      Salesforce.DisplayAddress	Call, callback, outbound dialing, email, SMS, and WhatsApp messages	Remote address of the active interaction (phone number for call, callback, outbound dialing, SMS and WhatsApp messages, and ACD voicemail interactions; email address for email interactions).
      Salesforce.ParticipantId	All*	Unique ID for each agent associated with a particular interaction. For example, an interaction that is transferred from one agent to another agent produces two participant IDs. One ID is for the original agent. A second ID is for the agent that received the transfer.
      Salesforce.WrapUpCode	All*	Wrap-up code for an interaction made from or to a queue.

      * All refers to call, callback, outbound dialing, chat, email, message, and ACD voicemail interaction types. 

   2. To move the added attribute from Available Attributes to Selected Attributes, click Arrow .
8. To change the order in which the values of the attributes appear on the interactions, click Up and Down . 
9. To delete an attribute, click X.
10. When you finish modifying the attributes, click Save.

The new attributes and order appear when the integration rebuilds the page (upon page refresh, navigation to other pages, or login) and affect interactions already appearing in the client. 

For information about all steps necessary to set up a call center, see Set up a call center.

The following content applies to Genesys Cloud for Zendesk.

After you install Genesys Cloud for Zendesk, you can customize interaction details.

1. In the left navigation pane in Zendesk, click the Genesys Cloud icon.
2. Click Interaction Details.
3. Select the interaction type (Call, Callback, Chat, Email, Message), depending on which interaction display you want to modify.
   Note: Use Message to modify interaction details for all message types including Genesys Cloud web messaging.

   Default interaction details appear for the interaction type that you select. You can add, reorder, or delete interaction attributes.

4. To add an interaction attribute, type an interaction attribute in the text box and click Add.

   Interaction attribute	Interaction type	Description
   Call.Ani	Call, callback	Phone number of the caller.
   Call.CalledNumber	Call, callback	Phone number dialed (DNIS or SIP addresses for queues).
   Call.ConversationId	All*	Interaction ID.
   Call.Internal	Call	Indicates whether the call is internal interaction.
   Call.QueueName	All*	Name of the queue that the interaction routes to or from.
   Call.RemoteName	All*	Remote name for the active interaction. Note: For SMS messages, this attribute returns the display address for the active interaction. For Genesys Cloud web messaging, this attribute returns Guest.
   Call.State	All*	State of the interaction (for example, ALERTING, CONNECTED, DISCONNECTED, HELD).
   Call.UUIData	Call, callback, outbound dialing	Data received from inbound calls or sent with outbound calls. For more information, see About User to User Information (UUI) and the IETF UUI specification.
   Email.Subject	Email	Subject line in email.
   Interaction.HoldTime	All*	Amount of time the interaction has been on hold since the agent last clicked Hold. Is not the total hold time for the interaction.
   Interaction.ParticipantPurpose	All*	Participant type of the interaction.
   Interaction.StartTime	All*	Time when the first participant joined the conversation. Date time is represented as an ISO-8601 string, for example: yyyy-MM-ddTHH:mm:ss.SSSZ.
   Interaction.TotalAcdTime	All*	Total time in seconds that an interaction spends being routed to an agent. Does not include IVR time. Example scenario: An interaction spends 30 seconds in an initial queue before a tier-one agent picks up the interaction. The agent transfers the interaction to a tier-two agent. The interaction spends 60 seconds in a queue before a tier-two agent picks up the interaction. TotalAcdTime: 90 seconds.
   Interaction.TotalIvrTime	All*	Total time in seconds that an interaction spends in an IVR before being connected to an agent. Includes secure IVR time. Does not include ACD time.  Example scenario: An interaction spends 30 seconds in an initial IVR flow before a tier-one agent picks up the interaction. The agent transfers the interaction to a tier-two agent. The interaction spends 60 seconds in an IVR flow before a tier-two agent picks up the interaction. TotalIvrTime: 90 seconds.
   Interaction.Url	All*	Genesys Cloud URL to information about the interaction.
   Message.Type	Message	Type of message interaction. Values: facebook, line, sms, twitter, whatsapp, or webmessaging.
   Message.Username	Message	User name associated with Twitter Direct Message messages. Nothing returned for Facebook Messenger, LINE Messaging, SMS, WhatsApp, or Genesys Cloud web messaging messages.
   Message.Userid	Message	User ID associated with Facebook Messenger, LINE Messaging, Twitter Direct Message, and Genesys Cloud web messaging messages. Phone number associated with WhatsApp messages. Nothing returned for SMS messages.
   OutboundDialing.ContactId	Outbound dialing	Genesys Cloud ID for a contact in a contact list associated with an outbound dialing campaign.
   OutboundDialing.ContactListId	Outbound dialing	Genesys Cloud ID for a contact list associated with an outbound dialing campaign.
   OutboundDialing.CampaignId	Outbound dialing	Genesys Cloud ID for an outbound dialing campaign.
   Participant.{ColumnName}	Outbound dialing	Column name in campaign management contact list. See Contact list view.
   Participant.{CustomFieldName}	Call, callback, email, message, ACD voicemail	Custom field name that is assigned by using Set Participant Data in an Architect flow. See Set Participant Data action.
   	Chat	Custom field name that is used in the chat widget.
   Zendesk.AfterCallTime	All*	Total time in seconds spent on wrap-up work, from the disconnection of the interaction to the completion of wrap-up work.
   Zendesk.CallDuration	All*	Total duration in seconds that an agent spends on an interaction, including wrap-up work.
   Zendesk.CallTimeElapsed	All*	Time that indicates how long the interaction has been connected, from the time of connection to disconnection or wrap-up completion.
   Zendesk.ConnectedTime	All*	Total duration in seconds that an agent spends on an interaction, including hold time and after-call work.
   Zendesk.DisplayAddress	Call, callback, outbound dialing, email, SMS, and WhatsApp messages	Remote address of the active interaction (phone number for call, callback, outbound dialing, SMS and WhatsApp messages, and ACD voicemail interactions; email address for email interactions).
   Zendesk.ParticipantId	All*	Unique ID for each agent associated with a particular interaction. For example, an interaction that is transferred from one agent to another agent produces two participant IDs. One ID is for the original agent. A second ID is for the agent that received the transfer.
   Zendesk.WrapUpCode	All*	Wrap-up code for an interaction made from or to a queue.

   * All refers to call, callback, outbound dialing, chat, email, message, and ACD voicemail interaction types. 

5. To change the order in which the values of the attributes appear on the interactions, drop and drag the attributes.
6. To delete an attribute, click X.
7. When you finish modifying the attributes, click Save.

Click image to enlarge.

For the other settings, see Settings in Genesys Cloud for Zendesk.