Conversation record

Navigate to the Genesys Cloud Conversation records from Availability Manager.

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

Expand a record using the arrow head to view the sessions within the conversation.

Then select the session you would like to view via the drop-down arrow head. (see example in picture below)

Next to the selected session 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

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.

For example, the following interaction includes four participants: the customer, an IVR menu, an ACD to assign the call, and an agent. All of these participants participate in the voice call media channel, while the customer and agent also use screen sharing to resolve a question.