Get your Genesys Cloud data out, and into a database you own

Conversation details, complete and historical

The conversation detail model is the heart of Genesys reporting and the hardest to extract well. We query it in ordered, paged intervals, use asynchronous jobs for large back-fills and reconcile late-arriving segments so that yesterday's numbers do not change next week.

• /api/v2/analytics/conversations/details/query for incremental loads
• /api/v2/analytics/conversations/details/jobs for multi-month history
• Participants, sessions, segments and metrics normalised into relational tables

Queue, agent and interval aggregates

Service level, abandon rate, handle time, occupancy and adherence per interval, per queue, per agent, per media type. Stored at the granularity you choose so that a dashboard for the floor and a monthly board report come from the same table.

• /api/v2/analytics/conversations/aggregates/query and /users/aggregates/query
• /api/v2/analytics/queues/observations/query for near real-time views
• User presence and routing-status details for adherence and shrinkage

Configuration, quality and audit data

Reporting is only trustworthy when queue names, wrap-up codes, skills and divisions are joined from the source, not typed into a spreadsheet. We keep the reference data in sync and version it, so a renamed queue does not break last year's report.

• Users, divisions, queues, skills, wrap-up codes and schedules
• Quality evaluations and surveys via /api/v2/quality/evaluations/query
• Audit events for compliance and change tracking

Landed in SQL Server, modelled for BI

Raw JSON is kept for traceability, then flattened into a documented star schema in SQL Server, Azure SQL or Managed Instance. Power BI, Microsoft Fabric, Excel and your existing data warehouse can all read it. You own the database, the model and the history.

-- a typical slice of the delivered model
genesys.Conversation        (ConversationId, ConversationStart, ConversationEnd, DivisionId, ...)
genesys.Participant         (ConversationId, ParticipantId, Purpose, UserId, QueueId, ...)
genesys.Segment             (ParticipantId, SessionId, SegmentStart, SegmentEnd, SegmentType, WrapUpCode, ...)
genesys.ParticipantMetric   (ParticipantId, MetricName, MetricValue, Emitted, ...)
genesys.QueueIntervalAgg    (QueueId, MediaType, IntervalStart, nOffered, nAnswered, tHandle, ServiceLevel, ...)
genesys.Dim_User / Dim_Queue / Dim_WrapUpCode / Dim_Division   -- slowly changing, versioned