This article requires the Conversation Level Data data set. If you do not see it listed when creating a new report, contact Brightmetrics Support, and we can enable it for your account.
The Conversation Level Data data set gives you a granular, one row per conversation view of your Genesys Cloud call center activity. Unlike reporting views that create a separate row for each queue leg or agent a conversation touches, Conversation Level Data collapses all of that activity into a single record per conversation. A call that gets transferred between three queues and two agents still counts as one conversation, not three. Use First Queue, Last Queue, First User, and Last User to see where a conversation started and ended, and use All Queues, All Users, and All Dispositions when you need the full list of everything that happened along the way.
Table of contents
- Confirm the Conversation Level Data data set is available on your account
- Available dimensions and values
- Build a conversation-level summary report
- View individual conversation detail
1. Confirm the Conversation Level Data data set is available on your account
Before building a report, confirm that the Conversation Level Data data set is available on your account.
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Navigate to the Reports page and click the green + icon in the upper right corner to open the Create Report dialog. -
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In the Create Report: Data Selection dialog, look for Conversation Level Data under the Call Center section. If you see it, select it and click Next to start building your report.
If Conversation Level Data does not appear in the list, contact Brightmetrics Support to have it added to your account.
2. Available dimensions and values
The Conversation Level Data data set includes a wide range of dimensions and values you can use to build reports. Dimensions let you slice and group your data as row or column groupings, while values are the metrics you measure.
On the dimension side, you'll find queue and agent routing fields like First Queue, Last Queue, All Queues, First User, Last User, and All Users, disposition and media fields like All Dispositions, Last Disposition, Wrap Up Codes, and All Media Types, and standard conversation attributes like Conversation Id, Date/Time, Direction, and Disconnect Type. On the value side, you'll find conversation counts such as Count - Conversations, Count - Transfers, Count - Hold, and Count - Users, time metrics such as Time - Duration - Total, Time - Talk - Total, and Time - Hold - Total, and summary-level percentages and averages such as %Pct - Answered and Count - Transfers - Avg.
Hover over any field name in the Fields panel to see a definition of what that dimension or value measures.
To see a full breakdown of every field available in this data set, go to Data Definitions.
3. Build a conversation-level summary report
If you're new to building reports in Brightmetrics, see Getting Started in Brightmetrics for an overview of the report builder.
A simple starting point is to group by First Queue in the Rows and add the following values: Count - Conversations, Time - Duration - Total, Time - Hold - Total, and Count - Transfers.
| Rows | First Queue |
| Values | Count - Conversations, Time - Duration - Total, Time - Hold - Total, Count - Transfers |
| Filter | Date range |
This gives you a per-queue view of conversation volume, total handle time, total hold time, and transfer activity, without inflating the conversation count when a call is routed through multiple queues. Because Count - Conversations reflects unique conversations rather than queue legs, the totals across all queues in this report will not exceed your organization's actual conversation volume for the period.
In the example below, we can see 1,392 calls came into the Account Service queue, and of those, 403 were transferred out elsewhere:
To see where conversations started versus where they ended, add Last Queue alongside First Queue as a second row grouping. A conversation with a different First Queue and Last Queue was transferred at least once. If the two match, the conversation was handled start to finish within a single queue.
In this example, we can see a majority of the calls transferred from Account Service are going to Support Assistance. This may help identify a routing issue in the IVR:
Use Count - Queues and Count - Transfers alongside First Queue and Last Queue to identify conversations that moved through several queues before reaching a resolution.
4. View individual conversation detail
From any summary report, click the green + icon to the left of a row to drill into the individual conversations that make up that group. The detail view shows one record per conversation, so you will not see the same Conversation Id more than once, even if that conversation was routed through multiple queues or agents.
In the detail view, add All Queues, All Users, All Dispositions, and Wrap Up Codes to see everything that happened during a single conversation, while First Queue, First User, Last Queue, and Last User remain fixed to that conversation's actual start and end points.
Have any questions or need help? Email us at support@brightmetrics.com.