Genesys Cloud - Main

Good day, I am fairly new at Genesys cloud, and I want to know how you can see in the interactions view if an agent spoke to a customer without having to go into the timeline for each interaction.

I have tried talk time, but this include the time the outbound agent waited for a customer to answer and there may a be talk time duration indicated but we have found interactions where no customer was reached when you look at the timeline.

It is slightly easier for inbound, but I was just wondering if there is a column that I am missing. 

I have also looked at

• Disconnect Type

• Callback – Time to First Connect

• Customer Disconnect / Customer Short Disconnect

but none of these columns is giving me consistent information

What am I missing?

#WEM-Quality,WFM,Gamification,etc

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Melinda van den Heever
NA
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Good Day Melinda

Have you tried looking at the Total talk and Talk segment columns perhaps on interactions workspace.  Not sure if this will perhaps provide you with the required information.

Regards

Stephan

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Stephan Taljaard
NA
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Hi, yes I have tried total talk, but in our outbound calls that includes the time an agent waits for the customer to answer.  If the customer does not answer there is still a total talk time and the longer it stays open on the agent desk top, the longer the total talk time is although the agent may not have spoken to anyone.

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Melinda van den Heever
NA
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Original Message:
Sent: 12-03-2025 08:26
From: Stephan Taljaard
Subject: What column can be added to interaction view to see if agent spoke to customer?

Good Day Melinda

Have you tried looking at the Total talk and Talk segment columns perhaps on interactions workspace.  Not sure if this will perhaps provide you with the required information.

Regards

Stephan

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Stephan Taljaard
NA
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Hi Melinda

Noted.  If you perhaps filter on only answered calls by removing the check mark on No.

Will this perhaps provide you with the required information?

Regards

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Stephan Taljaard
NA
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Original Message:
Sent: 12-03-2025 08:32
From: Melinda van den Heever
Subject: What column can be added to interaction view to see if agent spoke to customer?

Hi, yes I have tried total talk, but in our outbound calls that includes the time an agent waits for the customer to answer.  If the customer does not answer there is still a total talk time and the longer it stays open on the agent desk top, the longer the total talk time is although the agent may not have spoken to anyone.

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Melinda van den Heever
NA
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Original Message:
Sent: 12-03-2025 08:26
From: Stephan Taljaard
Subject: What column can be added to interaction view to see if agent spoke to customer?

Good Day Melinda

Have you tried looking at the Total talk and Talk segment columns perhaps on interactions workspace.  Not sure if this will perhaps provide you with the required information.

Regards

Stephan

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Stephan Taljaard
NA

Hello Melinda, 

I don't believe this is currently a view we have. The closest thing would be Content Search but this shows the agent talk % but not per interaction. This is a great feature request though. I would submit this idea to our ideas labs! 

There are a couple views that might get you closer. For outbound I would look at "Agent Connected Time" and for inbound I think its "Connected Time", "Interaction Duration" and "Customer Participant Joint Time". 

Again though we don't currently have a view for what you are looking for and the best option would be to submit and idea for a feature enhancement. In the meantime The above are some of the closest thing views we have.

Cheers, 

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Cameron
Online Community Manager/Moderator
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I have logged  DARAR-I-2660 on the ideas portal.

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Melinda van den Heever
NA
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Original Message:
Sent: 12-03-2025 08:45
From: Cameron Tomlin
Subject: What column can be added to interaction view to see if agent spoke to customer?

Hello Melinda, 

I don't believe this is currently a view we have. The closest thing would be Content Search but this shows the agent talk % but not per interaction. This is a great feature request though. I would submit this idea to our ideas labs! 

There are a couple views that might get you closer. For outbound I would look at "Agent Connected Time" and for inbound I think its "Connected Time", "Interaction Duration" and "Customer Participant Joint Time". 

Again though we don't currently have a view for what you are looking for and the best option would be to submit and idea for a feature enhancement. In the meantime The above are some of the closest thing views we have.

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator
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