Extracts conversations from Genesys using the realime events stream. Conversations are store in the analytics_conversation table.
The events stream is a real-time stream of events from Genesys, which reference conversations, and is generated by the queue_conversations background task when
the download_conversations parameter is set to true.
Once the background task is running, you can download conversations from Genesys as soon as they are finished.
By contrast, the conversations_from_datalake action downloads conversations from the Genesys Data Lake, which can be 24 or more hours behind.
The conversations are stored in the analytics_conversation, analytics_conversation_division, analytics_participant, analytics_participant_attribute, analytics_session, analytics_session_metric and analytics_conversation_segment tables.
For evaluation results and question-level scores, run the evaluations() action after this job completes.
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.
Parameters
| Parameter | Description | |
|---|---|---|
| savepoint | Optional | The name of the savepoint to use |
Tables Affected
- analytics_conversation
- analytics_conversation_division
- 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 earliest conversation start date |
| conversations_end_date | date/time | The latest conversation end date |
Permissions needed
- analytics:conversationDetail:view or analytics:agentConversationDetail:view
Examples
- conversations_from_realtime()