List of events and attributes in Journey Management

Gestión de filtros de atributos de eventos

Puede incluir o excluir atributos, de modo que Genesys Cloud cuente sólo los eventos con sus atributos específicos en su recorrido.

¿Qué es un atributo de evento?

An event attribute is the metadata related to an event. This data describes the nature of the event, and gives further context. You can use event attributes to filter events in a journey visualization. Dimensions in Genesys Cloud are called attributes in Journey Management.

Nota: Puede utilizar filtros de atributos numéricos y de intervalo de tiempo para comprender la eficacia de un evento determinado. También puede incluir valores vacíos.
  • Para filtros numéricos:
    • Especifique una condición . Las opciones disponibles son: Mayor que, Está entre, Es igual a.
    • Introduzca un valor numérico, o en el caso de la condición Is between, un rango numérico.
  • Para filtros de tiempo:
    • Especifique una condición . Las opciones disponibles son: Mayor que, Está entre, Es igual a.
    • Establezca la hora deseada en formato día/hora/minuto/secundario.

Esta tabla resume los eventos disponibles. Para obtener más información sobre las explicaciones, consulte Analytics Detail Events en el Centro de desarrollo.

Evento Descripción Available attributes

Customer Start

 Indicates the customer’s entry into the conversation.
  • direction
  • mediaType
  • messageType
Buzón de voz Inicio Indicates the start of a voicemail interaction.
  • direction
  • mediaType
  • queueID
  • ID de usuario
Flow Start Indicates the start of an IVR or flow interaction.
  • direction
  • flowID
  • flowType
  • mediaType
  • messageType
Flow End Marks the end of a flow interaction, often preceding ACD routing.
  • connectedDurationMs
  • direction
  • disconnectType
  • exitReason
  • flowID
  • flowType
  • mediaType
  • messageType
  • transferType
Bot Inicio Indicates the initiation of a bot session when a customer begins interacting with a bot.​
  • botID
  • channels
  • languageCode
  • messageType
  • product
  • vendor
Bot Giro Represents each exchange or turn in the conversation between the customer and the bot or virtual agent.​
  • botID
  • channels
  • confidence
  • intermediateIntent.intent
  • knowledgeBaseID
  • knowledgeSearch.answer.DocumentID
  • languageCode
  • messageType
  • product
  • vendor
Bot End Marks the conclusion of a bot or virtual agent session, which can occur due to successful task completion, escalation to a human agent, or customer disengagement.​
  • botID
  • botRecognitionFailureReason
  • botSessionOutcome
  • channels
  • duraciónMs
  • knowledgeBaseID
  • languageCode
  • messageType
  • product
  • queryCount
  • selfServedQueryCount
  • terminatingIntent.intent
  • turnCount
  • vendor
Inicio ACD Indicates the beginning of ACD (Automatic Call Distribution) processing.
  • direction
  • mediaType
  • messageType
  • queueID
Fin del ACD Denotes the end of ACD processing, typically when a call is routed to an agent.
  • acdOutcome
  • connectedDurationMs
  • direction
  • disconnectType
  • mediaType
  • messageType
  • queueID
  • requestedLanguageID
  • routingPriority
  • usedRouting
Agente Inicio Indicates that an agent has been assigned to the interaction.
  • direction
  • mediaType
  • messageType
  • queueID
  • usedID
Agente Fin Marks the end of the agent’s participation in the interaction.
  • alertingDurationMs
  • contactingDurationMs
  • dialingDurationMs
  • direction
  • disconnectType
  • heldDurationMs
  • InteractingDurationMs
  • mediaType
  • messageType
  • queueId
  • userId
Trabajo después de la llamada Represents the ACW (after call work) phase, when agents complete post-interaction tasks.
  • direction
  • mediaType
  • messageType
  • queueId
  • userId
  • wrapupCode
  • wrapupDurationMs
Resumen This sets wrap-up codes automatically for those interactions where an agent is not involved.bs_well size=”md”]Note: This event often has no data; it is used by the automated dialer for agentless campaign. [/bs_well] 
  • direction
  • mediaType
  • messageType
  • queueId
  • wrapupCode
  • wrapupDurationMs
Fin del buzón de voz Marks the end of a voicemail interaction.
  • direction
  • mediaType
  • messageType
  • queueID
  • disconnectType
  • voicemailDurationMs
Customer End Indicates the customer’s exit from the conversation.
  • direction
  • disconnectType
  • interactingDurationMs
  • mediaType
  • messageType

The following table explains the attribute and the data that it filters:

Atributo Descripción
acdOutcome The result of the ACD interaction. For example, answered or abandoned.
alertingDurationMs Duration of the call rings before the customer’s answer (in milliseconds).
botID Virtual Agent name, either voice or digital. Represents all events generated by third-party bots or Genesys bots.
botRecognitionFailureReason Reason why the bot failed to recognize the user’s intent. For example, No Input Collection, No Match Confirmation.
  • MaxWrongMatch
    • The user provided invalid input too many times in a row, exceeding the maximum allowed attempts for that turn (For example, wrong intent or slot value).
    • Typically results in a fallback or escalation.
  • NoInputCollection
    • The bot expected the user to provide a value for a slot, but no input was received (For example, silence or empty input) during the collection phase.
  • NoInputConfirmation
    • The bot was trying to confirm a previously collected value (For example, “Did you say September 5th?”), but the user did not respond.
  • NoInputDisambiguation
    • The bot was asking the user to clarify between similar intents or values, but the user gave no input in response.
  • NoMatchCollection
    • The bot received input during slot collection, but it did not match any expected value, like predefined slot types or grammars.
  • NoMatchConfirmation
    • During the confirmation phase, the bot received input that did not match expected responses (For example, Did not understand, Yes, or No).
  • NoMatchDisambiguation
    • The user responded to a clarification question, but the input did not match any of the offered options.
  • Unknown
    • The system could not determine the reason for the failure.
    • Often due to internal error, incomplete data, or unexpected failure modes.
botResult The final result or status of the bot interaction.Disconnect-related resultsThese occur when the conversation ends abruptly or the session is terminated:
  • DisconnectError
    • The bot flow ended due to an unexpected error, such as a system failure, integration issue, or runtime fail.
  • DisconnectRecognitionFailure
    • The bot could not understand the user input, and the session ended as a result of repeated recognition failures.
  • DisconnectRequestedByBot
    • The bot intentionally disconnected the session, often using a Disconnect action in Architect (For example, “Goodbye”).
  • DisconnectRequestedByUser
    • The user terminated the session (For example, closed the chat or hung up the call).
  • DisconnectSessionExpired
    • The session timed out due to inactivity — no user input was received within a configured timeout period.
Exit-related resultsThese mean the bot session completed (exited) naturally — without disconnect or transfer:
  • ExitError
    • The bot exited due to an internal error, but not a full disconnect (For example, a failed data action or invalid flow path).
  • ExitRecognitionFailure
    • The bot exited the flow due to recognition issues, such as too many no-match or no-input events.
    • Often used for reporting failed attempts that did not lead to a transfer or disconnect.
  • ExitRequestedByBot
    • The bot intentionally ended the flow, usually after completing the user’s request (For example, “Your request is complete. Goodbye.”).
  • ExitRequestedByUser
    • The user requested to exit, either explicitly (“cancel”, “stop”) or by triggering logic that ends the session.
Transfer-related ResultsTransferToACD
  • The bot transferred the interaction to a live agent or queue.
  • This is a common outcome when bots are used for triage or when escalation is requested.
Other:Unknown
  • The bot or the virtual agent result could not be determined.
  • May indicate logging issues, unexpected session ends, or unclassified events.
botSessionOutcome

The overall outcome of the bot session, for example, completed, escalated to human agent.

COMPLETE

  • The bot session ended successfully.
  • The user’s request was fulfilled, and the conversation followed the intended path to completion.
ERROR
  • The session ended due to an unexpected error.
  • This could include internal failures such as a broken integration, a misconfigured flow, or runtime exceptions.
FAILED
  • The bot could not complete the session’s intended task, even though no system error occurred.
  • Typically caused by:
    • Repeated no-match/no-input events
    • Failure to collect required input
    • Unsuccessful confirmation or disambiguation
TIMEOUT
    • The user was inactive for too long, and the session automatically ended due to a session timeout.
    • Common in chat, voice, or messaging sessions where the user stops responding.
    UNKNOWN
    • The system could not determine the outcome of the session.
    • May be caused by:
      • Incomplete logs
      • Unexpected disconnects
      • Platform limitations
    channels Relating to the bot start event; the communication channel of the interaction. For example call, email, messaging.
    confidence A score between 0-1 indicating how confident the bot was in identifying the user’s intent. A low confidence score may trigger fallback logic like asking for clarification. A high confidence score confirms that the bot is more certain about the identified intent.
    connectedDurationMs How long the parties of the interaction were connected (in milliseconds). This can be system and participant (for bots or virtual agents) or participant and agent for agent-led interactions.
    contactingDurationMs Time spent trying to reach the customer (in milliseconds). Relevant for outbound campaigns.
    dialingDurationMs Time spent dialing before the call connected (in milliseconds). Relevant for outbound calls.
    direction Whether the interaction was incoming (inbound), outgoing (outbound) or unknown.
    disconnectType
    • CLIENT – The customer ended the interaction intentionally, such as hanging up a phone call or closing a chat window.
    • ENDPOINT – The customer’s device or endpoint (for example, browser or phone) disconnected due to a network issue, browser stopped responding, or app stop responding.
    • PEER – The other party (usually the agent or external participant) disconnected the session, which indirectly ended it for the customer.
    • SYSTEM – The Genesys Cloud system terminated the interaction, possibly due to a timeout, error, or misconfiguration.
    • TRANSFER – The interaction was transferred to another agent or queue, causing a disconnect from the original agent or segment.
    • CONFERENCE – The segment ended as part of a conference interaction, such as a consult transfer or three-way call.
    duraciónMs The total duration of the interaction or session, is measured in milliseconds.
    flowId The name of the flow in Architect. To note even when flow types are selected the flow names are still all flows available in Architect.
    flowType

    Architect flow types:

    • Flujo de llamadas entrantes
    • Flujo de llamadas salientes
    • Flujo de llamadas en cola
    • Inbound chat flow
    • Inbound Email Flow
    • Inbound Message Flow
    • Flujo de módulo común
    • Flujo de bots digitales
    • Voice bot FlowSecure Call Flow
    heldDurationMs

    Total hold time during the interaction (in milliseconds).
    interactingDurationMs

    Time the agent actively interacted with the customer (in milliseconds).
    intermediateIntent.intent

    Available on bot or virtual agent turn event. The intents in the bot or virtual agent session.
    knowledgeBaseId

    Name of the knowledge base utilized during the interaction.
    knowledgeSearch.answerDocumentId Dependent on the selection on the knowledgeBaseId.
    languageCode Language code used in the interaction. For example, en-US.
    mediaType The type of communication channel used. For example, voice, message, email.
    messageType The type of message from web messaging, open messaging, SMS or socials. For example, Facebook, Instagram, and WhatsApp.
    outboundCampaignId The name of the outbound campaign tied to the interaction.
    outboundContactListId The name of the contact list used in the outbound campaign.
    product The bot or virtual agent vendor and bot product name. For example, Genesys Bot flow, Amazon Lex.
    queryCount Total number of queries or user inputs the bot has processed during the bot session.
    queueId The name of the queue where the interaction was routed or handled.
    requestedLanguageID An attribute on the ACD End event for routing.
    routingPriority The priority level of the interaction for routing purposes. Represented between 0-1.
    selfServedQueryCount Number of queries successfully handled by the bot without human intervention.
    terminatingIntent.intent Intent that concluded the bot or virtual agent session (For example, exit, transfer_to_agent).
    turnCount Number of conversational turns between the user and the bot or virtual agent.
    usedRouting The type of routing deployed for the interaction. For example, bullseye, conditional, or predictive.Bullseye
    • Interaction was routed using bullseye routing.
    • Routing expands across agent rings over time to widen the candidate pool.
    Conditional
    • Routing was based on custom Architect logic.
    • May include time of day, customer data, IVR input, or external lookups.
    Last
    • Routed to the last agent the customer previously interacted with.
    • Supports agent affinity or continuity of service.
    Manual
    • Interaction was manually routed by an agent or supervisor
    • Often occurs during transfers or direct assignments
    Other
    • Routing type does not match any standard category.
    • Might indicate custom logic, integrations, or legacy behavior.
    Predictive
    • Routed via AI-based Predictive Routing.
    • Uses machine learning to select the agent most likely to achieve business goals (For example, CSAT, conversion).
    Preferred
    • Routed to a Preferred Agent defined by customer profile or routing settings.
    • Enhances personalization and customer-agent consistency.
    Standard
    • Routed using standard ACD methods.
    • Such as Most Idle, All Skills Matching, and Best Available Skills.
    Unknown
    • The routing type could not be determined.
    • Typically due to missing metadata or unsupported routing scenario.
    VIP
    • Interaction was flagged as high priority (VIP).
    • Often routed using special queues or priority logic for high-value customers.
    userId The name of the agent or user who handled the interaction.
    vendor The bot or virtual agent vendor. For example, Amazon, Genesys, Google, Nuance.
    voicemailDurationMs Duration of the voicemail left or received (in milliseconds).
    wrapupCode The wrap up code selected or applied post-interaction to categorize the outcome of interaction.
    wrapupDurationMs Time spent on post-call wrap-up work (in milliseconds).