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.
More details for PureCloud metric definitions can be found at the Genesys Cloud Developer Center here.
Additionally, the eMite RTBI engine allows for the creation of custom Measures and Dimensions. These include KPIs, Calculated Measures, Grouped Members, and Virtual Members.
These Custom fields do not exist in the data storage. Instead, these can be considered pre-sliced or pre-filtered fields where a specific definition has been configured in the eMite KPI Management.
This data dictionary includes both Predefined and Custom definitions.
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.
Some indexes - such as Workforce Management and Quality Evaluations - will only be available where the equivalent module has been configured and enabled in Genesys Cloud.
The Data Perspective indicates whether the Genesys API returns observations data, aggregated data, or detailed records. For aggregated data, this also indicates the interval by which the data is aggregated in the API response.
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 |
† Index in Beta
‡ A single query is used for both Adherence indexes, however there are two separate schedules in place with different lookback periods.
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.
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.
For example, the measures from Conversation Aggregates can be grouped by either agent or queue, so many of these predefined measures appear in both Agent History and Queue History indexes.
The following tables include the naming & definitions for predefined measures and the eMite Index where these measures can be found, as well as the alias naming used for these measures. The metric name matches the naming used in the Genesys APIs, while the Alias name matches the naming used in the Genesys Cloud Interface.
More information about metric categorization in the Genesys APIs can be found at the Genesys Developer Center.
Conversation Aggregate Measures
These measures generally include historical data for both agents and queues.
User Aggregate Measures
Evaluation Aggregate Measures
Legacy Measure Definitions
This table includes all legacy names, aliases, and definitions for predefined measures.
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
Agent Observations
Call Segments
Queue History
Queue Observations
Agent Presence History