Extracts conversations from Genesys using the Data Lake. You can restrict downloads to a particular division or queue list.
The Data Lake is the storage repository for conversations in Genesys, and it is typically updated every 24 hours, although it can occasionally take longer.
Downloading data from the Data Lake is very fast, when compared to other methods of downloading conversations (see the 'conversations' action which uses a different, slower, but more up-to-date method).
This action has a start_date parameter, and will proceed up to the end_date. If no end_date is provided, it will continue up to the latest data available in the Genesys Data Lake.
It will log the 'Data Lake Date' (the last date of data available in the Genesys Data Lake) and the 'Estimated remaining time' to complete the download.
If you do not specify a start_date, the action will start from the last savepoint.
In the event that there is no savepoint for 'conversations', it will use the START_DATE from configuration (which defaults to Midnight on 1 January 2024 if not defined).
The conversations are stored in the analytics_conversation table, and many others.
The conversation details include the conversation id, start and end dates, and division ids.
The participants include the participant id, role, and media type. The session details include the session id, media type, and session start and end dates.
For evaluation results and question-level scores, run the evaluations() action after this job completes.
The action sets the conversations_start_date and conversations_end_date variables to the start and end dates of the conversations extracted. This enables you to use these dates in
subsequent actions for example to calculate aggregated statistics.
Parameters
| Parameter | Description | |
|---|---|---|
| division_id | Optional | The division id to extract conversations from |
| queues | Optional | comma-separated list of queue-ids to restrict the download to. If not provided, downloads conversations for all queues. |
| start_date | Optional | The start date to extract conversations from |
| end_date | Optional | The end date to extract conversations to |
| savepoint | Optional | The savepoint name to use for the conversation download (default is 'conversations') |
| increment | Optional | The time increment to use to get conversation from the datalake. Default 1 day |
| timeout | Optional | The amount of time to wait for the datalake to return data. Default 30 minutes. |
Tables Affected
- analytics_conversation
- analytics_participant
- analytics_participant_attribute
- analytics_session
- analytics_session_metric
- analytics_conversation_segment
- analytics_session_flow_outcome
Variables Set
| Variable | Type | Description |
|---|---|---|
| conversations_start_date | date/time | The start date of the conversations extracted |
| conversations_end_date | date/time | The end date of the conversations extracted |
Permissions needed
- analytics:conversationDetail:view
Examples
- conversations_from_datalake()