Reprocess interactions overview

The Reprocess Interactions feature enables Genesys Cloud administrators and analysts to retrospectively apply changes to topics across historic interaction data. By reprocessing interactions on demand, users can ensure that newly created or modified topics are reflected across past conversations. This powerful capability enables organizations to unlock deeper, more accurate insights from their historical STA data. This feature is designed to help you maximize the value of their STA investment by unlocking historical understanding. For large enterprises and multinational organizations, this is especially critical in tracking long-term customer experience trends and supporting strategic business decisions. 

With Reprocess Interactions you can:

• Complete historical visibility – Retroactively recognize issues, trends, or shifts in customer experiences using newly configured STA topic models.
• Flexible on‑demand updates – Launch reprocessing jobs at any time. There is no need to wait for scheduled analytics runs.
• Targeted scope – Define the set of interactions by filtering media types, date range, and program associations.
• Operational clarity – Monitor job creation, progress status, affected interaction counts, and downloadable identifiers.

Usage example

1. Administrator creates a new Topic to capture a known service issue.
2. Using Interaction Reprocessing, the administrator selects relevant programs, defines filters (for example, past 6 months), and publishes the job.
3. STA retroactively labels historic interactions based on the new Topic.
4. Analysts run fresh dashboards and reporting using the refined dataset.

Best practices