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Customer Science
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public.vwuserroutingstatusdetaileddata
Description User routing status periods only, including OFF_QUEUE; presence periods are in vwUserPresenceDetailedData Table Definition CREATE VIEW vwuserroutingstatusdetaileddata AS ( SELECT (upd.userid)::text AS user_id, (upd.routingstatus)::text AS ...public.vwinteractionlegdatav2
Description Performance-optimized sibling of vwInteractionLegData (single pass over detailedinteractiondata, predicate pushdown friendly). Same output plus conversationstartdate (UTC) appended; filter on it for partition pruning. No built-in row ...public.mvwinteractionlegdata
Description Table Definition CREATE MATERIALIZED VIEW mvwinteractionlegdata AS ( SELECT vwinteractionlegdata.conversationid, vwinteractionlegdata.interactionid, vwinteractionlegdata.conversationstartdateltc, ...public.vwuserlanguagemappings
Description User routing language assignments with user and division context Table Definition CREATE VIEW vwuserlanguagemappings AS ( SELECT (ulm.userid)::text AS user_id, (ud.name)::text AS user_name, (ud.divisionid)::text AS division_id, ...public.vwinteractionlegdata
Description One row per answered interaction leg (queue plus agent handling pair) with rolled-up IVR/queue/talk/hold/wrap times, transfer chain, and per-leg wrap-up/disconnect/Genesys metrics. Abandoned interactions (queued, never handled) produce no ...
Popular Articles
public.vwlearninguserassignmentsummary
Description Comprehensive user-centric view combining learning assignments and results. Shows complete learning lifecycle per user including assignment status, completion status, and performance metrics. Key relationships: userdetails -> ...Service Commitments
Customer Science Group works to respond to and restore incidents within the timeframes set out in the table below. These times are not guaranteed and there are situations (see examples in Appendix 1) where longer timeframes are reasonably required. ...Queue Grouping Metrics
Background Some customers may have excessive numbers of Genesys Cloud queues defined due to the nature of their business and or various legacy reasons. Managing hundreds of queues can present challenges in finding, sorting and filtering queue related ...End User Licence Agreement (EULA)
End User Licence Agreement – Customer Science Insights Platform The Customer Science Insights Platform referred to as the CSI platform and its associated applications and related services, websites and tools (together the Platform) is owned and ...Genesys Cloud OAuth for Genesys Adapter
Introduction These instructions are to be used to complete the necessary configuration of the Genesys Cloud instance required to allow the Customer Science Group Genesys Adapter to extract the required analytical data from your dedicated Genesys ...