Genesys Tables

These tables store data from Genesys. Each table is categorized by its purpose in the system. This will be one of the following:

  • Metadata: Tables that store metadata about the Genesys configuration, such as users, groups, teams or queues (light yellow).
  • Historical Data: Tables that store historical data from Genesys, including conversations, call records, user presence history, emails, audit trail etc (light coral).
  • Real-time Data: Tables that store data that is updated in real-time, and represent a snapshot of the current contact centre state, such as user presence, queue statistics, etc. (light cyan).
  • Recording Data: Tables that store recording data. (navy blue).

Table Relationships

flowchart LR
    tbl_0["agent_schedule"]
    tbl_1["analytics_conversation"]
    tbl_2["analytics_conversation_segment"]
    tbl_3["analytics_evaluation"]
    tbl_4["analytics_participant"]
    tbl_5["analytics_participant_attribute"]
    tbl_6["analytics_routing_status_record"]
    tbl_7["analytics_session"]
    tbl_8["analytics_session_flow_outcome"]
    tbl_9["analytics_session_metric"]
    tbl_10["analytics_user_presence_record"]
    tbl_11["answer_option"]
    tbl_12["articles"]
    tbl_13["article_categories"]
    tbl_14["article_feedback"]
    tbl_15["article_labels"]
    tbl_16["article_metrics"]
    tbl_17["audit_log_message"]
    tbl_18["business_unit"]
    tbl_19["business_unit_activity_code"]
    tbl_20["business_unit_schedule_list_item"]
    tbl_21["campaign"]
    tbl_22["categories"]
    tbl_23["chat_message"]
    tbl_24["chat_recording"]
    tbl_25["contact_list"]
    tbl_26["conversations_to_download"]
    tbl_27["conversation_division"]
    tbl_28["conversation_survey"]
    tbl_29["conversation_survey_answer_question_group"]
    tbl_30["division"]
    tbl_31["email_attachment"]
    tbl_32["email_message"]
    tbl_33["email_recording"]
    tbl_34["emergency_group"]
    tbl_35["evaluation_form"]
    tbl_36["evaluation_question"]
    tbl_37["evaluation_question_group"]
    tbl_38["evaluation_question_group_score"]
    tbl_39["evaluation_question_score"]
    tbl_40["evaluation_transcript_topic"]
    tbl_41["external_contact"]
    tbl_42["external_organization"]
    tbl_43["failed_recording_info"]
    tbl_44["failed_transcript"]
    tbl_45["flow_outcome"]
    tbl_46["group"]
    tbl_47["knowledgebase_search_query"]
    tbl_48["knowledge_base"]
    tbl_49["labels"]
    tbl_50["location_definition"]
    tbl_51["management_unit"]
    tbl_52["message_message"]
    tbl_53["message_recording"]
    tbl_54["organization"]
    tbl_55["organization_feature"]
    tbl_56["organization_presence_definition"]
    tbl_57["planning_group"]
    tbl_58["planning_group_routing_path"]
    tbl_59["planning_group_routing_path_skill"]
    tbl_60["quality_audit_context"]
    tbl_61["quality_audit_log_message"]
    tbl_62["quality_audit_message_param"]
    tbl_63["quality_audit_property_change"]
    tbl_64["quality_audit_property_change_value"]
    tbl_65["queue"]
    tbl_66["queue_aggregation3"]
    tbl_67["queue_aggregations"]
    tbl_68["queue_aggregations2"]
    tbl_69["queue_aggregations_second"]
    tbl_70["queue_conversation"]
    tbl_71["queue_conversation_detail"]
    tbl_72["queue_conversation_participant_detail"]
    tbl_73["queue_conversation_participant_session_detail"]
    tbl_74["queue_email"]
    tbl_75["queue_ewt"]
    tbl_76["queue_member"]
    tbl_77["queue_observation2"]
    tbl_78["queue_second_histogram3"]
    tbl_79["recording_info"]
    tbl_80["response"]
    tbl_81["routing_skill"]
    tbl_82["schedule"]
    tbl_83["schedule_group"]
    tbl_84["schedule_group_member"]
    tbl_85["team"]
    tbl_86["time_off_request_response"]
    tbl_87["transcript"]
    tbl_88["user"]
    tbl_89["user_aggregation3"]
    tbl_90["user_aggregations"]
    tbl_91["user_aggregations2"]
    tbl_92["user_contact"]
    tbl_93["user_conversation"]
    tbl_94["user_group"]
    tbl_95["user_management_unit"]
    tbl_96["user_presence"]
    tbl_97["user_queue_conversation2"]
    tbl_98["user_queue_status"]
    tbl_99["user_role"]
    tbl_100["user_routing_language"]
    tbl_101["user_routing_skill"]
    tbl_102["voice_recording"]
    tbl_103["voice_transcript"]
    tbl_104["wfm_forecast"]
    tbl_105["wfm_short_term_forecast"]
    tbl_106["wrapup_code"]
    tbl_0 -->|ActivityCode| tbl_19
    tbl_0 -->|ManagementUnitId| tbl_51
    tbl_0 -->|TimeOffRequestId| tbl_86
    tbl_0 -->|UserId| tbl_88
    tbl_2 -->|ConversationId| tbl_1
    tbl_2 -->|ParticipantId| tbl_4
    tbl_2 -->|SessionId| tbl_7
    tbl_2 -->|GroupId| tbl_46
    tbl_2 -->|QueueId| tbl_65
    tbl_2 -->|WrapUpCode| tbl_106
    tbl_3 -->|ConversationId| tbl_1
    tbl_3 -->|FormId| tbl_35
    tbl_3 -->|QueueId| tbl_65
    tbl_3 -->|EvaluatorId| tbl_88
    tbl_4 -->|ConversationId| tbl_1
    tbl_4 -->|ExternalContactId| tbl_41
    tbl_4 -->|ExternalOrganizationId| tbl_42
    tbl_4 -->|TeamId| tbl_85
    tbl_4 -->|UserId| tbl_88
    tbl_5 -->|ConversationId| tbl_1
    tbl_5 -->|ParticipantId| tbl_4
    tbl_6 -->|UserId| tbl_88
    tbl_7 -->|ConversationId| tbl_1
    tbl_7 -->|ParticipantId| tbl_4
    tbl_7 -->|OutboundCampaignId| tbl_21
    tbl_7 -->|OutboundContactListId| tbl_25
    tbl_7 -->|OutboundContactId| tbl_41
    tbl_8 -->|ConversationId| tbl_1
    tbl_8 -->|ParticipantId| tbl_4
    tbl_8 -->|SessionId| tbl_7
    tbl_8 -->|FlowOutcomeId| tbl_45
    tbl_9 -->|ConversationId| tbl_1
    tbl_9 -->|ParticipantId| tbl_4
    tbl_9 -->|SessionId| tbl_7
    tbl_10 -->|OrganizationPresenceId| tbl_56
    tbl_10 -->|UserId| tbl_88
    tbl_11 -->|FormId| tbl_35
    tbl_11 -->|QuestionId| tbl_36
    tbl_11 -->|GroupId| tbl_37
    tbl_12 -->|KnowledgeBaseId| tbl_48
    tbl_12 -->|ModifiedById| tbl_88
    tbl_13 -->|ArticleId| tbl_12
    tbl_13 -->|CategoryId| tbl_13
    tbl_14 -->|SessionId| tbl_7
    tbl_14 -->|DocumentId| tbl_12
    tbl_14 -->|KnowledgebaseId| tbl_48
    tbl_14 -->|UserId| tbl_88
    tbl_15 -->|ArticleId| tbl_12
    tbl_15 -->|LabelId| tbl_15
    tbl_17 -->|UserId| tbl_88
    tbl_18 -->|DivisionId| tbl_30
    tbl_19 -->|BusinessUnitId| tbl_18
    tbl_21 -->|ContactListId| tbl_25
    tbl_21 -->|DivisionId| tbl_30
    tbl_21 -->|SiteId| tbl_50
    tbl_21 -->|QueueId| tbl_65
    tbl_22 -->|ParentCategoryId| tbl_22
    tbl_22 -->|KnowledgebaseId| tbl_48
    tbl_23 -->|ConversationId| tbl_1
    tbl_23 -->|RecordingId| tbl_79
    tbl_23 -->|UserId| tbl_88
    tbl_24 -->|ConversationId| tbl_1
    tbl_24 -->|RecordingId| tbl_79
    tbl_25 -->|DivisionId| tbl_30
    tbl_27 -->|ConversationId| tbl_1
    tbl_27 -->|DivisionId| tbl_30
    tbl_28 -->|ConversationId| tbl_1
    tbl_29 -->|ConversationId| tbl_1
    tbl_29 -->|ConversationId, SurveyId| tbl_28
    tbl_31 -->|ConversationId| tbl_1
    tbl_31 -->|RecordingId| tbl_79
    tbl_32 -->|ConversationId| tbl_1
    tbl_32 -->|RecordingId| tbl_79
    tbl_33 -->|ConversationId| tbl_1
    tbl_33 -->|RecordingId| tbl_79
    tbl_36 -->|FormId| tbl_35
    tbl_36 -->|GroupId| tbl_37
    tbl_37 -->|FormId| tbl_35
    tbl_38 -->|ConversationId| tbl_1
    tbl_38 -->|ConversationId, EvaluationId| tbl_3
    tbl_38 -->|QuestionGroupId| tbl_37
    tbl_39 -->|ConversationId| tbl_1
    tbl_39 -->|ConversationId, EvaluationId| tbl_3
    tbl_39 -->|QuestionId| tbl_36
    tbl_39 -->|QuestionGroupId| tbl_37
    tbl_40 -->|ConversationId| tbl_1
    tbl_40 -->|ConversationId, EvaluationId| tbl_3
    tbl_41 -->|DivisionId| tbl_30
    tbl_41 -->|ExternalOrganizationId| tbl_42
    tbl_43 -->|ConversationId| tbl_1
    tbl_44 -->|ConversationId| tbl_1
    tbl_45 -->|DivisionId| tbl_30
    tbl_47 -->|KnowledgebaseId| tbl_48
    tbl_50 -->|ContactUserId| tbl_88
    tbl_51 -->|DivisionId| tbl_30
    tbl_52 -->|ConversationId| tbl_1
    tbl_52 -->|RecordingId| tbl_79
    tbl_53 -->|ConversationId| tbl_1
    tbl_53 -->|RecordingId| tbl_79
    tbl_54 -->|DefaultSiteId| tbl_50
    tbl_55 -->|Id| tbl_54
    tbl_56 -->|DivisionId| tbl_30
    tbl_57 -->|BusinessUnitId| tbl_18
    tbl_58 -->|BusinessUnitId| tbl_18
    tbl_58 -->|PlanningGroupId| tbl_57
    tbl_58 -->|RoutePathId| tbl_58
    tbl_58 -->|QueueId| tbl_65
    tbl_59 -->|BusinessUnitId| tbl_18
    tbl_59 -->|PlanningGroupId| tbl_57
    tbl_60 -->|AuditId| tbl_61
    tbl_61 -->|UserId| tbl_88
    tbl_62 -->|AuditId| tbl_61
    tbl_63 -->|AuditId| tbl_61
    tbl_64 -->|AuditId| tbl_61
    tbl_64 -->|AuditId, Property| tbl_63
    tbl_65 -->|DivisionId| tbl_30
    tbl_65 -->|DirectRoutingBackupQueueId| tbl_65
    tbl_65 -->|CreatedBy| tbl_88
    tbl_66 -->|QueueId| tbl_65
    tbl_68 -->|QueueId| tbl_65
    tbl_69 -->|QueueId| tbl_65
    tbl_69 -->|QueueId, Time, MediaType, Direction| tbl_68
    tbl_70 -->|SessionId| tbl_7
    tbl_70 -->|QueueId| tbl_65
    tbl_70 -->|ConversationId| tbl_71
    tbl_70 -->|ParticipantId| tbl_72
    tbl_70 -->|RoutingSkillId| tbl_81
    tbl_70 -->|UserId| tbl_88
    tbl_73 -->|ConversationId| tbl_70
    tbl_73 -->|ParticipantId| tbl_72
    tbl_74 -->|ConversationId| tbl_1
    tbl_74 -->|ParticipantId| tbl_4
    tbl_74 -->|QueueId| tbl_65
    tbl_74 -->|UserId| tbl_88
    tbl_75 -->|QueueId| tbl_65
    tbl_76 -->|QueueId| tbl_65
    tbl_76 -->|UserId| tbl_88
    tbl_77 -->|QueueId| tbl_65
    tbl_78 -->|QueueId| tbl_65
    tbl_78 -->|QueueId, Time, MediaType, Direction, InitialDirection| tbl_66
    tbl_79 -->|ConversationId| tbl_1
    tbl_79 -->|SessionId| tbl_7
    tbl_82 -->|DivisionId| tbl_30
    tbl_83 -->|DivisionId| tbl_30
    tbl_85 -->|DivisionId| tbl_30
    tbl_86 -->|UserId| tbl_88
    tbl_87 -->|ConversationId| tbl_1
    tbl_87 -->|ConversationId| tbl_79
    tbl_88 -->|DivisionId| tbl_30
    tbl_88 -->|LocationId| tbl_50
    tbl_88 -->|TeamId| tbl_85
    tbl_88 -->|ManagerId| tbl_88
    tbl_89 -->|QueueId| tbl_65
    tbl_89 -->|UserId| tbl_88
    tbl_89 -->|WrapUpCode| tbl_106
    tbl_91 -->|QueueId| tbl_65
    tbl_91 -->|UserId| tbl_88
    tbl_91 -->|WrapUpCode| tbl_106
    tbl_92 -->|UserId| tbl_88
    tbl_93 -->|UserId| tbl_88
    tbl_93 -->|ConversationId| tbl_93
    tbl_94 -->|GroupId| tbl_46
    tbl_94 -->|UserId| tbl_88
    tbl_95 -->|ManagementUnitId| tbl_51
    tbl_95 -->|UserId| tbl_88
    tbl_96 -->|PresenceId| tbl_56
    tbl_96 -->|UserId| tbl_88
    tbl_97 -->|UserId| tbl_88
    tbl_98 -->|UserId| tbl_88
    tbl_99 -->|UserId| tbl_88
    tbl_100 -->|UserId| tbl_88
    tbl_101 -->|Id| tbl_81
    tbl_101 -->|UserId| tbl_88
    tbl_102 -->|ConversationId| tbl_1
    tbl_102 -->|RecordingId| tbl_79
    tbl_103 -->|ConversationId| tbl_1
    tbl_103 -->|SessionId| tbl_7
    tbl_103 -->|RecordingId| tbl_79
    tbl_106 -->|DivisionId| tbl_30
    tbl_106 -->|ModifiedBy| tbl_88
    class tbl_0 historical
    class tbl_1 historical
    class tbl_2 historical
    class tbl_3 historical
    class tbl_4 historical
    class tbl_5 historical
    class tbl_6 historical
    class tbl_7 historical
    class tbl_8 historical
    class tbl_9 historical
    class tbl_10 historical
    class tbl_11 metadata
    class tbl_12 metadata
    class tbl_13 metadata
    class tbl_14 metadata
    class tbl_15 metadata
    class tbl_16 unknown
    class tbl_17 historical
    class tbl_18 metadata
    class tbl_19 metadata
    class tbl_20 historical
    class tbl_21 metadata
    class tbl_22 metadata
    class tbl_23 recording
    class tbl_24 recording
    class tbl_25 metadata
    class tbl_26 realtime
    class tbl_27 historical
    class tbl_28 historical
    class tbl_29 historical
    class tbl_30 metadata
    class tbl_31 recording
    class tbl_32 recording
    class tbl_33 recording
    class tbl_34 metadata
    class tbl_35 metadata
    class tbl_36 metadata
    class tbl_37 metadata
    class tbl_38 historical
    class tbl_39 historical
    class tbl_40 historical
    class tbl_41 metadata
    class tbl_42 metadata
    class tbl_43 recording
    class tbl_44 recording
    class tbl_45 metadata
    class tbl_46 metadata
    class tbl_47 unknown
    class tbl_48 metadata
    class tbl_49 metadata
    class tbl_50 metadata
    class tbl_51 metadata
    class tbl_52 recording
    class tbl_53 recording
    class tbl_54 metadata
    class tbl_55 metadata
    class tbl_56 metadata
    class tbl_57 metadata
    class tbl_58 metadata
    class tbl_59 metadata
    class tbl_60 historical
    class tbl_61 historical
    class tbl_62 historical
    class tbl_63 historical
    class tbl_64 historical
    class tbl_65 metadata
    class tbl_66 aggregated
    class tbl_67 aggregated
    class tbl_68 aggregated
    class tbl_69 aggregated
    class tbl_70 realtime
    class tbl_71 realtime
    class tbl_72 realtime
    class tbl_73 realtime
    class tbl_74 realtime
    class tbl_75 realtime
    class tbl_76 realtime
    class tbl_77 realtime
    class tbl_78 aggregated
    class tbl_79 recording
    class tbl_80 metadata
    class tbl_81 metadata
    class tbl_82 metadata
    class tbl_83 metadata
    class tbl_84 metadata
    class tbl_85 metadata
    class tbl_86 historical
    class tbl_87 recording
    class tbl_88 metadata
    class tbl_89 aggregated
    class tbl_90 aggregated
    class tbl_91 aggregated
    class tbl_92 metadata
    class tbl_93 realtime
    class tbl_94 metadata
    class tbl_95 metadata
    class tbl_96 realtime
    class tbl_97 realtime
    class tbl_98 realtime
    class tbl_99 metadata
    class tbl_100 metadata
    class tbl_101 metadata
    class tbl_102 recording
    class tbl_103 recording
    class tbl_104 historical
    class tbl_105 historical
    class tbl_106 metadata
    classDef metadata fill:#FFF3B0,stroke:#C9B35C,color:#000
    classDef historical fill:#F6C3B4,stroke:#C58A7A,color:#000
    classDef realtime fill:#BFE9F6,stroke:#7DBBD2,color:#000
    classDef recording fill:#1E2A5E,stroke:#10193A,color:#fff
    classDef aggregated fill:#F9D4A5,stroke:#C69A5F,color:#000
    classDef configuration fill:#CBECC7,stroke:#7FB57A,color:#000
    classDef log fill:#CDE6F5,stroke:#8AB6D6,color:#000
    classDef unknown fill:#EEEEEE,stroke:#B5B5B5,color:#000

Tables

Table Category Description
agent_schedule HistoricalData Contains the Agent schedules.
analytics_conversation HistoricalData Contains the historical conversations data.
analytics_conversation_segment HistoricalData Contains the historical conversation segment data.
analytics_evaluation HistoricalData Contains all the evaluations.
analytics_participant HistoricalData The conversation participants
analytics_participant_attribute HistoricalData The conversation participants' data. This is typically set by a flow or an API.
analytics_routing_status_record HistoricalData The historical routing status of a user at a given time.
analytics_session HistoricalData The conversation sessions
analytics_session_flow_outcome HistoricalData Contains the flow outcomes observed for a session.
analytics_session_metric HistoricalData Stores the metrics for a session
analytics_user_presence_record HistoricalData Stores the historical presence changes by user_id and start_time.
answer_option Metadata Contains the list of all the answer options for questions.
article_categories Metadata Contains the categories for articles. This table allows a many-to-many mapping between Articles and Article Categories
article_feedback Metadata Contains the feedback for articles.
article_labels Metadata Contains the labels for articles. This table allows a many-to-many mapping between Articles and Article Labels
article_metrics Knowledgebase Article Metrics
articles Metadata Contains the knowledgebase articles.
audit_log_message HistoricalData Contains all the audit log messages.
business_unit Metadata Contains the WFM business units.
business_unit_activity_code Metadata Contains the WFM business unit activity codes.
business_unit_schedule_list_item HistoricalData Contains the Business Unit Schedule List Items.
campaign Metadata Outbound campaigns
categories Metadata Knowledgebase categories
chat_message Recording Contains the recorded chat messages.
chat_recording Recording Contains the chat recordings.
contact_list Metadata Contact Lists
conversation_division HistoricalData Contains the divisions associated with a conversation.
conversation_survey HistoricalData Contains the surveys for a conversation.
conversation_survey_answer_question_group HistoricalData Contains the survey question_group answers for a conversation.
conversations_to_download RealtimeData Contains the historical conversations data.
division Metadata Contains the Divisions.
email_attachment Recording Contains the recorded email message attachments.
email_message Recording Contains the recorded email messages.
email_recording Recording Contains the contents of email recordings. These records are populated when email recordings are downloaded by the 'recordings' action
emergency_group Metadata Emergency Group defnitions
evaluation_form Metadata Evaluation forms
evaluation_question Metadata Evaluation questions
evaluation_question_group Metadata Evaluation question groups
evaluation_question_group_score HistoricalData Contains evaluation question group scores for a conversation evaluation.
evaluation_question_score HistoricalData Contains evaluation question scores for a conversation evaluation.
evaluation_transcript_topic HistoricalData Contains transcript topics for a conversation evaluation.
external_contact Metadata External contacts
external_organization Metadata External organizations
failed_recording_info Recording Contains the recording information for recordings that could not be downloaded.
failed_transcript Recording Contains the transcripts that were not returned by Genesys, for retrying later.
flow_outcome Metadata Contains the flow outcomes.
group Metadata Group defnitions
knowledge_base Metadata Knowledge bases
knowledgebase_search_query Knowledgebase Search Queries
labels Metadata Contains the knowledge base labels.
location_definition Metadata Locations
management_unit Metadata WFM Management Units
message_message Recording Contains the recorded messages for web messages.
message_recording Recording Contains the message recordings.
organization Metadata The one and only Genesys Organization
organization_feature Metadata Genesys Organization Features
organization_presence_definition Metadata Genesys Presence Definitions.
planning_group Metadata Contains the WFM business unit planning groups
planning_group_routing_path Metadata Contains the routing paths for a WFM business unit planning groups
planning_group_routing_path_skill Metadata Contains the skills in routing paths for a WFM business unit planning groups
quality_audit_context HistoricalData Contains context entries for quality audit log messages.
quality_audit_log_message HistoricalData Contains quality audit log messages.
quality_audit_message_param HistoricalData Contains message parameters for quality audit log messages.
quality_audit_property_change HistoricalData Contains property changes for quality audit log messages.
quality_audit_property_change_value HistoricalData Contains old/new values for quality audit property changes.
queue Metadata Genesys Queue Definition
queue_aggregation3 AggregatedData Queue aggregations table
queue_aggregations AggregatedData Queue aggregations table
queue_aggregations_second AggregatedData Queue aggregations table
queue_aggregations2 AggregatedData Queue aggregations table
queue_conversation RealtimeData Real-time data about a conversation in a queue, or being handled after going through a queue.
queue_conversation_detail RealtimeData Real-time data about a conversation in a queue, or being handled after going through a queue.
queue_conversation_participant_detail RealtimeData Real-time data about participants in conversations in a queue, or being handled after going through a queue.
queue_conversation_participant_session_detail RealtimeData Real-time data about sessions in conversations in a queue, or being handled after going through a queue.
queue_email RealtimeData Real-time data about an email conversation in a queue, or being handled after going through a queue.
queue_ewt RealtimeData The current (near real-time) estimated wait time by queue, media type and calculation method (formula)
queue_member RealtimeData Genesys queue members
queue_observation2 RealtimeData Real-Time Genesys Queue Observations.
queue_second_histogram3 AggregatedData Queue second-by-second histogram table
recording_info Recording Stores the recording information
response Metadata Response definitions
routing_skill Metadata Routing skill definitions
schedule Metadata Schedules
schedule_group Metadata Schedule Groups
schedule_group_member Metadata Schedule Group Members
team Metadata Team definitions
time_off_request_response HistoricalData Contains the time off requests.
transcript Recording Stores the transcripts for a conversation
user Metadata The users in the system
user_aggregation3 AggregatedData User aggregations table
user_aggregations AggregatedData User aggregations table
user_aggregations2 AggregatedData User aggregations table
user_contact Metadata The contact details for users
user_conversation RealtimeData The current (real-time) conversation status for each user in the system
user_group Metadata Which users are members of which groups
user_management_unit Metadata Which users are members of which WFM management units
user_presence RealtimeData The current (real-time) presence status of the users in the system
user_queue_conversation2 RealtimeData The current (real-time) queue conversation status of the users in the system
user_queue_status RealtimeData The current (real-time) queue status of the users in the system
user_role Metadata The roles assigned to users
user_routing_language Metadata The routing languages assigned to users
user_routing_skill Metadata The routing skills of a user
voice_recording Recording Contains the voice recordings.
voice_transcript Recording Contains the transcript of messages for voice calls.
wfm_forecast HistoricalData
wfm_short_term_forecast HistoricalData
wrapup_code Metadata Wrap up code definitions