CX Vizz is Kerv’s tool for downloading data from cloud services and storing it in a database for further analysis and reporting for Genesys Cloud CX Contact Centre.
CX Vizz helps you make the most of your Genesys Cloud CX contact centre data by downloading information from your cloud service and storing it in a simple database system such as Microsoft SQL Server or Postgres.
It runs in the cloud, and helps you use your existing data visualization tools to see what’s going on in your contact centre.
CX Vizz allows you to use standard business intelligence tools, such as PowerBI, Grafana or Tableau as well as any other tools that are compatible with relational databases.
Lifecycle
CX Vizz R200-8 was released on 6th July 2026
Executive Summary
This release improves the reliability and depth of the Genesys data pipeline, expands knowledge base reporting, strengthens user/contact synchronization, and adds operational improvements around background processing, ingestion, and package maintenance.
Detail
- Added new extraction capabilities for:
• Sentiment data
• Speech/Text Categories
• Workitems (Genesys Work Automation/Task Management), including custom fields
• Session Activity Summary action - Added One-shot execution mode improvements for targeted run scenarios.
- Added survey data enhancements, including storage of survey question and answer option metadata.
- Added paging controls (for example, page_size on datalake actions) and user aggregate improvements (jobs API + metric filtering).
Key fixes and reliability improvements
- Fixed multiple WFM issues (week handling, deleted/stale entity checks, missing management unit handling) and improved resilience of schedule/time-off extraction.
- Added soft-delete handling for missing WFM agent schedules within extraction windows.
- Improved transcript and realtime ingestion stability (memory optimization, OOM-related fixes, better batching).
- Fixed queue conversation connected-time population and queue histogram handling for overlapping interactions.
- Added stricter date-range validation for recording/transcript actions to prevent invalid runs.
- Improved savepoint progression and high-volume batching behaviour across several actions.
- Added configurable SQL command timeout ( SQL_COMMAND_TIMEOUT_SECONDS ) and aligned timeout behaviour across providers/migrations.
- Improved migration execution strategy, including deferred migration support for heavier DB changes.
Security, operations, and platform hardening
Updated dependencies for security
Installation
The new docker image for CX Vizz R200 can be downloaded from the docker.kervexperience.net website in the usual way, and is tagged “cxvizz2:R200-8”