Table of Contents

Conversation record

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Navigate to the Genesys Cloud Conversation records from availability Availability Manager.Right clicking on a records will give the menu option "Show Raw Data" - this will present the JSON file.

Here you can filter on various columns including

• Direction
  • Inbound interaction
  • Outbound interaction
• Participants 
  • Participant name
  • Email
  • Chat
  • Mobile Number
• Purpose
  • agent, customer, acd. ivr. user, external
• Media Type
  • voice, callback, email, message

Session details

Expand a record using the arrow head to view the sessions within the conversation.Select  Then select the session you would like to view via the drop-down arrow head. (see example in picture below)

Note: Where poor voice quality has been detected, a session will be marked with a warning triangle.

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Media streams

Next to the selected session is you may find a button to "Show Media Streams".  (This is not available for Email Workflow.)

Here you will find information on Codec, Packets, maximum Latency and minimum MOS (Mean Opinion Score). Streams with poor MOS or Latency will be highlighted with a Warning triangle.

Expanded Conversation record showing participant information for Media streams

Stream details

Image Added

Show Media Streams modal with poor voice quality warning triangle

Conversation Definition

A Genesys Cloud conversation is an interaction between multiple participants over at least one media channel such as chat, phone, or email. Genesys Cloud uses conversations to track multiple participants and media channels in an interaction. Participants include automated participants in the call such as an interactive voice response (IVR) menu and automatic call distributor (ACD). Media channels include calls, faxes, chats, emails, social expressions, screen share, and co-browsing.

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