Event attributes in Journey Management

AI-generated summary

Genesys Cloud provides a comprehensive Journey Management system that tracks and analyzes customer interactions across multiple channels through sophisticated event attributes serving as contextual metadata. The platform supports numeric conditions (Greater than, Is between, Is equal to) and time-based filters in day/hour/minute/second format to measure event efficiency and interaction quality. Core interaction metrics include ACD outcomes, call timing data (alerting duration, connected duration, contacting duration, and dialing duration), and interaction direction classification (inbound, outbound, or unknown). The disconnect type attribute categorizes session terminations into six categories: CLIENT, ENDPOINT, PEER, SYSTEM, TRANSFER, and CONFERENCE. Additional routing attributes include DNIS for call routing and reporting, total interaction duration measured in milliseconds, and exit reason summaries for IVR/flow sessions, supporting multiple routing methods including Bullseye, Conditional, Last, Predictive, Preferred, Standard, and VIP strategies. Virtual agent interactions are tracked through bot identification, bot versions (with only the last 10 versions available for filtering), and BotFlowSubType classification (Virtual Agent or Agentic Virtual Agent). Bot session outcomes are categorized as COMPLETE, ERROR, FAILED, TIMEOUT, or UNKNOWN, with recognition failure reasons documented including MaxWrongMatch, NoInputCollection, and NoMatchDisambiguation. Input-related failures, disconnect-related results, exit-related results, and transfer-related results are tracked to provide comprehensive bot interaction analysis. Confidence scoring on a 0-1 scale supports intent identification accuracy measurement. Knowledge events capture article searches, recommendations, and suggestions through applications such as SmartAdvisor and BotFlow, with tracking of knowledge base identifiers and retrieved document references. Web events track user interactions including browser type (Chrome, Safari, Firefox, Edge, Opera), device category (desktop, mobile, tablet), language preferences via ISO 639-1 codes, and webpage URLs. Session attributes track total event counts and pageview counts for comprehensive journey visualization. Survey events document customer feedback including NPS scores, delivery channels (email, SMS), response completion status, and respondent information. Survey attributes capture agent identification, queue routing information, survey form identifiers, and customer contact address types. The system tracks survey status (Active, Closed) and captures survey failure reasons when applicable. Event attributes support filtering using strings, lists, booleans, and numbers to enable comprehensive journey visualization and analysis across multiple touchpoints, providing organizations with detailed insights into customer interactions throughout their complete journey.

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.

You can use strings, lists, booleans (true/false) and numbers as attribute filters to identify a specific group or condition. When a number is a duration (for example, handle time) it is recognized as time.

For numeric filters:
- Specify a Condition. Your available options are: Greater than, Is between, Is equal to.
- Enter a numeric value, or in case of the Is between condition, a numeric range.
For time filters:
- Specify a Condition. Your available options are: Greater than, Is between, Is equal to.
- Set the required time in a day/hour/minute/second format.

You can view the attributes available to each event type in the respective tab:

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Attribute	Description
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).
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 Genesys Cloud user interface caused the disconnect. This would be triggered if an agent clicks End Call or a virtual agent is intentionally ended before the flow completed its path. 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 – This reason captures those instances when an interaction ended through an action outside of the Genesys Cloud user interface. For example, a customer hung up during an agent-led call. 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.
DNIS	Code (Dialed Number Identification Service) that captures the number that the customer called and is used for routing, reporting, and personalization.
durationMs	The total duration of the interaction or session, is measured in milliseconds.
exitReason	A detailed summary of the reason for the exit of the IVR/flow session.

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Attribute	Description
botID	Virtual Agent name, either voice or digital. Represents all events generated by third-party bots or Genesys bots.
BotFlowSubType	Qualifies event as Virtual Agent or Agentic Virtual Agent.
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 results These 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 results These 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 the 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
botVersion	Refers to a specific, published state of a bot flow that is deployed for customer interactions. Each version captures the bot’s configuration at the time of publication, including its intents, slots, prompts, and logic. For example, Dialog Engine Bot Flow or Digital Bot Flow. Only the last 10 versions are available for filters and in charts.
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.
intermediateIntent.intent	Available on bot or virtual agent turn event. The intents in the bot or virtual agent session.

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Attribute	Description
app.type	Indicates the application or the touchpoint from which a Knowledge event originated. For example, SmartAdvisor (Agent Copilot) or BotFlow (Virtual Agent, Digital Bot, or Voice Bot).
knowledgeBaseId	Name of the knowledge base used during the interaction.
knowledgeSearch.answerDocumentId DocumentId	Dependent on the selection on the knowledgeBaseId. Document that is retrieved during a Virtual Agent/Bot Turn or any time Knowledge is used.
queryType	The type of knowledge query that is performed when a customer or application submits a request to Knowledge. Values are: Article – Specific article requested AutoSearch – Automatic search invoked Category – Specific category requested ExpandedArticle – Article requested to be expanded ManualSearch – A manual search request to a knowledge base; typically performed by an agent. Recommendation – A recommendation that the system provided. Suggestion – A suggestion that the system provided.

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Attribute	Description
AssociatedValue.value	A numeric value tied to the outcome; behaves like a number in filters and charts. For example, the monetary value of a sale.
segmentID	The identifier of the assigned segment.
segmentScope	The entity to which a segment applies.
session.type	The category of the session such as web, app, or conversation.
eventName	Represents the action that the customer performed.
totalEventCount	The total count of events performed by the customer across all sessions.
totalPageviewCount	The total count of view on a webpage performed by the customer across all sessions.
page	The webpage where the user interaction occurred. page.url – The URL of the webpage. page.title – The title of the webpage. page.lang – The language of the webpage.
browser	The browser that the user used to access the webpage. Values are: Chrome, Safari, Firefox, Edge, and Opera. browser.family – The name of the browser. Values are: Chrome, Safari, Firefox, Edge, Opera browser.lang – The language of the webpage. For example, en. For a full list of language codes, see ISO 639-1 Language Code List.
device	The device that the user used to access the webpage. device.category – The category of device. Values are: desktop, mobile, tablet, or other. device.type – If the device is an Apple device or not. device.isMobile – If the device is a mobile device or not.

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Attribute	Description
agentId	The user ID of the agent associated with the conversation for which the survey was conducted. If multiple agents participated, the survey applies to only one agent.
queueId	The identifier of the queue to which the conversation was routed when the survey was triggered. A conversation can be routed through multiple queues.
surveyFormId	The identifier of the published survey form.
customerAddressType	The type of address used to reach the external contact.
status	The current status of the survey (for example, `Active` or `Closed`).
invitationMessagingType	The delivery channel used to send survey invitations and reminders (for example, email or SMS).
npsScore	The NPS score of the survey provided by the respondent.
npsType	The NPS type based on the NPS score.
totalScore	The cumulative score of all questions answered by the respondent.
surveyErrorReason	The reason the survey failed, if applicable.
surveyType	The type of the survey.
isPartialResponse	Indicates whether the survey response is incomplete. `true` — The survey contains unanswered mandatory questions. `null` — The survey has not yet been completed.

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