Genesys Cloud - Main

Hi Folks,

Can someone explain me the difference between Direction and Initial Direction in Agent Performance Filter Option?

What are included/ excluded from Direction and Initial Direction ?

Thanks in Advance.

#Reporting/Analytics

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Datta Rajdeep
AXA Group Operations SAS
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Initial direction would be the direction of the first session that initiated the conversation (like a customers call to an IVR, or an agents outbound call starting a conversation).

The other direction value could reference any other session that occurred later on (or initially) in the same conversation where perhaps an inbound message elevated to an outbound call.

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Aaron Lael
State of Utah - comments on this forum reflect my own personal opinions\observations and are separate from any entity I am otherwise involved in.
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Adding to Aarons reply, there is also a FAQ on the resource center explaining this: 
What scenarios cause an interaction to have an inbound/outbound direction in reports and views?

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Samuel Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 03-04-2024 12:38
From: Aaron Lael
Subject: Difference between Direction and Initial Direction

Initial direction would be the direction of the first session that initiated the conversation (like a customers call to an IVR, or an agents outbound call starting a conversation).

The other direction value could reference any other session that occurred later on (or initially) in the same conversation where perhaps an inbound message elevated to an outbound call.

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Aaron Lael
State of Utah - comments on this forum reflect my own personal opinions\observations and are separate from any entity I am otherwise involved in.
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