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How to get the conversation id of an interaction in genesys cloud

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Troubleshoot Genesys Cloud before contacting Product Support

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How to get the conversation id of an interaction in genesys cloud

    If your problem relates to a call, then obtain the conversation ID, or interaction URL, before contacting Esmt support team or Genesys Customer Care. Call-related problems include stuck calls, bad audio, failed transfers, and other issues with voice interactions. The following video shows how to get the Conversation ID with Genesys Cloud running in a browser:

    To find and copy a conversation ID:

    1. Click Performance > Workspace.
    2. Click the Interactions view. 
    3. In the row that contains the interaction, click 
    4. Click Copy Conversation ID.

    Provide this ID number to Genesys Cloud Support when you open a ticket.

    The following information is also useful:

  • Date and approximate time of interaction
  • Approximate duration
  • Phone number associated with the interaction
  • Inbound or outbound

For more information about troubleshooting, see Troubleshooting before calling Esmt support team or Genesys Customer Care.

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