List of events and attributes in Journey Management

Events and their attributes are used to create the journey analysis. Events are used to define the sequence you want to measure while attributes enable you to control the event details you want to include/exclude. Once you have defined the sequence, you can also specify how you want to measure the transition from event to event. Those properties can be controlled by clicking on the connector between the events. That will allow you to specify what you can use as a join between two events. Note that the values for attributes used as a join are not available for filtering or charting. They are identifiers only. The list of what is available depends on the events.

Category	Scope	Usage
Customer	Unique customer identifier set by Genesys Cloud.	Primary join that enables Journey Management to measure unique customers at each step of a journey. This is the default.
Conversation	Typically, conversationID. This will be available as a secondary join for any events in a sequence that derive from a conversation (agent-led, AI-enabled, digital).	Can be used as a secondary join to specify that the count should reflect those events that happen on the same set of conversations.
Search	Used exclusively in Knowledge events to capture a search event which is triggered when knowledge is requested.	Can be used as additional join (individually or in combination with others) when working with knowledge events to limit scope of analysis to a select set of searches.

What is an event attribute?

An event attribute is the metadata related to an event. This data describes the nature of the event, and gives further context. You can use event attributes to filter events in a journey visualization. Dimensions in Genesys Cloud are called attributes in Journey Management.

Note: You can use numeric and time range attribute filters to understand the efficiency of a respective event. You can include empty values as well.

For numeric filters:
- Specify a Condition. Your available options are: Greater than, Is between, Is equal to.
- Enter a numeric value, or in case of the Is between condition, a numeric range.
For time filters:
- Specify a Condition. Your available options are: Greater than, Is between, Is equal to.
- Set the required time in a day/hour/minute/second format.

This table summarizes the available events. For more information about explanations, see Analytics Detail Events on the Developer Center.

Event	Description	Available attributes
Customer Start	Indicates the customer’s entry into the conversation.	direction mediaType messageType
Voicemail Start	Indicates the start of a voicemail interaction.	direction mediaType queueID userID
Flow Start	Indicates the start of an IVR or flow interaction.	direction flowID flowType mediaType messageType flowVersion
Flow End	Marks the end of a flow interaction, often preceding ACD routing.	connectedDurationMs direction disconnectType exitReason flowID flowType mediaType messageType transferType flowVersion
Flow Milestone	Tracks significant checkpoints within an Architect flow during the process of achieving a flow outcome. For more information, see Add a flow milestone.	direction flowID flowOutcomeID flowType flowVersion mediaType messageType milestoneID
Flow Outcome	Defines and tracks specific, meaningful results that occur during the execution of a flow, particularly within Architect flows such as voice, chat, or bot flows. For more information, see Add a flow outcome.	direction flowID flowOutcomeID flowOutcomeValue flowType flowVersion mediaType messageType
Virtual Agent Start	Indicates when a virtual agent or a bot session started. Virtual agent events are used to measure events that correspond to any bot or virtual agent invoked through a Genesys Cloud Architect flow.	botID botVersion channels languageCode messageType product vendor
Virtual Agent Turn	Virtual agent events are used to measure events that correspond to any bot or virtual agent invoked through a Genesys Cloud Architect flow. Represents each exchange or turn in the conversation between the customer and the bot or virtual agent.	botID channels confidence intermediateIntent.intent knowledgeBaseID knowledgeSearch.answer.DocumentID languageCode messageType product vendor
Virtual Agent End	Virtual agent events are used to measure events that correspond to any bot or virtual agent invoked through a Genesys Cloud Architect flow. Marks the conclusion of a bot or virtual agent session, which can occur due to successful task completion, escalation to a human agent, or customer disengagement.	botID botVersion botRecognitionFailureReason botResult botSessionOutcome channels durationMs knowledgeBaseID languageCode messageType product queryCount selfServedQueryCount terminatingIntent.intent turnCount vendor
ACD Start	Indicates the beginning of ACD (Automatic Call Distribution) processing.	direction mediaType messageType queueID
ACD End	Denotes the end of ACD processing, typically when a call is routed to an agent.	acdOutcome connectedDurationMs direction disconnectType mediaType messageType queueID requestedLanguageID routingPriority usedRouting
Agent Start	Indicates that an agent has been assigned to the interaction.	direction mediaType messageType queueID usedID
Agent End	Marks the end of the agent’s participation in the interaction.	alertingDurationMs contactingDurationMs dialingDurationMs direction disconnectType heldDurationMs InteractingDurationMs mediaType messageType queueId userId
After Call Work	Represents the ACW (after call work) phase, when agents complete post-interaction tasks.	direction mediaType messageType queueId userId wrapupCode wrapupDurationMs
Wrap Up	This sets wrap-up codes automatically for those interactions where an agent is not involved.bs_well size=”md”]Note: This event often has no data; it is used by the automated dialer for agentless campaign. [/bs_well]	direction mediaType messageType queueId wrapupCode wrapupDurationMs
Voicemail End	Marks the end of a voicemail interaction.	direction mediaType messageType queueID disconnectType voicemailDurationMs
Customer End	Indicates the customer’s exit from the conversation.	direction disconnectType interactingDurationMs mediaType messageType
Knowledge Search	Indicates that an agent, bot, or user searched for information in a knowledge base.	knowledgeBaseId eventTime (timestamp) userId app.type queryType conversationContext.mediaType conversationContext.queueID
Knowledge Viewed	Indicates that an agent, bot, or user viewed information in a knowledge base.	knowledgeBaseId documentId documentVariationId documentVersionId app.type queryType surfacingMethod userId conversationContext.mediaType conversationContext.queueID
Knowledge Copied	Indicates that an agent, bot, or user copied information from a knowledge base.	knowledgeBaseId documentId documentVariationId documentVersionId app.type queryType surfacingMethod userId conversationContext.mediaType conversationContext.queueID
Knowledge Feedback	Indicates that an agent, bot, or user provided feedback on the information available in a knowledge base.	documentId documentVariationId documentVersionId knowledgeBaseId feedbackRating feedbackReason app.type queryType surfacingMethod userId conversationContext.mediaType conversationContext.queueID

The following table explains the attribute and the data that it filters:

Attribute	Description
acdOutcome	The result of the ACD interaction. For example, answered or abandoned.
alertingDurationMs	Duration of the call rings before the customer’s answer (in milliseconds).
app.type	Indicates the application or the touchpoint from which a Knowledge event originated. For example,SmartAdvisor (Agent Copilot) or BotFlow (Virtual Agent, Digital Bot, or Voice Bot).
botID	Virtual Agent name, either voice or digital. Represents all events generated by third-party bots or Genesys bots.
botRecognitionFailureReason	Reason why the bot failed to recognize the user’s intent. For example, No Input Collection, No Match Confirmation. MaxWrongMatch The user provided invalid input too many times in a row, exceeding the maximum allowed attempts for that turn (For example, wrong intent or slot value). Typically results in a fallback or escalation. NoInputCollection The bot expected the user to provide a value for a slot, but no input was received (For example, silence or empty input) during the collection phase. NoInputConfirmation The bot was trying to confirm a previously collected value (For example, “Did you say September 5th?”), but the user did not respond. NoInputDisambiguation The bot was asking the user to clarify between similar intents or values, but the user gave no input in response. NoMatchCollection The bot received input during slot collection, but it did not match any expected value, like predefined slot types or grammars. NoMatchConfirmation During the confirmation phase, the bot received input that did not match expected responses (For example, Did not understand, Yes, or No). NoMatchDisambiguation The user responded to a clarification question, but the input did not match any of the offered options. Unknown The system could not determine the reason for the failure. Often due to internal error, incomplete data, or unexpected failure modes.
botResult	The final result or status of the bot interaction. Disconnect-related results These occur when the conversation ends abruptly or the session is terminated. DisconnectError The bot flow ended due to an unexpected error, such as a system failure, integration issue, or runtime fail. DisconnectRecognitionFailure The bot could not understand the user input, and the session ended as a result of repeated recognition failures. DisconnectRequestedByBot The bot intentionally disconnected the session, often using a Disconnect action in Architect (For example, “Goodbye”). DisconnectRequestedByUser The user terminated the session (For example, closed the chat or hung up the call). DisconnectSessionExpired The session timed out due to inactivity — no user input was received within a configured timeout period. Exit-related results These mean the bot session completed (exited) naturally — without disconnect or transfer: ExitError The bot exited due to an internal error, but not a full disconnect (For example, a failed data action or invalid flow path). ExitRecognitionFailure The bot exited the flow due to recognition issues, such as too many no-match or no-input events. Often used for reporting failed attempts that did not lead to a transfer or disconnect. ExitRequestedByBot The bot intentionally ended the flow, usually after completing the user’s request (For example, “Your request is complete. Goodbye.”). ExitRequestedByUser The user requested to exit, either explicitly (“cancel”, “stop”) or by triggering logic that ends the session. Transfer-related ResultsTransferToACD The bot transferred the interaction to a live agent or queue. This is a common outcome when bots are used for triage or when escalation is requested. Other: Unknown The bot or the virtual agent result could not be determined. May indicate logging issues, unexpected session ends, or unclassified events.
botSessionOutcome	The overall outcome of the bot session, for example, completed, escalated to the human agent. COMPLETE The bot session ended successfully. The user’s request was fulfilled, and the conversation followed the intended path to completion. ERROR The session ended due to an unexpected error. This could include internal failures such as a broken integration, a misconfigured flow, or runtime exceptions. FAILED The bot could not complete the session’s intended task, even though no system error occurred. Typically caused by: Repeated no-match/no-input events Failure to collect required input Unsuccessful confirmation or disambiguation TIMEOUT The user was inactive for too long, and the session automatically ended due to a session timeout. Common in chat, voice, or messaging sessions where the user stops responding. UNKNOWN The system could not determine the outcome of the session. May be caused by: Incomplete logs Unexpected disconnects Platform limitations
botVersion	Refers to a specific, published state of a bot flow that is deployed for customer interactions. Each version captures the bot’s configuration at the time of publication, including its intents, slots, prompts, and logic. For example, Dialog Engine Bot Flow or Digital Bot Flow. Only the last 10 versions are available for filters and in charts.
channels	Relating to the bot start event; the communication channel of the interaction. For example call, email, messaging.
confidence	A score between 0-1 indicating how confident the bot was in identifying the user’s intent. A low confidence score may trigger fallback logic like asking for clarification. A high confidence score confirms that the bot is more certain about the identified intent.
connectedDurationMs	How long the parties of the interaction were connected (in milliseconds). This can be system and participant (for bots or virtual agents) or participant and agent for agent-led interactions.
contactingDurationMs	Time spent trying to reach the customer (in milliseconds). Relevant for outbound campaigns.
dialingDurationMs	Time spent dialing before the call connected (in milliseconds). Relevant for outbound calls.
direction	Whether the interaction was incoming (inbound), outgoing (outbound) or unknown.
disconnectType	CLIENT – The customer ended the interaction intentionally, such as hanging up a phone call or closing a chat window. ENDPOINT – The customer’s device or endpoint (for example, browser or phone) disconnected due to a network issue, browser stopped responding, or app stop responding. PEER – The other party (usually the agent or external participant) disconnected the session, which indirectly ended it for the customer. SYSTEM – The Genesys Cloud system terminated the interaction, possibly due to a timeout, error, or misconfiguration. TRANSFER – The interaction was transferred to another agent or queue, causing a disconnect from the original agent or segment. CONFERENCE – The segment ended as part of a conference interaction, such as a consult transfer or three-way call.
durationMs	The total duration of the interaction or session, is measured in milliseconds.
flowId	The name of the flow in Architect. To note even when flow types are selected the flow names are still all flows available in Architect.
flowOutcomeID	The name of the flow outcome used in Architect flows.
flowOutcomeValue	Represents the result status of a defined flow outcome within an Architect flow. This value indicates whether a specific outcome was achieved successfully, failed, or remained incomplete during a customer interaction.
flowType	Architect flow types : Inbound Call Flow Outbound Call Flow In-Queue Call Flow Inbound chat flow Inbound Email Flow Inbound Message Flow Common Module Flow Digital Bot Flow Voice bot Flow Secure Call Flow
flowVersion	Refers to a specific, saved state of an Architect flow at a specified point in time. Each time you publish a flow, Genesys Cloud creates a version that reflects the flow’s configuration, logic, and settings at that specific point in time. Each time you publish a flow, Genesys Cloud creates a version reflecting the flow’s configuration, logic, and settings at that specific point in time. Only the last 10 versions are available for filters and in charts.
heldDurationMs	Total hold time during the interaction (in milliseconds).
interactingDurationMs	Time the agent actively interacted with the customer (in milliseconds).
intermediateIntent.intent	Available on bot or virtual agent turn event. The intents in the bot or virtual agent session.
knowledgeBaseId	Name of the knowledge base used during the interaction.
knowledgeSearch.answerDocumentId DocumentId	Dependent on the selection on the knowledgeBaseId. Document that is retrieved during a Virtual Agent/Bot Turn or any time Knowledge is used.
languageCode	Language code used in the interaction. For example, en-US.
mediaType	The type of communication channel used. For example, voice, message, email.
messageType	The type of message from web messaging, open messaging, SMS or socials. For example, Facebook, Instagram, and WhatsApp.
milestoneID	The name of the flow milestone used in Architect flows.
outboundCampaignId	The name of the outbound campaign tied to the interaction.
outboundContactListId	The name of the contact list used in the outbound campaign.
product	The bot or virtual agent vendor and bot product name. For example, Genesys Bot flow, Amazon Lex.
queryCount	Total number of queries or user inputs the bot has processed during the bot session.
queryType	The type of knowledge query that is performed when a customer or application submits a request to Knowledge. Values are: Article – Specific article requested AutoSearch – Automatic search invoked Category – Specific category requested ExpandedArticle – Article requested to be expanded ManualSearch – A manual search request to a knowledge base; typically performed by an agent. Recommendation – A recommendation that the system provided. Suggestion – A suggestion that the system provided.
queueId conversationContext.queueID	The name of the queue where the interaction was routed or handled.
requestedLanguageID	An attribute on the ACD End event for routing.
routingPriority	The priority level of the interaction for routing purposes. Represented between 0-1.
selfServedQueryCount	Number of queries successfully handled by the bot without human intervention.
terminatingIntent.intent	Intent that concluded the bot or virtual agent session (For example, exit, transfer_to_agent).
turnCount	Number of conversational turns between the user and the bot or virtual agent.
usedRouting	The type of routing deployed for the interaction. For example, bullseye, conditional, or predictive. Bullseye Interaction was routed using bullseye routing. Routing expands across agent rings over time to widen the candidate pool. Conditional Routing was based on custom Architect logic. May include time of day, customer data, IVR input, or external lookups. Last Routed to the last agent the customer previously interacted with. Supports agent affinity or continuity of service. Manual Interaction was manually routed by an agent or supervisor Often occurs during transfers or direct assignments Other Routing type does not match any standard category. Might indicate custom logic, integrations, or legacy behavior. Predictive Routed via AI-based Predictive Routing. Uses machine learning to select the agent most likely to achieve business goals (For example, CSAT, conversion). Preferred Routed to a Preferred Agent defined by customer profile or routing settings. Enhances personalization and customer-agent consistency. Standard Routed using standard ACD methods. Such as Most Idle, All Skills Matching, and Best Available Skills. Unknown The routing type could not be determined. Typically due to missing metadata or unsupported routing scenario. VIP Interaction was flagged as high priority (VIP). Often routed using special queues or priority logic for high-value customers.
userId	The name of the agent or user who handled the interaction.
vendor	The bot or virtual agent vendor. For example, Amazon, Genesys, Google, Nuance.
voicemailDurationMs	Duration of the voicemail left or received (in milliseconds).
wrapupCode	The wrap up code selected or applied post-interaction to categorize the outcome of the interaction.
wrapupDurationMs	Time spent on post-call wrap-up work (in milliseconds).

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