Message interaction data in Genesys Cloud performance views

AI-generated summary

Genesys Cloud performance views enable filtering and analysis of agent interaction data across asynchronous messaging channels, including third-party messaging (Facebook Messenger, Twitter Direct Message, LINE Messaging, WhatsApp), SMS messaging, web messaging, and open messaging. Multiple analytics views feature a Message Type column that displays the messaging channel used, including Interactions, Agents Interactions Detail, Queues Interactions Detail, Campaign Interactions Detail, and My Interactions views. Users can filter by Message Type across numerous performance views such as Agents Performance Detail, Message Agent Performance, Message Queue Performance Detail, Flow Outcomes Detail, and Topic Trends to analyze messaging channel-specific data and performance metrics. Additional filterable views include Abandon Insights, Agent topics , Campaign performance views, Flow Outcomes views, Flows Performance views, My Performance, Queues views, and Wrap-Up Performance . Each analytics view has distinct permission requirements for access, which are documented in individual view articles

Genesys Cloud analytics performance views allow you to filter and view data from agent interactions from various asynchronous messaging channels. The Genesys Cloud messaging channels include third-party messaging, SMS messaging, web messaging, and open messaging. Third-party messaging includes Facebook Messenger, Twitter Direct Message, LINE Messaging, and WhatsApp integrations. For more information see About messaging.

The following analytics views have a Message Type column that displays the messaging channel used for message interactions:

You can select a Message Type to filter messaging channel data in the following analytics views:

Note: Each view has its own permissions. For permission requirements, see each view’s article.

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