Download Genesys Cloud agent data for Decisions

Feature coming soon

Prerequisites
  • 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. The system converts the data to flat files that are compatible with Decisions. 

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
(1-based)

Field Format

Field description

1 DATE_STAMP Date

The date of the current record (i.e. 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 queue prior to being 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
(1-based)

Field Format

Field description

1 DATE_STAMP Date

The date of the current record (i.e. 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
(1-based)

Field Format

Field description

1 DATE_STAMP Date

The date of the current record (i.e. 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 (i.e. 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
indexes
(1-based)

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 prior to being 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 (i.e. 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 steff 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.

Chat by agent

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 mapps 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.

To download the file:

  1. Click Admin.
  2. Under Workforce Management, click Decisions Data Download. The Decisions Data Downloads page opens.
  3. Click the file you want to download. The system downloads the zipped file to your local Downloads folder.
  4. Unzip the files and copy them to the location you configured in Decisions.