View an interaction’s Details tab

AI-generated summary

Genesys Cloud's Details tab functions as a comprehensive interaction management system, integrating various monitoring, analytics, and administrative tools. The platform tracks multiple interaction metrics across calls, emails, and chats, including duration, queue association, and disconnect reasons. Voice analytics capabilities measure customer and agent talk percentages, silence periods, overtalk instances, and IVR interaction times. The system supports three main recording types - Trunk, Station, and Consult - with robust management features for archive dates, deletion schedules, and protected status modifications. Security is maintained through permission-based access controls for analytics, conversation details, and recording segments. Administrative tools include recording protection mechanisms, policy-based downloads, wrap-up information management, and SIP diagnostics with PCAP file access. The platform enforces retention policies while providing detailed troubleshooting capabilities through network protocol analysis and SIP diagnostic tools, ensuring comprehensive interaction data management and quality control.

PrerequisitesClick to expand

The Details tab provides a central location for viewing information about the interaction. The Details tab summarizes interaction metrics, recording information, wrap-up information, participant data, and SIP diagnostics. For more information, see the following detailed sections.

Note: Acoustic information is only available in the Details tab when an interaction is transcribed. For languages supported for voice transcription and acoustic analysis, see Genesys Cloud supported languages.

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Interaction metricsClick to expand

Interaction Metrics	Description
Interaction Type	The interaction can be a call, email, or chat.
Interaction ID	The Interaction URL. You can copy the Interaction ID directly to your clipboard using the copy icon at the end of the ID.
Start Time	The date and time the interaction started.
End Time	The date and time the interaction ended.
Direction	Indicates if the interaction was inbound or outbound.
Queue	The queue associated with the interaction. For more information, see Queue administration.
Duration	The duration of the interaction.
Internal Participant(s)	The internal participant is the agent. Note: There can be more than one internal participant. When there is more than one internal participant, the word Multiple appears on the screen. The arrows next to the word Multiple enable you to see a list of the internal participants.
External Participants(s)	The external participant is the customer.
Disconnect Reason	Both the internal and external participant metrics include a disconnect reason that indicates why the interaction ended. For more information, see Disconnect reasons in the interaction’s detail view.
Customer Talk	The percentage of time during the interaction where only the customer is talking.
Agent Talk	The percentage of time during the interaction where only the agent is talking.
Silence	The percentage of time during the interaction where the customer is connected to an agent and neither of the participants is talking for two or more seconds.
Other	The percentage of time during the interaction where one or more of the following occurs: Music or Noise Hold Secure pause
IVR	The percentage of time during the interaction where the customer is interacting with the system for self-service, either in the IVR or with a bot.
ACD	The percentage of time during the interaction where the customer is waiting in a queue.
Overtalk	The percentage of time during the interaction where both the customer and agent speak at the same time for two or more seconds. The number in brackets indicates the number of times that overtalk occurred during the interaction.

Recording informationClick to expand

Note: Information about retention and archive controls, export date, and access to download is available from the Transcript tab for each email.

Recording Information	Description
Call Recording	To modify the archive date, delete date, and the protected status for the recording, click the Edit link. For more information, see Modify a recording’s archive or delete date.
Recording Media Subtype	The type of call recordings captured: Trunk Recording – the recording that is captured in the perspective of the customer Station Recording – the recording that is captured in the perspective of the agent Consult Recording – the recording that is captured for the consultation period of the call This attribute is only available for call recordings.
Recording Subject	The user from whom the recording is captured. This attribute is only available for call recordings.
Archive Date	The date on which the recording is archived.
Delete Date	The date on which the recording will be deleted. Note:  If the maximum interaction data retention time is set, the delete date cannot be longer than the maximum interaction data retention time. For more information, see <add a link to the article that explains the new Maximum Interaction Data Retention Time field in Organization Settings > Settings > Security and Compliance>.
Exported Date	The date on which the interaction was last exported.
Protected	Enables you to select interaction recordings to protect from deletion. For more information, see Protect recordings from deletion for a legal hold directive. Note:  If the maximum interaction data retention time is set, Interaction recordings will not be protected from deletion after the maximum interaction data retention time. For more information, see <add a link to the article that explains the new Maximum Interaction Data Retention Time field in Organization Settings > Settings > Security and Compliance.
Download	Enables you to download policy-based voice and screen recordings one at a time. For more information, see Download a recording.

Wrap-up informationClick to expand

Participant dataClick to expand

SIP diagnosticsClick to expand

SIP Diagnostics	Description
SIP Traces	Enables you to download the interaction SIP traces file.
PCAP	Enables you to download the interaction PCAP file. A PCAP file is a packet capture file that can be viewed with freely available network protocol analyzer applications. A PCAP file shows you the signaling history for a specific call and can be used to troubleshoot call failures at the SIP level. For more information, see SIP Diagnostics.

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