Genesys Cloud CX - Beta HQ

Hey all!

We were granted access to this beta program last week and I started digging into it. The APIs themselves seem straightforward and documented enough, but I have questions around the resulting data returned and how best to work with it.

1. The downloads received via the /bulk POST request don't have a specific file type, and a lot of the characters in that download are not readable in any text-based interface, so I'm wondering what those characters are and if there's anything special we'd need to do to parse data out of them. How is this data structured and what's the best recommended method of importing it elsewhere?
   2. Once I have the downloads, is there a recommended process to go through to clean up that data and push it to a BigQuery/DataLake/etc.? I'm not sure if it's as easy as just sourcing these files directly to pull into BQ, and want to have a good idea of the flow there before trying anything as BQ incurs cost and I don't want to go through 20 attempts of it before getting it right.
   3. The API endpoints listed in this beta look to only be specifically for conversation level data (i.e. no aggregate Performance/Status/Eval data). Is there a formal method of converting conversation level data to an aggregate level view that would match the Genesys Cloud UI aggregate reporting? Or is aggregate level data not within the scope of this beta?

Thank you!

#BetaAnnouncement #Reporting #ReportingandAnalytics #ReportingMetrics #GenesysCloud #Data #API/Integration

------------------------------
John Bonfanti
Senior Contact Center Engineer
------------------------------

Hi John,

1. The files returned from the /bulk POST endpoint are delivered in Parquet format, a widely used columnar storage format optimized for Big Data workflows.

If the downloaded file appears unreadable or lacks a file extension, it's possible that CloudFront is stripping the extension during the download. Nonetheless it will still be readable as Parquet format with the schema conforms to Avro (meaning schema and data come in together). 

2. Regarding your query on importing to data warehouses etc. We are preparing some enhancements to the developer documentation that will outline a pattern for ingestion. Please stay tuned for updates. 


3. Currently, the API is focused on conversation-level data only, and there are no plans at this time to expose aggregate Performance, Status, or Evaluation data through the Lakehouse API.

That said, aggregates can typically be derived from the raw conversation-level metrics, similar to how Genesys Cloud builds reporting views. We'll also be sharing more details about roadmap priorities soon so do keep an eye on the Ideas Portal for upcoming enhancements.

Hope this helps. 

------------------------------
Austin Keogh
Principal Product Manager

Original Message:
Sent: 08-05-2025 11:32
From: John Bonfanti
Subject: Data Extraction BETA

Hey all!

We were granted access to this beta program last week and I started digging into it. The APIs themselves seem straightforward and documented enough, but I have questions around the resulting data returned and how best to work with it.

1. The downloads received via the /bulk POST request don't have a specific file type, and a lot of the characters in that download are not readable in any text-based interface, so I'm wondering what those characters are and if there's anything special we'd need to do to parse data out of them. How is this data structured and what's the best recommended method of importing it elsewhere?
   2. Once I have the downloads, is there a recommended process to go through to clean up that data and push it to a BigQuery/DataLake/etc.? I'm not sure if it's as easy as just sourcing these files directly to pull into BQ, and want to have a good idea of the flow there before trying anything as BQ incurs cost and I don't want to go through 20 attempts of it before getting it right.
   3. The API endpoints listed in this beta look to only be specifically for conversation level data (i.e. no aggregate Performance/Status/Eval data). Is there a formal method of converting conversation level data to an aggregate level view that would match the Genesys Cloud UI aggregate reporting? Or is aggregate level data not within the scope of this beta?

Thank you!

#BetaAnnouncement #Reporting #ReportingandAnalytics #ReportingMetrics #GenesysCloud #Data #API/Integration

------------------------------
John Bonfanti
Senior Contact Center Engineer
------------------------------

Hi John,

1. The files returned from the /bulk POST endpoint are delivered in Parquet format, a widely used columnar storage format optimized for Big Data workflows.

If the downloaded file appears unreadable or lacks a file extension, it's possible that CloudFront is stripping the extension during the download. Nonetheless it will still be readable as Parquet format with the schema conforms to Avro (meaning schema and data come in together). 

2. Regarding your query on importing to data warehouses etc. We are preparing some enhancements to the developer documentation that will outline a pattern for ingestion. Please stay tuned for updates. 


3. Currently, the API is focused on conversation-level data only, and there are no plans at this time to expose aggregate Performance, Status, or Evaluation data through the Lakehouse API.

That said, aggregates can typically be derived from the raw conversation-level metrics, similar to how Genesys Cloud builds reporting views. We'll also be sharing more details about roadmap priorities soon so do keep an eye on the Ideas Portal for upcoming enhancements.

Hope this helps. 

Hey all!

We were granted access to this beta program last week and I started digging into it. The APIs themselves seem straightforward and documented enough, but I have questions around the resulting data returned and how best to work with it.

1. The downloads received via the /bulk POST request don't have a specific file type, and a lot of the characters in that download are not readable in any text-based interface, so I'm wondering what those characters are and if there's anything special we'd need to do to parse data out of them. How is this data structured and what's the best recommended method of importing it elsewhere?
   2. Once I have the downloads, is there a recommended process to go through to clean up that data and push it to a BigQuery/DataLake/etc.? I'm not sure if it's as easy as just sourcing these files directly to pull into BQ, and want to have a good idea of the flow there before trying anything as BQ incurs cost and I don't want to go through 20 attempts of it before getting it right.
   3. The API endpoints listed in this beta look to only be specifically for conversation level data (i.e. no aggregate Performance/Status/Eval data). Is there a formal method of converting conversation level data to an aggregate level view that would match the Genesys Cloud UI aggregate reporting? Or is aggregate level data not within the scope of this beta?

Thank you!

#BetaAnnouncement #Reporting #ReportingandAnalytics #ReportingMetrics #GenesysCloud #Data #API/Integration

------------------------------
John Bonfanti
Senior Contact Center Engineer
------------------------------

Hey all!

We were granted access to this beta program last week and I started digging into it. The APIs themselves seem straightforward and documented enough, but I have questions around the resulting data returned and how best to work with it.

1. The downloads received via the /bulk POST request don't have a specific file type, and a lot of the characters in that download are not readable in any text-based interface, so I'm wondering what those characters are and if there's anything special we'd need to do to parse data out of them. How is this data structured and what's the best recommended method of importing it elsewhere?
   2. Once I have the downloads, is there a recommended process to go through to clean up that data and push it to a BigQuery/DataLake/etc.? I'm not sure if it's as easy as just sourcing these files directly to pull into BQ, and want to have a good idea of the flow there before trying anything as BQ incurs cost and I don't want to go through 20 attempts of it before getting it right.
   3. The API endpoints listed in this beta look to only be specifically for conversation level data (i.e. no aggregate Performance/Status/Eval data). Is there a formal method of converting conversation level data to an aggregate level view that would match the Genesys Cloud UI aggregate reporting? Or is aggregate level data not within the scope of this beta?

Thank you!

#BetaAnnouncement #Reporting #ReportingandAnalytics #ReportingMetrics #GenesysCloud #Data #API/Integration

------------------------------
John Bonfanti
Senior Contact Center Engineer
------------------------------

Is there a link to description of this feature?

Hey all!

We were granted access to this beta program last week and I started digging into it. The APIs themselves seem straightforward and documented enough, but I have questions around the resulting data returned and how best to work with it.

1. The downloads received via the /bulk POST request don't have a specific file type, and a lot of the characters in that download are not readable in any text-based interface, so I'm wondering what those characters are and if there's anything special we'd need to do to parse data out of them. How is this data structured and what's the best recommended method of importing it elsewhere?
   2. Once I have the downloads, is there a recommended process to go through to clean up that data and push it to a BigQuery/DataLake/etc.? I'm not sure if it's as easy as just sourcing these files directly to pull into BQ, and want to have a good idea of the flow there before trying anything as BQ incurs cost and I don't want to go through 20 attempts of it before getting it right.
   3. The API endpoints listed in this beta look to only be specifically for conversation level data (i.e. no aggregate Performance/Status/Eval data). Is there a formal method of converting conversation level data to an aggregate level view that would match the Genesys Cloud UI aggregate reporting? Or is aggregate level data not within the scope of this beta?

Thank you!

#BetaAnnouncement #Reporting #ReportingandAnalytics #ReportingMetrics #GenesysCloud #Data #API/Integration

------------------------------
John Bonfanti
Senior Contact Center Engineer
------------------------------

Hey all!

We were granted access to this beta program last week and I started digging into it. The APIs themselves seem straightforward and documented enough, but I have questions around the resulting data returned and how best to work with it.

1. The downloads received via the /bulk POST request don't have a specific file type, and a lot of the characters in that download are not readable in any text-based interface, so I'm wondering what those characters are and if there's anything special we'd need to do to parse data out of them. How is this data structured and what's the best recommended method of importing it elsewhere?
   2. Once I have the downloads, is there a recommended process to go through to clean up that data and push it to a BigQuery/DataLake/etc.? I'm not sure if it's as easy as just sourcing these files directly to pull into BQ, and want to have a good idea of the flow there before trying anything as BQ incurs cost and I don't want to go through 20 attempts of it before getting it right.
   3. The API endpoints listed in this beta look to only be specifically for conversation level data (i.e. no aggregate Performance/Status/Eval data). Is there a formal method of converting conversation level data to an aggregate level view that would match the Genesys Cloud UI aggregate reporting? Or is aggregate level data not within the scope of this beta?

Thank you!

#BetaAnnouncement #Reporting #ReportingandAnalytics #ReportingMetrics #GenesysCloud #Data #API/Integration

------------------------------
John Bonfanti
Senior Contact Center Engineer
------------------------------