Predictive Engagement data in performance views

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Genesys Cloud provides predictive engagement data in performance views that enable viewing, filtering, and analysis of customer journey data and proactive interaction information. The platform offers three view types for journey data: Journey Action Maps , Journey Outcomes , and Journey Segments . Predictive engagement data columns are available in the Interactions, Agents Interactions Detail, and Queues Interactions Detail views. Filtering capabilities for predictive engagement data are supported across multiple analytics views including Agent Performance, Agents Interactions Detail, Agents Queues Detail, Agents Wrap-up Detail, DNIS Performance, Queue Performance, Abandon Insights, Skills Performance, and Wrap-up Performance views. This functionality allows users to analyze predictive engagement journey data, outcomes, and segments while viewing whether interactions contain customer journey data and proactive information. Each view has specific permission requirements that must be met for access

Genesys Cloud analytic views allow you to view and filter for Predictive Engagement data from interactions. This data includes whether an interaction has customer journey data and proactive information. For more information about Predictive Engagement, see About Predictive Engagement.

You can view Predictive Engagement journey data in the following views:

You can view Predictive Engagement data columns in the following analytics views:

You can filter for Predictive Engagement data in the following views:

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

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