Genesys - Availability of Email and SMS Transcripts
Answered
Which connector?:
The request is regarding the Genesys connector
Additional details:
Currently, it does not appear that Email and SMS are available for syncing in either of the Fivetran Genesys API connector options. The two available options are:
- aggregate_query_api
- export_api
Voice transcripts are already available via the "aggregate_query_api" as seen here: https://developer.genesys.cloud/analyticsdatamanagement/speechtextanalytics/transcript-url
Confirmation is still needed, but it appears that the Email and SMS transcripts can be found here: https://developer.genesys.cloud/analyticsdatamanagement/recording/.
Please see this forum post: https://community.genesys.com/discussion/access-a-voice-transcript-via-api
The request is to have email and sms transcripts be made available in the "aggregate_query_api" as it has much lower data latency than the "export_api".
Thanks
-
Official comment
Hi Matt,
Thank you for the detailed request. We are currently reviewing the technical feasibility of exposing email and SMS transcripts alongside voice transcripts. Could you share a bit more about how you plan to use this data once available? We will keep you updated on this thread as we learn more.
Best,
Syead Mujtaba Imam Rizwi -
Hello Syead Mujtaba Imam Rizwi,
Our business plans to evaluate this data for a myriad of possible use cases such as:
- Performance evaluation of our agents
- Targeted training opportunities
- Sentiment analysis
- Dispute resolution
and likely various other areas of opportunity.
Thanks,
Matt
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