3.2.3 My Interactions
Click here to see this page in full context
  1. Home >
  2. 3 Agent Desktop >
  3. 3.2 Performance >
  4. 3.2.3 My Interactions

State of Wisconsin
Department of Health Services

 Genesys Cloud CX

Release 25-01
April 9, 2024

3.2.3 My Interactions

The My Interactions view displays several metrics. Click the plus button on the right side of the view to add or remove metrics.   

Metric Description
Users The internal users alerted or involved. 

Remote

 Information about the external participants. 
Note PII is masked in this view.
Date The date the interaction started. 
Conversation Duration

The length of the interaction. 

Calculated: (Conversation End – Conversation Start)
Direction Whether the interaction was inbound, outbound, or inbound/outbound.
Queue The associated queues. 
Wrap-up The wrap-up code selected by the agent. 

This page last updated in Release Number: 24-01
Release Date:12/18/2024
Effective Date: 12/18//2024

Notice: The content within this manual is the sole responsibility of the State of Wisconsin's Department of Health Services (DHS). This site will link to sites outside of DHS where appropriate. DHS is in no way responsible for the content of sites outside of DHS.

Publication Number: P-03208