eMite Genesys Cloud Poll Schedule Configuration

1 Overview
2 Default Adapter Configuration
3 Low Threshold Adapter Configuration
4 Minimum Frequency Adapter Configuration

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

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 Threshold Adapter Configuration

The Genesys Cloud API usage is based on the agent license count.

For Genesys Cloud environments with low seat count and high call volume, this can result in the API threshold being surpassed even through normal usage patterns.

To reduce the impact on API limits, the following changes are recommended.

Module Name	Schedule Frequency

Module Name	Schedule Frequency
Adherence**†	Every Day – 2 A.M.
Adherence Today**†	Every 1 Hour (30-minute offset)
Agent History	Every 1 Hour
Agent Presence History	Every 1 Hour
Agent State History	Every 1 Hour
Agent Status	Every 10 seconds
Call Segment History	Every 1 Hour
Campaigns†	Every 1 Hour (30-minute offset)
Contact Lists†	Every Day – 1 A.M.
Quality History†	Every 1 Hour (30-minute offset)
Quality Raw Data†	Every 1 Hour (30-minute offset)
Queue History	Every 1 Hour
Queue Observations	Every 10 seconds
Wrap-up Codes	Every 1 Hour
Update Groups	Every Day – 5 A.M.
Write Agent Queues	Every 1 Hour

Minimum 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

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.