Genesys Cloud - Main

 View Only

Sign Up

Back to discussions
Expand all | Collapse all

Announcement: New digital metrics columns in Interactions Views in the analytics UI

  Thread closed by the administrator, not accepting new replies.

  • 1.  Announcement: New digital metrics columns in Interactions Views in the analytics UI

    Posted 02-27-2025 15:42
    Edited by Atsushi Hirano 02-28-2025 14:41
    No replies, thread closed.

    We are planning to introduce new digital metrics columns in Interactions Views in the analytics UI

    • Interactions View

    • My Interactions View

    • Queue Interactions View

    • Agent Interactions View

    • Campaign Interactions View

    we're adding five new columns. 

    • Inbound Messages

    • Outbound Messages

    • Inbound SMS/MMS Segments

    • Outbound SMS/MMS Segments

    • Agentless Emails

    Be default, the new columns are not visible.


    #DigitalChannels
    #Reporting/Analytics

    ------------------------------
    Atsushi Hirano
    Sr. Product Manager, Digital
    Genesys - Employees
    ------------------------------



  • 2.  RE: Announcement: New digital metrics columns in Interactions Views in the analytics UI

    Posted 02-28-2025 11:18
    No replies, thread closed.

    Thank you, Will this be released by regions? 



    ------------------------------
    Robert Gacula, Manager, Workforce Management Team
    American Specialty Health
    RobertG@ASHN.com CA, San Diego.
    ------------------------------

    Original Message


  • 3.  RE: Announcement: New digital metrics columns in Interactions Views in the analytics UI

    Posted 03-03-2025 17:15
    No replies, thread closed.

    Rober, yes, this will be released by regions. In fact, all regions. Assuming you're interested in U.S. West region, Wednesday morning is the time we release new features. 



    ------------------------------
    Atsushi Hirano
    Sr. Product Manager, Digital
    Genesys - Employees
    ------------------------------

    Original Message


  • 4.  RE: Announcement: New digital metrics columns in Interactions Views in the analytics UI

    Posted 03-04-2025 11:47
    No replies, thread closed.

    @Atsushi Kokubo Thank you for confirming. 



    ------------------------------
    Robert Gacula, Manager, Workforce Management Team
    American Specialty Health
    RobertG@ASHN.com CA, San Diego.
    ------------------------------

    Original Message


  • 5.  RE: Announcement: New digital metrics columns in Interactions Views in the analytics UI

    Posted 03-05-2025 14:50
    No replies, thread closed.

    Robert, I suppose you meant to tag me - Atsushi Hirano, right? 😉 



    ------------------------------
    Atsushi Hirano
    Sr. Product Manager, Digital
    Genesys - Employees
    ------------------------------

    Original Message


  • 6.  RE: Announcement: New digital metrics columns in Interactions Views in the analytics UI

    Posted 03-05-2025 15:37
    No replies, thread closed.

    Yes, Thank you, 



    ------------------------------
    Robert Gacula, Manager, Workforce Management Team
    American Specialty Health
    RobertG@ASHN.com CA, San Diego.
    ------------------------------

    Original Message


  • 7.  RE: Announcement: New digital metrics columns in Interactions Views in the analytics UI

    Posted 03-05-2025 14:56
    No replies, thread closed.

    Remark:
    Supported Message Types: supported social direct messages, SMS, Open Message, and Web Messaging.



    ------------------------------
    Atsushi Hirano
    Sr. Product Manager, Digital
    Genesys - Employees
    ------------------------------

    Original Message


  • 8.  RE: Announcement: New digital metrics columns in Interactions Views in the analytics UI

    Posted 03-06-2025 03:33
    No replies, thread closed.

    Hi, @Atsushi Hirano! Thanks for sharing - amazing news!

    A few questions to this announcement:

    Do I understand correctly that number of messages will reflect how many back and forth messages were send between customer and agent in each "thread"? 

    Will it reflect the same for Open Messaging?

    Will it count messages sent by customer while queueing?
    If we use open messaging for sms (need this because of integration to an internal sms system) - will the sms metric show the count of sms instances in the message sent to customer? 



    ------------------------------
    Ekaterina (Kate) Kononova
    Product Development | Data, Analytics & Quality Management
    Sweden
    ------------------------------

    Original Message


  • 9.  RE: Announcement: New digital metrics columns in Interactions Views in the analytics UI
    Best Answer

    Posted 03-07-2025 13:32
    No replies, thread closed.

    Ekaterina, Yes the count is per conversation, and the conversation lasts from the very beginning of when Genesys Cloud is involved, so that could be an agent sending a message or a message going into a flow or a queue. Then as messages go back and forth, that all counts as one conversation.

    As for the open message part of your question, you'd only see open message count instead of SMS count even though they're actually SMS internally for your case.



    ------------------------------
    Atsushi Hirano
    Sr. Product Manager, Digital
    Genesys - Employees
    ------------------------------

    Original Message


  • 10.  RE: Announcement: New digital metrics columns in Interactions Views in the analytics UI

    Posted 03-11-2025 06:55
    No replies, thread closed.

    thanks a lot! all is clear =) 

    now the most important question: will it be going BETA first and when should we expect this release?



    ------------------------------
    Ekaterina (Kate) Kononova
    Product Development | Data, Analytics & Quality Management
    Sweden
    ------------------------------

    Original Message


  • 11.  RE: Announcement: New digital metrics columns in Interactions Views in the analytics UI

    Posted 03-12-2025 17:56
    No replies, thread closed.

    Ekaterina, it's indeed an important question. That said we are not planning to do Beta. Please stay tuned and thank you for your patience in advance. 



    ------------------------------
    Atsushi Hirano
    Sr. Product Manager, Digital
    Genesys - Employees
    ------------------------------

    Original Message


  • 12.  RE: Announcement: New digital metrics columns in Interactions Views in the analytics UI

    Posted 03-20-2025 10:57
    No replies, thread closed.

    hi @Atsushi Hirano! 

    follow up question:

    Will each line here be count as a message (every time customer or agent press send/enter)?



    ------------------------------
    Ekaterina (Kate) Kononova
    Product Development | Data, Analytics & Quality Management
    Sweden
    ------------------------------

    Original Message


  • 13.  RE: Announcement: New digital metrics columns in Interactions Views in the analytics UI

    Posted 03-20-2025 17:10
    No replies, thread closed.

    Ekaterina, correct. Each line... well, more precisely a message between customer and agent are counted as one (1) message for social messaging. In addition, I want to remind you that SMS maybe slightly counted differently. SMS is counted by "segment" hence we will start displaying it. 

    For example, if any SMS message is very "long" phone carrier would slip it into multiple SMS segments.

    A single SMS segment typically contains 160 characters when using the GSM-7 encoding. However, if the message contains characters outside the GSM-7character set (such as emojis or non-Latin scripts like Chinese, Arabic, or Cyrillic), it will use Unicode (UCS-2) encoding, reducing the segment size to 70 characters per segment.



    ------------------------------
    Atsushi Hirano
    Sr. Product Manager, Digital
    Genesys - Employees
    ------------------------------

    Original Message


  • 14.  RE: Announcement: New digital metrics columns in Interactions Views in the analytics UI

    Posted 03-11-2025 03:09
    No replies, thread closed.

    Hi Atsushi,

    I think these new columns are great, especially on the API end, where we need to know how many messages are sent out in digital interactions.  When can we anticipate this to be available in GA?



    ------------------------------
    Orhun Sahin
    Software Development Engineer
    ------------------------------

    Original Message


  • 15.  RE: Announcement: New digital metrics columns in Interactions Views in the analytics UI

    Posted 03-12-2025 17:59
    No replies, thread closed.

    Orhun, the metrics are available as part of the conversation details available via these conversations/details endpoints:

    One would see something like this:

    {

                "conversationEnd": "2025-02-25T22:39:29.175Z",

                "conversationId": "0a75eb7e-54c3-4218-85c6-a0b82a44e3bd",

                "conversationStart": "2025-02-25T22:25:18.137Z",

                "originatingDirection": "inbound",

                "participants": [

                    {

                       "participantId": "5a636546-c0f0-4e94-887e-f23cf2975495",

                        "purpose": "customer",

                        "sessions": [

                            {

                                "direction": "inbound",

                                "mediaType": "message",

                                "messageType": "sms",

                                "provider": "PureCloud Messaging",

                                "metrics": [

                                    {

                                        "emitDate": "2025-02-25T22:39:26.556Z",

                                        "name": "oMessageCount",

                                        "value": 1

                                    },

                                    {

                                        "emitDate": "2025-02-25T22:39:26.556Z",

                                        "name": "oMessageSegmentCount",

                                        "value": 1

                                    }, ….

                               ],

                                "segments": [

                                    { ….

                                    }

                                ]

                            }

                        ]

                    }, ….



    ------------------------------
    Atsushi Hirano
    Sr. Product Manager, Digital
    Genesys - Employees
    ------------------------------

    Original Message


  • 16.  RE: Announcement: New digital metrics columns in Interactions Views in the analytics UI

    Posted 03-17-2025 17:55
    No replies, thread closed.

    Hi @Atsushi Hirano,

    Thanks for explaining the API endpoint.  Sorry for my misleading comment; I was actually asking for the GA date for the UI part while I'm trying to point out how those metrics are valuable on the API.  Do you have a schedule for adding the columns listed below to the UI that will be accessible in GA?

    • Inbound Messages

    • Outbound Messages

    • Inbound SMS/MMS Segments

    • Outbound SMS/MMS Segments

    • Agentless Emails



    ------------------------------
    Orhun Sahin
    Software Development Engineer
    ------------------------------

    Original Message


  • 17.  RE: Announcement: New digital metrics columns in Interactions Views in the analytics UI

    Posted 03-20-2025 17:20
    No replies, thread closed.

    Orhun and all, unfortunately, we need to postpone the General Availability (GA) release to mid-April, despite our initial indication of a March 2025 launch.

    The primary reason for this delay is our decision to incorporate web messaging and open message, which were not originally included in this feature due to their lack of associated fees. However, they are included in this feature.

    We appreciate your understanding and patience as we work to enhance the feature.



    ------------------------------
    Atsushi Hirano
    Sr. Product Manager, Digital
    Genesys - Employees
    ------------------------------

    Original Message


  • 18.  RE: Announcement: New digital metrics columns in Interactions Views in the analytics UI

    Posted 03-20-2025 18:36
    No replies, thread closed.

    Hi @Atsushi Hirano,

    Thank you very much for your clarification. While it's a bit disappointing that the General Availability release is postponed to mid-April, I fully understand and support your decision to include web messaging and open messaging in this development.

    From our perspective, the inclusion of the "open messaging" conversation type is especially needed as we use "open messaging" as a proxy for SMS delivery via Twilio for some of our clients. These new metrics will be incredibly valuable for us.

    We are eagerly awaiting the feature! I wish you all the best in delivering this work.

    Thanks,



    ------------------------------
    Orhun Sahin
    Software Development Engineer
    ------------------------------

    Original Message


  • 19.  RE: Announcement: New digital metrics columns in Interactions Views in the analytics UI

    Posted 04-14-2025 04:40
    No replies, thread closed.

    Hi, @Atsushi Hirano! We have received new release notes - one of the releases says this will be launched during this week. Hoever it only mentions SMS and social media. Is it correct or Open Message is actually already in scope? :) 



    ------------------------------
    Ekaterina (Kate) Kononova
    Product Development | Data, Analytics & Quality Management
    Sweden
    ------------------------------

    Original Message


  • 20.  RE: Announcement: New digital metrics columns in Interactions Views in the analytics UI

    Posted 04-15-2025 19:11
    No replies, thread closed.

    Hi, I'm wondering this too as we actively using the open messaging :)



    ------------------------------
    Orhun Sahin
    Software Development Engineer
    ------------------------------

    Original Message


  • 21.  RE: Announcement: New digital metrics columns in Interactions Views in the analytics UI

    Posted 04-16-2025 08:52
    Edited by Ekaterina Kononova 04-17-2025 05:14
    No replies, thread closed.

    hi @Atsushi Hirano! 

    It actualy works for Open Messaging, but not how we expected:
    all sent messages including bot response, customer and user replies are counted in the metric "Inbound Messages", while "Outbound Messages" shows 0 always.

    even these messages are count like two separate messages:

    3:23:55 PM
    3:23:57 PM



    ------------------------------
    Ekaterina (Kate) Kononova
    Product Development | Data, Analytics & Quality Management
    Sweden
    ------------------------------

    Original Message


  • 22.  RE: Announcement: New digital metrics columns in Interactions Views in the analytics UI

    Posted 04-18-2025 16:47
    Edited by Atsushi Hirano 04-24-2025 18:12
    No replies, thread closed.

    Ekaterina, we decided to include both open message and web messaging into this feature. 

    In Genesys Cloud, the direction of a messaging session is functioning as designed - determined at the session level rather than by individual message direction - with ACD sessions consistently classified as inbound.
    ------------------------------
    Atsushi Hirano
    Sr. Product Manager, Digital
    Genesys - Employees
    ------------------------------

    Original Message


  • 23.  RE: Announcement: New digital metrics columns in Interactions Views in the analytics UI

    Posted 05-06-2025 03:45
    No replies, thread closed.

    Hi @Atsushi Kokubo! 

    Just a follow up question - what kind of insights do you expect businesses to get from the number of messages in a conversation if they are all counted as inbound for an ACD interaction? 



    ------------------------------
    Ekaterina (Kate) Kononova
    Product Development | Data, Analytics & Quality Management
    Sweden
    ------------------------------

    Original Message


  • 24.  RE: Announcement: New digital metrics columns in Interactions Views in the analytics UI

    Posted 05-07-2025 15:24
    No replies, thread closed.

    Ekaterina, 

    Thank you for raising this insightful question. Historically, all ACD-initiated interactions have been treated as inbound, which is why Genesys Cloud metrics are currently structured this way. That said, I completely understand how, in your specific use case, it could be valuable to differentiate between inbound and outbound bot interactions.

    Your feedback is appreciated, and I encourage you to submit this as an idea in the Genesys Idea Portal. This allows others to vote and share their perspectives, helping us better understand the broader need. We actively review these suggestions, and insights like yours play an important role in shaping future enhancements.



    ------------------------------
    Atsushi Hirano
    Sr. Product Manager, Digital
    Genesys - Employees
    ------------------------------

    Original Message


  • 25.  RE: Announcement: New digital metrics columns in Interactions Views in the analytics UI

    Posted 05-12-2025 12:16
    Edited by Ekaterina Kononova 05-12-2025 12:17
    No replies, thread closed.

    Thank you! I think from the initial description the release didn't match our expectations. Anyways, we get what we get and for more useful metrics I will raise an idea :) 

    One last ask - can we expect the metric definitions to be added in the documentation and if they are self explanatory it would be even better?  please ignore this part - was lost navigating all the sections of Interactions view columns definitions.

    Thanks again!

    ------------------------------
    Ekaterina (Kate) Kononova
    Product Development | Data, Analytics & Quality Management
    Sweden
    ------------------------------

    Original Message


Related Content