conversations_from_realtime

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, analytics_session_metric2 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
store_legacy_session_metrics Optional Whether to continue populating the legacy analytics_session_metric table. Default true.
api_chunk_size Optional The number of conversation IDs sent to Genesys per details request. Default 25. Maximum 100.
upsert_batch_size Optional The number of conversations to enrich and upsert per batch. Default 200.

Tables Affected

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()