Customer Science

Recent Articles
CSI Roadmap and Backlog
Audience Feature Estimated Release Date Status Comments Customer CSI: Timeshift plugin March 2025 Limited Release Currently being delivered in limited beta - contact support for more information Architecture Genesys Adapter: Upgrade legacy licensing ...
User Groups
contactcentredb.usergroups Description Columns Name Type Default Nullable Children Parents Comment UserId varchar(255) false UserName varchar(255) true Level1Id varchar(255) true Level1Name varchar(255) true Level2Id varchar(255) true Level2Name ...
Transcript Segment
contactcentredb.transcript_segment Description Columns Name Type Default Nullable Children Parents Comment id varchar(255) false contact_id varchar(255) true participant_id varchar(255) true participant_role varchar(255) true content varchar true ...
Queue Observations
contactcentredb.queueobservations Description Columns Name Type Default Nullable Children Parents Comment QueueName varchar(255) false LastUpdate timestamp without time zone true AGENTS_ONLINE smallint true AGENTS_AVAILABLE smallint true ...
Queue Metrics
contactcentredb.queuemetrics Description Columns Name Type Default Nullable Children Parents Comment QueueNameKey varchar(255) false LastUpdate timestamp without time zone true StartDate timestamp without time zone true QueueName varchar(255) true ...

Popular Articles
CXiaaS Onboarding checklist
The below is a list of items to be confirmed as part of an effective onboarding for CXiaaS Item Reference Genesys Client ID and Secret configured Customer Science provides a process to create this with a defined permissions role Genesys Cloud OAuth ...
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)
PLEASE READ THE FOLLOWING CAREFULLY BEFORE ACCEPTING THESE TERMS AND REGISTERING FOR A FREE TRIAL, REGISTERING FOR A PAID TRIAL, OR ACCESSING AND/OR USING THE CUSTOMER SCIENCE GROUP, UCA CXIAAS (Customer eXperience Intelligence as a Service). This ...
CXiaaS: Customer hosted installation
You can host our solution within your own nominated data centre cloud-hosted environment. All you need is a Linux or Windows Server and an SQL server of your choice. We install our adapter, provide available analytics templates for out-of-the-box ...

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