--- title: Genesys description: Gain insights into Conversations Analytics Metrics and Audit logs breadcrumbs: Docs > Integrations > Genesys --- # Genesys Integration version1.0.0 Genesys AuditGenesys CallbackGenesys ChatGenesys Conversation OverviewGenesys EmailGenesys MessageGenesys Voice ## Overview{% #overview %} [Genesys](https://www.genesys.com/genesys-cloud) 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{% #setup %} ### Generate Client ID and Client Secret config parameters in Genesys{% #generate-client-id-and-client-secret-config-parameters-in-genesys %} 1. Login to your [Genesys account](https://apps.mypurecloud.com/) with **Admin** role. 1. [Add a new role](https://help.mypurecloud.com/articles/add-roles/) with the following permissions: 1. Analytics > Conversation Aggregate > View (Query for conversation aggregates) 1. Analytics > Conversation Detail > View (Query for conversation details) 1. Audits > Audit > View (View audits) 1. 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](https://help.mypurecloud.com/articles/assign-roles-divisions-licenses-and-add-ons/#citem_3b80-08e1). 1. Navigate to **Admin > Integrations > OAuth** section. 1. Click **Add Client**. 1. Enter an appropriate name. 1. Select **Client Credentials** as the Grant Type. 1. Click the **Roles** tab and assign the role created in step 2. 1. Click **Save**. 1. Copy the Client ID and Client Secret from the **Client Details** Tab. ### Connect your Genesys Account to Datadog{% #connect-your-genesys-account-to-datadog %} 1. 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. | 1. Choose the region of your Genesys account | Parameters | Description | | ---------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Region | Select the region in which your Genesys organization exists. Refer to [this documentation](https://developer.genesys.cloud/platform/api/) to identify your region based on web-app URL.Example: App URL: [https://apps.usw2.pure.cloud](https://apps.usw2.pure.cloud) -> Region: US West (Oregon) | 1. 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. | 1. Click the **Save** button to save your settings. ## Data Collected{% #data-collected %} ### Logs{% #logs %} The Genesys integration collects and forwards audit logs to Datadog. ### Metrics{% #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{% #events %} The Genesys integration does not include any events. ## Troubleshooting{% #troubleshooting %} Need help? Contact [Datadog support](https://docs.datadoghq.com/help/).