Extract Data from Genesys Task
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About the Extract Data from Genesys Task
With the Extract Data from Genesys task you can extract conversational data (chats or emails) from the Genesys Cloud platform and bring it into Qualtrics. You can then analyze your Genesys data in Qualtrics. This allows you to efficiently derive insights on customer sentiment and agent performance.
Attention: This task loads conversations between agents, bots and customers. It may include PII (Personally Identifiable Information) and PCI (Payment Card Industry) data. To redact sensitive data, add a Redact and Substitute data task to your workflow.
Qtip: While this task can be added to stand-alone workflows, it is best used within the end-to-end setup of omnichannel listening.
Qtip: For more information on using data loading and extracting tasks, see using Workflows tasks to build ETL.
Setting Up an Extract Data from Genesys Task
Qtip: We recommend scheduling this extractor task to run weekly, or within the expiration time of your authentication token, whichever is shorter.
Create a workflow. It is recommended to create this task in a Chat Data project or Email Data project. This task can also be added to an ETL workflow or a scheduled workflow.
Add a new task. If you’re creating an ETL workflow, select Data source (ETL extractor).
Select the Extract data from Genesys task.
Select the Genesys account to import data from.
Qtip: Any Genesys accounts you’ve previously connected as well as accounts set up by Brand Administrators will be available here.
If you’d like to add a new Genesys account, click Add a user account.
Qtip: After clicking Add a user account, give the account a name and enter the account credentials, then click Connect account. After clicking Connect account, login with your Genesys credentials. For more information, see Genesys Credentials.
Click Next.
Select the date and time you want to start pulling data from.
Qtip: The date filter will only apply the first time the workflow is run. Changing the date after the workflow is run won’t have an effect on subsequent workflow runs.
Click Next.
Select the Genesys fields you want to import. After selecting a field(s), click the right arrow to move it to the selected attributes table. Available fields are displayed on the left, and fields that will be imported are displayed on the right.
When you’re finished adding fields, click Save.
Click Add a data destination.
Select the Load data to Conversational Analytics task.
Configure the task using the data from the Genesys extractor you just configured. See the Load Data to Conversational Analytics Task support page for more information, including instructions for configuring the loader task.
Limits
Email Extraction Limits
A maximum of 30,000 records can be pulled each time the workflow your task is in runs. To pull in historical data you can use the “Run workflow with custom date range” setting after clicking the Run Immediately button. This will only pull data from your specified date range when the task is run.
Chat Extraction Limits
A maximum of 50,000 records can be pulled each time the workflow your task is in runs. To pull in historical data you can use the “Run workflow with custom date range” setting after clicking the Run Immediately button. This will only pull data from your specified date range when the task is run.
Genesys Credentials
Attention: If you have not yet created an OAuth client within Genesys, you will need to do so before you can connect your account. See the section below for instructions.
If you are connecting a new Genesys account to Qualtrics when setting up your task, you will have to provide your Genesys credentials. The following information is required:
Name: The name your user account will have in Qualtrics. This name will only be used internally to refer to the account.
Grant Type: Select between Client credentials (recommended) or Authorization code.
Attention: Selecting a grant type when adding a Genesys account in Qualtrics is only available within a Voice project. The “client credentials” grant type is only available for Voice projects.
Client ID: The ID created when you generate a new OAuth client. See the section below for more information.
Client secret: The secret created when you generate a new OAuth client. See the section below for more information.
Token endpoint: https://login.{yourGenesysdomain}.pure.cloud/oauth/token. Replace “yourGenesysdomain” with your Genesys domain. See the Genesys documentation for a list of domains.
Authorization endpoint: https://login.{yourGenesysDC}.pure.cloud/oauth/authorize. Replace “yourGenesysdomain” with your Genesys domain. See the Genesys documentation for a list of domains. This field is only required when you select “Authorization code” as the grant type.
Scopes (optional): This is optional, as scopes should already be defined within Genesys.
Genesys Domain: Your Genesys cloud region. See the Genesys documentation for a list of domains.
Example: If your region is Americas (US West), your domain is usw2.
Once you’ve added your credentials and click Connect account, you’ll be redirected to login to Genesys.
Creating an OAuth Client
Creating an OAuth Client within Genesys allows you to connect your Genesys instance to Qualtrics. Follow the steps below to create an OAuth Client with the necessary information to integrate with Qualtrics. Visit the Genesys documentation for more information.
Log in to Genesys.
Navigate to the IT and Integrations menu.
Select OAuth.
Click Add Client.
Enter a name and description.
Select the Grant Type. See the sections below for more information on creating an OAuth client using either the “Client Credentials” or “Code Authorization / PKCE” grant types.
Click Next.
Client Credentials OAuth Client
Attention: This grant type is only available for Voice projects.
If you want to create your OAuth client with the Client Credentials grant type, enter the following information in Genesys:
Assign Roles: The following permissions are required for this role:
- Analytics > Conversation Detail > View
- Analytics > Conversation Aggregate > View
- Analytics > Agent Conversation Detail > View
- Conversation > Communication > View
- Recording > Recording > View
- Recording > Recording Segment > View
- Recording > Annotation > View
- Recording > Recording Job > View
- Directory > User > View
- Routing > Queue > View
- Routing > Skill > View
Qtip: Roles can be created under User Management. See the Genesys documentation for more information.
Token Duration in seconds: The maximum (172800 seconds) is recommended, but not required.
Code Authorization / PKCE OAuth Client
If you want to create your OAuth client with the Code Authorization / PKCE grant type, enter the following information in Genesys:
Token Duration in seconds: The maximum (172800 seconds) is recommended, but not required.
Authorized redirect URLs: Each URL should be on its own line.
- https://{quatricsUrlWithBrandID}.com/oauth-client-service/redirect
- https://{yourQualtricsDatacenter}/oauth-client-service/redirect
- https://qualtrics.com/oauth-client-service/redirect
Example: If your brandID is CompanyOne and your datacenter is co1, you would add the following URLs: https://CompanyOne.co1/oauth-client-service/redirect, https://co1.qualtrics.com/oauth-client-service/redirect, https://qualtrics.com/oauth-client-service/redirect.
Scope: Add the following scopes:
- Analytics:readonly
- Authorization:readonly
- Conversations:readonly
- Messaging-platform:readonly
- Messaging:readonly
- Oauth:readonly.
- Web-chat:readonly
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