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Overview

The eMite RTBI Engine maps data against a virtual multidimensional array. For data that has been onboarded into Elasticsearch data storage, each field is defined as either a Measure or Dimension.
These are called Predefined fields since the data reflects Genesys Cloud’s own metrics and dimensions, and relies on the definitions put in place by Genesys.

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This data dictionary includes both Predefined and Custom definitions.

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Index Summary

Each Index is populated with data from a particular Genesys Cloud API endpoint. This will determine the data types and granularity, as well as the measures and dimensions which will be included in the index.

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More details on Genesys Data Perspectives can be found at the Genesys Cloud Developer Center here.

API to Index Mapping

eMite Index	API Endpoint	Data Perspective	Index Description	Polling Frequency
Adherence Day Metrics	/api/v2/workforcemanagement/adherence/historical	Aggregates, 1 day interval	Historical adherence reports (Today)	Every 1 Hour
Adherence Exceptions	/api/v2/workforcemanagement/adherence	Aggregates, 1 day interval	User Schedule reports (Today)	Every 1 Hour
Adherence Day Metrics‡	/api/v2/workforcemanagement/adherence/historical	Aggregates, 1 day interval	Historical adherence reports (60 Day Lookback)	Every 1 Day
Adherence Exceptions‡	/api/v2/workforcemanagement/adherence	Aggregates, 1 day interval	User Schedule reports (60 Day Lookback)	Every 1 Day
Agent History	/api/v2/analytics/conversations/aggregates/query	Aggregates, 30 minute interval	Aggregate metrics for interactions, grouped by Agent	Every 5 Minutes
Agent Observations	/api/v2/analytics/users/observations/query	Observations	Current data for users	Every 10 Seconds
Agent Presence History	/api/v2/analytics/users/aggregates/query	Aggregates, 30 minute interval	High-level summary of user activity	Every 1 Hour
Agent State History	/api/v2/analytics/users/details/query	Detail Records	User activity data at the individual status-change level	Every 5 Minutes
Call Segments	/api/v2/analytics/conversations/details/query	Detail Records	Audit style records for interactions	Every 5 Minutes
Call Conversation History †	/api/v2/analytics/conversations/details/query	Detail Records	Call Segment data as above, filtered by voice & callback
Chat Conversation History †	/api/v2/analytics/conversations/details/query	Detail Records	Call Segment data as above, filtered by chat
Email Conversation History †	/api/v2/analytics/conversations/details/query	Detail Records	Call Segment data as above, filtered by email
Queue History	/api/v2/analytics/conversations/aggregates/query	Aggregates, 30 minute interval	Aggregate metrics for interactions, grouped by Queue	Every 5 Minutes
Queue Skills History	/api/v2/analytics/conversations/aggregates/query	Aggregates, 30 minute interval	Aggregate metrics for interactions, including Skill & Language data	Every 5 Minutes
Queue Observations	/api/v2/analytics/queues/observations/query	Observations	Current data for queues	Every 10 Seconds
Campaign History	/api/v2/outbound/campaigns/{campaignId}	Detail Records	Outbound campaign overview	Every 5 Minutes
Campaign Interactions	/api/v2/outbound/campaigns/{campaignId}/interactions	Detail Records	Outbound campaign interaction details	Every 5 Minutes
Campaign Progress	/api/v2/outbound/campaigns/{campaignId}/progress	Detail Records	Outbound campaign progress overview	Every 5 Minutes
Campaign Stats	/api/v2/outbound/campaigns/{campaignId}/stats		Deprecated Index	Every 5 Minutes
Campaign Status	/api/v2/outbound/campaigns	Detail Records	Outbound campaign interaction overview	Every 5 Minutes
Contact List Stats	/api/v2/externalcontacts/contacts	Detail Records	Contact List details	Every 1 Day
Quality Evaluations †	/api/v2/analytics/evaluations/aggregates/query	Aggregates, 30 minute interval	Aggregated metrics for evaluations
Quality Evaluations Detailed †	/api/v2/quality/conversations/{conversationId}/evaluations/{evaluationId}	Detail Records	Evaluations scores by question
Quality History Agent	/api/v2/analytics/evaluations/aggregates/query	Aggregates, 30 minute interval	Evaluations data by user	Every 1 Hour
Quality History Queue	/api/v2/analytics/evaluations/aggregates/query	Aggregates, 30 minute interval	Evaluations data by queue	Every 1 Hour
Quality History Raw	/api/v2/quality/conversations/{conversationId}/evaluations/{evaluationId}	Detail Records	Evaluation scores by question	Every 1 Hour
Wrapup Codes History	/api/v2/analytics/conversations/aggregates/query	Aggregates, 30 minute interval	Aggregate metrics for interactions, grouped by Wrap-up Codes	Every 5 Minutes

Info

† Index in Beta

‡ A single query is used for both Adherence indexes, however there are two separate schedules in place with different lookback periods.

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Measure Definitions

There are a number of Predefined Measures in eMite indexes which are mapped directly to Genesys Cloud metrics. Since these exist as base-level metrics in Genesys Cloud, there is no data manipulation or calculation to arrive at these values.

A small number of common measures, such as Average Speed of Answer or Service Level %, are not provided as metrics and must be calculated as Custom Measures using eMite KPI Management. These Custom Measures are calculated using the definitions outlined in the Genesys Resource Center.

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Predefined Measures

The predefined measures in Genesys Cloud are grouped according to their data perspective (observations, aggregates, or detail records) and type (user status, conversation, flow, etc.)
Some measures in each data perspective type may be relevant to multiple eMite indexes.

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Expand

title	Legacy Measure Definitions

eMite Measure	Genesys Metric Name	Alias	Genesys Metric Definition	eMite Index
nError Count	nError Count	Error	The number of active sessions aborted due to an Edge or adapter error event.	Agent History, Queue History, Queue Skills History, WrapUp Codes History
nOffered Count	nOffered Count		The number of interactions offered to a queue by an Automatic Call Distributor (ACD).	Queue History, Queue Skills History
nOutboundAbandoned Count	nOutboundAbandoned Count		The number of outbound dialer calls that were abandoned.	Queue History, Queue Skills History
nOutboundAttempted Count	nOutboundAttempted Count		The number of oubound calls attempted.	Agent History, Queue History, Queue Skills History
nOutboundConnected Count	nOutboundConnected Count		The number of outbound calls that connected.	Agent History, Queue History, Queue Skills History
nOverSla Count	nOverSla Count		The number of answered interactions that were over the SLA threshold.	AgentHistory, QueueHistory
nStateTransitionError Count	nStateTransitionError Count		The number of errors caused by Edge clock skew.	AgentHistory, QueueHistory
nTransferred Count	nTransferred Count		The number of interactions transferred. This includes blind and consult transfers.	AgentHistory, QueueHistory
tAcd Count	tAcd Count		The amount of time an Automatic Call Distributor (ACD) was involved in an interaction.	AgentHistory, QueueHistory
tAcd Max	tAcd Max			AgentHistory, QueueHistory
tAcd Min	tAcd Min			AgentHistory, QueueHistory
tAcd Time	tAcd Sum			AgentHistory, QueueHistory
tAcw Count	tAcw Count		The amount of time spent in after call work.	AgentHistory, QueueHistory, WrapUpCodesHistory
tAcw Max	tAcw Max			AgentHistory, QueueHistory, WrapUpCodesHistory
tAcw Min	tAcw Min			AgentHistory, QueueHistory, WrapUpCodesHistory
tAcw Time	tAcw Sum			AgentHistory, QueueHistory, WrapUpCodesHistory
tAgentResponse Count	tAgentResponseTime Count		The amount of time the user spent waiting for a response from the agent.	AgentHistory, QueueHistory
tAgentResponse Max	tAgentResponseTime Max			AgentHistory, QueueHistory
tAgentResponse Min	tAgentResponseTime Min			AgentHistory, QueueHistory
tAgentResponse Time	tAgentResponseTime Sum			AgentHistory, QueueHistory
tAnswered Count	tAnswered Count		The amount of time an interaction waited to be connected to an agent.	AgentHistory, QueueHistory, WrapUpCodesHistory
tAnswered Max	tAnswered Max			AgentHistory, QueueHistory, WrapUpCodesHistory
tAnswered Min	tAnswered Min			AgentHistory, QueueHistory, WrapUpCodesHistory
tAnswered Time	tAnswered Sum			AgentHistory, QueueHistory, WrapUpCodesHistory
tHandle Count	tHandle Count		The complete time an agent spent on an interaction, includes time spent contacting, time spent dialing, talk time, hold time, and after call work.	AgentHistory, QueueHistory, WrapUpCodesHistory
tHandle Max	tHandle Max			AgentHistory, QueueHistory, WrapUpCodesHistory
tHandle Min	tHandle Min			AgentHistory, QueueHistory, WrapUpCodesHistory
tHandle Time	tHandle Sum			AgentHistory, QueueHistory, WrapUpCodesHistory
tHeld Count	tHeld Count		The amount of time an interaction was placed on hold.	AgentHistory, QueueHistory, WrapUpCodesHistory
tHeld Max	tHeld Max			AgentHistory, QueueHistory, WrapUpCodesHistory
tHeld Min	tHeld Min			AgentHistory, QueueHistory, WrapUpCodesHistory
tHeld Time	tHeld Sum			AgentHistory, QueueHistory, WrapUpCodesHistory
tHeldComplete Count	tHeldComplete Count		The overall hold time for an interaction.	AgentHistory, QueueHistory, WrapUpCodesHistory
tHeldComplete Max	tHeldComplete Max			AgentHistory, QueueHistory, WrapUpCodesHistory
tHeldComplete Min	tHeldComplete Min			AgentHistory, QueueHistory, WrapUpCodesHistory
tHeldComplete Time	tHeldComplete Sum			AgentHistory, QueueHistory, WrapUpCodesHistory
tTalk Count	tTalk Count		Time an agent spent talking/interacting.	AgentHistory, QueueHistory, WrapUpCodesHistory
tTalk Max	tTalk Max			AgentHistory, QueueHistory, WrapUpCodesHistory
tTalk Min	tTalk Min			AgentHistory, QueueHistory, WrapUpCodesHistory
tTalk Time	tTalk Sum			AgentHistory, QueueHistory, WrapUpCodesHistory
tTalkComplete Count	tTalkComplete Count		The overall time an agent spent talking/interacting.	AgentHistory, QueueHistory, WrapUpCodesHistory
tTalkComplete Max	tTalkComplete Max			AgentHistory, QueueHistory, WrapUpCodesHistory
tTalkComplete Min	tTalkComplete Min			AgentHistory, QueueHistory, WrapUpCodesHistory
tTalkComplete Time	tTalkComplete Sum			AgentHistory, QueueHistory, WrapUpCodesHistory
tVoicemail Count	tVoicemail Count		The amount of time spent in voicemail.	AgentHistory, QueueHistory
tVoicemail Max	tVoicemail Max			AgentHistory, QueueHistory
tVoicemail Min	tVoicemail Min			AgentHistory, QueueHistory
tVoicemail Time	tVoicemail Sum			AgentHistory, QueueHistory
tWait Count	tWait Count		The amount of time a party waited; the sum of tAnswered and tAbandon.	AgentHistory, QueueHistory, WrapUpCodesHistory
tWait Max	tWait Max			AgentHistory, QueueHistory, WrapUpCodesHistory
tWait Min	tWait Min			AgentHistory, QueueHistory, WrapUpCodesHistory
tWait Time	tWait Sum			AgentHistory, QueueHistory, WrapUpCodesHistory
tAgentRoutingStatus Time	tAgentRoutingStatus Sum		The amount of time an agent spent in a given routing status, such as interacting, idle, or not responding.	AgentPresence
tOrganizationPresence Time	tOrganizationPresence Sum		The amount of time spent in a user-defined status setting, such as "lunch at desk" or "writing emails".	AgentPresence
tAbandon Count	tAbandon Count		The amount of time before an end user abandoned an interaction in a queue.	QueueHistory
tAbandon Max	tAbandon Max			QueueHistory
tAbandon Min	tAbandon Min			QueueHistory
tAbandon Time	tAbandon Sum			QueueHistory
tIvr Count	tIvr Count		The amount of time spent in IVR.	QueueHistory
tIvr Max	tIvr Max			QueueHistory
tIvr Min	tIvr Min			QueueHistory
tIvr Time	tIvr Sum			QueueHistory
tUserResponse Count	tUserResponseTime Count		The amount of time spent waiting for an end user response.	QueueHistory
tUserResponse Max	tUserResponseTime Max			QueueHistory
tUserResponse Min	tUserResponseTime Min			QueueHistory
tUserResponse Sum	tUserResponseTime Sum			QueueHistory
tLongAbandon Count	tLongAbandon Count			QueueHistory
tLongAbandon Max	tLongAbandon Max			QueueHistory
tLongAbandon Min	tLongAbandon Min			QueueHistory
tLongAbandon Time	tLongAbandon Time			QueueHistory
tShortAbandon Count	tShortAbandon Count			QueueHistory
tShortAbandon Max	tShortAbandon Max			QueueHistory
tShortAbandon Min	tShortAbandon Min			QueueHistory
tShortAbandon Time	tShortAbandon Time			QueueHistory
tFlowout Count	tFlowout Count		The amount of time before an interaction was transferred out of a queue (and not answered by an agent).	QueueHistory
tFlowout Time	tFlowout Sum			QueueHistory
oInteracting	oInteracting Count		Observed number of current users interacting on PureCloud.	QueueObservations
oWaiting	oWaiting Count		Observed number of interactions waiting in a queue.	QueueObservations
ActiveAgents Count				QueueObservations
MemberUsers Count				QueueObservations
OffQueueAgents Count				QueueObservations
OnQueueAgents Count				QueueObservations
OnQueueAgents Idle Count				QueueObservations
OnQueueAgents Interacting Count				QueueObservations
OnQueueAgents Not Responding Count				QueueObservations
Adherence Percentage				AdherenceExceptions
AdherencePercentage Sum				AdherenceDayMetrics
ConformancePercentage				AdherenceExceptions
ConformancePercentage Sum				AdherenceDayMetrics
Exception Count				AdherenceExceptions
ExceptionTime AVG				AdherenceExceptions
ExceptionTime SUM				AdherenceExceptions
tAgentRoutingStatus Time				AgentPresenceHistory
tOrganizationPresence Time				AgentPresenceHistory
Status Duration Time				AgentStateHistory
Status Duration Minimum Time				AgentStateHistory
Abandon Rate				CampaignHistory
Abandon Rate Max				CampaignStats
Abandon Rate Min				CampaignStats
Abandon Rate Sum				CampaignInteractions, CampaignProgress, CampaignStats, CampaignStatus
Attempts Count				CampaignHistory
Attempts Min				CampaignStats
Attempts Max				CampaignStats
Attempts Sum				CampaignInteractions, CampaignStats, CampaignStatus
Calls Per Agent Count				CampaignHistory
Calls Per Agent Min				CampaignStats
Calls Per Agent Max				CampaignStats
Calls Per Agent Sum				CampaignInteractions, CampaignStats, CampaignStatus
Connection Ratio				CampaignHistory
ConnectRatio Sum				CampaignInteractions, CampaignStatus
Connects Count				CampaignHistory
Connects Min				CampaignStats
Connects Max				CampaignStats
Connects Sum				CampaignInteractions, CampaignStats, CampaignStatus
Idle Agent Count				CampaignHistory
Idle Agent Min				CampaignStats
Idle Agent Max				CampaignStats
Idle Agent Sum				CampaignInteractions, CampaignStats, CampaignStatus
Outstanding Call Count				CampaignHistory
Outstanding Call Min				CampaignStats
Outstanding Call Max				CampaignStats
Outstanding Call Sum				CampaignInteractions, CampaignStats, CampaignStatus
Percentage Avg				CampaignProgress
Percentage Sum				CampaignProgress
Priority Avg				CampaignProgress
Priority Sum				CampaignProgress
Size Avg				CampaignProgress
Size Sum				CampaignProgress
TotalNumberOfContacts Avg				CampaignProgress
TotalNumberOfContacts Sum				CampaignProgress
Contacted Max				ContactListStats
Contacted Min				ContactListStats
Contacted Sum				ContactListStats
ContactListCount				ContactListStats
ContactListCount Avg				ContactListStats
ContactListCount Sum				ContactListStats
Number of Times Connected				ContactListStats
Number of Times Connected Min				ContactListStats
Number of Times Connected Max				ContactListStats
AnswersTotalScore Avg				QualityEvaluations
AnswersTotalScore Sum				QualityEvaluations
AnswersTotalCriticalScore Avg				QualityEvaluations
AnswersTotalCriticalScore Sum				QualityEvaluations
AnswerScore Avg				QualityEvaluationsDetailed
AnswerScore Sum				QualityEvaluationsDetailed
NevaluationsCount Avg				QualityHistoryAgent, QualityHistoryQueue
NevaluationsCount Sum				QualityHistoryAgent, QualityHistoryQueue
Total Score Avg				QualityHistoryAgent, QualityHistoryQueue
Total Score Min				QualityHistoryAgent
Total Score Max				QualityHistoryAgent
Total Score Sum				QualityHistoryAgent, QualityHistoryQueue
Critical Score Avg				QualityHistoryAgent, QualityHistoryQueue
Critical Score Min				QualityHistoryAgent
Critical Score Max				QualityHistoryAgent
Critical Score Sum				QualityHistoryAgent, QualityHistoryQueue
Critical Score Unweighted Avg				QualityHistoryRaw
Critical Score Unweighted Sum				QualityHistoryRaw
Total Score Unweighted Avg				QualityHistoryRaw
Total Score Unweighted Sum				QualityHistoryRaw
Question Group Scores Total Score Avg				QualityHistoryRaw
Question Group Scores Total Score Sum				QualityHistoryRaw
Question Group Scores Total Critical Score Avg				QualityHistoryRaw
Question Group Scores Total Critical Score Sum				QualityHistoryRaw

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Custom Measures

Some Indexes also include a number of measures which have been created by eMite as either a Custom Measure (KPI), Calculated Measure, or Virtual Member.

Agent History