Genesys walkthrough

info

Genesys API version 2 is currently supported.

Prerequisites

Genesys Connection.

Custom reports

After configuring the connection, you can configure the Data Flow for the specific report you need.

For reports with dates

Date range:

• Pulls data in the date range between the start and end date provided, including the end date.
• Leaving the end date empty pulls data according to the current Data Flow run time.
• Start date is required.
• Use the Last Days Back For Each Run to expand the start date and pull data a number of days before the chosen start date.

Interval chunks

• Split the time interval into chunks, choose the unit size, and count.
• Default: Don't Split

Conversations reports

• Select this option to include only conversations that started on a day in the interval.
• If not selected, the Data Flow pulls data for conversations with an overlapping date span to the chosen time interval.

Select the Align End Date option if you want to ensure that the interval you query is present in the data lake before triggering a job. If the end date is after the server's last update, the Data Flow will set the end date to the update time.

Aggregation reports

note

This applies to the Flow Aggregate and the Evaluation Aggregate reports.

Metrics

• Behaves like a SQL SELECT clause
• Default: All available data

Breakdown

• Behaves like a SQL GROUPBY.
• Provides multiple levels of grouping as a list of dimensions.
• The server can return an error if the data is large.
• Default: None

Flatten dimensions:

• Select to flatten any multi-valued dimensions used in response groups (For example, ['a', 'b', 'c']->' a,b,c')