Hi Genesys Team,

When extracting conversation details what is the best practice for storing data? Is there a table structure Genesys recommends?

Break up by the data Participant (Customer., IVR, ACD, Agent)

or

Break up by the data by area of the JSON file (Conversations, evaluations, surveys, resolutions, participations, sessions...)

Thank you,
#Ask Me Anything (AMA)
#ArchitectureandDesign
#ConnectwithaCustomer(NEW)
#Implementation
#Integrations
#Reporting/Analytics
#Roadmap/NewFeatures
#Unsure/Other

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Bryan De La Cruz
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I would suggest similar to CIC, use tables for Agent and Queue data since that is how most people and packages are used to seeing it.  The conversation/segment stuff is nice, but not very easy to fit into structured formats.

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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 06-01-2021 18:23
From: Bryan De La Cruz
Subject: Best Practice Table Structure

Hi Genesys Team,

When extracting conversation details what is the best practice for storing data? Is there a table structure Genesys recommends?

Break up by the data Participant (Customer., IVR, ACD, Agent)

or

Break up by the data by area of the JSON file (Conversations, evaluations, surveys, resolutions, participations, sessions...)

Thank you,
#Ask Me Anything (AMA)
#ArchitectureandDesign
#ConnectwithaCustomer(NEW)
#Implementation
#Integrations
#Reporting/Analytics
#Roadmap/NewFeatures
#Unsure/Other

------------------------------
Bryan De La Cruz
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