Genesys Engage (on-premise)

Vendor: Genesys

Call Handling (CALL_HANDLING)

Inbound voice contact handling, from call arrival through IVR self-service, ACD queueing, agent handling and after-call wrap-up. The case is the individual call / contact.

Activities

Call Received - INTERACTION_FACT row created; first IRF/MSF START_TS.
IVR Self-Service - IRF/MSF at an IVR resource (RESOURCE_.RESOURCE_TYPE=IVRPort); self-service before an agent.
Queued to ACD - MEDIATION_SEGMENT_FACT at an ACD/virtual queue (RESOURCE_TYPE=Queue).
Wait in Queue - MEDIATION_SEGMENT_FACT.DURATION - seconds waiting before an agent is offered the call.
Caller Abandoned - MSF/IRF TECHNICAL_DESCRIPTOR technical result = Abandoned (never offered to an agent).
Agent Alerted - IRF with TECHNICAL_DESCRIPTOR role RingNoAnswer / ring time before answer.
Agent Answered - IRF at an agent resource; TECHNICAL_DESCRIPTOR role Answered; TALK_DURATION > 0.
Call Held - IRF.HOLD_DURATION > 0.
Call Transferred - TECHNICAL_DESCRIPTOR role Transferred / Conferenced; a new IRF row for the next resource.
After-Call Work / Wrap-Up - IRF.AFTER_CALL_WORK_DURATION - agent wrap-up time.
Call Ended - INTERACTION_FACT.END_DATE_TIME_KEY; last IRF END_TS.

Case attributes

Business Result (string)
Customer Segment (string)
Service Type (string)
Interaction Type (string)
Media Type (string)
ANI (string)
DNIS (string)
Technical Result (string)
Handling Agent (string)
Interaction ID (string)
Abandoned (boolean)
Last Queue (string)

Process-mining benefits (historical)

See your true IVR containment rate [Service]: Measure how many calls the self-service IVR resolves on its own versus how many are routed to an agent, straight from the interaction records.
Find where callers wait and abandon [Service]: Rank queues and time windows by how long callers wait and how often they hang up before an agent answers.
Explain handle-time variation [Cost]: Break down talk, hold, and after-call-work seconds across agents and queues to see what really drives long calls - the durations are already on every IRF row.
Expose transfer and re-queue loops [Efficiency]: Surface calls bounced between resources before resolution - the first-contact-resolution failures - using the resource role on each IRF row.
Quantify the wait between IVR and a live agent [Efficiency]: Measure the gap between leaving the IVR, entering a queue, and an agent answering, and which queues and times drive it.
Compare outcomes by service type and segment [Service]: Slice call handling by business service type and customer segment to see where outcomes and effort differ - Info Mart already tags every interaction.

Process-mining benefits (action)

Alert when containment drops [Service]: Watch self-service containment and raise an alert the day a menu or routing change starts pushing more calls to agents.
Trigger overflow when queue wait climbs [Efficiency]: Watch live mediation time per queue and trigger overflow routing or extra staff the moment wait climbs past target.
Offer a callback to calls at risk of abandoning [Service]: Spot calls waiting past the point where abandonment spikes and offer a callback before the caller hangs up.
Work a transfer-loop worklist [Efficiency]: Give supervisors a daily list of calls transferred more than once so the routing or skill gap behind them is fixed at the source.
Catch excessive wrap-up in real time [Cost]: Alert when after-call work runs far beyond the norm, keeping agents available and wrap-up honest.
Fast-track priority-segment callers [Service]: Recognise a priority customer segment on arrival and route the call ahead of the general queue.

Data tables

INTERACTION_FACT - Accumulating snapshot - one row per interaction (the case/trace).
INTERACTION_RESOURCE_FACT - IRF - one row per resource (IVR/queue/agent) that handled the interaction. The event grain: TECHNICAL_DESCRIPTOR role + talk/hold/wrap-up durations.
MEDIATION_SEGMENT_FACT - MSF - time an interaction spent in a mediation resource (ACD queue, routing point, non-self-service IVR) before an IRF resource. Abandonment shows here.
IRF_USER_DATA_GEN_1 - Attached user data (KVPs) joined to IRF - custom call attributes captured in the flow.
INTERACTION_DESCRIPTOR - Dimension: business attributes of the interaction (service type, customer segment, business result).
RESOURCE_ - Dimension: agents, ACD queues, virtual queues, IVR ports, and routing points.
TECHNICAL_DESCRIPTOR - Dimension: the role of a resource and the technical result of its handling (Received, RingNoAnswer, Answered, Transferred, Conferenced, Abandoned...).

Campaign Management (CAMPAIGN)

Marketing campaigns, ROI tracking

Activities

Record Loaded - Calling-list record loaded and ready; RECORD_TYPE / RECORD_STATUS=Ready.
Record Retrieved - OCS retrieves the record for an attempt; CONTACT_ATTEMPT_FACT.START_TS.
Dial Attempted - The record is dialed; DIALING_MODE (Preview/Progressive/Predictive).
Call Progress Detected - Call-progress analysis result; CPD_RESULT (AnsweringMachine/Fax/Busy).
Call Result Recorded - Final dial result; CALL_RESULT (Answered/Busy/NoAnswer/...).
Connected to Agent - A live contact is delivered to an agent; RESOURCE_ + INTERACTION_RESOURCE_FACT.
Agent Handling - Agent talks to the contacted customer; IRF handling time.
Disposition Applied - Business outcome recorded; ATTEMPT_DISPOSITION (Sale/PromiseToPay/DoNotCall/...).
Callback Scheduled - A callback is rescheduled; RECORD_STATUS updated for a later attempt.
Record Finalized - No further attempts (contacted or exhausted); RECORD_STATUS=Finalized.

Case attributes

Calling List (string)
Campaign (string)
Campaign Group (string)
Contact Info Type (string)
Time Zone (string)
Dialing Mode (string)
Handling Agent (string)
Call Attempt ID (string)
Record ID (string)
Record Status (string)
Attempt Disposition (string)
Call Result (string)

Process-mining benefits (historical)

Measure connect and right-party-contact rates [Service]: See how often attempts actually reach a live person, by campaign, list, and time of day - the real productivity of your outbound effort.
Quantify attempts-to-contact and list penetration [Efficiency]: Measure how many attempts it takes to reach or finalize a record, and how much of each list is actually worked.
Analyse dialer pacing, abandonment, and answering machines [Compliance]: Break down call-progress results and dialing mode to see abandonment and answering-machine rates that drive nuisance-call and pacing compliance risk.
Compare disposition mix and conversion [Cost]: See the business outcomes of connected calls (sale, promise-to-pay, no sale) by campaign and agent, and what converts.
Find the best number and time to reach people [Efficiency]: Compare results across contact-info type (home/mobile/work) and time of day to see which number and window actually connect.
Measure callback adherence [Service]: Trace scheduled callbacks and whether they were actually re-attempted on time.

Process-mining benefits (action)

Alert on pacing and abandonment breaches [Compliance]: Watch predictive pacing live and alert when the abandonment rate drifts toward the regulatory limit.
Work a list-finalize and fatigue worklist [Efficiency]: Surface records that keep being retried without contact so they are finalized or rested instead of burning dialer capacity.
Target the best time-to-call [Efficiency]: Feed the connect-rate-by-window analysis back into scheduling so records are dialed when they actually answer.
Monitor do-not-call and attempt caps [Compliance]: Flag records approaching or breaching do-not-call and per-record attempt limits before another dial is placed.
Keep a callback follow-up list [Service]: Maintain a live list of promised callbacks so every commitment is re-attempted.
Balance agent idle against dialer connects [Cost]: Watch connected calls per available agent so pacing keeps agents busy without over-dialing.

Data tables

CONTACT_ATTEMPT_FACT - One row per OCS outbound attempt (the event grain). The case is the calling-list record/chain followed across attempts.
INTERACTION_RESOURCE_FACT - IRF - one row per resource (IVR/queue/agent) that handled the interaction. The event grain: TECHNICAL_DESCRIPTOR role + talk/hold/wrap-up durations.
ATTEMPT_DISPOSITION - Business outcome of the attempt.
CALLING_LIST - Calling list the record came from.
CALL_RESULT - Result of the dial.
CAMPAIGN - Outbound campaign.
CONTACT_INFO_TYPE - Which number was attempted.
DIALING_MODE - How the record was dialed.
GROUP_ - Campaign group.
RECORD_STATUS - Lifecycle status of the calling-list record.

Service/Case Management (SERVICE)

Support tickets, SLAs, resolution

Activities

Interaction Received - INTERACTION_FACT created for an email/chat/case (MEDIA_TYPE).
Categorize / Screen - eServices classification tags the interaction; INTERACTION_DESCRIPTOR / IRF_USER_DATA_GEN_1.
Queued (Interaction Queue) - MEDIATION_SEGMENT_FACT at an interaction-queue resource.
Parked in Workbin - MEDIATION_SEGMENT_FACT / IRF at a workbin resource (RESOURCE_.RESOURCE_TYPE=Workbin).
Assigned to Agent - IRF at an agent resource (iWD/agent selection).
Agent Handling - IRF handling time on the interaction.
Transferred / Escalated - TECHNICAL_DESCRIPTOR role Transferred; a new IRF for the next resource.
Response Sent - Outbound reply recorded on the same INTERACTION_FACT (multimedia inbound + reply).
Wrap-Up / Disposition - IRF after-call/after-interaction work; disposition recorded.
Resolved / Completed - Interaction placed in iWD_Completed / archive queue; TECHNICAL_DESCRIPTOR result COMPLETED.
Reopened - Customer replies and the thread reopens as a linked interaction.

Case attributes

Business Result (string)
Customer Segment (string)
Service Type (string)
Media Type (string)
Reopened (boolean)
Technical Result (string)
Handling Agent (string)
Response Count (number)
Interaction ID (string)
Interaction Queue (string)
Workbin (string)
Category (string)

Process-mining benefits (historical)

Find backlog aging in queues and workbins [Efficiency]: Measure how long email/chat/case interactions sit in interaction queues and parked in workbins before an agent picks them up, so backlog stops hiding.
Track response-time SLA by service type [Service]: See how long customers wait for a first and final response, split by service type, against your SLA.
Expose parking and reassignment loops [Efficiency]: Surface interactions repeatedly parked back to a workbin or reassigned before resolution - hidden effort that delays customers.
See where and why work escalates [Efficiency]: Rank the categories that escalate to specialists most, so the classification or knowledge gap behind them is closed.
Measure reopen rate [Service]: Trace interactions that were completed and then reopened by a customer reply - a clear signal the first resolution did not hold.
Explain handle time by category and channel [Cost]: Compare handling and wrap-up time across categories, channels, and agents to see what drives effort - and where templates or coaching pay back.

Process-mining benefits (action)

Work an aging-interaction worklist [Efficiency]: Give each queue and agent a live list of interactions past their target age so nothing breaches unseen.
Alert on response-SLA risk [Service]: Flag interactions trending past their response SLA in time to answer before the customer is failed.
Alert on reopens [Service]: Notify a lead when a completed interaction reopens, so it is handled as a continuation rather than a cold new case.
Route escalation-prone categories to a fix [Efficiency]: Feed the categories with the highest escalation rate into training and process changes, cutting transfers at the source.
Enforce disposition on close [Compliance]: Flag interactions closed without a valid business result or disposition, keeping case data trustworthy.
Fast-track priority-segment interactions [Service]: Recognise a priority customer segment on arrival and route ahead of the general queue.

Data tables

INTERACTION_FACT - Accumulating snapshot - one row per interaction (the case/trace).
INTERACTION_RESOURCE_FACT - IRF - one row per resource (IVR/queue/agent) that handled the interaction. The event grain: TECHNICAL_DESCRIPTOR role + talk/hold/wrap-up durations.
MEDIATION_SEGMENT_FACT - MSF - time an interaction spent in a mediation resource (ACD queue, routing point, non-self-service IVR) before an IRF resource. Abandonment shows here.
IRF_USER_DATA_GEN_1 - Attached user data (KVPs) joined to IRF - custom call attributes captured in the flow.
INTERACTION_DESCRIPTOR - Dimension: business attributes of the interaction (service type, customer segment, business result).
MEDIA_TYPE - Dimension of interaction media types (email, chat, and any configured 3rd-party media).
RESOURCE_ - Dimension: agents, ACD queues, virtual queues, IVR ports, and routing points.
TECHNICAL_DESCRIPTOR - Dimension: the role of a resource and the technical result of its handling (Received, RingNoAnswer, Answered, Transferred, Conferenced, Abandoned...).

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