Genesys Lite

Genesys is a customer experience and communication platform.

Features

Feature Name	Supported	Notes
Capture deletes		`AGENT_ACTIVITY`, `ANALYTICS_CONVERSATION_DETAILS`, `CAMPAIGN_AGENT_MAPPING_REVIEW_RESULT`, `CALIBRATION`, `CAMPAIGN_DIAGNOSTIC`, `CAMPAIGN_INTERACTION`, `CAMPAIGN_PROGRESS`, `CAMPAIGN_STATS`, `CONVERSATION`, `CONVERSATION_CALL_HISTORY`, `CONVERSATION_CALLBACK`, `CONVERSATION_SURVEY`, `DIVISION`, `EVALUATION_FORM`, `EVENT`, `EXTERNAL_CONTACT`, `FLOW_DATA_TABLE`, `FLOW_MILESTONE`, `FLOW_OUTCOME`, `GROUPS`, `LOCATION`, `MESSAGING_CAMPAIGN`, `MESSAGING_CAMPAIGN_PROGRESS`, `ORGANIZATION`, `PRESENCE_DEFINITION`, `QUEUE`, `ROUTING_SKILLS`, `ROUTING_WRAPUP_CODE`, `SCHEDULE_CAMPAIGN`, `STATION`, `SURVEY_FORM`, `USER_CALL_FORWARDING`, `USER_ROUTING_LANGUAGE`, `USER_ROUTING_SKILL`, `USER_SKILL_GROUP`, `USERS`, and `WRAPUP_CODE_MAP` tables.
History mode
Custom data		`CONVERSATION_PARTICIPANT_ATTRIBUTE` and `PRESENCE_DEFINITION` tables.
Data blocking		Column level
Column hashing
Re-sync		Connection level and table level. A parent table re-sync includes all associated child tables.
Row filtering
API configurable		API configuration
Priority-first sync		`ANALYTIC_USER_DETAILS` table and its child tables.
Fivetran data models
Private networking
Authorization via API

Supported deployment models

We support the SaaS and Hybrid deployment models for the connector.

You must have an Enterprise or Business Critical plan to use the Hybrid Deployment model.

Setup guide

Follow our step-by-step Genesys setup guide to connect Genesys with your destination using Fivetran connectors.

Sync overview

To capture new records, we incrementally sync the following tables and their child tables:

ATTEMPT_LIMIT
CALLABLE_TIMESET
CAMPAIGN
CAMPAIGN_RULE
CONTACT_LIST
CONTACT_LIST_FILTER
DNC
EVALUATION
RULESET
SCRIPT
SEQUENCE
TASK_MANAGEMENT_WORKITEM

To capture updates and deletes, we re-import the remaining tables and their child tables during every sync.

Rollback sync

A rollback sync is a sync that automatically runs once a day. The rollback window for our Genesys connector is one day.

We perform a rollback sync for the ANALYTICS_CONVERSATION_DETAILS table with the rollback window size of 2 days to prevent data integrity issues.

Schema information

This schema applies to all Genesys connections.

Explore Genesys schema ERD

Conversation Analytics data

The tables we sync for conversation analytics depends on the Genesys API you choose from the Genesys API to sync Conversation Analytics Data drop-down in the connection setup form. All other tables are synced regardless of your API selection.

The following tables list the conversation analytics tables we synce for each API, along with the Genesys API endpoint used to retrieve each table's data.

Export API (default)

API Endpoint	Table Name
`POST /api/v2/analytics/conversations/aggregates/query`	`ANALYTICS_CONVERSATION_AGGREGATE_QUERY_DATA_METRIC`
`POST /api/v2/analytics/conversations/details/jobs`	`ANALYTICS_CONVERSATION_DETAILS`
	`ANALYTICS_CONVERSATION_DETAILS_DIVISION`
	`ANALYTICS_CONVERSATION_DETAILS_KNOWLEDGE_BASE_ID`
	`ANALYTICS_CONVERSATION_DETAILS_EVALUATION`
	`ANALYTICS_CONVERSATION_DETAILS_SURVEY`
	`ANALYTICS_CONVERSATION_DETAILS_RESOLUTION`
	`ANALYTICS_CONVERSATION_DETAILS_PARTICIPANT`
	`ANALYTICS_CONVERSATION_DETAILS_PARTICIPANT_SESSION`
	`ANALYTICS_CONVERSATION_DETAILS_PARTICIPANT_SESSION_SKILL_ID`
	`ANALYTICS_CONVERSATION_DETAILS_PARTICIPANT_SESSION_CALLBACK_NUMBER`
	`ANALYTICS_CONVERSATION_DETAILS_PARTICIPANT_SESSION_BCC`
	`ANALYTICS_CONVERSATION_DETAILS_PARTICIPANT_SESSION_CC`
	`ANALYTICS_CONVERSATION_DETAILS_PARTICIPANT_SESSION_DESTINATION_ADDRESS`
	`ANALYTICS_CONVERSATION_DETAILS_PARTICIPANT_SESSION_ELIGIBLE_AGENT_COUNT`
	`ANALYTICS_CONVERSATION_DETAILS_PARTICIPANT_SESSION_REQUESTED_ROUTING`
	`ANALYTICS_CONVERSATION_DETAILS_PARTICIPANT_SESSION_WAITING_INTERACTION_COUNTS`
	`ANALYTICS_CONVERSATION_DETAILS_PARTICIPANT_SESSION_PROPOSED_AGENT`
	`ANALYTICS_CONVERSATION_DETAILS_PARTICIPANT_SESSION_AGENT_GROUP`
	`ANALYTICS_CONVERSATION_DETAILS_PARTICIPANT_SESSION_MEDIA_ENDPOINT_STATS`
	`ANALYTICS_CONVERSATION_DETAILS_PARTICIPANT_SESSION_FLOW_OUTCOME`
	`ANALYTICS_CONVERSATION_DETAILS_PARTICIPANT_SESSION_METRIC`
	`ANALYTICS_CONVERSATION_DETAILS_PARTICIPANT_SESSION_SEGMENT`
`GET /api/v2/quality/conversations/{conversation_id}/surveys`	`CONVERSATION_SURVEY`
	`CONVERSATION_SURVEY_ANSWER_QUESTION_GROUP_SCORE`
	`CONVERSATION_SURVEY_ANSWER_QUESTION_GROUP_QUESTION_SCORE`

Aggregate Query API

API Endpoint	Table Name
`POST /api/v2/analytics/conversations/aggregates/query`	`ANALYTICS_CONVERSATION_AGGREGATE_QUERY_DATA_METRICS`
`GET /api/v2/conversations/{conversation_id}`	`CONVERSATION_PARTICIPANT_ATTRIBUTE`
`GET /api/v2/analytics/conversations/{conversation_id}/details`	`ANALYTICS_CONVERSATION_AGGREGATE_QUERY_DETAILS`
	`ANALYTICS_CONVERSATION_AGGREGATE_QUERY_DETAILS_DIVISION`
	`ANALYTICS_CONVERSATION_AGGREGATE_QUERY_DETAILS_KNOWLEDGE_BASE_ID`
	`ANALYTICS_CONVERSATION_AGGREGATE_QUERY_DETAILS_EVALUATION`
	`ANALYTICS_CONVERSATION_AGGREGATE_QUERY_DETAILS_SURVEY`
	`ANALYTICS_CONVERSATION_AGGREGATE_QUERY_DETAILS_RESOLUTION`
	`ANALYTICS_CONVERSATION_AGGREGATE_QUERY_DETAILS_PARTICIPANT`
	`ANALYTICS_CONVERSATION_AGGREGATE_QUERY_DETAILS_PARTICIPANT_SESSION`
	`ANALYTICS_CONVERSATION_AGGREGATE_QUERY_DETAILS_PARTICIPANT_SESSION_SKILL_ID`
	`ANALYTICS_CONVERSATION_AGGREGATE_QUERY_DETAILS_PARTICIPANT_SESSION_CALLBACK_NUMBER`
	`ANALYTICS_CONVERSATION_AGGREGATE_QUERY_DETAILS_PARTICIPANT_SESSION_BCC`
	`ANALYTICS_CONVERSATION_AGGREGATE_QUERY_DETAILS_PARTICIPANT_SESSION_CC`
	`ANALYTICS_CONVERSATION_AGGREGATE_QUERY_DETAILS_PARTICIPANT_SESSION_DESTINATION_ADDRESS`
	`ANALYTICS_CONVERSATION_AGGREGATE_QUERY_DETAILS_PARTICIPANT_SESSION_ELIGIBLE_AGENT_COUNT`
	`ANALYTICS_CONVERSATION_AGGREGATE_QUERY_DETAILS_PARTICIPANT_SESSION_REQUESTED_ROUTING`
	`ANALYTICS_CONVERSATION_AGGREGATE_QUERY_DETAILS_PARTICIPANT_SESSION_WAITING_INTERACTION_COUNTS`
	`ANALYTICS_CONVERSATION_AGGREGATE_QUERY_DETAILS_PARTICIPANT_SESSION_PROPOSED_AGENT`
	`ANALYTICS_CONVERSATION_AGGREGATE_QUERY_DETAILS_PARTICIPANT_SESSION_AGENT_GROUP`
	`ANALYTICS_CONVERSATION_AGGREGATE_QUERY_DETAILS_PARTICIPANT_SESSION_MEDIA_ENDPOINT_STATS`
	`ANALYTICS_CONVERSATION_AGGREGATE_QUERY_DETAILS_PARTICIPANT_SESSION_FLOW_OUTCOME`
	`ANALYTICS_CONVERSATION_AGGREGATE_QUERY_DETAILS_PARTICIPANT_SESSION_METRIC`
	`ANALYTICS_CONVERSATION_AGGREGATE_QUERY_DETAILS_PARTICIPANT_SESSION_SEGMENT`
`GET /api/v2/quality/conversations/{conversation_id}/surveys`	`QUALITY_CONVERSATION_SURVEY`
	`QUALITY_CONVERSATION_SURVEY_ANSWER_QUESTION_GROUP_SCORE`
	`QUALITY_CONVERSATION_SURVEY_ANSWER_QUESTION_GROUP_QUESTION_SCORE`

Limitations

We can retrieve the ANALYTICS_CONVERSATION_AGGREGATE_QUERY_DATA_METRIC table data from January 1, 2020.