Paricipant, Sessions, Metrics

1

From our DB Team managing a 3rd party app attached to Genesys, I was asked about participant, sessions, and metrics. I wanted to confirm if Genesys split the participants like between Customer/Agent?

So is my understanding correct that with an interaction comes the conversation to participants to sessions ending with the metrics of that interactions? Also is the participant data split?

2

Hi @lacanady01

I'll describe these terms in my own words and then link to documentation that will further explain them.
The participants in a conversation are the actors involved, such as customer, agent, IVR, ACD. A session is a period of communication or activity by one of the participants, and is found within the corresponding participant in the conversation's data. Metrics are aggregate totals and measurements of the conversation, such as wait times, time spent in voicemail, number of errors, etc.

See docs for the conversation data model here:

And see the response schema for a conversation details request here to see the data returned by the API

3

Thank you for your response and the links. Here is the follow up questions I was asked that I was unable to decipher the answers:

  1. Can a session have more than one participant in it? My thinking would be a Customer Service Agent (CSA) and the customer would both be participants of the same session within a conversation. Is this the case?
  2. If the answer to #1 is "No, each session will have only 1 participant", then how does Genesys represent the situation described above, with a CSA and a customer? Would they both be part of their own session?
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