Interaction logs
Interaction logging, also known as activity logging or task logging, provides a history of interactions. You can use interaction logs to run reports, track first interaction resolution, monitor employee performance, or help troubleshoot issues.
The following content applies to Genesys Cloud Embeddable Framework.
If your administrator configured the integration to handle interaction logs, then every interaction creates an interaction log and saves the interaction log to your system. (Queue interactions also save the interaction log note as the wrapup work note. For more information, see Wrap up an interaction.) You can continue to update interaction log information up to two minutes after an interaction disconnects.
You can select a different item from the Name or Related To menus. To view the item associated with the interaction log in your system, click Arrow under Interaction Log Notes.
For more information, see View and edit interaction logs.
The following content applies to Genesys Cloud for Salesforce.
Every interaction creates an interaction log and saves the interaction log to the activity history in Salesforce when the interaction connects. (Queue interactions also save the interaction log note as the wrapup work note. For more information, see Wrap up an interaction.) The Salesforce activity record automatically updates with updated interaction log information when one of these situations occurs:
- The interaction status (connect, hold, or disconnect) changes.
- You click the arrow to go to the Salesforce activity record.
- The page refreshes.
You can continue to update interaction logs for two minutes after the interaction disconnects.
When you navigate to a different Salesforce record while the interaction is live, the integration dynamically adds that record to the Name box or the Related To box. To view the activity record in Salesforce, click Arrow under Interaction Log Notes. For more information, see When we click View in Salesforce on the Interaction Log window, why does the page sometimes refresh and sometimes not refresh?.
The example shows interaction details and agent comments in a Salesforce activity record for a voice interaction. Other interaction types, such as chats or emails, also show interaction details and agent comments.
For more information, see View and edit interaction logs.
The following content applies to Genesys Cloud for Zendesk.
By default, every interaction creates an interaction log and saves the interaction log to a Zendesk ticket associated with the interaction. (Queue interactions also save the interaction log note as the wrapup work note. For more information, see Wrap up an interaction.) You can continue to update interaction log information up to two minutes after an interaction disconnects.
When you navigate to a different Zendesk ticket while the interaction is live, the integration dynamically adds that record to the Related To box. You can select a different ticket from the Related To menu. To view the ticket associated with the interaction log in Zendesk, click Arrow under Interaction Log Notes.
Two minutes after the interaction disconnects, Genesys Cloud saves the interaction log information to the associated ticket in Zendesk.
For more information, see View and edit interaction logs and Interaction attributes.
For more information about the integrations, see About Genesys Cloud Embeddable Framework, About Genesys Cloud for Salesforce, and About Genesys Cloud for Zendesk.
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