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Genesys Recordings - Archive and Unarchive Concerns

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  • 1.  Genesys Recordings - Archive and Unarchive Concerns

    Posted 03-18-2024 08:19
    No replies, thread closed.

    Hi @Genesys,

    I would appreciate if you give us light on following question.

    We are theoretically proposing the use case for an "exit plan" regarding recordings stored in Genesys' AWS subscription.

    Assuming that we store all recordings in the AWS subscription of Genesys Cloud

    • We set up a policy to archive interactions over 90 days old and pass them to long-term storage (Glacier).
    • So we'll only have calls from last 3 months available for consult in a S3 Frequent Access.

    After a couple of years we want to take ALL the conversations out from Genesys' AWS subscription (those that are in Glacier and the ones in S3 Frequent Access) and export them to our S3. 

    In order to accomplished that, which would be the recomended solution?: set up a bulk policy to move them to OUR S3 Bucket or use API to Bulk Download?

    Our concerns are:

    • Can the recordings in Genesys long-term be exported directly to our AWS subscription ? Or should we have to unarchive and then export them to our Bucket?
    • If we have to unarchive and go through Genesys S3 Frequent Access, will we exceed the storage included in Fair Use Policy and incur in extra costs?
    • Would the limitation "Your organization can restore up to 100 archived interactions at a time" apply to our use case?

    Hope to have explained and look forward to hear your recommendations.
     
     Thanks in advance


    #ArchitectureandDesign
    #SystemAdministration

    ------------------------------
    Santiago Serna
    Banco Santander Totta S.A.
    ------------------------------


  • 2.  RE: Genesys Recordings - Archive and Unarchive Concerns

    Posted 03-18-2024 13:55
    No replies, thread closed.

    Hi Santiago,

    If you don't export records through policies for your Bucket S3 in real-time, for export records in the future you need to use API for bulk export.

    Att,



    ------------------------------
    Breno Canyggia Ferreira Marreco
    https://www.linkedin.com/in/brenocfm-40b62182/
    ------------------------------



  • 3.  RE: Genesys Recordings - Archive and Unarchive Concerns

    Posted 03-19-2024 09:55
    No replies, thread closed.

    Hi Santiago,

    If you are still looking for a solution and don't want to recreate a recording archive platform that can store and retrieve with already created Genesys Cloud based access policies/roles you should take a look at Genesys Cloud's Recording as a Service (R2S).  Very flexible and similar to what users expect with Genesys Cloud.  We are implementing currently and have been pleased with the platform's ability to ingest premise legacy recording platforms utilizing our existing Genesys Cloud roles based policy structure and plan to use this for Genesys Cloud calls as well when we hit our retention limitation.

    Mark



    ------------------------------
    Mark Chandler
    The Vanguard Group, Inc.
    ------------------------------



  • 4.  RE: Genesys Recordings - Archive and Unarchive Concerns
    Best Answer

    Posted 03-20-2024 12:37
    No replies, thread closed.

    Hi Santiago,

    The recording bulk action API supports exporting already archived recordings, directly.  Internally we will temporarily restore the recording from Glacier (which will take a few hours) and then export them once restored.  That restoration does not count towards the 100 restoration limit.



    ------------------------------
    Daniel Ho
    Product Line Manager – Recording and Quality Management, Genesys Cloud
    Workforce Engagement Management (WEM)
    ------------------------------



  • 5.  RE: Genesys Recordings - Archive and Unarchive Concerns

    Posted 03-22-2024 04:00
    No replies, thread closed.

    Thanks all for your help

    @Daniel Ho, that what just what I was willing to hear.



    ------------------------------
    Santiago Serna
    Banco Santander Totta S.A.
    ------------------------------

    Original Message


  • 6.  RE: Genesys Recordings - Archive and Unarchive Concerns

    Posted 03-29-2024 18:36
    No replies, thread closed.

    You can find the metadata details of recording bulk export in https://help.mypurecloud.com/articles/working-with-exported-recordings-in-aws-s3-bucket/.



    ------------------------------
    Director, Product Management – Recording and Real-time Supervision
    Workforce Engagement Management (WEM)
    ------------------------------

    Original Message


  • 7.  RE: Genesys Recordings - Archive and Unarchive Concerns

    Posted 03-30-2024 12:52
    No replies, thread closed.

    Looks like the JSON file only contains information about the media file and not about the conversation details. Do we have to use API to capture conversation info? agent ID, queue, wrap-up codes etc. 



    ------------------------------
    Vincent Sabolboro
    ATB Financial
    ------------------------------

    Original Message


  • 8.  RE: Genesys Recordings - Archive and Unarchive Concerns

    Posted 04-01-2024 12:20
    No replies, thread closed.

    That's right.  If you need more information on the conversation that is not provided in the recording metadata, you will need to call Analytics API to get those details at the conversation level.



    ------------------------------
    Director, Product Management – Recording and Real-time Supervision
    Workforce Engagement Management (WEM)
    ------------------------------

    Original Message


  • 9.  RE: Genesys Recordings - Archive and Unarchive Concerns

    Posted 04-01-2024 12:31
    No replies, thread closed.

    Thank you for the confirmation @Daniel Ho



    ------------------------------
    Vincent Sabolboro
    ATB Financial
    ------------------------------

    Original Message


  • 10.  RE: Genesys Recordings - Archive and Unarchive Concerns

    Posted 03-29-2024 14:52
    No replies, thread closed.

    Hi @Daniel Ho, does the bulk export include the metadata about the call? conversation ID, recording ID etc. Also, can you just export the audio recording part? 



    ------------------------------
    Vincent Sabolboro
    ATB Financial
    ------------------------------

    Original Message


  • 11.  RE: Genesys Recordings - Archive and Unarchive Concerns

    Posted 01-16-2025 12:23
    No replies, thread closed.

    Hi Daniel,

    Thanks for this information.  How does it work if you're doing this in bulk with say 10,000 archived interactions, does it take hours per interaction for the job to finish? ie it will take a very long time to do this in bulk?

    We have also noticed the Genesys job will say it is complete, but it hasn't and it is still trickling the files into the S3 bucket.  Does this timeout eventually or will it continue until it has unarchived and exported all recordings?



    ------------------------------
    Braiden Woodward
    Service Delivery Team Lead
    ------------------------------

    Original Message


  • 12.  RE: Genesys Recordings - Archive and Unarchive Concerns

    Posted 01-16-2025 12:37
    No replies, thread closed.

    I have been told that we are limited to 100 recordings per job.  Is that true?



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 13.  RE: Genesys Recordings - Archive and Unarchive Concerns

    Posted 01-17-2025 11:45
    No replies, thread closed.

    The restoration is done by large in parallel.  There is obviously some additional time required to process a large amount of exports by nature, but considering the restoration phase internally takes a few hours, the overall export of a 10k job should typically be completed within half a day.

    Robert -- the 100 recordings limit is on the batch download API.  The S3 bulk export job can go well beyond that per job.



    ------------------------------
    Director, Product Management – Recording and Real-time Supervision
    Workforce Engagement Management (WEM)
    ------------------------------

    Original Message


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