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Export Interactions

  • 1.  Export Interactions

    Posted 01-09-2019 10:12
    I'm needing a data dump of interactions so I can compare phone number data to some other internal reports. 

    I'm aware of the DNIS Performance Report but that only goes back to November 2018. 

    There's not an export option on the Interactions page so that doesn't help me. 

    I'm sure there's an API solution for this. We are in the process of getting APIs setup on our side so that's not available yet. 

    Any other options? 

    #Reporting/Analytics

    ------------------------------
    Patrick Orsborn
    Blucora, Inc.
    ------------------------------


  • 2.  RE: Export Interactions
    Best Answer

    GENESYS
    Posted 01-09-2019 13:41

    Patrick-

    The ability to export from the Interactions View is currently in progress in Development.  Its targeted to be delivered in the 1H of this year.     And yes, the API would support you querying for this information. Are you looking for an aggregate (roll-up view) like DNIS view or a more detailed view like Interactions view?



    ------------------------------
    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Export Interactions

    Posted 01-09-2019 14:05
    I could use both. Sometimes I need to look up one number and just see the roll up so the DNIS Performance Report is nice(but with no Nov date cutoff). Other times I need all of the Interactions data like what is in the Interactions view.

    ------------------------------
    Patrick Orsborn
    Blucora, Inc.
    ------------------------------

    Original Message


  • 4.  RE: Export Interactions

    GENESYS
    Posted 01-09-2019 16:24

    Not sure if you've looked at the Analytics Query Builder and some of the tutorials on the Developer Website, but that may be a good place to start for the time being until we have the export available.  For example, if you're looking for your conversation data grouped by DNIS try the following.  

    https://developer.mypurecloud.com/developer-tools/#/analytics-query-builder
    Select your date range 
    Select Group by DNIS
    Select Execute Query.

    Here's a few other resources you might find helpful
    https://developer.mypurecloud.com/api/rest/v2/analytics/overview.html
    https://developer.mypurecloud.com/api/tutorials.html

    Hope this helps!



    ------------------------------
    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: Export Interactions

    Posted 04-10-2019 10:57
    Is there any more specific time frames for getting this extract rolled out, beyond 1H?

    ------------------------------
    Anthony Hilton
    Kognitiv
    ------------------------------

    Original Message


  • 6.  RE: Export Interactions

    Posted 03-03-2019 23:48
    Yes, allowing download of the interaction page data (just like other pages under Performance pages) would be excellent. Many of my customers have asked for this feature.

    ------------------------------
    Meng Yong
    ------------------------------

    Original Message


  • 7.  RE: Export Interactions

    Posted 06-20-2019 01:35
    Has this been delivered or is it due for delivery soon?

    ------------------------------
    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
    ------------------------------

    Original Message


  • 8.  RE: Export Interactions

    GENESYS
    Posted 06-20-2019 09:24
    Darryn-

    This feature is still in development but nearing completion.

    DK

    ------------------------------
    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
    ------------------------------

    Original Message


  • 9.  RE: Export Interactions

    Posted 09-25-2019 11:21
    Hi everyone.

    Do you have any news about the release date of this feature (Export from Interactions View)?

    Thank you in advance.

    Best regards,
    Ana Laia

    ------------------------------
    Ana Laia
    Accenture Portugal
    ------------------------------

    Original Message


  • 10.  RE: Export Interactions

    GENESYS
    Posted 09-25-2019 12:11

    This feature is currently in Beta.  We will be expanding the Beta to additional customers this Friday.  If you'd like to participate, please send me an email.

     

    Thanks!

    DK

     

     

    Darlene Oordt

    Sr. Director, PureCloud Product Management

    M 773.255.3610

    darlene.oordt@genesys.com

    signature_601222372




    Original Message


  • 11.  RE: Export Interactions

    Posted 10-14-2019 10:55
    Hi Darlene,
    Do you have any news about the release date?
    This is a very important feature for us. If it is not available for everybody we would like to partecipate to Beta.

    Regards,
    Simone

    ------------------------------
    Simone Longo
    Fratelli Carli S.p.A.
    ------------------------------

    Original Message


  • 12.  RE: Export Interactions

    Posted 10-15-2019 06:08
      |   view attached
    Can the interactions detail report help with this? might take some work when exported, and depending on how many interactions you have it might be worth doing it on a month by month basis?

    ------------------------------
    Gordon Thomson
    Actavo
    ------------------------------

    Attachment(s)

    pdf
    Interaction Details Report (2).pdf   50 KB 1 version
    Original Message


  • 13.  RE: Export Interactions

    Posted 10-15-2019 06:36
    Thanks Gordon,
    unfortunately it is not possible to filter this report by queue, every day we need a scheduled report to monitor specific queues.

    ------------------------------
    Simone Longo
    Fratelli Carli S.p.A.
    ------------------------------

    Original Message


  • 14.  RE: Export Interactions

    Posted 10-15-2019 06:46
      |   view attached
    Hi Simone - the report is users specific, but the queue shows in the report once it's produced, in the sixth column along as shown in the attached, you could filter using this when the report is output?

    ------------------------------
    Gordon Thomson
    Actavo
    ------------------------------

    Attachment(s)

    docx
    interaction Details Report.docx   28 KB 1 version
    Original Message


  • 15.  RE: Export Interactions

    Posted 10-21-2019 04:02
    Hi Gordon,
    it's true but we need to schedule an automatic export everyday for specific queues without human operation.
    Is it possibile to partecipate to the beta indicated by Darlene?

    ------------------------------
    Simone Longo
    Fratelli Carli S.p.A.
    ------------------------------

    Original Message


  • 16.  RE: Export Interactions

    Posted 10-21-2019 08:19
    i think it's closer to being released - the testing is over.

    ------------------------------
    Gordon Thomson
    Dialler Manager
    Actavo
    ------------------------------

    Original Message


  • 17.  RE: Export Interactions

    GENESYS
    Posted 10-25-2019 15:54
    Happy Friday!  Interactions export is now on the coming soon page and anticipated to release on Wednesday! https://help.mypurecloud.com/features-coming-soon/

    ------------------------------
    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
    ------------------------------

    Original Message


  • 18.  RE: Export Interactions

    GENESYS
    Posted 10-30-2019 10:54
    Interactions export is now available! You should now find the download button in your Interactions, Agent Interactions, and Queue Interactions views if you have Analytics > Data Export > All permissions. Check out the Resource Center for more information: https://help.mypurecloud.com/articles/interactions-view/.

    ------------------------------
    Maisey Harris
    Development Group Manager, Analytics UI & Reporting
    Genesys
    ------------------------------

    Original Message


  • 19.  RE: Export Interactions

    Posted 11-11-2019 04:54
    Hi All,

    The new export interactions feature is very useful however we are unable to export a monthly interval with any user on any of our Orgs, I am assuming that this should be possible?

    We have this logged with support and the issue seems clear to me that it is currently limited to 30 days but some months like October have 31 days...  However support are saying that it is a user issue?

    "message":"Interval for Interactions Search Export can not exceed 30 days.",

    Thanks Luke

    ------------------------------
    Luke Mitchell
    G3 Comms Ltd
    ------------------------------

    Original Message


  • 20.  RE: Export Interactions

    Posted 11-11-2019 06:08
      |   view attached
    Hi Luke,

     I've been able to export the interactions for the entire of October without any errors as can be seen from the screenshot attached.

     I also managed to do it for a couple of months at a time with no errors - not sure were the 30 day limit came from?

     Did support give you any further details on what exactly the user error is?

     Thanks
     Gordon

    ------------------------------
    Gordon Thomson
    Dialler Manager
    Actavo
    ------------------------------

    Original Message


  • 21.  RE: Export Interactions

    GENESYS
    Posted 11-11-2019 08:32
    Hi Luke,

    The message you are getting is inaccurate; the limit imposed by the service is 31 days. That being said, there is clearly an issue here. Are you still able to reproduce this? We put out a fix on Friday night that accounted for different timezones and their respective daylight savings time transitions. If you can still reproduce it, please reach out to me directly and I'll investigate what is going on.

    ------------------------------
    Maisey Harris
    Development Group Manager, Analytics UI & Reporting
    Genesys
    ------------------------------

    Original Message


  • 22.  RE: Export Interactions

    Posted 11-11-2019 09:10
    Great thank you for the information Maisey,

    It has been working since being back to work today, so assuming that the Friday fix resolved the issue

    ------------------------------
    Luke Mitchell
    G3 Comms Ltd
    ------------------------------

    Original Message


  • 23.  RE: Export Interactions

    Posted 11-11-2019 09:58
    Hi Maisey,

     Is part of the fix limiting our ability to select more than 30 days as i could previously do this and had exported a couple of months at a time, but it can't seem to select this now?

     Thanks
     Gordon

    ------------------------------
    Gordon Thomson
    Dialler Manager
    Actavo
    ------------------------------

    Original Message


  • 24.  RE: Export Interactions

    GENESYS
    Posted 11-11-2019 10:02
    No, you should still have a 31-day limit. The fix was around timezones and daylight savings transitions. I'll reach out to you directly for more specifics so I can triage your issue.

    ------------------------------
    Maisey Harris
    Development Group Manager, Analytics UI & Reporting
    Genesys
    ------------------------------

    Original Message


  • 25.  RE: Export Interactions

    GENESYS
    Posted 11-11-2019 10:05

    The duration for export varies by view.  The 31 days is specific to the Interactions View.

     

     




    Original Message


  • 26.  RE: Export Interactions

    Posted 11-11-2019 10:10
    Hi Darlene,

     I had previously been able to select more than 30 days without error, however i notice that the custom date selection no longer allows this and i thought it might have something to do with the change.

     Thanks
     Gordon

    ------------------------------
    Gordon Thomson
    Dialler Manager
    Actavo
    ------------------------------

    Original Message


  • 27.  RE: Export Interactions

    GENESYS
    Posted 11-11-2019 10:16

    Interactions view has always only allowed for viewing a month at a time.  That hasn't changed and the newly added export (released on October 30th) follows that same logic.

     

    DK

     




    Original Message


  • 28.  RE: Export Interactions

    Posted 11-13-2019 09:15
    @Maisey Harris we run a 24/7 call center and provide reporting for the previous 24 hours every morning. From what I can tell, that will not be an option with the export function as the interaction must be > 1 day old. Is that correct? At what time of day should I expect to be able to export for the entirety of the previous day?

    ------------------------------
    Brianna Pierce
    Gerber Products Company
    ------------------------------

    Original Message


  • 29.  RE: Export Interactions

    GENESYS
    Posted 11-13-2019 09:23

    That's correct – the export today is for historical data and that populates nightly.  The times may vary from day to day based on when the job runs / completes.  For more recent data you'd need to query the conversation details /query endpoint




    Original Message


  • 30.  RE: Export Interactions

    Posted 01-09-2020 08:55
    Hi Darlene,

    Is there any plan to increase the frequency of the historical updates, so that we are able to pull interactions less than 24 hours old?

    Thanks,

    Tony

    ------------------------------
    Anthony Hilton
    Kognitiv
    ------------------------------

    Original Message


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