Genesys User Guide
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State of Wisconsin
Department of Health Services

  

Release 26-01
February 04, 2026

6.6 Viewing Interaction Details

Demo Video Viewing Interaction Details

The Interactions view allows supervisors to display live calls and individual interactions by agents. 

The default interactions view displays call history for the selected time period and live calls. The information displayed includes call participants, call date and time, duration, call direction, queue, and wrap-up code. Select an interaction for more information. Select a live call to monitor or coach. Select a completed call to access the call recording. For information about filtering, exporting, saving views, and downloading, see Section 6.1 Introduction to Performance. For information about monitoring and coaching, see section 6.9.1 Coaching and Monitoring Agents.

For instructions on opening the Interactions view see Section 6.1.1 Open a View.

This page last updated in Release Number: 26-01
Release Date:02/04/2026
Effective Date: 02/04/2026

Notice: The content within this manual is the sole responsibility of the State of Wisconsin's Department of Health Services (DHS). This site will link to sites outside of DHS where appropriate. DHS is in no way responsible for the content of sites outside of DHS.

Publication Number: P-03208