Workforce Engagement Management

Hi everyone,

I'm wondering if anyone has found a way to bulk export interaction transcripts from Genesys Cloud.

We're looking to retrieve transcripts for a large number of interactions rather than opening and exporting them one by one. Ideally, we'd like to:

• Export transcripts in bulk for a specified date range
• Include interaction details (interaction ID, queue, agent, date/time, etc.)
• Export to a format such as CSV, JSON, or text files
• Automate the process if possible using APIs or reporting tools

I've reviewed some of the standard reporting and interaction views, but I haven't found a straightforward bulk export option for transcripts specifically.

Has anyone successfully done this? If so:

• What method did you use?
• Did you leverage Genesys Cloud APIs?
• Are there any limitations or considerations we should be aware of?

Any guidance or best practices would be greatly appreciated.

Thanks in advance!

Hi @Luigi Angelo Alana,

There isn't currently a native bulk export transcripts feature in Genesys Cloud that lets you download large volumes of transcripts directly from the UI.

The most common approach is to use the Genesys Cloud APIs:

1. Query interactions for the desired date range using the Analytics APIs.
2. Retrieve the interaction details (interaction ID, queue, agent, timestamps, etc.).
3. For interactions that contain transcription data, use the conversation-related APIs to retrieve the transcript content.
4. Export the results to CSV, JSON, or another format using your own script or ETL process.

A few considerations:

• Transcript availability depends on the features and licenses enabled (e.g., Speech & Text Analytics / transcription).
• API rate limits should be considered when processing large date ranges.
• Retention policies may affect how far back transcripts can be retrieved.
• For very large volumes, it's best to process interactions in batches and use asynchronous jobs where available.

We've seen customers build automated exports using Python, PowerShell, Azure Functions, AWS Lambda, or other integration platforms to run on a schedule and store transcripts in a data lake, database, or file repository.

If your goal is analytics rather than long-term storage, you may also want to review Speech & Text Analytics capabilities before exporting everything, as some insights can already be accessed within Genesys Cloud.

Unfortunately, I'm not aware of a single out-of-the-box report that exports transcript text in bulk directly from the Genesys Cloud interface today.

Regards,

Thanks @Cesar Padilla, this sounds a bit complicated for someone who's never worked with APIs before 😅.

I was hoping there might be a simpler, native way to export transcripts in bulk directly from Genesys Cloud. Hopefully Genesys considers adding an out-of-the-box bulk export option in the future, as I imagine it would be helpful for QA, compliance, analytics, and other use cases.

Thanks again for pointing me in the right direction!