Export view data

Prerequisites

The following permissions:

  • AnalyticsData Export > All 
  • Analytics > Data Export > Publish (to export to email addresses)

  • AnalyticsData ExportSchedule (to schedule exports)
  • Reporting > customParticipantAttributes > view (to export custom participant attributes)

Any prerequisites needed for the view you want to export. For more information, see each view’s article.

Export the data from selected views as a CSV file or a PDF report delivered to your inbox in Genesys Cloud. You can export all the data from a view or export only the data from selected columns. The CSV files can be opened in spreadsheet software, such as Excel, and the PDF report can be opened in a PDF reader. 

You can export data from the following views, including aggregate performance data for the detail views listed:

  1. (Optional) Filter by date, queue, language, skills, or other interaction details. The exported file uses these filters for the exported data. For more information about filtering data in a view, see the article for the view you want to export.
  2. Click Export . The Export pane opens. 
  3. Change the name of the file or keep the default file name in the File Name field. The default file name includes the date and the name of the view. If you export data from the same view multiple times in one day, then all of those files have the same default name. 
  4. To export only the columns shown in the view, select Selected Columns. The columns are exported in your preferred order, shown in the view.  
  5. You can send a CSV file or a PDF report in an email. To email the CSV file or PDF report, enter up to 10 email addresses, separated by a semicolon ( ; ) or a comma ( , ). This feature requires the Analytics > Data Export > Publish permission, to export to email addresses. 
  6. To choose how often you want an export to run, select Schedule export. Choose a Time period, and then select a Recurrence for the export to run. Next, choose the options you want for your selections, such as Minutes past the hour, Day of week, Day of month, Day of quarter, Request time, Run on days, and Run on hours
  7. Click Show Advanced Options.
  8. If the view contains a duration column, time values are formatted in milliseconds. To format time values in HH:MM:SS.mmm, select the Format Durations option on the Export pane. 
  9. If the view has the export option Include Custom Attributes, to include custom participant attributes in the export, select the Include Custom Attributes check box..
  10. If you are viewing the data as a group (View as group) of agents, queues, or DNIS numbers, for the export to include the group aggregate data for all the filters plus the individual data for each of the filters, in the Export pane select Split Filters.
  11. To convert time values in the export file from the time zone set on your computer to a different time zone, select a time zone option in the box for your export file.
  12. You can set the locale for the data exported from a view. The locale setting displays text, and date and time formats in the selected language. Select the language in the locale box.
  13. For CSV export files, select the Comma ( , ) Delimiter or the Semicolon ( ; ) Delimiter to separate values.
  14. If the view has the export option Split by Media Type, to export the data by media type, such as call, callback, chat, or email, select the Split by Media Type check box.
  15. If the view has the export option Include Summary Row, you can add a row to the top of your export that includes the sum of all the numeric columns. To add this row to the export file, select the Include Summary Row check box.
  16. If the view has the export option Exclude Empty Rows, select this check box to remove rows in the export file that do not have data. 
  17. Select CSV or PDF in the file format box.
  18. Click Export. The file appears in your inbox. 

Notes:
  • If you have scheduled the export, the Export button changes to Schedule. If you are emailing the export, the button changes to Export & Email. If you have selected to schedule and email the export, the button changes to Schedule & Email.  
  • To view your Scheduled Exports, in the Export pane click View existing export schedules
  • You cannot edit a scheduled export. If you need to modify a schedule for an export, delete or disable the existing scheduled export and create a new one.

In the inbox, you can see the status of your exports, including a progress bar displaying the completion percentage of the export.

Symbol Status Description
Export submitted Submitted Genesys Cloud received your request for the export and will create the export. 
Export in progress In Progress Genesys Cloud is creating your export. 
Canceling Genesys Cloud is in the process of canceling the export. 
Canceled Genesys Cloud canceled the export. 
Export failed-error Error An error occurred during the creation of the export. 
Export complete- download Complete The export is complete and you can download it. 
Partial results The export contains partial results and can be downloaded.

Genesys Cloud completes exports in the order that you request them. To start another export, cancel a current long-running export. 

  1. On the sidebar, click Inbox.Inbox icon
  2. In the Inbox pane, click Exports .
  3. Beside an in-progress export, click More In-progress view export More
  4. Click Cancel. Genesys Cloud starts the next export waiting to run. 
  5. To clear the canceled export, click the X beside the export.Cancel export- clear export

Note: You cannot restart a canceled export. If you cancel an export and then create the same export again, Genesys Cloud places it at the end of the queue of exports to run. 

  1. On the sidebar, click Inbox.Inbox icon
  2. In the Inbox pane, click Exports .
  3. Beside the export you want to download, click Download. The system downloads the export to your computer’s Downloads folder. Exported file in inbox download
  4. To delete or mark the file as read, click More .Exported file in inbox More

Exports that run frequently or cover large data sets affect responsiveness for your entire organization. Exports are queued for processing in the order they are submitted, so when many exports are triggered at the same time, you might find that the exports are showing in the Inbox with a submitted status. Therefore, when creating exports configure them so that they give you the information to run your business effectively, but consider some of the following best practices to maximize performance. 

Genesys Cloud does not have rules for when you can run exports because factors vary by organization: export responsiveness is a combination of view settings, time of day, and how busy the system is when exports run. To minimize export run time, ask yourself the following questions:

  • Are my view filters overly broad? For example, am I running a "year to date" export every day? Am I running an export that has hundreds of users when I only care about a smaller number?

Best practice: Adjust export filters so that the export includes fewer agents, queues, interactions, or days. The less data in the export, the quicker it completes.

  • Am I running my exports at the same time as other users?

Best practice: If possible, run exports during non-peak hours. For example, run daily, weekly, and monthly exports late at night or early in the morning. For hourly exports, we see that many users run right at the hour or a few minutes after, so choose non-peak times of day: 10 or 15 minutes before or after the hour. 

  • Do all my colleagues run this exact same export at the exact same time?

Best practice: Ask one user to run and distribute exports that the entire team uses. 

  • Am I asking for more data than I need?

Best practice: If you only need a subset of the total columns available, using Selected Columns speeds up your export time, especially for the agent views.


      Notes
      • Views that contain large data sets can take longer to generate and might not be available to download immediately. These exports appear as in-progress the inbox, and after Genesys Cloud finishes creating it, are downloadable from the inbox.
      • Genesys Cloud automatically deletes the exported file from your inbox 10 days after you create it.
      • You can export up to 2,500 entities at a time in aggregate Performance views. Use primary filters to break down your export into separate export files. For example, you can filter the agents by Agent name, Role, Reports to, Location, Group, or Division. 
      • When exporting using the View as group option in the aggregate detail views, you are limited to 100 Queue IDs or 300 User IDs. If you exceed these limits, a warning message appears, preventing the export. To export the file, filter out the number of entities in your view, by reducing the number of queue or user IDs in your group.
      • The export file contains all of the exported data available in the view, with the following differences:
        • The export contains all rows for the view, not just the rows visible on the current page.
        • The columns in the exported file remain constant even if you have hidden or rearranged the columns in the view. When you select Selected Columns, only the columns shown in the view are exported, in the order you preferred. 
        • If you use filters, such as skill or language, then the exported file’s filter column lists which filters you used. If you did not use filters, then the filter column remains empty.
        • The export displays time values in milliseconds. 
        • Views display time values in minutes and seconds. When exporting views with a duration column, the time values are formatted in milliseconds. If you want time values formatted in HH:MM:SS.mmm, select the Format Durations (HH:MM:SS) option on the Export pane.
        • The export displays percentage values as decimals, while views display them as whole numbers. For example, the export displays 0.8 for 80 percent.
        • If the view shows the current interval, then the Interval Complete column in the export says FALSE.
        • Exporting from Interactions views only exports historical data, typically > 1 day old. When you filter by date, such as Today and Yesterday, due to the source and volume of Interactions data, there might be a difference between what is shown in the view and what is exported. If there is a difference, you will receive a partial result indication, and the file shows the partial result date and time, including the most recent available transaction. A partial file is not run again. A partial export only includes data that is greater than one day old. To include missing transactions when the data is available, create a new export based on the partial export time stamps.
          A partial result indication can still return the full result set, and the Partial Result Timestamp, indicating the most recent transaction, shows that the data fell within the requested interval.
      • The Interactions views’ export file contains two additional columns: Full Export Completed, and Partial Result Timestamp. For more information about these columns, see Interactions viewAgents Interactions Detail viewQueues Interactions Detail view.  
      • The Interactions views’ export file contains a Wrap-up Notes column that includes agent after call work notes.
      • Several columns for certain views are not exported in CSV files or PDF reports. For more information, see Available Columns in Agents Status Summary view and Agents Performance Summary view.