Extracts Aggregated user statistics from Genesys Cloud, including initial direction. Statistics are stored in the user_aggregation3 table. The optional metrics parameter accepts comma-separated metric groups. Group breakdown: transfers_and_consults=[nBlindTransferred,nConsult,nConsultTransferred,nTransferred]; outbound_and_dialing=[nOutbound,nOutboundAbandoned,nOutboundAttempted,nOutboundConnected,tDialing,tContacting,tFirstDial]; connection_and_handling=[nConnected,tConnected,tAnswered,tHandle,tTalk,tTalkComplete,tAcw,tFlowOut]; queue_wait_and_service_level=[nOffered,nOverSla,oServiceLevel,oServiceTarget,tWait,tAcd,tAlert,tAbandon,tShortAbandon]; messaging_and_media_volume=[nBotInteractions,nCobrowseSessions,oExternalMediaCount,oMediaCount,oMessageCount,oMessageSegmentCount,oMessageTurn]; callbacks_and_response_times=[tActiveCallback,tActiveCallbackComplete,tAgentResponseTime,tAverageAgentResponseTime,tAverageCustomerResponseTime,tUserResponseTime,tFirstConnect,tFirstEngagement,tFirstResponse,tNotResponding]; supervision_and_assist=[tBarging,tCoaching,tCoachingComplete,tMonitoring,tMonitoringComplete]; hold_park_and_voicemail=[tHeld,tHeldComplete,tPark,tParkComplete,tIvr,tVoicemail]; errors_and_anomalies=[nError,nStateTransitionError]. Selected groups are expanded to metrics and must total 20 or fewer metrics per run.
Parameters
| Parameter | Description | |
|---|---|---|
| start_date | Optional | The start date for the aggregation period. If not provided, will use the savepoint start date minus 1 day |
| end_date | Optional | The end date for the aggregation period. If not provided, will default to the current time |
| granularity | Optional | The granularity of the aggregation. This should be a time interval such as '15 minutes'. Default is 15 minutes. |
| user_batch_size | Optional | Optional user-id batch size for aggregates queries. If supplied queries for aggregates in batches of the specified users, otherwise will query all users in a time period. |
| metrics | Optional | Optional comma-separated metric groups. If omitted, uses the default metric set. Group selections are limited to 20 metrics per request. |
| savepoint | Optional | If set, will use the named savepoint. Default is 'user_aggregation3' |
Tables Affected
Variables Set
No variables set.
Permissions needed
- analytics:conversationAggregate:view
Examples
- user_aggregations3()