In a consult between two agents, the interaction record appears as

In a consult between two agents, the interaction record appears as

• A. a queue-level event
• B. two separate interactions
• C. three separate interactions
• D. a single consolidated interaction

Answer: (B)

When two agents participate in a consult, Genesys Cloud creates two separate interaction records—one for each agent’s portion of the customer conversation. This separation lets analytics attribute metrics like talk time, hold time, and wrap-up to the specific agent involved in that leg, so you can see how each participant contributed within the same overall customer experience. A queue-level event wouldn’t capture the details of the actual consult between agents, and there aren’t three distinct interactions because only two agent legs are involved. The platform doesn’t consolidate the entire consult into a single interaction for reporting, so two separate interactions best describe a consult between two agents.

When two agents participate in a consult, Genesys Cloud creates two separate interaction records—one for each agent’s portion of the customer conversation. This separation lets analytics attribute metrics like talk time, hold time, and wrap-up to the specific agent involved in that leg, so you can see how each participant contributed within the same overall customer experience. A queue-level event wouldn’t capture the details of the actual consult between agents, and there aren’t three distinct interactions because only two agent legs are involved. The platform doesn’t consolidate the entire consult into a single interaction for reporting, so two separate interactions best describe a consult between two agents.