Genesys Cloud
Reprocess interactions in speech and text analytics (STA)

Announced on Effective date Aha! idea
2025-07-21 - Aha! link

The Reprocess Interactions feature empowers Genesys Cloud administrators and analysts to apply changes retrospectively to topics across historic interaction data. By reprocessing interactions on demand, users can ensure that newly created or modified topics and categories are reflected across both future and past conversations. This powerful new feature enables organizations to unlock deeper, more accurate insights from their historical speech and text analytics (STA) data.

The Reprocess Interactions feature is designed to help you maximize the value of your STA investment by unlocking historical understanding. For large enterprises and multinational organizations, this process is especially critical in tracking long-term customer experience trends and supporting strategic business decisions.

Why reprocess interactions?

Until now, newly defined Topics could only impact interactions in the future. This prevented users from analyzing historic data through the lens of their evolving business questions and needs. The Reprocess Interactions feature resolves this gap, enabling teams to:

  • Retroactively apply updates to topics
  • Investigate past spikes, challenges, or support issues with fresh context
  • Deliver more comprehensive root cause analysis
  • Maintain consistency in analytics and reporting over time

By aligning your historical data with the latest configurations, you can significantly enhance the value of your Speech and Text Analytics insights.

Key benefits

  • Historic insight – Apply current analytic models to past interactions for a unified understanding of trends.
  • On-demand reprocessing – Administrators can start jobs as needed directly from the UI.
  • Targeted application – Choose specific programs, date ranges, and filters to reprocess only relevant interactions.
  • Improved organizational agility – Support evolving business needs with greater analytical flexibility.

Feature capabilities

Found under the Admin page, the Interaction Reprocessing UI allows you to:

  • Create new reprocessing jobs with custom filters (for example., media type, program, date range)
  • View all active and completed jobs, along with status, creation date, and processing progress
  • Export interaction IDs associated with a job
  • Delete jobs when no longer needed

A job detail view offers transparency into the filters used, the estimated number of affected interactions, and the list of selected programs.

When Topics are updated or newly introduced, users can reprocess interactions associated with the relevant programs. As Topics are program-specific, selecting the correct programs is a required step. This process ensures precise alignment between the updated Topics and the intended interaction set.
Job creation includes a queuing system and a visible progress bar. Users can experience slight delays between job submission and processing due to data retrieval from content search systems. This behavior is expected, and ongoing investigation will optimize these durations for better predictability.
While billing is not currently active, a free usage allocation applies once billing is introduced. Charges can incur for usage beyond the free threshold. The UI provides estimated interaction volumes to assist with future cost planning.

User stories and use cases

  • As an Administrator, I want to reprocess historical interactions so that I can apply new Topics or Categories retroactively and derive fresh insights from legacy conversations.
  • As a Business Analyst, I want to analyze historical trends to better understand past challenges or service gaps.
  • As a CX Manager, I want to fulfill internal business requests for deep-dive reports on historic incidents, using the most accurate and current analytic framework.