Agentic virtual agent turn events in Journey Management

AI-generated summary

Genesys Cloud Journey Management records Agentic Virtual Agent (AVA) turn events, which capture individual conversational exchanges consisting of single prompt-and-response cycles between customers and virtual agents. Each Virtual Agent Turn event includes comprehensive attributes for tracking and analysis, including agent identification, communication channel, input and output modes, message type, session duration in milliseconds, and invocation flow details. The event captures guardrail violation categories, next action reasoning and type, and tool interaction data including knowledge base and knowledge fabric tool call counts. Additional tracked attributes encompass tool names, types, and success indicators for tool results, as well as version numbering. This event structure enables detailed monitoring and analysis of virtual agent interactions within the Journey Management framework.

This table summarizes the available event when an agentic virtual agent turn events occurred. A virtual agent turn event in Genesys Cloud Journey Management records a single conversational exchange (one prompt-and-response cycle) between a customer and an Agentic Virtual Agent (AVA).

For more information on available attributes, see Attributes in Journey Management.

Event	Description	Available attributes
Agentic Virtual Agent Turn	A Virtual Agent Turn event in Genesys Cloud Journey Management records a single conversational exchange (one prompt-and-response cycle) between a customer and an Agentic Virtual Agent (AVA).	agentId channel guardrailViolationCategory inputEventType inputMode invokingFlowId messageType nextAction.reason nextAction.type outputMode sessionDurationMs sessionToolCallCounts.knowledgeBaseToolCallCount sessionToolCallCounts.knowledgeFabricToolCallCount toolCall.toolName toolCall.toolType toolResult.toolName toolResult.toolSuccess toolResult.toolType versionNumber

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