Genesys Cloud
reporting, defined.

Using AI to decide the next step in a customer's journey as it happens, rather than following a fixed script. Changes how you attribute outcomes, because the path is no longer the same for every customer.

The point where a bot hands the interaction off, usually because the customer asked for a person. Track this to see where self service stops working.

Building and running AI systems in a way that is transparent, fair, and accountable. In a contact center this shows up as disclosure, bias testing, and human review of automated decisions.

The software layer that coordinates what happens to a customer across channels and touchpoints. Sits above individual routing decisions.

The curated set of question and answer articles that agents and bots draw on. Article quality sets the ceiling on both self service containment and agent assist accuracy.

The identifier for the division a record belongs to. Divisions partition access, so this field determines who can see the data in a report.

The customer side of an interaction. Use this to separate customer behavior from agent behavior in participant level reporting.

The identifier for an Architect flow. Use it to tie interaction records back to the specific flow version that handled them.

A communication between a customer and your organization, whether that is a person, an IVR, or a bot. The business word for what the platform calls a conversation.

The organization's side of an interaction. Agents, bots, IVR, and queues all appear as internal participants.

The channel the interaction ran on. Voice, chat, email, callback, message, SMS, or social. Filter on this before comparing any volume or handle time figures.

The identifier for one party in a conversation. Aggregating on this without controlling for grain is a common source of double counting.

An individual participant in an interaction. One interaction routinely has several.

The identifier for a queue. The join key for almost all queue level reporting.

The identifier for one media session belonging to a participant. A single participant can hold more than one.

The disposition an agent selects when the interaction ends. Drives reason coding and outcome reporting, and only as clean as agent selection discipline allows.

A recorded message telling the caller the call cannot complete. Usually a carrier or capacity problem, not a routing decision.

The application a customer uses to share their screen with an agent. Relevant to support handle time and digital channel adoption.

A browser technology that lets the agent desktop talk directly to headsets and similar devices. Matters for call control from the headset itself.

Measures customer disconnects before the interaction reaches an agent.

The permission tier a user or group holds in a Documents workspace. Controls what they can read and change.

The routing engine that answers incoming interactions and assigns them to available agents. The source of nearly every queue metric you report on.

An AI assistant that surfaces answers, next steps, and suggested wording to the agent during a live interaction. Measure it on handle time and quality score, not on suggestion volume.

The two pieces of agent effort on an interaction, talk time and after call work. Useful when separating conversation time from wrap effort.

A virtual agent that handles voice interactions end to end without a person. Report containment and escalation separately so a handoff is not counted as a failure by default.

Using AI to coordinate the customer experience across channels rather than optimizing each channel on its own.

Automatically generating a written summary of a call or chat when it ends. Cuts after call work, and the summary quality depends on transcription quality.

Applying machine learning to large interaction datasets to surface patterns a person would not find by reading reports.

The reporting and analysis layer used to understand contact center performance. Covers real time views, historical views, and extracted data.

The Genesys product grouping covering real time and historical reporting. Named this way in Genesys packaging, not in day to day operations language.

The count of routed interactions an agent picked up in the period. The numerator for answer rate and the denominator for average speed of answer.

The automated menu that greets and directs incoming interactions before an agent is involved.

Routing that reads the reason for the contact and directs it to the best fit agent, rather than relying only on the number dialed.

Delivering content and offers tailored to the individual customer based on data, without a person choosing them each time.

Average time an agent spent speaking with a customer per talk segment. Segment based, so transfers and holds break a single call into several measurements.

An integration setting where a field updates in both systems when either one changes. Decide which system wins on conflict before turning it on.

A call that never connected because capacity ran out at the carrier or platform level. Blocked calls are a trunking problem, not a staffing problem.

A telephony model where you keep your own carrier contracts and connect them to the platform. Splits voice quality troubleshooting across two vendors.

A routing strategy that widens the pool of eligible agents in stages the longer an interaction waits. Reporting on skill match should account for which ring the interaction was answered in.

Internal messages exchanged between agents and supervisors during an interaction. Separate from the customer conversation.

The hosted application layer that handles switching and business logic. Distinct from the edge devices that handle media.

The configurable resources in your organization such as queues, flows, and skills. Divisions apply to these.

An interaction that reached an agent and was handled. Use it as a handled count, not an offered count.

A contact center delivered as cloud software rather than on premises hardware. The provider owns the platform and the upgrade cycle.

Automated conversation software that handles customer requests without an agent. Report on containment and escalation separately.

Chatbots and voice assistants that hold a natural conversation with a customer. Judge them on resolution, not on how human they sound.

The identifier for a full interaction. The correct grain for counting unique interactions and the anchor for stitching a customer journey together.

An AI assistant that supports a person in their role, whether agent, supervisor, or administrator. The assistant recommends, the person decides.

Putting customer data to work in decisions, personalization, and targeting rather than only storing and reporting on it.

Actively shaping the customer experience across touchpoints using behavioral data, instead of optimizing each interaction in isolation.

The practices aimed at keeping customers over time and deepening their relationship with the brand.

The named person at your organization authorized to open and manage cases with Genesys Customer Care.

How the interaction or segment ended. Values include client, peer, transfer, timeout, and error. Central to abandon and failure analysis.

The queue the ACD uses to match waiting interactions with eligible agents. The primary reporting unit for contact center operations.

A partition inside your organization used to separate configuration and data while staying in one org. Divisions decide who can see which reports.

The tones produced when a caller presses a phone key. How callers make IVR selections and enter account or card numbers.

Designing interactions that recognize the customer's situation and respond to it, rather than processing them through a fixed path.

The Genesys product grouping covering the tools employees use to do their work, including the desktop, scheduling, and performance.

The baseline role every user receives when added to the organization. Carries the fewest permissions.

A configured link to a communication provider. Where interactions enter and leave the platform.

Methods for tailoring an individual touchpoint to the customer based on what you know about them.

Designing and running the end to end journey for each customer rather than optimizing individual channels separately.

A customer record held outside your Genesys Cloud user directory. Used to attach interaction history to a known person.

The highest permission tier in a Documents group workspace. Grants full control over content in that workspace.

The full contact center package. Includes telephony, Architect flow design, and the collaboration features of the base platform.

The geographic area the platform infers from a user's IP address.

A shared Documents space where several users store and collaborate on files.

Communities of users organized by skill, location, function, or relationship. Used for collaboration and for targeting communications.

Service level is attributed to the interval in which the interaction was answered, not the interval it entered the queue. A spike that starts at the end of one interval can land in the next one, which is why interval charts and daily totals often disagree.

Personalization driven by real time data and AI, tuned to the individual rather than to a segment.

Time an agent spent on queue in the Idle routing status, available but not handling work. Read it as available capacity, not as unproductive time.

The Architect flow that determines what happens to a call once it reaches a published flow. Where containment is won or lost.

Experiences shaped around one customer's specific needs rather than a segment average.

The Genesys product grouping covering APIs and connectors to third party systems. Relevant when scoping CRM and data warehouse work.

The authoring tool for building, testing, and measuring knowledge content used by bots and agent assist.

The action of making yourself ineligible for routed work in a given queue.

The document authorizing your current carrier to release your numbers so they can be ported. A common source of go live delay when it is filed late.

A system generated connection between objects in an edge group. Telephony configuration rather than an operational concept.

Total time a user was signed in during the period. Signed in is not the same as available for work, so do not read this as productive time.

The interaction currently being handled that has been connected the longest. A real time supervisor figure.

The analytics count of interactions offered to a queue for agent selection. The standard denominator for service level and abandon rate.

The analytics count of transfers during an interaction. High values point to routing or skilling problems, not always agent behavior.

The current count of agents working on interactions the ACD routed to them.

The current count of agents working on interactions they were not routed, such as direct calls. Excluded from most occupancy calculations.

The status meaning the agent is signed in and ready for routed work. This is a routing state, not a presence state.

The number of agents currently on queue for a specific queue. A real time staffing figure, not a historical one.

A system state meaning the user is signed in. Signed in is not the same as ready for work.

The security standard governing organizations that handle payment card data. Drives recording pause, masking, and secure IVR requirements.

Software that tracks individual and team performance, identifies development needs, and supports coaching.

The rights attached to a role that control what a user can see and do. Reporting access is governed here.

Tables that hold do not call status for the phone numbers tied to a contact. Central to outbound compliance.

PRI is a type of ISDN connection

A named bundle of permissions assigned to users. Determines what a person can configure and which reports they can open.

The time a network packet takes to reach a destination and return. A leading indicator of voice quality problems.

The combination of queue, language, and skill an interaction travels through. Use it to explain why an interaction reached the agent it reached.

The state the system assigns an on queue agent based on current activity, such as Idle, Interacting, or Not Responding. Keep it separate from presence, which the agent sets.

The count of calls that used secure IVR, typically for payment capture. This time counts toward handle time even though the agent is not speaking.

Total time a connected interaction spent in secure IVR, typically for payment capture. Counts against handle time and is often overlooked.

The end timestamp of a state interval inside a session. Paired with segmentStart to calculate duration.

The start timestamp of a state interval inside a session. The anchor for most duration math in detail level reporting.

The period from sign in to sign out, or until the session otherwise ends. An informal concept, not a routing state.

Measures customer disconnects before the interaction reaches an agent.

A five or six digit number used to send and receive commercial text messages. Requires carrier registration before use.

The named person responsible for a physical location in the organization. Administrative, not operational.

A capability an agent must hold to be eligible for an interaction. Skill design drives both routing accuracy and how long interactions wait.

Audit records for background activity no user triggered. Useful when explaining changes nobody remembers making.

After call work time recorded once the interaction handling ends. A component of handle time and a frequent target for coaching.

A custom attribute attached to an interaction. Useful for reporting only if applied consistently.

The count of sessions in which the user was actively interacting during conversations.

Total time an agent spent speaking with the customer, measured per talk segment. Transfers and holds split one call into multiple segments.

The talk time family of measures. Total talk time sums every interaction in the period, maximum talk time is the longest single interaction, and average talk time divides total by count. Confirm which one a dashboard is showing before comparing teams.

The analytics measure of how long an interaction waited before an agent answered. Summed and divided by answered count, it gives average speed of answer.

Total handle time for an interaction. Usually talk plus hold plus after call work, plus dialing and contacting on outbound.

Total time the interaction sat on hold. Read it alongside talk time before drawing conclusions about agent efficiency.

The encryption protocol that protects data moving between systems. Required for signaling on most modern carrier connections.

The count of agents who could staff a queue based on membership. A capacity figure, not a count of who is working right now.

The sum of holding, waiting, and talking interactions at a given moment. A real time load figure available at several levels.

All the time an interaction spent in queue before it was answered, flowed out, or was abandoned. Broader than average speed of answer, which counts answered interactions only.

The count of interactions an agent answered in one queue and then sent elsewhere. High transfer rates usually point at routing or skilling, not at the agent.

A change in Salesforce pushed into Genesys Cloud in near real time. Relevant when reconciling CRM data against interaction data.

A configured link to a communication provider that carries voice traffic.

The voice interaction time that occupies a circuit. Excludes after call work because no circuit is held during wrap.

Time the agent and customer were actually speaking. The core component of handle time.

A contact center whose agents work from multiple locations rather than one site. Changes how you measure adherence and how you support connectivity.

The older browser chat channel. Genesys directs customers toward web messaging, which keeps conversation history across sessions.

Browser technology that carries voice and video without a plugin or a desk phone. The default softphone path for most cloud deployments.

Measures customer disconnects before the interaction reaches an agent.

The count of times after call work was completed. Distinct from the duration of that work, which is measured by tAcw.

The person handling customer interactions. In reporting, an agent is a user in an on queue state, not simply anyone with a license.

A dialing mode that places calls and plays a message without connecting an agent. Regulated tightly, so check consent and disclosure rules first.

Findings pulled from customer data using AI rather than manual analysis.

The edge process that determines whether an outbound call reached a live person, a machine, or a fax. Its accuracy drives abandonment rates on predictive campaigns.

Delivering inbound and outbound work to the same agents. Improves occupancy and complicates both forecasting and metric attribution.

The desktop or mobile software agents use to handle customer interactions.

The sequence of prompts, menus, and logic a caller moves through before reaching an agent.

A configured outbound effort that dials a list of numbers and delivers connections to a queue or flow.

A category describing a type of outbound call, such as emergency or long distance. Used to permit or block dialing.

A contact center platform reached over the web, handling inbound and outbound interactions without on site switching hardware.

A call center that handles every channel, not only voice. The term acknowledges that voice is one channel among several.

The campaign setting that determines how aggressively contacts are dialed. Preview, power, progressive, predictive, and agentless each trade agent idle time against abandonment risk.

The digits the carrier passes with an inbound call, identifying which of your numbers was dialed. Frequently the first routing decision.

The regulations and lists governing who an outbound program may contact. Violations carry per call penalties, so suppression accuracy matters more than campaign throughput.

The configuration that connects callers to public emergency services. Requirements vary by jurisdiction and must be validated per site.

The base inbound number a call routes to before it is directed to a specific extension.

The national suppression list maintained by the FTC. Predictive dialing is regulated separately by state and federal statute depending on the purpose of the call.

An Architect setting that treats multiple incoming digits as an extension number rather than as menu selections.

The master routing table that decides how inbound and outbound calls are directed. Also called a dial plan.

Whether the interaction started inbound or outbound, before any transfer changed its shape. Use this rather than segment direction for volume splits.

The Genesys product grouping for outbound campaigns. Built around reaching more right party contacts while keeping agents occupied.

Contacting a list of people through voice, SMS, email, or other channels as a coordinated program.

The rule that determines which trunk an outbound call uses. Routes and classifications together form the dial plan.

The trunk configuration that lets the platform place calls to parties outside your organization.

A dialing mode that waits for an available agent before placing the call. Slower than predictive, with far lower abandonment risk.

Using analytics and machine learning to anticipate what a customer will do next and what they are trying to accomplish.

A mode where the agent sees the next contact and chooses to dial or skip. Lowest throughput, highest preparation.

The least aggressive dialing mode. The agent reviews the record before the call is placed.

A dialing mode that places one call per available agent. Lower abandonment risk than predictive, lower agent utilization as well.

The logic attached to a campaign that triggers actions based on conditions, such as reordering contacts or stopping the campaign.

Conditions and actions that automate campaign behavior without manual intervention.

The configured hours that determine how inbound and outbound activity is handled at a given time. Schedules and reporting timezones must agree or your daily totals will not.

Delivering the customer's record to the agent's screen as the interaction arrives. A direct handle time lever when the integration is reliable.

The on screen wording and logic guiding an agent through an interaction.

The kind of state captured inside a session. Alert, interact, hold, wrapup, delay, contacting, and dialing are the common values.

State level suppression lists that operate alongside the federal registry. Several states enacted theirs before the federal list existed, and their rules are not identical.

A wrap up code that ends further dialing attempts on a contact, such as Right Party Contact or Do Not Call. Mapping these correctly is what stops repeat dialing.

A safeguard that uses the contact's local time to prevent dialing outside permitted hours.

A regular expression feature that allows either or matching. Used in routing and data validation logic.

A regular expression feature that tests position in a string without consuming characters. Used to pin a match to a start or end.

The conversion of spoken words into text. The input layer for voice bots and speech analytics, and the accuracy ceiling for both.

A regular expression feature that matches any one character from a defined set.

A character sequence representing a special character inside a string. Used in regular expressions and scripting.

The REST API used to extend the platform and extract data. The route to reporting the built in views cannot produce.

Your own suppression list. Federal rules give it precedence over exemptions in national and state do not call regulations.

A grouped set of Response Management responses. Keeps canned content organized for agents.

A specific physical place with an address. Sites attach to locations, and emergency services depend on them being accurate.

A regular expression element that changes how the following pattern matches, such as ignoring case.

A user's personal Documents space.

A script variable whose value is saved for use outside the script, typically for reporting or for passing to another system.

The Genesys product grouping covering the infrastructure and configuration layer beneath the products.

A regular expression feature that sets how many times the preceding element must appear for a match.

A published technical specification used across internet and telephony standards. Referenced when documenting protocol support.

The process of building the on screen guidance agents follow during an interaction. Covers wording and branching logic.

Sending data back to the system it originally came from, so the record of the interaction lives with the customer record.

The federal rule protecting consumers from deceptive telemarketing and restricting most robocalling. Sets hard limits on outbound programs.

Speech synthesis that turns written text into spoken audio. Removes the need to record every prompt.

Structured feedback given to an agent as part of quality management and development. Coaching timeliness drives whether the score changes behavior.

The calling party's number delivered with an inbound call. Used for screen pop and customer identification, and unreliable enough that it should not be the only identifier.

A recording played to callers, typically while they wait. Frequent, poorly timed announcements can raise abandons.

A speech recognition capability letting the caller answer before the prompt finishes. Improves experience for repeat callers and shortens IVR time.

The user permitted to see the results of a calibration exercise and compare evaluator scores.

An evaluation form question flagged as important to the outcome of the interaction. Weighted more heavily than a standard question.

The key used to encrypt stored recordings so the contact center can meet payment card security requirements.

The scorecard used to assess agent performance on a recorded interaction. Its structure drives what quality data you can report on.

The evaluator whose scores serve as the benchmark during a calibration. Everyone else is measured against them.

An evaluation question that zeroes the entire form when answered No. Reserved for compliance failures, and it distorts average quality scores if used loosely.

Analyzing customer behavior across touchpoints and over time to understand what actually drives outcomes.

A quality policy that assigns evaluations at a set rate, such as five per hour, rather than all at once.

A supervisor listening to a live interaction as it happens.

The rules that decide which recordings are kept, archived, deleted, evaluated, or calibrated. Set these before you need the recordings.

A user permitted to complete evaluations and calibrations. Evaluator assignment affects scoring consistency.

The processes and tools used to confirm that interactions are handled well and to improve them over time.

The rules deciding which recordings are retained, archived, deleted, evaluated, or calibrated. Set these before you need the recording, because they cannot be applied retroactively.

Network traffic prioritization that protects voice from competing with other traffic. Missing QoS is one of the most common causes of poor call quality.

A set of evaluation questions grouped together for scoring and reporting. Determines how quality results roll up.

The reference score used to compare evaluators during a calibration.

Analysis of voice recordings or live calls using natural language understanding, producing searchable topics, sentiment, and trends from conversations nobody has time to listen to.

The work mode an agent is in, such as On Queue, Available, or Offline. Presence is agent set, routing status is system set, and mixing them produces misleading adherence numbers.

Records that move through the system as part of an interaction, as opposed to configuration that sits still.

The identifier for a user or agent. The join key for all agent level reporting.

The importance assigned to each evaluation question. Two teams with the same form and different weights will not produce comparable scores.

The flow design application. Builds and runs the routing and self service logic behind every media type on the platform.

In Documents, metadata used to standardize how content is organized.

An audio file Architect plays to guide the caller. Prompt design directly affects containment and abandon behavior.

Building a spoken phrase by playing several audio files in sequence, such as reading back an account number.

The Genesys product grouping covering inbound, outbound, and self service channels.

Turning unstructured content from voice, email, and chat into structured data you can search and report on. The foundation for speech and text analytics.

Mapping and connecting interactions across touchpoints in order to improve the overall path rather than any single step.

Using AI to place a customer into the right segment automatically, so treatment and routing can differ by segment.

A number tied to a physical location so emergency responders are sent to the right place. Required where site based emergency dialing applies.

A script variable whose value is supplied from outside the script, typically from the routing flow or a screen pop.

The automated voice system that greets, identifies, and routes callers using key presses or speech. Where self service containment is measured.

The sequence of steps a customer takes to reach their goal. Spans channels and sessions, which is why single interaction metrics understate effort.

Documenting the steps and perceptions a customer has while trying to accomplish something with you.

The question and answer content bots and agents draw on during interactions.

A related session started from within an existing interaction, such as a screen share opened during a call.

Configuring endpoints, classifications, and routing rules for a specific site or location.

A supervisor directing a waiting interaction to a specific agent instead of letting the ACD choose. Useful in exceptions and disruptive to routing metrics if used routinely.

Individual users whose membership can extend to a group, workspace, or queue. Membership drives both access and routing eligibility.

A set of options a caller chooses from by key press or speech. Menu depth is a strong predictor of abandonment.

Supporting several channels such as voice, chat, email, callback, and social. Multichannel means the channels exist. It does not mean they share context.

The status indicating the user is signed out of the platform.

The Genesys product grouping for the agent desktop across every channel.

The agent status meaning the agent is on break and not receiving work. Break is scheduled time, so keep it separate from unavailable time in adherence reporting.

The Genesys product grouping covering IVR based self service that resolves requests without an agent.

Call categories at a site that carry their own routing instructions, such as international or emergency.

Routing that matches an interaction to an agent holding the required skills. More precise than queue only routing, and it increases wait time when the skilled pool is thin.

Free text labels users apply to files in Documents.

A person or programmatic entity with an account on the platform. Not every user is an agent.

The media type covering phone calls, voicemail, and callback requests.

The Genesys product grouping covering intelligent distribution of interactions to the right agents.

A container that organizes related files in Documents.

Navigation showing where you are in the interface hierarchy.

Electronic protected health information as defined by HIPAA. Presence of ePHI changes recording, retention, and masking requirements.

Information that can identify an individual, alone or combined with other data. Its presence determines masking, retention, and who may open a report.

The unique system identifier for a specific phone.

The unique name a station needs in order to send and receive calls.

A feature that connects incoming calls to the agent without the agent accepting. Shortens alert time and changes how alert metrics read.

A set of on premises edge devices connected to each other over a fast local link, working together to handle telephony.

A deployment where edge devices are hosted in the cloud rather than in your building.

Another name for the number plan, the master table controlling call routing.

The naming system that resolves names to network addresses. DNS problems present as intermittent registration and connectivity failures.

The device that handles telephony events and media at the boundary of the cloud network in a premises deployment.

A language feature where nouns belong to classes that must agree with other words. Relevant when building prompts and text to speech in languages that use it.

A regular expression feature that marks subexpressions and captures parts of the matched string.

A collection of one or more SIP lines. Part of telephony configuration.

The network inside a single building or campus. LAN quality directly determines voice quality for on site agents.

The telephone company exchange where subscriber lines terminate.

A private telephone system operating inside an organization. Often the system a cloud contact center is replacing or integrating with.

Basic analog telephone service over copper lines. Still used for elevators, alarms, and fax where nothing else is certified.

Preparing and activating a device or service so it can carry traffic. Standard telecom setup work.

The global public telephone network. Anything leaving your organization by voice traverses it.

A pattern syntax for matching text. Used in routing logic, data validation, and analytics topic definitions.

Prepared wording an agent can insert, used where language must be consistent or legally approved.

The circuit connecting a SIP carrier to an edge device. Trunk capacity sets the hard ceiling on concurrent calls.

A container holding phone and premises edge configuration for a location. Every site needs a designated location.

Text messaging to mobile devices, limited to 160 characters per message. Longer messages are split, which affects both cost and delivery reporting.

The three tone sequence indicating why a call failed. Outbound call analysis uses these to classify failures.

A named logical entity that can place and receive calls. What an agent is associated with when they take a call.

A dedicated circuit linking two points directly, without dialing.

Carrying phone calls over an internet connection rather than traditional phone lines.

A network spanning a large geographic area. WAN performance shapes voice quality for distributed sites.

An AI assistant for administrators, aimed at configuration and operational tasks rather than live customer interactions.

A callback an individual agent owns, so the same agent returns the call. Improves continuity and constrains scheduling.

A forecasting approach that tests several models, handles outliers and missing data, and selects the best performer automatically.

The Genesys product grouping covering workforce optimization, configuration, measurement, and system integration.

Running the daily operation, including forecasting, scheduling, training, and reporting.

Using automated monitoring of interactions to confirm adherence to scripts, regulations, and internal standards, instead of sampling by hand.

Running daily contact center operations across every channel and touchpoint the customer journey passes through.

The share of scheduled time agents are not available for customer work. Ignoring shrinkage is the most common cause of understaffing.

Administering the sequence of tasks and processes the workforce moves through.

Aligning staffing and scheduling with what the business needs, across both strategic and day to day horizons.

Training content tailored to the individual learner rather than delivered uniformly.

A forecasting approach that combines several models into a single forecast, usually more stable than any one model alone.

The standard time bucket for measuring contact center activity, commonly 15 or 30 minutes. Nearly every disagreement about daily totals traces back to which interval a metric was attributed to.

The share of forecast or received volume falling in a given period of the day. The basis for distributing a daily forecast across intervals.

When a completed evaluation was shared with the agent, or is scheduled to be. Coaching timeliness depends on this.

Service level calculations ignore your queue operating schedule. Interactions arriving outside published hours can still land in the denominator, which drags the number down for reasons unrelated to staffing.

A group of agents managed together by a supervisor. The reporting unit above the individual agent.

The Genesys product grouping covering forecasting, scheduling, quality, and performance, aimed at lowering operating cost while managing employee performance.

Unique identifier for the full interaction.

Timestamp when the conversation started.

Timestamp when the conversation ended.

Original direction of the interaction.

Divisions associated with the conversation.

Minimum voice quality MOS score across conversation.

Minimum R Factor across conversation.

External tag or identifier applied to conversation.

Evaluation references attached to conversation.

Survey references attached to conversation.

Unique identifier for participant within the conversation.

Display name for participant.

Role of participant in conversation.

Genesys user ID when participant is a user or agent.

Queue ID associated with queue or ACD participant.

Team ID associated with agent.

Key value attributes attached to participant.

External contact record linked to participant.

Organization linked to external contact.

Caller number on voice session where available.

Unique session identifier under a participant.

Media type of session.

Direction of session.

Provider or edge/channel source used for the media session.

Peer endpoint or session identifier.

Remote endpoint data.

Dialed number or destination endpoint.

Calling number or originating endpoint.

Selected or targeted agent ID for routing.

Requested routing methods or targets.

Timestamp when segment state started.

Timestamp when segment state ended.

State of the session during the segment.

How the segment or session ended.

Queue associated with segment if routed through ACD.

Wrap up code applied to the segment.

Agent notes captured during wrap up.

Error code when segment fails.

SIP response codes for voice signaling.

Whether segment was part of a conference.

Unique queue identifier.

Queue name.

Owning division.

Queue description.

Media specific queue settings.

Configured routing and skill rules.

Outbound caller ID name for queue.

Outbound caller ID number for queue.

After call work requirements for the queue.

Queue service level target configuration.

Unique Genesys user identifier.

User display name.

User email address.

User account state.

Department value on profile.

Job title on profile.

Manager user identifier.

Assigned division.

Current routing status.

Current presence state.

Unique Architect flow identifier.

Flow name.

Type of Architect flow.

Published flow version.

Flow outcome identifier.

Result value for outcome.

Reason flow disconnected or ended.

Reason interaction entered flow.

Reason interaction exited flow.

Milestone reached during flow.

Unique WFM business unit ID.

Unique WFM management unit ID.

Unique planning group ID.

Schedule identifier.

Forecast identifier.

Schedule activity code identifier.

Scheduled activity start time.

Scheduled activity end time.

Whether agent is in or out of adherence.

Planned or actual shrinkage percentage.

Unique digital message ID.

Persistent digital thread ID where available.

Direction of digital message.

Delivery or processing status for message.

Unique outbound campaign ID.

Outbound campaign name.

Outbound dialing strategy.

Source list ID for outbound contacts.

Contact record ID within list.

Unique QA evaluation ID.

QA form used for the evaluation.

Total evaluation score.

Agent evaluated.

Data action identifier.

Data action name.

The full customer interaction across participants, media sessions, segments, transfers, and outcomes.

A customer, agent, IVR, queue, ACD, bot, external system, or other participant involved in the conversation.

A media specific session such as voice, callback, email, message, or chat.

A state transition such as alert, interact, hold, wrapup, delay, contact, dialing, or disconnect.

Recorded measure such as tTalk, tHold, tHandle, nTransferred, tAnswered, and counts.

ACD destination used to route interactions to agents based on skills, routing rules, and membership.

A skill or language capability used to match interactions to agents.

Agent selected business outcome after an interaction.

Genesys user account representing agents, supervisors, admins, bots, or service accounts.

User availability state such as Available, Busy, Away, Break, Meal, Meeting, or Offline.

Inbound, outbound, secure call, bot, survey, or message flow built in Architect.

Named outcome used to measure whether a flow reached a desired result.

Persistent or asynchronous digital message interaction.

Email interaction routed or tracked through Genesys Cloud.

Campaign used for preview, progressive, predictive, or agentless outbound dialing.

Source list of outbound contacts and phone numbers used by campaigns.

Individual outbound contact record with one or more callable endpoints.

WFM container for planning groups, management units, forecasts, schedules, and staffing.

WFM group that contains agents and scheduling rules.

Defines workload by queues, media types, route paths, and skills.

Published or generated schedule for agents.

Quality assessment completed against an interaction.

Process used to align evaluators on scoring consistency.

Knowledge articles and content used by bots, agents, and copilots.

Action that calls external API endpoints from flows or scripts.

Customer profile used for contact matching and journey context.

Use for detailed lifecycle reconstruction.

Match Genesys UI filters.

Observation data is not historical fact table.

Separate presence from routing status.

Requires agreed containment logic.

WFM metric logic can differ from interaction analytics.

Threading and async behavior require business rules.

Compliance logic is separate from analytics.

Join to conversationId where available.

Availability depends on licensed features.

Critical for IVR and bot dependency mapping.

Use official columns as business alignment layer.

Create a certified definition for every executive metric.

Build fact tables by grain and avoid mixing grains in a single flat table.

Assign one preferred source for each reporting need.

Define reporting timezone and date attribution logic.

Classify and mask sensitive fields.

Track dictionary version, definition owner, and approval date.

Mark whether object applies to the customer org.

Create certified dashboards and label exploratory reports.

Review dictionary when routing, queue, flow, or wrap up changes occur.

Reconcile API totals against Genesys UI during build.