Message interaction data in Genesys Cloud performance views

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:

• Agents Interactions Detail view
• Campaign Interactions Detail view
• Interactions view
• My Interactions view
• Queues Interactions Detail view

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

• Abandon Intervals Metrics
• Agents Interactions Detail
• Agents Performance Detail
• Agents Performance Summary
• Agents Queues Detail
• Agent topics summary
• Agents Wrap-Up Detail
• Campaign performance detail
• Campaign performance summary
• Flow Outcomes Detail
• Flow Outcomes Interval Detail
• Flow Outcomes Summary
• Flows Performance Summary
• Flows Performance Detail
• Flow topics summary
• Interactions
• My Interactions
• My Performance
• Message Agent Performance Detail
• Message Agent Performance Summary
• Message Queue Performance Detail
• Message Queue Performance Summary
• Queues Agents Detail
• Queues Interactions Detail
• Queues Performance Detail
• Queues Performance Summary
• Queues Wrap-up detail
• Topic Trends Summary
• Wrap-Up Performance Summary