View utterance history

AI-generated summary

Genesys Cloud's Utterance History feature enables users to view and analyze bot conversations with customers for up to ten days through the Optimization Dashboard in Architect. Access to this functionality requires specific permissions including Analytics > botFlowReportingTurn > View, Analytics > ConversationDetail > View, Conversation > Communication > View, Recording > Recording > View, and Analytics > ConversationAggregate > View. The feature displays comprehensive conversation metrics including customer utterances, timestamps, session IDs, action details, bot outcomes, and matched intents. Users can filter interactions by specific action types—Ask for Intent, Ask for Yes/No, Ask for Slot, Wait for Input, Digital Menu, and Call Guide—as well as by outcome categories such as "Success," "Confirmation prompted," or "No Match." The platform provides access to complete audio conversations and transcripts from the interaction Details tab, enabling detailed conversation analysis and context review. Genesys Cloud tracks multiple backend session outcomes to support bot performance monitoring and optimization. These outcomes include successful collection and confirmation scenarios (SUCCESS_COLLECTION, SUCCESS_CONFIRMATION_YES/NO), no-match conditions (NO_MATCH_COLLECTION, NO_MATCH_CONFIRMATION), agent requests, confirmation prompts, system errors, input timeouts, expression errors, and disambiguation states. Voice Survey flows include the additional outcome SKIPPED_COLLECTION, while virtual agent functionality supports PARTIAL_COLLECTION for AI-powered slots collected incrementally across conversation turns. Users can click individual utterances to view complete conversations and access the full Interaction page in a new browser tab. The system captures Natural Language Understanding (NLU) confidence levels, validation failures, and expression evaluation errors, providing detailed insights into bot session performance. This comprehensive conversation analysis capability supports troubleshooting, performance optimization, and informed decision-making regarding bot configuration and behavior.

PrerequisitesClick to expand

In Architect, you can view the bot flow’s utterance history and complete details about a conversation. The Utterance History page returns a list of utterances, or sample phrases, that the bot receives from customers. Utterance history is available for ten days. Each entry includes these metrics:

The utterance that the bot received. For example, a numeric postal code or a “Check account balance” query.
The date that the bot received the utterance.
The bot’s session ID.
The action and action ID that the bot processed. For example, “16 Digital Menu” or “13 Ask for Slot.”
An action filter that enables you to sort by all actions or a specific action.
The bot outcome. For example, “Success,” “Confirmation prompted,” or “No Match.”
An outcome filter that enables you to select which outcomes by which to filter the list.
Bot details, such as the matched intent, where applicable.

View utterance history for the current bot flowClick to expand

View utterance history for specific actions in the bot flowClick to expand

You can view the utterance history for the following actions:

To view history from any of these actions in the flow, follow these steps:

Open the appropriate bot flow.
In a configured state or task, click an action that includes the utterance history you want to view.
Click More .
From the menu that appears, click Utterance History.
To view the complete conversation that contains the utterance, click the utterance.

View complete details about an audio conversationClick to expand

You can view a complete audio conversation, including bot responses, from an interaction. Doing so can monitor the bot performance and help you troubleshoot or understand conversation details. For example, a full conversation can provide context for any transcription or audio issues.

View the full audio conversation from the interaction’s Details tab in Genesys Cloud.

Open the bot flow that contains the utterance history to view.
Under Insights and Optimization, click Optimization Dashboard.
Click Utterance History . The view populates with utterance details.
To view the complete conversation that contains the utterance, click the utterance.
To access the entire conversation, click View Interaction . The Interaction page for the conversation opens in a new browser tab. For more information, see View an interaction’s Details tab.
To close the conversation and return to the utterance history, click Close.

Bot session view outcomesClick to expand

Backend outcome	Displays as	Description
SUCCESS_COLLECTION	Success	Input utterance matches the intent and slot with high confidence and does not trigger confirmation.
SUCCESS_CONFIRMATION_YES	Confirmation Yes	The user inputs “yes” during confirmation.
SUCCESS_CONFIRMATION_NO	Confirmation No	The user inputs “no” during confirmation.
NO_MATCH_COLLECTION	No Match	None response from NLU when expecting intent and slot. An intent response with low confidence. Triggers a validation failure.
NO_MATCH_CONFIRMATION	No Match Confirmation	Expecting yes or no during the confirmation phase and the user inputs something other than those answers.
AGENT_REQUESTED_BY_USER	Agent Request	The user inputs “I want to speak to an agent” Note: Not applicable to Voice Survey flows
CONFIRMATION_REQUIRED	Confirmation Prompted	The user inputs an utterance that triggers confirmation phase, indicating confirmation required now
ERROR	System Error	Expression evaluation fails / NLU unexpected 500 error, etc.
NO_INPUT_COLLECTION	No Input	E.g. A user didn’t speak any response during intent / slot collection phase
NO_INPUT_CONFIRMATION	No Input Confirmation	E.g. A user didn’t speak any response during confirmation phase
EXPRESSION_ERROR	Expression Error	Expression error encountered (e.g. 1 divided by 0)
DISAMBIGUATION_REQUIRED	Disambiguation Required	Note: Not applicable to Voice Survey flows
SUCCESS_DISAMBIGUATION	Success Disambiguation	Note: Not applicable to Voice Survey flows
SUCCESS_DISAMBIGUATION_NONE	Success Disambiguation None	Note: Not applicable to Voice Survey flows
NO_MATCH_DISAMBIGUATION	No Match Disambiguation	Note: Not applicable to Voice Survey flows
NO_INPUT_DISAMBIGUATION	No Input Disambiguation	Note: Not applicable to Voice Survey flows
SKIPPED_COLLECTION	Skip	Note: Only applicable to Voice Survey flows
PARTIAL_COLLECTION	Partial Match	Virtual Agent. For AI-powered slots, a slot value can be partially collected turn by turn.

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