Download Genesys Cloud agent data for Decisions
- Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital license.
- Workforce Planning > Decisions Data Download > Download permission
You can extract aggregated contact center data from Genesys Cloud and import it into Decisions. This feature generates the data needed to create simulations and reports in Decisions. Genesys Cloud converts the data to flat files that are compatible with Decisions.
To download the file:
- Click Admin.
- Under Workforce Management, click Decisions Data Download. The Decisions Data Downloads page opens.
- Click the file that you want to download. The system downloads the zipped file to your local Downloads folder.
- Unzip the files and copy them to the location you configured.
The following sections describe each file and the aggregated data included in the download:
Calls: Inbound/Phone data aggregated at a call type level
Default Field Indexes |
Field | Format |
Field description |
---|---|---|---|
1 | DATE_STAMP | Date |
The date of the current record (that is 01/01/2013). |
2 | HOUR_OF_DAY | Numeric |
The hour that marks the beginning of the interval. The acceptable range is 00 through 23. |
3 | CALL_IDENTIFIER | Character |
The identifier that uniquely maps to an Interaction Decisions call type. |
4 | TOTAL_QUEUE_TIME | Numeric |
The total time, in seconds, that a handled call waits in the queue before handled by an agent. |
5 | ABANDONS | Numeric |
The number of calls that were abandoned during the interval. |
6 | CALLS_HANDLED | Numeric |
The number of calls that were handled during the interval. |
7 | HANDLED_THRESHOLD | Numeric | The number of calls that were handled within the service level threshold number of seconds. |
Agent Call: Data aggregated at agent group level
Default Field Indexes |
Field | Format |
Field description |
---|---|---|---|
1 | DATE_STAMP | Date |
The date of the current record (that is 01/01/2013). |
2 | HOUR_OF_DAY | Numeric |
The Hour that marks the beginning of the interval. The acceptable range is 00 through 23. |
3 | SITE_IDENTIFIER | Character |
The identifier that uniquely maps to an Interaction Decisions center. |
4 | AGENT_GROUP_IDENTIFIER | Character |
The identifier that uniquely maps to an Interaction Decisions staff type. |
5 | AVAILABLE_TIME | Numeric |
The total time, in seconds, that agents are logged into the system, ready/available to work a call but not actively working a call. |
6 | OUTCALLS | Numeric |
The number of outbound calls made in response to inbound calls. |
7 | OUTCALL_TALK_TIME | Numeric | The total time, in seconds, that agents spent talking on outbound calls during the interval. |
Call By Agent: Inbound/Phone data aggregated at call type and agent group level
Default Field Indexes |
Field | Format |
Field description |
---|---|---|---|
1 | DATE_STAMP | Date |
The date of the current record (that is 01/01/2013). |
2 | HOUR_OF_DAY | Numeric |
The hour that marks the beginning of the interval. The acceptable range is 00 through 23. |
3 | SITE_IDENTIFIER | Character |
The identifier that uniquely maps to an Interaction Decisions center. |
4 | AGENT_GROUP_IDENTIFIER | Character |
The identifier that uniquely maps to an Interaction Decisions staff type. |
5 | CALL_IDENTIFIER | Character | The identifier that uniquely maps to an Interaction Decisions call type. |
6 | TALK_TIME | Numeric | The total time, in seconds, that agents spent talking on inbound calls during the interval (Should include hold time). |
7 | AFTER_CALL_WORK | Numeric | The total time, in seconds, that agents spent in after call work during the interval. |
8 | CALLS_HANDLED | Numeric | The number of calls handled during the interval. |
Shrinkage: Historical Agent Shrinkage values
Default file order |
Field | Format |
Field description |
---|---|---|---|
1 | DATE | mm/dd/yyyy |
The date of the current record (that is 01/01/2010). |
2 | CENTER | Character |
The identifier used when mapping Interaction Decisions centerTypeId. |
3 | STAFF_TYPE_NAME | Character |
The identifier used when mapping Interaction Decisions staff types. |
4 | OFF_PHONE_ID | Character |
The identifier used when mapping Interaction Decisions Shrinkage buckets. Mapped to populate Id. |
5 | COUNT | Numeric will populate a real field | Off-phone time (Minutes) mapped to data value. |
Unmapped entities: Used by Decisions administrators to identify any agents not appropriately configured for the Decisions.
Default field |
Field | Format |
Field description |
---|---|---|---|
1 | userID | Character |
Agent identifier. |
Chat
Default field order |
Field | Format |
Field description |
---|---|---|---|
1 | DATE_STAMP | Date |
The date format : mm/dd/yyyy. |
2 | HOUR_OF_DAY | Numeric |
The hour that marks the beginning of the interval. The acceptable range is 00 through 23. |
3 | CHAT_IDENTIFIER | Character |
The identifier that uniquely maps to an Interaction Decisions contact type. |
4 | TOTAL_QUEUE_TIME | Numeric |
The total time, in seconds, that a handled chat waits in queue before handled by an agent. |
5 | ABANDONS | Numeric | The number of chats that abandoned during the interval. |
6 | CHATS_HANDLED | Numeric | The number of chats that were handled during the interval. |
7 | HANDLED_THRESHOLD | Numeric | The number of chats that were handled within the service level threshold number of seconds. |
Agent chat
Default field order |
Field | Format |
Field description |
---|---|---|---|
1 | DATE_STAMP | Date | The date of the current record (that is 01/01/2013). |
2 | HOUR_OF_DAY | Numeric |
The hour that marks the beginning of the interval. The acceptable range is 00 through 23. |
3 | SITE_IDENTIFIER | Character |
The identifier that uniquely maps to an Interaction Decisions center. |
4 | AGENT_GROUP_IDENTIFIER | Character |
The identifier that uniquely maps to an Interaction Decisions staff type. |
5 | AVAILABLE_TIME | Numeric | The total time, in seconds, that agents are logged into the system, ready/available to work a chat but not actively working a chat. |
6 | STAFF_TIME | Numeric | The total time, in seconds, that agents are logged into the system. |
Default field order |
Field | Format |
Field description |
---|---|---|---|
1 | DATE_STAMP | Date |
The date format: mm/dd/yyyy. |
2 | HOUR_OF_DAY | Numeric |
The hour that marks the beginning of the interval. The acceptable range is 00 through 23. |
3 | SITE_IDENTIFIER | Character |
The identifier that uniquely maps to an Interaction Decisions center. |
4 | AGENT_GROUP_IDENTIFIER | Character |
The identifier that uniquely maps to an Interactions Decisions staff type. |
5 | CALL_IDENTIFIER | Character | The identifier that uniquely maps to an Interaction Decisions contact type. |
6 | CHATS_HANDLED | Numeric | The number of chats that were handled during the interval. |
7 | CHAT_TIME | Numeric | The total time, in seconds, that agents spent handling chats during the interval. Should include hold time. |
8 | AFTER_CHAT_WORK | Numeric | The total time, in seconds, that agents spent doing work associated with a chat during the interval. |