Genesys

Docs > Integrations > Genesys

Integration version1.0.0

Genesys Audit

Genesys Callback

Genesys Chat

Genesys Conversation Overview

Genesys Email

Genesys Message

Genesys Voice

Overview

Genesys is a comprehensive cloud-based contact center platform that enables businesses to manage and optimize customer interactions across multiple channels, including voice, chat, email, social media, and messaging. It’s known for its flexibility, scalability, and integration capabilities, helping businesses improve customer experience and streamline operations.

The Genesys integration collects conversations (Voice, Email, Message, Callback, Chat) analytics metrics and audit logs and ingests them into Datadog for comprehensive analysis.

Setup

Generate Client ID and Client Secret config parameters in Genesys

Login to your Genesys account with Admin role.
Add a new role with the following permissions:
1. Analytics > Conversation Aggregate > View (Query for conversation aggregates)
2. Analytics > Conversation Detail > View (Query for conversation details)
3. Audits > Audit > View (View audits)
Ensure the role created in the previous step is assigned to the logged-in user. For more information on assigning roles to users, see the Genesys guide to Assign roles, divisions, licenses, and add-ons.
Navigate to Admin > Integrations > OAuth section.
Click Add Client.
Enter an appropriate name.
Select Client Credentials as the Grant Type.
Click the Roles tab and assign the role created in step 2.
Click Save.
Copy the Client ID and Client Secret from the Client Details Tab.

Connect your Genesys Account to Datadog

Add your Client ID and Client Secret
Parameters Description
Client ID Client ID for your Genesys account.
Client Secret Client Secret for your Genesys account.

Parameters	Description
Client ID	Client ID for your Genesys account.
Client Secret	Client Secret for your Genesys account.

Choose the region of your Genesys account

Parameters	Description
Region	Select the region in which your Genesys organization exists. Refer to this documentation to identify your region based on web-app URL. Example: App URL: https://apps.usw2.pure.cloud -> Region: US West (Oregon)

Enable Metrics Collection:

Parameters	Description
Get Callback Metrics	Enable to collect Callback Metrics from Genesys. By default, it is enabled.
Get Chat Metrics	Enable to collect Chat Metrics from Genesys. By default, it is enabled.
Get Email Metrics	Enable to collect Email Metrics from Genesys. By default, it is enabled.
Get Message Metrics	Enable to collect Message Metrics from Genesys. By default, it is enabled.
Get Voice Metrics	Enable to collect Voice Metrics from Genesys. By default, it is enabled.

Click the Save button to save your settings.

Data Collected

Logs

The Genesys integration collects and forwards audit logs to Datadog.

Metrics


genesys_cloud.callback.active_callback_complete_count (count)	Count of conversations where an agent spent time on a callback while calls were active
genesys_cloud.callback.active_callback_complete_time_avg (count)	The average time an agent spent on a callback while calls are active Shown as millisecond
genesys_cloud.callback.active_callback_complete_time_max (count)	The maximum time an agent spent on a callback while calls are active Shown as millisecond
genesys_cloud.callback.active_callback_complete_time_min (count)	The minimum time an agent spent on a callback while calls are active Shown as millisecond
genesys_cloud.callback.acw_count (count)	Count of conversations where time was spent on a callback after call work
genesys_cloud.callback.acw_time_avg (count)	The average time spent on a callback after call work Shown as millisecond
genesys_cloud.callback.acw_time_max (count)	The maximum time spent on a callback after call work Shown as millisecond
genesys_cloud.callback.acw_time_min (count)	The minimum time spent on a callback after call work Shown as millisecond
genesys_cloud.callback.alert_count (count)	Count of conversations over Callback where an agent was alerted
genesys_cloud.callback.alert_time_avg (count)	The average time an agent was being alerted over Callback Shown as millisecond
genesys_cloud.callback.alert_time_max (count)	The maximum time an agent was being alerted over Callback Shown as millisecond
genesys_cloud.callback.alert_time_min (count)	The minimum time an agent was being alertedover Callback Shown as millisecond
genesys_cloud.callback.answered_count (count)	Count of interactions over Callback waiting to be connected to an agent
genesys_cloud.callback.answered_time_avg (count)	The average time an interaction waits to be connected to an agent over Callback Shown as millisecond
genesys_cloud.callback.answered_time_max (count)	The maximum time an interaction waits to be connected to an agent over Callback Shown as millisecond
genesys_cloud.callback.answered_time_min (count)	The minimum time an interaction waits to be connected to an agent over Callback Shown as millisecond
genesys_cloud.callback.barged_conversations_count (count)	Count of conversations over Callback where a supervisor spent time barging in on another agent
genesys_cloud.callback.barged_conversations_time_avg (count)	The average time a supervisor spent over Callback barging in on another agent Shown as millisecond
genesys_cloud.callback.barged_conversations_time_max (count)	The maximum time a supervisor spent over Callback barging in on another agent Shown as millisecond
genesys_cloud.callback.barged_conversations_time_min (count)	The minimum time a supervisor spent over Callback barging in on another agent Shown as millisecond
genesys_cloud.callback.blind_transferred_count (count)	Count of blind transferred conversations over Callback
genesys_cloud.callback.coached_conversations_count (count)	Count of conversations over Callback where a supervisor spent time coaching another agent
genesys_cloud.callback.coached_conversations_time_avg (count)	The average time a supervisor spent over Callback coaching another agent Shown as millisecond
genesys_cloud.callback.coached_conversations_time_max (count)	The maximum time a supervisor spent over Callback coaching another agent Shown as millisecond
genesys_cloud.callback.coached_conversations_time_min (count)	The minimum time a supervisor spent over Callback coaching another agent Shown as millisecond
genesys_cloud.callback.connected_conversations_count (count)	Count of connected conversations over Callback
genesys_cloud.callback.connected_time_avg (count)	The average time a customer session was connected over Callback Shown as millisecond
genesys_cloud.callback.connected_time_max (count)	The maximum time a customer session was connected over Callback Shown as millisecond
genesys_cloud.callback.connected_time_min (count)	The minimum time a customer session was connected over Callback Shown as millisecond
genesys_cloud.callback.consult_transferred_conversations_count (count)	Count of total conversations that were transferred as part of a consult over Callback
genesys_cloud.callback.consulted_conversations_count (count)	Count of total conversations where an agent consulted another agent over Callback
genesys_cloud.callback.contacting_count (count)	Count of conversations over Callback where a connection is established with your station on an outbound call
genesys_cloud.callback.contacting_time_avg (count)	The average time that it takes to establish a connection with your station on an outbound call over Callback Shown as millisecond
genesys_cloud.callback.contacting_time_max (count)	The maximum time that it takes to establish a connection with your station on an outbound call over Callback Shown as millisecond
genesys_cloud.callback.contacting_time_min (count)	The minimum time that it takes to establish a connection with your station on an outbound call over Callback Shown as millisecond
genesys_cloud.callback.dialing_count (count)	Count of conversations over Callback where an agent spent time dialing
genesys_cloud.callback.dialing_time_avg (count)	The average time an agent spent dialing over Callback Shown as millisecond
genesys_cloud.callback.dialing_time_max (count)	The maximum time an agent spent dialing over Callback Shown as millisecond
genesys_cloud.callback.dialing_time_min (count)	The minimum time an agent spent dialing over Callback Shown as millisecond
genesys_cloud.callback.errored_conversations_count (count)	Count of total errored conversations over Callback
genesys_cloud.callback.first_connect_count (count)	Count of conversations which are between the start of the callback ACD and the start of the first interact segment on the voice channel
genesys_cloud.callback.first_connect_time_avg (count)	The average time between the start of the callback ACD and the start of the first interact segment on the voice channel Shown as millisecond
genesys_cloud.callback.first_connect_time_max (count)	The maximum time between the start of the callback ACD and the start of the first interact segment on the voice channel Shown as millisecond
genesys_cloud.callback.first_connect_time_min (count)	The minimum time between the start of the callback ACD and the start of the first interact segment on the voice channel Shown as millisecond
genesys_cloud.callback.first_dial_count (count)	Count of conversations which are between the start of the callback ACD and the start of the first dialing segment on the voice channel
genesys_cloud.callback.first_dial_time_avg (count)	The average time between the start of the callback ACD and the start of the first dialing segment on the voice channel Shown as millisecond
genesys_cloud.callback.first_dial_time_max (count)	The maximum time between the start of the callback ACD and the start of the first dialing segment on the voice channel Shown as millisecond
genesys_cloud.callback.first_dial_time_min (count)	The minimum time between the start of the callback ACD and the start of the first dialing segment on the voice channel Shown as millisecond
genesys_cloud.callback.flow_out_count (count)	Count of conversations over Callback where an interaction was transferred out of a queue (and not answered by an agent)
genesys_cloud.callback.flow_out_time_avg (count)	The average time before an interaction was transferred out of a queue (and not answered by an agent) over Callback Shown as millisecond
genesys_cloud.callback.flow_out_time_max (count)	The maximum time before an interaction was transferred out of a queue (and not answered by an agent) over Callback Shown as millisecond
genesys_cloud.callback.flow_out_time_min (count)	The minimum time before an interaction was transferred out of a queue (and not answered by an agent) over Callback Shown as millisecond
genesys_cloud.callback.handle_count (count)	Count of conversations over Callback where an agent spent time on an interaction, including time spent contacting, dialing, talking, holding, and performing after call work
genesys_cloud.callback.handle_time_avg (count)	The average time an agent spends on an interaction over Callback, includes time spent contacting, time spent dialing, talk time, hold time, and after call work Shown as millisecond
genesys_cloud.callback.handle_time_max (count)	The maximum time an agent spends on an interaction over Callback, includes time spent contacting, time spent dialing, talk time, hold time, and after call work Shown as millisecond
genesys_cloud.callback.handle_time_min (count)	The minimum time an agent spends on an interaction over Callback, includes time spent contacting, time spent dialing, talk time, hold time, and after call work Shown as millisecond
genesys_cloud.callback.held_complete_count (count)	Count of conversations over Callback that were on hold
genesys_cloud.callback.held_complete_time_avg (count)	The average hold time for an interaction over Callback Shown as millisecond
genesys_cloud.callback.held_complete_time_max (count)	The maximum hold time for an interaction over Callback Shown as millisecond
genesys_cloud.callback.held_complete_time_min (count)	The minimum hold time for an interaction over Callback Shown as millisecond
genesys_cloud.callback.monitoring_complete_count (count)	Count of conversations over Callback where time was spent monitoring an interaction
genesys_cloud.callback.monitoring_complete_time_avg (count)	The average time spent monitoring an interaction over Callback Shown as millisecond
genesys_cloud.callback.monitoring_complete_time_max (count)	The maximum time spent monitoring an interaction over Callback Shown as millisecond
genesys_cloud.callback.monitoring_complete_time_min (count)	The minimum time spent monitoring an interaction over Callback Shown as millisecond
genesys_cloud.callback.not_responding_count (count)	Count of conversations over Callback where an agent was alerted but did not respond to a queue conversation
genesys_cloud.callback.not_responding_time_avg (count)	The average time an agent was being alerted without responding to a queue conversation over Callback Shown as millisecond
genesys_cloud.callback.not_responding_time_max (count)	The maximum time an agent was being alerted without responding to a queue conversation over Callback Shown as millisecond
genesys_cloud.callback.not_responding_time_min (count)	The minimum time an agent was being alerted without responding to a queue conversation over Callback Shown as millisecond
genesys_cloud.callback.offered_conversations_count (count)	Count of total conversations over Callback offered to a queue by an Automatic Call Distributor (ACD)
genesys_cloud.callback.over_sla_count (count)	Count of over SLA over Callback
genesys_cloud.callback.state_transition_errors_count (count)	Count of state transition errors over Callback
genesys_cloud.callback.talk_complete_count (count)	Count of conversations over Callback where the agent talked/interacted
genesys_cloud.callback.talk_complete_time_avg (count)	Average time an agent spent talking/interacting over Callback Shown as millisecond
genesys_cloud.callback.talk_complete_time_max (count)	The maximum time an agent spent talking/interacting over Callback Shown as millisecond
genesys_cloud.callback.talk_complete_time_min (count)	Minimum time an agent spent talking/interacting over Callback Shown as millisecond
genesys_cloud.callback.total_conversations (count)	Count of total callback conversations
genesys_cloud.callback.total_transferred_count (count)	Count of total transferred conversations over Callback
genesys_cloud.callback.wait_count (count)	Count of interactions over Callback waiting in the queue before being answered, abandoned, or flowing out of the queue
genesys_cloud.callback.wait_time_avg (count)	The average time spent waiting in queue before an interaction was answered , abandoned, or flowed out of queue over Callback Shown as millisecond
genesys_cloud.callback.wait_time_max (count)	The maximum time spent waiting in queue before an interaction was answered, abandoned, or flowed out of queue over Callback Shown as millisecond
genesys_cloud.callback.wait_time_min (count)	The minimum time spent waiting in queue before an interaction was answered, abandoned, or flowed out of queue over Callback Shown as millisecond
genesys_cloud.chat.abandoned_conversation_count (count)	Count of abandoned conversations over chat
genesys_cloud.chat.abandoned_conversation_time_avg (count)	The average abandoned conversation time over chat Shown as millisecond
genesys_cloud.chat.abandoned_conversation_time_max (count)	The maximum abandoned conversation time over chat Shown as millisecond
genesys_cloud.chat.abandoned_conversation_time_min (count)	The minimum abandoned conversation time over chat Shown as millisecond
genesys_cloud.chat.acw_count (count)	Count of conversations over Chat where time was spent on after call work
genesys_cloud.chat.acw_time_avg (count)	The average time spent over Chat after call work Shown as millisecond
genesys_cloud.chat.acw_time_max (count)	The maximum time spent over Chat after call work Shown as millisecond
genesys_cloud.chat.acw_time_min (count)	The minimum time spent over Chat after call work Shown as millisecond
genesys_cloud.chat.alert_count (count)	Count of conversations over Chat where an agent was alerted
genesys_cloud.chat.alert_time_avg (count)	The average time an agent was being alerted over Chat Shown as millisecond
genesys_cloud.chat.alert_time_max (count)	The maximum time an agent was being alerted over Chat Shown as millisecond
genesys_cloud.chat.alert_time_min (count)	The minimum time an agent was being alerted over Chat Shown as millisecond
genesys_cloud.chat.answered_count (count)	Count of interactions over Chat waiting to be connected to an agent
genesys_cloud.chat.answered_time_avg (count)	The average time an interaction waits to be connected to an agent over Chat Shown as millisecond
genesys_cloud.chat.answered_time_max (count)	The maximum time an interaction waits to be connected to an agent over Chat Shown as millisecond
genesys_cloud.chat.answered_time_min (count)	The minimum time an interaction waits to be connected to an agent over Chat Shown as millisecond
genesys_cloud.chat.barged_conversations_count (count)	Count of conversations over Chat where a supervisor spent time barging in on another agent
genesys_cloud.chat.barged_conversations_time_avg (count)	The average time a supervisor spent over Chat barging in on another agent Shown as millisecond
genesys_cloud.chat.barged_conversations_time_max (count)	The maximum time a supervisor spent over Chat barging in on another agent Shown as millisecond
genesys_cloud.chat.barged_conversations_time_min (count)	The minimum time a supervisor spent over Chat barging in on another agent Shown as millisecond
genesys_cloud.chat.blind_transferred_count (count)	Count of blind transferred conversations over Chat
genesys_cloud.chat.bot_interactions_count (count)	Count of bot interaction conversations over Chat
genesys_cloud.chat.coached_conversations_count (count)	Count of conversations over Chat where a supervisor spent time coaching another agent
genesys_cloud.chat.coached_conversations_time_avg (count)	The average time a supervisor spent over Chat coaching another agent Shown as millisecond
genesys_cloud.chat.coached_conversations_time_max (count)	The maximum time a supervisor spent over Chat coaching another agent Shown as millisecond
genesys_cloud.chat.coached_conversations_time_min (count)	The minimum time a supervisor spent over Chat coaching another agent Shown as millisecond
genesys_cloud.chat.connected_conversations_count (count)	Count of connected conversations over Chat
genesys_cloud.chat.connected_time_avg (count)	The average time a customer session was connected over Chat Shown as millisecond
genesys_cloud.chat.connected_time_max (count)	The maximum time a customer session was connected over Chat Shown as millisecond
genesys_cloud.chat.connected_time_min (count)	The minimum time a customer session was connected over Chat Shown as millisecond
genesys_cloud.chat.consult_transferred_conversations_count (count)	Count of total conversations that were transferred as part of a consult over Chat
genesys_cloud.chat.consulted_conversations_count (count)	Count of total conversations where an agent consulted another agent over Chat
genesys_cloud.chat.contacting_count (count)	Count of conversations over Chat where a connection is established with your station on an outbound call
genesys_cloud.chat.contacting_time_avg (count)	The average time that it takes to establish a connection with your station on an outbound call over Chat Shown as millisecond
genesys_cloud.chat.contacting_time_max (count)	The maximum time that it takes to establish a connection with your station on an outbound call over Chat Shown as millisecond
genesys_cloud.chat.contacting_time_min (count)	The minimum time that it takes to establish a connection with your station on an outbound call over Chat Shown as millisecond
genesys_cloud.chat.dialing_count (count)	Count of conversations over Chat where an agent spent time dialing
genesys_cloud.chat.dialing_time_avg (count)	The average time an agent spent dialing over Chat Shown as millisecond
genesys_cloud.chat.dialing_time_max (count)	The maximum time an agent spent dialing over Chat Shown as millisecond
genesys_cloud.chat.dialing_time_min (count)	The minimum time an agent spent dialing over Chat Shown as millisecond
genesys_cloud.chat.errored_conversations_count (count)	Count of total errored conversations over Chat
genesys_cloud.chat.flow_out_count (count)	Count of conversations over Chat where an interaction was transferred out of a queue (and not answered by an agent)
genesys_cloud.chat.flow_out_time_avg (count)	The average time before an interaction was transferred out of a queue (and not answered by an agent) over Chat Shown as millisecond
genesys_cloud.chat.flow_out_time_max (count)	The maximum time before an interaction was transferred out of a queue (and not answered by an agent) over Chat Shown as millisecond
genesys_cloud.chat.flow_out_time_min (count)	The minimum time before an interaction was transferred out of a queue (and not answered by an agent) over Chat Shown as millisecond
genesys_cloud.chat.handle_count (count)	Count of conversations over Chat where an agent spent time on an interaction, including time spent contacting, dialing, talking, holding, and performing after call work
genesys_cloud.chat.handle_time_avg (count)	The average time an agent spends on an interaction over Chat, includes time spent contacting, time spent dialing, talk time, hold time, and after call work Shown as millisecond
genesys_cloud.chat.handle_time_max (count)	The maximum time an agent spends on an interaction over Chat, includes time spent contacting, time spent dialing, talk time, hold time, and after call work Shown as millisecond
genesys_cloud.chat.handle_time_min (count)	The minimum time an agent spends on an interaction over Chat, includes time spent contacting, time spent dialing, talk time, hold time, and after call work Shown as millisecond
genesys_cloud.chat.held_complete_count (count)	Count of conversations over Chat that were on hold
genesys_cloud.chat.held_complete_time_avg (count)	The average hold time for an interaction over Chat Shown as millisecond
genesys_cloud.chat.held_complete_time_max (count)	The maximum hold time for an interaction over Chat Shown as millisecond
genesys_cloud.chat.held_complete_time_min (count)	The minimum hold time for an interaction over Chat Shown as millisecond
genesys_cloud.chat.ivr_count (count)	Count of conversations over Chat where time was spent in IVR
genesys_cloud.chat.ivr_time_avg (count)	The average time spent in IVR over Chat Shown as millisecond
genesys_cloud.chat.ivr_time_max (count)	The maximum time spent in IVR over Chat Shown as millisecond
genesys_cloud.chat.ivr_time_min (count)	The minimum time spent in IVR over Chat Shown as millisecond
genesys_cloud.chat.monitoring_complete_count (count)	Count of conversations over Chat where time was spent monitoring an interaction
genesys_cloud.chat.monitoring_complete_time_avg (count)	The average time spent monitoring an interaction over Chat Shown as millisecond
genesys_cloud.chat.monitoring_complete_time_max (count)	The maximum time spent monitoring an interaction over Chat Shown as millisecond
genesys_cloud.chat.monitoring_complete_time_min (count)	The minimum time spent monitoring an interaction over Chat Shown as millisecond
genesys_cloud.chat.not_responding_count (count)	Count of conversations over Chat where an agent was alerted but did not respond to a queue conversation
genesys_cloud.chat.not_responding_time_avg (count)	The average time an agent was being alerted without responding to a queue conversation over Chat Shown as millisecond
genesys_cloud.chat.not_responding_time_max (count)	The maximum time an agent was being alerted without responding to a queue conversation over Chat Shown as millisecond
genesys_cloud.chat.not_responding_time_min (count)	The minimum time an agent was being alerted without responding to a queue conversation over Chat Shown as millisecond
genesys_cloud.chat.offered_conversations_count (count)	Count of total conversations over Chat offered to a queue by an Automatic Call Distributor (ACD)
genesys_cloud.chat.over_sla_count (count)	Count of over SLA over Chat
genesys_cloud.chat.short_abandoned_conversations_count (count)	Count of short abandoned conversations over chat
genesys_cloud.chat.short_abandoned_conversations_time_avg (count)	The average time under the short abandon threshold over chat Shown as millisecond
genesys_cloud.chat.short_abandoned_conversations_time_max (count)	The maximum time under the short abandon threshold over chat Shown as millisecond
genesys_cloud.chat.short_abandoned_conversations_time_min (count)	The minimum time under the short abandon threshold over chat Shown as millisecond
genesys_cloud.chat.state_transition_errors_count (count)	Count of state transition errors over Chat
genesys_cloud.chat.talk_complete_count (count)	Count of conversations over Chat where the agent talked/interacted
genesys_cloud.chat.talk_complete_time_avg (count)	Average time an agent spent talking/interacting over Chat Shown as millisecond
genesys_cloud.chat.talk_complete_time_max (count)	The maximum time an agent spent talking/interacting over Chat Shown as millisecond
genesys_cloud.chat.talk_complete_time_min (count)	Minimum time an agent spent talking/interacting over Chat Shown as millisecond
genesys_cloud.chat.total_conversations (count)	Count of total chat conversations
genesys_cloud.chat.total_transferred_count (count)	Count of total transferred conversations over Chat
genesys_cloud.chat.wait_count (count)	Count of interactions over Chat waiting in the queue before being answered, abandoned, or flowing out of the queue
genesys_cloud.chat.wait_time_avg (count)	The average time spent waiting in queue before an interaction was answered, abandoned, or flowed out of queue over Chat Shown as millisecond
genesys_cloud.chat.wait_time_max (count)	The maximum time spent waiting in queue before an interaction was answered, abandoned, or flowed out of queue over Chat Shown as millisecond
genesys_cloud.chat.wait_time_min (count)	The minimum time spent waiting in queue before an interaction was answered, abandoned, or flowed out of queue over Chat Shown as millisecond
genesys_cloud.email.acw_count (count)	Count of conversations over Email where time was spent on after call work
genesys_cloud.email.acw_time_avg (count)	The average time spent over Email after call work Shown as millisecond
genesys_cloud.email.acw_time_max (count)	The maximum time spent over Email after call work Shown as millisecond
genesys_cloud.email.acw_time_min (count)	The minimum time spent over Email after call work Shown as millisecond
genesys_cloud.email.agent_response_count (count)	Count of conversations over Emailwhere the user spent time waiting for a response from the agent
genesys_cloud.email.agent_response_time_avg (count)	The average time the user spent over Email waiting for a response from the agent Shown as millisecond
genesys_cloud.email.agent_response_time_max (count)	The maximum time the user spent over Email waiting for a response from the agent Shown as millisecond
genesys_cloud.email.agent_response_time_min (count)	The minimum time the user spent over Email waiting for a response from the agent Shown as millisecond
genesys_cloud.email.alert_count (count)	Count of conversations over Email where an agent was alerted
genesys_cloud.email.alert_time_avg (count)	The average time an agent was being alerted over Email Shown as millisecond
genesys_cloud.email.alert_time_max (count)	The maximum time an agent was being alerted over Email Shown as millisecond
genesys_cloud.email.alert_time_min (count)	The minimum time an agent was being alerted over Email Shown as millisecond
genesys_cloud.email.answered_count (count)	Count of interactions over Email waiting to be connected to an agent
genesys_cloud.email.answered_time_avg (count)	The average time an interaction waits to be connected to an agent over Email Shown as millisecond
genesys_cloud.email.answered_time_max (count)	The maximum time an interaction waits to be connected to an agent over Email Shown as millisecond
genesys_cloud.email.answered_time_min (count)	The minimum time an interaction waits to be connected to an agent over Email Shown as millisecond
genesys_cloud.email.barged_conversations_count (count)	Count of conversations over Email where a supervisor spent time barging in on another agent
genesys_cloud.email.barged_conversations_time_avg (count)	The average time a supervisor spent over Email barging in on another agent Shown as millisecond
genesys_cloud.email.barged_conversations_time_max (count)	The maximum time a supervisor spent over Email barging in on another agent Shown as millisecond
genesys_cloud.email.barged_conversations_time_min (count)	The minimum time a supervisor spent over Email barging in on another agent Shown as millisecond
genesys_cloud.email.blind_transferred_count (count)	Count of blind transferred conversations over Email
genesys_cloud.email.bot_interactions_count (count)	Count of bot interaction conversations over Email
genesys_cloud.email.coached_conversations_count (count)	Count of conversations over Email where a supervisor spent time coaching another agent
genesys_cloud.email.coached_conversations_time_avg (count)	The average time a supervisor spent over Email coaching another agent Shown as millisecond
genesys_cloud.email.coached_conversations_time_max (count)	The maximum time a supervisor spent over Email coaching another agent Shown as millisecond
genesys_cloud.email.coached_conversations_time_min (count)	The minimum time a supervisor spent over Email coaching another agent Shown as millisecond
genesys_cloud.email.connected_conversations_count (count)	Count of connected conversations over Email
genesys_cloud.email.connected_outbound_conversations_count (count)	Count of outbound connected conversations over Email
genesys_cloud.email.connected_time_avg (count)	The average time a customer session was connected over Email Shown as millisecond
genesys_cloud.email.connected_time_max (count)	The maximum time a customer session was connected over Email Shown as millisecond
genesys_cloud.email.connected_time_min (count)	The minimum time a customer session was connected over Email Shown as millisecond
genesys_cloud.email.consult_transferred_conversations_count (count)	Count of total conversations that were transferred as part of a consult over Email
genesys_cloud.email.consulted_conversations_count (count)	Count of total conversations where an agent consulted another agent over Email
genesys_cloud.email.contacting_count (count)	Count of conversations over Email where a connection is established with your station on an outbound call
genesys_cloud.email.contacting_time_avg (count)	The average time that it takes to establish a connection with your station on an outbound call over Email Shown as millisecond
genesys_cloud.email.contacting_time_max (count)	The maximum time that it takes to establish a connection with your station on an outbound call over Email Shown as millisecond
genesys_cloud.email.contacting_time_min (count)	The minimum time that it takes to establish a connection with your station on an outbound call over Email Shown as millisecond
genesys_cloud.email.dialing_count (count)	Count of conversations over Email where an agent spent time dialing
genesys_cloud.email.dialing_time_avg (count)	The average time an agent spent dialing over Email Shown as millisecond
genesys_cloud.email.dialing_time_max (count)	The maximum time an agent spent dialing over Email Shown as millisecond
genesys_cloud.email.dialing_time_min (count)	The minimum time an agent spent dialing over Email Shown as millisecond
genesys_cloud.email.errored_conversations_count (count)	Count of total errored conversations over Email
genesys_cloud.email.flow_out_count (count)	Count of conversations over Email where an interaction was transferred out of a queue (and not answered by an agent)
genesys_cloud.email.flow_out_time_avg (count)	The average time before an interaction was transferred out of a queue (and not answered by an agent) over Email Shown as millisecond
genesys_cloud.email.flow_out_time_max (count)	The maximum time before an interaction was transferred out of a queue (and not answered by an agent) over Email Shown as millisecond
genesys_cloud.email.flow_out_time_min (count)	The minimum time before an interaction was transferred out of a queue (and not answered by an agent) over Email Shown as millisecond
genesys_cloud.email.handle_count (count)	Count of conversations over Email where an agent spent time on an interaction, including time spent contacting, dialing, talking, holding, and performing after call work
genesys_cloud.email.handle_time_avg (count)	The average time an agent spends on an interaction over Email, includes time spent contacting, time spent dialing, talk time, hold time, and after call work Shown as millisecond
genesys_cloud.email.handle_time_max (count)	The maximum time an agent spends on an interaction over Email, includes time spent contacting, time spent dialing, talk time, hold time, and after call work Shown as millisecond
genesys_cloud.email.handle_time_min (count)	The minimum time an agent spends on an interaction over Email, includes time spent contacting, time spent dialing, talk time, hold time, and after call work Shown as millisecond
genesys_cloud.email.held_complete_count (count)	Count of conversations over Email that were on hold
genesys_cloud.email.held_complete_time_avg (count)	The average hold time for an interaction over Email Shown as millisecond
genesys_cloud.email.held_complete_time_max (count)	The maximum hold time for an interaction over Email Shown as millisecond
genesys_cloud.email.held_complete_time_min (count)	The minimum hold time for an interaction over Email Shown as millisecond
genesys_cloud.email.ivr_count (count)	Count of conversations over Email where time was spent in IVR
genesys_cloud.email.ivr_time_avg (count)	The average time spent in IVR over Email Shown as millisecond
genesys_cloud.email.ivr_time_max (count)	The maximum time spent in IVR over Email Shown as millisecond
genesys_cloud.email.ivr_time_min (count)	The minimum time spent in IVR over Email Shown as millisecond
genesys_cloud.email.monitoring_complete_count (count)	Count of conversations over Email where time was spent monitoring an interaction
genesys_cloud.email.monitoring_complete_time_avg (count)	The average time spent monitoring an interaction over Email Shown as millisecond
genesys_cloud.email.monitoring_complete_time_max (count)	The maximum time spent monitoring an interaction over Email Shown as millisecond
genesys_cloud.email.monitoring_complete_time_min (count)	The minimum time spent monitoring an interaction over Email Shown as millisecond
genesys_cloud.email.not_responding_count (count)	Count of conversations over Email where an agent was alerted but did not respond to a queue conversation
genesys_cloud.email.not_responding_time_avg (count)	The average time an agent was being alerted without responding to a queue conversation over Email Shown as millisecond
genesys_cloud.email.not_responding_time_max (count)	The maximum time an agent was being alerted without responding to a queue conversation over Email Shown as millisecond
genesys_cloud.email.not_responding_time_min (count)	The minimum time an agent was being alerted without responding to a queue conversation over Email Shown as millisecond
genesys_cloud.email.offered_conversations_count (count)	Count of total conversations over Email offered to a queue by an Automatic Call Distributor (ACD)
genesys_cloud.email.outbound_conversations_count (count)	Count of outbound conversations over Email
genesys_cloud.email.over_sla_count (count)	Count of over SLA over Email
genesys_cloud.email.park_complete_count (count)	Count of conversations over Email where an agent parked the conversation
genesys_cloud.email.park_complete_time_avg (count)	The overall time an agent parked a conversation over Email Shown as millisecond
genesys_cloud.email.park_complete_time_max (count)	The maximum time an agent parked a conversation over Email Shown as millisecond
genesys_cloud.email.park_complete_time_min (count)	The minimum time an agent parked a conversation over Email Shown as millisecond
genesys_cloud.email.state_transition_errors_count (count)	Count of state transition errors over Email
genesys_cloud.email.talk_complete_count (count)	Count of conversations over Email where the agent talked/interacted
genesys_cloud.email.talk_complete_time_avg (count)	Average time an agent spent talking/interacting over Email Shown as millisecond
genesys_cloud.email.talk_complete_time_max (count)	The maximum time an agent spent talking/interacting over Email Shown as millisecond
genesys_cloud.email.talk_complete_time_min (count)	Minimum time an agent spent talking/interacting over Email Shown as millisecond
genesys_cloud.email.total_conversations (count)	Count of total email conversations
genesys_cloud.email.total_transferred_count (count)	Count of total transferred conversations over Email
genesys_cloud.email.user_response_count (count)	Count of conversations over Email waiting for an end user response
genesys_cloud.email.user_response_time_avg (count)	The average time spent waiting for an end user response over Email Shown as millisecond
genesys_cloud.email.user_response_time_max (count)	The maximum time spent waiting for an end user response over Email Shown as millisecond
genesys_cloud.email.user_response_time_min (count)	The minimum time spent waiting for an end user response over Email Shown as millisecond
genesys_cloud.email.wait_count (count)	Count of interactions over Email waiting in the queue before being answered, abandoned, or flowing out of the queue
genesys_cloud.email.wait_time_avg (count)	The average time spent waiting in queue before an interaction was answered, abandoned, or flowed out of queue over Email Shown as millisecond
genesys_cloud.email.wait_time_max (count)	The maximum time spent waiting in queue before an interaction was answered, abandoned, or flowed out of queue over Email Shown as millisecond
genesys_cloud.email.wait_time_min (count)	The minimum time spent waiting in queue before an interaction was answered, abandoned, or flowed out of queue over Email Shown as millisecond
genesys_cloud.message.agent_response_count (count)	Count of conversations over Message where the user spent time waiting for a response from the agent
genesys_cloud.message.agent_response_time_avg (count)	The average time the user spent over Message waiting for a response from the agent Shown as millisecond
genesys_cloud.message.agent_response_time_max (count)	The maximum time the user spent over Message waiting for a response from the agent Shown as millisecond
genesys_cloud.message.agent_response_time_min (count)	The minimum time the user spent over Message waiting for a response from the agent Shown as millisecond
genesys_cloud.message.alert_count (count)	Count of conversations over Message where an agent was alerted
genesys_cloud.message.alert_time_avg (count)	The average time an agent was being alerted over Message Shown as millisecond
genesys_cloud.message.alert_time_max (count)	The maximum time an agent was being alerted over Message Shown as millisecond
genesys_cloud.message.alert_time_min (count)	The minimum time an agent was being alerted over Message Shown as millisecond
genesys_cloud.message.answered_count (count)	Count of interactions over Message waiting to be connected to an agent
genesys_cloud.message.answered_time_avg (count)	The average time an interaction waits to be connected to an agent over Message Shown as millisecond
genesys_cloud.message.answered_time_max (count)	The maximum time an interaction waits to be connected to an agent over Message Shown as millisecond
genesys_cloud.message.answered_time_min (count)	The minimum time an interaction waits to be connected to an agent over Message Shown as millisecond
genesys_cloud.message.attempted_outbound_conversations_count (count)	Count of outbound attempted conversations over Message
genesys_cloud.message.barged_conversations_count (count)	Count of conversations over Message where a supervisor spent time barging in on another agent
genesys_cloud.message.barged_conversations_time_avg (count)	The average time a supervisor spent over Message barging in on another agent Shown as millisecond
genesys_cloud.message.barged_conversations_time_max (count)	The maximum time a supervisor spent over Message barging in on another agent Shown as millisecond
genesys_cloud.message.barged_conversations_time_min (count)	The minimum time a supervisor spent over Message barging in on another agent Shown as millisecond
genesys_cloud.message.blind_transferred_count (count)	Count of blind transferred conversations over Message
genesys_cloud.message.bot_interactions_count (count)	Count of bot interaction conversations over Message
genesys_cloud.message.coached_conversations_count (count)	Count of conversations over Message where a supervisor spent time coaching another agent
genesys_cloud.message.coached_conversations_time_avg (count)	The average time a supervisor spent over Message coaching another agent Shown as millisecond
genesys_cloud.message.coached_conversations_time_max (count)	The maximum time a supervisor spent over Message coaching another agent Shown as millisecond
genesys_cloud.message.coached_conversations_time_min (count)	The minimum time a supervisor spent over Message coaching another agent Shown as millisecond
genesys_cloud.message.connected_conversations_count (count)	Count of connected conversations over Message
genesys_cloud.message.connected_outbound_conversations_count (count)	Count of outbound connected conversations over Message
genesys_cloud.message.connected_time_avg (count)	The average time a customer session was connected over Message Shown as millisecond
genesys_cloud.message.connected_time_max (count)	The maximum time a customer session was connected over Message Shown as millisecond
genesys_cloud.message.connected_time_min (count)	The minimum time a customer session was connected over Message Shown as millisecond
genesys_cloud.message.consult_transferred_conversations_count (count)	Count of total conversations that were transferred as part of a consult over Message
genesys_cloud.message.consulted_conversations_count (count)	Count of total conversations where an agent consulted another agent over Message
genesys_cloud.message.contacting_count (count)	Count of conversations over Message where a connection is established with your station on an outbound call
genesys_cloud.message.contacting_time_avg (count)	The average time that it takes to establish a connection with your station on an outbound call over Message Shown as millisecond
genesys_cloud.message.contacting_time_max (count)	The maximum time that it takes to establish a connection with your station on an outbound call over Message Shown as millisecond
genesys_cloud.message.contacting_time_min (count)	The minimum time that it takes to establish a connection with your station on an outbound call over Message Shown as millisecond
genesys_cloud.message.dialing_count (count)	Count of conversations over Message where an agent spent time dialing
genesys_cloud.message.dialing_time_avg (count)	The average time an agent spent dialing over Message Shown as millisecond
genesys_cloud.message.dialing_time_max (count)	The maximum time an agent spent dialing over Message Shown as millisecond
genesys_cloud.message.dialing_time_min (count)	The minimum time an agent spent dialing over Message Shown as millisecond
genesys_cloud.message.errored_conversations_count (count)	Count of total errored conversations over Message
genesys_cloud.message.flow_out_count (count)	Count of conversations over Message where an interaction was transferred out of a queue (and not answered by an agent)
genesys_cloud.message.flow_out_time_avg (count)	The average time before an interaction was transferred out of a queue (and not answered by an agent) over Message Shown as millisecond
genesys_cloud.message.flow_out_time_max (count)	The maximum time before an interaction was transferred out of a queue (and not answered by an agent) over Message Shown as millisecond
genesys_cloud.message.flow_out_time_min (count)	The minimum time before an interaction was transferred out of a queue (and not answered by an agent) over Message Shown as millisecond
genesys_cloud.message.handle_count (count)	Count of conversations over Message where an agent spent time on an interaction, including time spent contacting, dialing, talking, holding, and performing after call work
genesys_cloud.message.handle_time_avg (count)	The average time an agent spends on an interaction over Message, includes time spent contacting, time spent dialing, talk time, hold time, and after call work Shown as millisecond
genesys_cloud.message.handle_time_max (count)	The maximum time an agent spends on an interaction over Message, includes time spent contacting, time spent dialing, talk time, hold time, and after call work Shown as millisecond
genesys_cloud.message.handle_time_min (count)	The minimum time an agent spends on an interaction over Message, includes time spent contacting, time spent dialing, talk time, hold time, and after call work Shown as millisecond
genesys_cloud.message.held_complete_count (count)	Count of conversations over Message that were on hold
genesys_cloud.message.held_complete_time_avg (count)	The average hold time for an interaction over Message Shown as millisecond
genesys_cloud.message.held_complete_time_max (count)	The maximum hold time for an interaction over Message Shown as millisecond
genesys_cloud.message.held_complete_time_min (count)	The minimum hold time for an interaction over Message Shown as millisecond
genesys_cloud.message.ivr_count (count)	Count of conversations over Message where time was spent in IVR
genesys_cloud.message.ivr_time_avg (count)	The average time spent in IVR over Message Shown as millisecond
genesys_cloud.message.ivr_time_max (count)	The maximum time spent in IVR over Message Shown as millisecond
genesys_cloud.message.ivr_time_min (count)	The minimum time spent in IVR over Message Shown as millisecond
genesys_cloud.message.monitoring_complete_count (count)	Count of conversations over Message where time was spent monitoring an interaction
genesys_cloud.message.monitoring_complete_time_avg (count)	The average time spent monitoring an interaction over Message Shown as millisecond
genesys_cloud.message.monitoring_complete_time_max (count)	The maximum time spent monitoring an interaction over Message Shown as millisecond
genesys_cloud.message.monitoring_complete_time_min (count)	The minimum time spent monitoring an interaction over Message Shown as millisecond
genesys_cloud.message.not_responding_count (count)	Count of conversations over Message where an agent was alerted but did not respond to a queue conversation
genesys_cloud.message.not_responding_time_avg (count)	The average time an agent was being alerted without responding to a queue conversation over Message Shown as millisecond
genesys_cloud.message.not_responding_time_max (count)	The maximum time an agent was being alerted without responding to a queue conversation over Message Shown as millisecond
genesys_cloud.message.not_responding_time_min (count)	The minimum time an agent was being alerted without responding to a queue conversation over Message Shown as millisecond
genesys_cloud.message.offered_conversations_count (count)	Count of total conversations over Message offered to a queue by an Automatic Call Distributor (ACD)
genesys_cloud.message.outbound_conversations_count (count)	Count of outbound conversations over Message
genesys_cloud.message.over_sla_count (count)	Count of over SLA over Message
genesys_cloud.message.state_transition_errors_count (count)	Count of state transition errors over Message
genesys_cloud.message.talk_complete_count (count)	Count of conversations over Message where the agent talked/interacted
genesys_cloud.message.talk_complete_time_avg (count)	Average time an agent spent talking/interacting over Message Shown as millisecond
genesys_cloud.message.talk_complete_time_max (count)	The maximum time an agent spent talking/interacting over Message Shown as millisecond
genesys_cloud.message.talk_complete_time_min (count)	Minimum time an agent spent talking/interacting over Message Shown as millisecond
genesys_cloud.message.total_conversations (count)	Count of total message conversations
genesys_cloud.message.total_transferred_count (count)	Count of total transferred conversations over Message
genesys_cloud.message.user_response_count (count)	Count of conversations over Message waiting for an end user response
genesys_cloud.message.user_response_time_avg (count)	The average time spent waiting for an end user response over Message Shown as millisecond
genesys_cloud.message.user_response_time_max (count)	The maximum time spent waiting for an end user response over Message Shown as millisecond
genesys_cloud.message.user_response_time_min (count)	The minimum time spent waiting for an end user response over Message Shown as millisecond
genesys_cloud.message.wait_count (count)	Count of interactions over Message waiting in the queue before being answered, abandoned, or flowing out of the queue
genesys_cloud.message.wait_time_avg (count)	The average time spent waiting in queue before an interaction was answered, abandoned, or flowed out of queue over Message Shown as millisecond
genesys_cloud.message.wait_time_max (count)	The maximum time spent waiting in queue before an interaction was answered, abandoned, or flowed out of queue over Message Shown as millisecond
genesys_cloud.message.wait_time_min (count)	The minimum time spent waiting in queue before an interaction was answered, abandoned, or flowed out of queue over Message Shown as millisecond
genesys_cloud.voice.abandoned_conversation_count (count)	Count of abandoned conversations over voice
genesys_cloud.voice.abandoned_conversation_time_avg (count)	The average abandoned conversation time over voice Shown as millisecond
genesys_cloud.voice.abandoned_conversation_time_max (count)	The maximum abandoned conversation time over voice Shown as millisecond
genesys_cloud.voice.abandoned_conversation_time_min (count)	The minimum abandoned conversation time over voice Shown as millisecond
genesys_cloud.voice.abandoned_outbound_conversations_count (count)	Count of outbound abandoned conversations over voice
genesys_cloud.voice.acw_count (count)	Count of conversations over Voice where time was spent on after call work
genesys_cloud.voice.acw_time_avg (count)	The average time spent over Voice after call work Shown as millisecond
genesys_cloud.voice.acw_time_max (count)	The maximum time spent over Voice after call work Shown as millisecond
genesys_cloud.voice.acw_time_min (count)	The minimum time spent over Voice after call work Shown as millisecond
genesys_cloud.voice.alert_count (count)	Count of conversations over Voice where an agent was alerted
genesys_cloud.voice.alert_time_avg (count)	The average time an agent was being alerted over Voice Shown as millisecond
genesys_cloud.voice.alert_time_max (count)	The maximum time an agent was being alerted over Voice Shown as millisecond
genesys_cloud.voice.alert_time_min (count)	The minimum time an agent was being alerted over Voice Shown as millisecond
genesys_cloud.voice.answered_count (count)	Count of interactions over Voice waiting to be connected to an agent
genesys_cloud.voice.answered_time_avg (count)	The average time an interaction waits to be connected to an agent over Voice Shown as millisecond
genesys_cloud.voice.answered_time_max (count)	The maximum time an interaction waits to be connected to an agent over Voice Shown as millisecond
genesys_cloud.voice.answered_time_min (count)	The minimum time an interaction waits to be connected to an agent over Voice Shown as millisecond
genesys_cloud.voice.attempted_outbound_conversations_count (count)	Count of outbound attempted conversations over Voice
genesys_cloud.voice.barged_conversations_count (count)	Count of conversations over Voice where a supervisor spent time barging in on another agent
genesys_cloud.voice.barged_conversations_time_avg (count)	The average time a supervisor spent over Voice barging in on another agent Shown as millisecond
genesys_cloud.voice.barged_conversations_time_max (count)	The maximum time a supervisor spent over Voice barging in on another agent Shown as millisecond
genesys_cloud.voice.barged_conversations_time_min (count)	The minimum time a supervisor spent over Voice barging in on another agent Shown as millisecond
genesys_cloud.voice.blind_transferred_count (count)	Count of blind transferred conversations over Voice
genesys_cloud.voice.bot_interactions_count (count)	Count of bot interaction conversations over Voice
genesys_cloud.voice.coached_conversations_count (count)	Count of conversations over Voice where a supervisor spent time coaching another agent
genesys_cloud.voice.coached_conversations_time_avg (count)	The average time a supervisor spent over Voice coaching another agent Shown as millisecond
genesys_cloud.voice.coached_conversations_time_max (count)	The maximum time a supervisor spent over Voice coaching another agent Shown as millisecond
genesys_cloud.voice.coached_conversations_time_min (count)	The minimum time a supervisor spent over Voice coaching another agent Shown as millisecond
genesys_cloud.voice.connected_conversations_count (count)	Count of connected conversations over Voice
genesys_cloud.voice.connected_outbound_conversations_count (count)	Count of outbound connected conversations over Voice
genesys_cloud.voice.connected_time_avg (count)	The average time a customer session was connected over Voice Shown as millisecond
genesys_cloud.voice.connected_time_max (count)	The maximum time a customer session was connected over Voice Shown as millisecond
genesys_cloud.voice.connected_time_min (count)	The minimum time a customer session was connected over Voice Shown as millisecond
genesys_cloud.voice.consult_transferred_conversations_count (count)	Count of total conversations that were transferred as part of a consult over Voice
genesys_cloud.voice.consulted_conversations_count (count)	Count of total conversations where an agent consulted another agent over Voice
genesys_cloud.voice.contacting_count (count)	Count of conversations over Voice where a connection is established with your station on an outbound call
genesys_cloud.voice.contacting_time_avg (count)	The average time that it takes to establish a connection with your station on an outbound call over Voice Shown as millisecond
genesys_cloud.voice.contacting_time_max (count)	The maximum time that it takes to establish a connection with your station on an outbound call over Voice Shown as millisecond
genesys_cloud.voice.contacting_time_min (count)	The minimum time that it takes to establish a connection with your station on an outbound call over Voice Shown as millisecond
genesys_cloud.voice.dialing_count (count)	Count of conversations over Voice where an agent spent time dialing
genesys_cloud.voice.dialing_time_avg (count)	The average time an agent spent dialing over Voice Shown as millisecond
genesys_cloud.voice.dialing_time_max (count)	The maximum time an agent spent dialing over Voice Shown as millisecond
genesys_cloud.voice.dialing_time_min (count)	The minimum time an agent spent dialing over Voice Shown as millisecond
genesys_cloud.voice.errored_conversations_count (count)	Count of total errored conversations over Voice
genesys_cloud.voice.flow_out_count (count)	Count of conversations over Voice where an interaction was transferred out of a queue (and not answered by an agent)
genesys_cloud.voice.flow_out_time_avg (count)	The average time before an interaction was transferred out of a queue (and not answered by an agent) over Voice Shown as millisecond
genesys_cloud.voice.flow_out_time_max (count)	The maximum time before an interaction was transferred out of a queue (and not answered by an agent) over Voice Shown as millisecond
genesys_cloud.voice.flow_out_time_min (count)	The minimum time before an interaction was transferred out of a queue (and not answered by an agent) over Voice Shown as millisecond
genesys_cloud.voice.handle_count (count)	Count of conversations over Voice where an agent spent time on an interaction, including time spent contacting, dialing, talking, holding, and performing after call work
genesys_cloud.voice.handle_time_avg (count)	The average time an agent spends on an interaction over Voice, includes time spent contacting, time spent dialing, talk time, hold time, and after call work Shown as millisecond
genesys_cloud.voice.handle_time_max (count)	The maximum time an agent spends on an interaction over Voice, includes time spent contacting, time spent dialing, talk time, hold time, and after call work Shown as millisecond
genesys_cloud.voice.handle_time_min (count)	The minimum time an agent spends on an interaction over Voice, includes time spent contacting, time spent dialing, talk time, hold time, and after call work Shown as millisecond
genesys_cloud.voice.held_complete_count (count)	Count of conversations over Voice that were on hold
genesys_cloud.voice.held_complete_time_avg (count)	The average hold time for an interaction over Voice Shown as millisecond
genesys_cloud.voice.held_complete_time_max (count)	The maximum hold time for an interaction over Voice Shown as millisecond
genesys_cloud.voice.held_complete_time_min (count)	The minimum hold time for an interaction over Voice Shown as millisecond
genesys_cloud.voice.ivr_count (count)	Count of conversations over Voice where time was spent in IVR
genesys_cloud.voice.ivr_time_avg (count)	The average time spent in IVR over Voice Shown as millisecond
genesys_cloud.voice.ivr_time_max (count)	The maximum time spent in IVR over Voice Shown as millisecond
genesys_cloud.voice.ivr_time_min (count)	The minimum time spent in IVR over Voice Shown as millisecond
genesys_cloud.voice.monitoring_complete_count (count)	Count of conversations over Voice where time was spent monitoring an interaction
genesys_cloud.voice.monitoring_complete_time_avg (count)	The average time spent monitoring an interaction over Voice Shown as millisecond
genesys_cloud.voice.monitoring_complete_time_max (count)	The maximum time spent monitoring an interaction over Voice Shown as millisecond
genesys_cloud.voice.monitoring_complete_time_min (count)	The minimum time spent monitoring an interaction over Voice Shown as millisecond
genesys_cloud.voice.not_responding_count (count)	Count of conversations over Voice where an agent was alerted but did not respond to a queue conversation
genesys_cloud.voice.not_responding_time_avg (count)	The average time an agent was being alerted without responding to a queue conversation over Voice Shown as millisecond
genesys_cloud.voice.not_responding_time_max (count)	The maximum time an agent was being alerted without responding to a queue conversation over Voice Shown as millisecond
genesys_cloud.voice.not_responding_time_min (count)	The minimum time an agent was being alerted without responding to a queue conversation over Voice Shown as millisecond
genesys_cloud.voice.offered_conversations_count (count)	Count of total conversations over Voice offered to a queue by an Automatic Call Distributor (ACD)
genesys_cloud.voice.outbound_conversations_count (count)	Count of outbound conversations over Voice
genesys_cloud.voice.over_sla_count (count)	Count of over SLA over Voice
genesys_cloud.voice.short_abandoned_conversations_count (count)	Count of short abandoned conversations over Voice
genesys_cloud.voice.short_abandoned_conversations_time_avg (count)	The average time under the short abandon threshold over Voice Shown as millisecond
genesys_cloud.voice.short_abandoned_conversations_time_max (count)	The maximum time under the short abandon threshold over Voice Shown as millisecond
genesys_cloud.voice.short_abandoned_conversations_time_min (count)	The minimum time under the short abandon threshold over Voice Shown as millisecond
genesys_cloud.voice.state_transition_errors_count (count)	Count of state transition errors over Voice
genesys_cloud.voice.talk_complete_count (count)	Count of conversations over Voice where the agent talked/interacted
genesys_cloud.voice.talk_complete_time_avg (count)	Average time an agent spent talking/interacting over Voice Shown as millisecond
genesys_cloud.voice.talk_complete_time_max (count)	The maximum time an agent spent talking/interacting over Voice Shown as millisecond
genesys_cloud.voice.talk_complete_time_min (count)	Minimum time an agent spent talking/interacting over Voice Shown as millisecond
genesys_cloud.voice.total_conversations (count)	Count of total voice conversations
genesys_cloud.voice.total_transferred_count (count)	Count of total transferred conversations over Voice
genesys_cloud.voice.voicemail_count (count)	Count of voicemails
genesys_cloud.voice.voicemail_time_avg (count)	The average time spent in voicemail Shown as millisecond
genesys_cloud.voice.voicemail_time_max (count)	The maximum time spent in voicemail Shown as millisecond
genesys_cloud.voice.voicemail_time_min (count)	The minimum time spent in voicemail Shown as millisecond
genesys_cloud.voice.wait_count (count)	Count of interactions over Voice waiting in the queue before being answered, abandoned, or flowing out of the queue
genesys_cloud.voice.wait_time_avg (count)	The average time spent waiting in queue before an interaction was answered, abandoned, or flowed out of queue over Voice Shown as millisecond
genesys_cloud.voice.wait_time_max (count)	The maximum time spent waiting in queue before an interaction was answered, abandoned, or flowed out of queue over Voice Shown as millisecond
genesys_cloud.voice.wait_time_min (count)	The minimum time spent waiting in queue before an interaction was answered, abandoned, or flowed out of queue over Voice Shown as millisecond

Events

The Genesys integration does not include any events.

Troubleshooting

Need help? Contact Datadog support.