Work with an interaction reprocessing job

Feature coming soon. Billing is currently inactive during Limited Availability (LA); usage is free until GA release.

Prerequisites
  • 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.

Notes:
  • Reprocessing interactions applies only to topics associated with selected programs. Select appropriate programs during job setup to ensure accurate results.
  • One reprocessing interaction job can only process a maximum of 250,000 interactions.
  • If any program within an interaction matches a reprocessing job filter, the entire interaction is reprocessed.
  • Unless at least one new topic is detected in that block, the topic reprocessing feature cannot delete all topics in a transcript block.
  • If an interaction contains no detected topics, it is marked as failed during reprocessing.
  • If none of the transcripts in an interaction contain detected topics, even if one transcript block does, the interaction is considered a failed interaction.
  • If the selected program for reprocessing has no topics at the time of reprocessing, the interaction’s existing topics remain unchanged.
  • The reprocessing .csv shows only newly detected topics; it does not display topics that were removed (for example, no before-and-after topic comparison).

  1. Navigate to Admin > Interaction Reprocessing.
  2. Click Menu > Conversation Intelligence > Speech and Text Analytics > Interaction Reprocessing.
  3. A table lists all Reprocessing Jobs with statuses such as Queued, In Progress, and Completed. 
  4. For each job, you can:
    • View details (filters, job creation time, program associations).
    • Export impacted Interaction IDs.
    • Delete completed or obsolete jobs.
  5. Click the job name to view:
    • Program selection
    • Filter criteria
    • Timeline range
    • Media types and other attributes

  1. Navigate to Admin > Interaction Reprocessing.
  2. Click Menu > Conversation Intelligence > Speech and Text Analytics > Interaction Reprocessing.
  3. Click Create a Job.
  4. 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)
  5. (Optional) Add advanced filters to refine your interaction selection.
  6. Review the Estimated Interaction Count that appears.
  7. Click Publish to submit the job for processing.

Note: Only topics linked to selected programs are reprocessed. Be sure to update or assign topics to relevant programs before starting reprocessing.

  • 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:
    1. Click the three-dot menu next to the job in the list.
    2. Select Export (formerly “Export Interaction IDs”).
    3. 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.