Work with an interaction reprocessing job
- Genesys Cloud CX 1 or Genesys Cloud CX 2 with WEM Add On or STA Add On, Genesys Cloud CX 3, Genesys Cloud CX 4, or Genesys Cloud EX
- AI Experience tokens
- SpeechAndTextAnalytics > ReprocessInteractions > Add permission
- SpeechAndTextAnalytics > ReprocessInteractions > Delete permission
- SpeechAndTextAnalytics > ReprocessInteractions > Edit permission
- SpeechAndTextAnalytics > ReprocessInteractions > View permission
- SpeechAndTextAnalytics > Programs > View permission
- To view approximate count of interactions to be reprocessed, one of these permissions:
- Analytics > ConversationDetail > View
- Recording > Recording > View or Recording > RecordingSegment > View
This feature enables Genesys Cloud administrators and analysts to apply changes made to topics across historic interactions retrospectively . Use the reprocessing interface to create and manage jobs that retroactively analyze interactions based on your latest topic models.
Scope of analysis
- Reprocessing evaluates historical interactions based on the programs selected in the dropdown.
- New programs with new or updated topics are not included, since historical interactions are not linked to them.
- To include new topics, add or update them within an existing program.
Processing limits
- Each reprocessing job can include up to 250,000 interactions.
Topic detection rules
- If an interaction contains no detected topics, it is marked as failed during reprocessing.
- If no transcript within an interaction contains detected topics (even if a transcript block does), the interaction is still marked as failed.
- If the selected program has no topics at the time of reprocessing, the interaction’s existing topics remain unchanged.
CSV output behavior
- The generated .csv file lists only newly detected topics.
- It does not show removed topics or provide before-and-after comparisons.
- Navigate to Admin > Interaction Reprocessing.
- Click Menu > Conversation Intelligence > Speech and Text Analytics > Interaction Reprocessing.
- A table lists all Reprocessing Jobs with statuses such as Queued, In Progress, and Completed.
- For each job, you can:
- View details (filters, job creation time, program associations).
- Export impacted Interaction IDs.
- Delete completed or obsolete jobs.
- Click the job name to view:
- Program selection
- Filter criteria
- Timeline range
- Media types and other attributes
- Navigate to Admin > Interaction Reprocessing.
- Click Menu > Conversation Intelligence > Speech and Text Analytics > Interaction Reprocessing.
- Click Create a Job.
- Provide the following required inputs:
- Job name
- Date range (for the historic interactions to process)
- Programs (where Topic/Category changes apply)
- Media types (for example, voice, chat)
- (Optional) Add advanced filters to refine your interaction selection.
- Review the Estimated Interaction Count that appears.
- Click Publish to submit the job for processing.
- After publishing, the job enters a Queued state.
- Once started, a Progress Bar indicates the status:
- Queued – Awaiting a turn in the processing queue.
- In Progress – Processing interactions with real-time updates.
- Completed – Job is done; export option becomes available.
- Hover over the progress bar and view details such as:
- Percentage complete
- Number of interactions processed
- If the job is delayed, it’s likely due to the time needed to retrieve data from Content Search. This behavior is expected and typically resolves within minutes.
- Once a job is completed:
- Click the three-dot menu next to the job in the list.
- Select Export (formerly “Export Interaction IDs”).
- A .csv file downloads containing Interaction IDs that were impacted by the reprocessing.
- These IDs are useful for:
- Auditing
- Manual investigation
- Reingestion to other analytics platforms
- Before job submission, an Estimated Interaction Volume is shown.
- Genesys provides a free monthly quota (2,000 interactions/agent/month).
- Jobs that exceed this quota incur extra charges.
- Billing is inactive during Limited Availability (LA); usage is free until GA release.
Practice | Description |
---|---|
Program awareness | Only include programs that contain updated topics. |
Scope management | Apply tight filters (for example, media types, recent dates) to limit processing. |
Export IDs | Download interaction IDs for records or further processing. |
- Admin identifies a recurring issue and creates a topic to track it.
- Admin navigates to Interaction Reprocessing and selects affected Programs, Date Range, and filters.
- Job is published and queued for processing.
- Upon completion, the updated topic is retroactively applied.
Q: Can I edit a job after I publish it?
A: No. Once a job is published, it cannot be modified. You can delete and recreate it if necessary.
Q: Why can’t I export interaction IDs until a job completes?
A: Export is only available after processing is finished to ensure accurate results.
Q: How do I know which Programs contain my Topic?
A: Review Topic assignments in the STA configuration interface before running the job.