This article explains how to export Genesys Cloud recordings and associated metadata to an Amazon Simple Storage Service (AWS S3) where it can be retrieved by Call Journey and processed through its VoiceAI service. The VoiceAI service provides advanced speech and text analytics and delivers insights into Agent Performance, Customer Experience (emotion, sentiment, negative experience, etc), Call Drivers, Trends, and Risk & Compliance.

Other Important Information

• If not done previously, Call Journey will now automatically redact the IVR and any Audio Events (hold times).

• Calls with no start time and date, no queue ID or no user ID (agent UID) in the metadata file uploaded to S3 will not be processed.

  • NB: there will be cases where the user ID is provided in the metadata file but the Genesys api will return no agent name. These calls will still be processed.

• Call routing:

  • If call routing is based on queue names, then the routing will be based on the first queue listed in the metadata file.

  • If the first queue listed is not a provided parameter, then the second queue will be used (if one is provided).

• Depending on your Genesys Cloud settings:

  • Conversations with multiple segments/recordings (typically occurring where a call is transferred to another agent) may now be shown separately in Wordbench

    • Each segment will have its own unique recording ID, but have the same conversation ID.

    • All segments of the conversation can be located in Wordbench by searching on the conversation ID.

  • Calls where the agent puts the customer on hold while making inquiries with other agents or departments but then returns to the customer may not result in multiple segments/recordings but may show multiple agents on the call. This is a feature of the Genesys Cloud platform.

Setting Up the AWS S3 Integration

Install the S3 Integration

Log into Genesys Cloud and select Admin and then Integrations.

Add an Integration.

Search for the AWS S3 listing and select Install.

Give a name to your Integration and then select the Configuration tab.

Enter the S3 Bucket name and then select the Credentials tab:

Select Configure and enter the Role ARN. Select OK and Save the settings.

Back on the Integrations page, you should see your newly created Integration.

Under Status, select Active/Inactive to activate the integration and select Yes to confirm.

That completes the Integration set up.

Create a Policy Rule

Select Admin and then Policies.

You will find Policies under the Quality heading or use the search box to search for Policies.

Create a new policy.

You now have to configure a Policy Rule to instruct Genesys Cloud WHAT calls to send to AWS S3 storage.

• Enter a name for the Policy Rule

• Decide the criteria that each call needs to meet in order to be sent for exporting to AWS S3.

• Ensure you select Export Recording With Integration and enter the name of the Integration you created above.

The settings below show Inbound Calls from the DevTest queue are being sent to the “AWS S3 Bulk Export Integration” integration.

Select Save to finish.

Any call meeting the criteria set out in the Policy Rule will be exported to AWS S3.

Give Call Journey Access to the Genesys API

Two steps to providing Call Journey with access to the Genesys api:

1. Create a Role with the Correct Permissions

2. Create an OAuth Client

Create a Role with the Correct Permissions

To change or add a role and permissions in Genesys Cloud, please follow the steps below.

1. Login to your respective Genesys Cloud portal
   

   

   
   

2. Click Admin and then Under People and Permissions, click Roles/Permissions
   

   

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3. Click  Add Role
   

   

   
   

4. Enter a Name and optional Description in the fields.
   

   

5. Click Permissions tab

6. Assign the following Permission sets by clicking the tick boxes as shown in the images below.

• Recording > Recording > View

• Routing > Queue > View

• Routing > Wrap-Up Code > View

• Analytics > conversationDetail > View
  

  

  

7. Assign the correct Division to role by clicking Change Membership button

8. In the pop-up window, click the toggle button “

Set divisions for (n) assigned person“

9. From the “Add Divisions” textbox field, search the appropriate division to be assigned to role and click the save button

Create an OAuth Client

1. Login to your respective Genesys Cloud portal
   

   

   
   

2. Click Admin and then Under Integrations, click OAuth
   

   

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3. Click Add client: the Client Details tab appears.

Set App Name to a descriptive name of the app. This name is shown when someone authorizes this OAuth client.

(Optional) Type a brief description of the app in the Description box.

4. Set the Token duration time - the time until tokens created with this client expire. Accept the default duration, or enter a value between 300 and 172800 seconds. This sets the lifetime of the token to a maximum of 2 days or less.

5. Choose “Client Credentials” option under Grant Types. Grant Types set the way an application gets an access token. 

6. Click the Roles tab and assign the specific role created for Genesys S3 integration to enable access to OAuth client.

7. Click Save. Genesys Cloud creates a Client ID and a Client Secret (token).

8. Provide Call Journey with the Client ID and Client Secret

Provide Call Journey with Segmenting Details

The default integration will process all calls to a single folder in Wordbench.

If you wish to segment your calls into multiple folders on Wordbench, you will need to provide Call Journey with the relevant criteria to route the calls based on the metadata provided in the S3 bucket.

The most common metadata fields used for segmenting calls are also the most common fields used when creating the Policy Rule:

• Queue Name/GUID

• Call direction

• Call duration

If using any field with a GUID (eg queues), the best approach is to export the queue GUIDs and their plain English names into a csv or Excel file and insert the relevant Wordbench folder name against each entry.

Provide Call Journey with this “mapping” file along with any other relevant criteria.

As an example, you may have two routing rules:

1. For the Wordbench SupportInbound folder use:

   1. Queues:

      1. 6b4b33d3-90a0-4241-bb93-5610c01264bc

      2. 9t6c2213-78a0-3278-xx45-7878b98762fg

   2. Call direction: Inbound

   3. Duration greater than 60 seconds

2. For the Wordbench SalesOutbound folder use:

   1. Queues:

      1. 7h8v22w2-67a0-1278-gg94-8456c01264bc

      2. 8456c01g-5690-3028-jk45-9328b99332yt

   2. Call direction: Outbound

   3. Duration greater than 300 seconds