Genesys Cloud (formerly PureCloud)

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Exporting Data

  • 1.  Exporting Data

    Posted 10 days ago
    We consider ourselves a small call center taking about 15,000 call per month. We have been attempting to export a full years worth of queue performance information and the export fails. Support suggested rather than trying to pull a full year, do it in small time periods.

    With smaller time periods I get mixed results. I have tried just Jan 2020 and once it failed but the next time I tried it was successful.
    when exporting calls for a 3 or 6month period I get the same results sometime it works, sometimes it doesn't.

    Any tips or suggestions on how was can get a full year of data?

    Is it just me but I find this difficult to believe that I'm unable to export a full year.


    Ben Marthin
    Vehicle Service Group, LLC
    Genesys Cloud Go Live: 7/2019

  • 2.  RE: Exporting Data

    Posted 9 days ago
    Ben - can you tell me if you are trying to export this data directly via the UI or are you using our /jobs endpoint to extract the data via the API?  I'm assuming its the former so I'll ask a few other questions:

    1. When you say the export fails - what does that mean?  Does the file never generate?  Do you get an empty file?  Are there any errors presented to you in the UI?
    2. Are you attempting to export ALL columns of just a specific subset of columns?  
    3. Could you provide a screenshot of the export settings you are trying to use?
    4. Are you doing anything to your interactions that would greatly increase the amount of data attached to them?  Any extra participant data being added or anything like that from the flows or an agent script?
    As you pointed out - 15K calls per month is not all that substantial, however the amount of data generated under the hood is still not trivial and, as support points out, breaking the export into smaller batches is best practice.  That said - I don't think I'd expect any of these to fail.

    If you can provide some answers we can try to get to the bottom of this and we can make sure support is looped in to help along the way.


    Chris Bohlin
    Product Manager - PureCloud

  • 3.  RE: Exporting Data

    Posted 5 days ago
      |   view attached

    Thanks for the response. I have been swamped with other things and was not able to respond earlier.

    1) Yes we are attempting to run the reports using the UI
    When it fails, I receive a notification in my inbox. It has a red triangle with an exclamation mark. When you hover over it, it states  "Export Failed"
    2) No we are we are attempting to export all columns.
    4) We are fairly plain vanilla with our flows in my opinion. However we do capture some data on our Self Service flows and while they have been remarked out, we do also have Salesforce screen pop.

    Based on your response I have attempted a few things with hopes that it would export successfully. Have filtered to only include inbound  and initial direction inbound calls and removed several of the columns and they continue to fail.

    I have uploaded a word document with a screen shot and included a few of the export ID of the failed exports.

    Best Regards,

    Ben Marthin
    Vehicle Service Group, LLC
    Genesys Cloud Go Live: 7/2019


    Genesys Data Export.docx   127 KB 1 version