Download Genesys Cloud agent data for Decisions

PrerequisitesClick to expand

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:

CallsClick to expand

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 (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 callClick to expand

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 (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 agentClick to expand

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 (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.

ShrinkageClick to expand

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 entitiesClick to expand

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.

ChatClick to expand

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 chatClick to expand

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.

Chat by agentClick to expand

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 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.

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