Extract Data from Genesys Task

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).

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Select the Extract data from Genesys task.

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Select the Genesys account to import data from.

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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.

Click Next.

Select the date and time you want to start pulling data from.

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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.

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When you’re finished adding fields, click Save.

Click Add a data destination.

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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.