Overview
These tables outline the common configurations for schedule frequency for the Genesys Cloud integration.
If you would like to request a change to schedule frequency, please raise a request via the eMite Support Portal.
Default Adapter Configuration
Module Name | eMite Indexes | Description | Schedule Frequency |
|---|---|---|---|
Adherence**†
| Adherence Day Metrics Adherence Exceptions | 60-day lookback for adherence data | Every Day - 2 A.M. |
Adherence Today**† | Adherence Day Metrics Adherence Exceptions | Intraday lookback for adherence data | Every 1 Hour |
Agent History | Agent History | Conversation Performance for Agents – Aggregate data | Every 5 Minutes (no offset) |
Agent Presence History | Agent Presence History | Agent Status - Aggregate data | Every 1 Hour |
Agent State History | Agent State History | Agent Status – detailed records | Every 5 Minutes (no offset) |
Agent Status | Agent Observations | Agent Observational data | Every 10 seconds |
Call Segment History | Call Segments | Conversations – detailed records | Every 5 Minutes (2-minute offset) |
Campaigns† | Campaign History Campaign Stats | Campaign Observational and Snapshot data | Every 5 Minutes (1-minute offset) |
Contact Lists† | Contact List Stats | Contact List Observational data | Every Day – 1 A.M. |
Quality History† | Quality History Agent | Agent Evaluations – Aggregate data | Every 1 Hour |
Quality Raw Data† | Quality Raw Data | Agent Evaluations – detailed records | Every 1 Hour |
Queue History | Queue History | Conversation Performance for Queue – Aggregate data | Every 5 Minutes (no offset) |
Queue Observations | Queue Observations | Queue Observational data | Every 10 seconds |
Wrap-up Codes | Wrap Up History | Conversation Performance for Wrap Up Codes – Aggregate data | Every 5 Minutes (3-minute offset) |
Update Groups | No data – used as a reference query |
| Every Day – 5 A.M. |
Write Agent Queues | No data – used as a reference query |
| Every 30 Minutes |
** The Adherence and Adherence Today modules both query the same endpoints but are configured to use different date ranges. The Adherence module will query a lookback over 60 days to capture any WFM schedule changes that are made after initial polling. The Adherence Today module will make intraday queries to capture current day.
† These are all connected to optional components of Genesys Cloud. These modules are only enabled in environments where there would be data to be polled.
Low Frequency Adapter Configuration
The Genesys Cloud adapter modules all keep a checkpoint for last new data received and the subsequent poll will use this as the start date for query range. If no data is received, this checkpoint is maintained.
For Genesys Cloud environments with low frequency client usage, this will result in an exponentially increasing count of API queries as the adapter modules have an increasing range to cover with each poll.
To reduce the impact on API limits, the following changes are recommended.
Module Name | Schedule Frequency |
|---|---|
Adherence**† | Inactive |
Adherence Today**† | Inactive |
Agent History | Every Day – 2 A.M. |
Agent Presence History | Every Day – 3 A.M. |
Agent State History | Every Day – 2 A.M. |
Agent Status | Inactive |
Call Segment History | Every Day – 3 A.M. |
Campaigns† | Every Day – 2 A.M. |
Contact Lists† | Every Day – 1 A.M. |
Quality History† | Inactive |
Quality Raw Data† | Inactive |
Queue History | Every Day – 3 A.M. |
Queue Observations | Inactive |
Wrap-up Codes | Every Day – 3 A.M. |
Update Groups | Every Day – 5 A.M. |
Write Agent Queues | Every Day – 5 A.M. |