analytics_conversation

Table Type: Historical Data

This table contains the conversation data. The conversation record is the fundamental entity for all interactions in Genesys.

Every interaction is part of a conversation. The model is that different participants join a conversation from time to time, until none are left. This is called a session, and each
participant witin the conversation can have multiple sessions, which may run one after the other, or (if they are of different media types) may happen at the same time.
A callback conversation, for example, might contain multiple sessions for the agent, one for each telephone number that was called, but only one session for the customer.

The converation will have multiple participants, and each participant has a 'purpose'. This is the role that the participant is playing in the conversation. The participant can be a customer, an agent, a bot, etc.

A conversation can be re-opened once it has ended, and often is - this occurs when a new email arrives from a customer that has the same subject as a previous one. So a conversation will often include
more than one interaction from a customer.

Finally, the conversation partipant will be in multiple segments - each segment is a part of the conversation that is continuous in time. The segment will have a start and end time, and represents a phase of their
involvement in the conversation - For example, an agent on a call may have alerting, connected, holding, connected and wrap segments.

Columns

Column Type Modifiers Notes
conversation_id string Primary Key The unique conversation id.
db_last_updated datetime When this record was last updated in UTC.
db_when_created datetime When this record was created in UTC.
conversation_initiator string One of: acd, agent, api, botflow, campaign, customer, dialer, external, fax, group, inbound, ivr, manual, outbound, station, user, voicemail, voicesurveyflow or workflow
originating_direction string inbound or outbound
conversation_end datetime The time the conversation ended in UTC. Note that conversations still in progress at the time of download will have this field as NULL. Also note that conversations can be re-opened at any time
conversation_start datetime The time the conversation started in UTC.
customer_participation boolean Indicates a messaging conversation in which the customer participated by sending at least one message.
external_tag string External tag for the conversation.
media_stats_min_conversation_mos double
media_stats_min_conversation_rfactor double
self_served boolean Indicates whether all flow sessions were self serviced.

Actions and Background Tasks

Actions