Genesys DX (formerly Bold360)

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  • 1.  Interaction and Bot Report

    Posted 05-14-2024 22:02


    I have Digital Messaging Bot build along with a chat queue to request agents and communicate with the agents. I am having issues with the metrics that is provided using the interaction report.

    In digital message bot if the end user request the messaging bot again within 72 hours the same conversation is restarted this does not provide correct metrics. For example, if the end user clicks on the widget and chats with the bot and ends the chat, but later user comes back again and start the chat it will continue the same chat with the same conversation id instead of generating a new conversation id.

    Is there a metric or a report in genesys dx that will provide me the count each time end users requests a chat similar to how it was in Bold 360. Or if its possible to start a new chat each time end user is requesting.

    Thank You.

    Abdulquadir Shaikh

  • 2.  RE: Interaction and Bot Report

    Posted 05-15-2024 03:42

    Hi Abulquadir,

    This community is for the DX platform which is now end of life and support.

    You're best posting your question in the Genesys Cloud community. You can join it here.





    Amanda Halpin
    Condodo Group

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