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  • 1.  Guidance on Data Extraction

    Posted 01-29-2024 13:23
    Edited by Anthony Romero 01-29-2024 13:24

    As you transition off Genesys DX, you may need to extract data such as knowledge articles, canned responses, chat transcripts, visitor data or reporting from the platform. We strongly recommend you utilize the Genesys DX (Bold360) API's to extract the data you need to retain.  Data extraction requirements and instructions are detailed in depth on Bold360 APIs and Nanorep APIs webpages. 

    If you are unfamiliar with these API's, here are some useful links to guide you through the process. Note the list is not exhaustive so please ensure to review the full API list on the on Bold360 APIs and Nanorep APIs webpages.  

    API Instructions 

    Set up account to work with Bold360 API: https://developer.bold360.com/help/EN/Bold360API/Bold360API/t_api_integration_setup.html 

    Please note, Step 2 (trigger) detailed in the link not required.  

    Data extraction APIs 

    If you are extracting large amounts of data, you may experience a timeout. If this happens, please wait 5 minutes so allow the timeout to reset.  

    If you can't utilize API's for data extraction, it is possible to retrieve knowledge and reporting data within the DX admin console via downloading to CSV. There are limitations to this method, so our recommendation is to use API's where possible.  Note it can take a significant amount of time to run and downline each report. 

    Reporting download to CSV 

    • Go to the reports section in the admin console 

    • Run the report 

    • Once the report is complete, a download to csv. Button will appear 

    Knowledge base download to csv. (note: this excludes articles with context associated with them) 

    • Go to the knowledge- all articles section in the admin console 

    • Choose more 

    • Select Export Knowledge Base and then Office 2007+ in the drop-down that appears 

    Please note, the export file contains the original IDs of the articles. You can export a maximum of 5000 articles with this option. 

    If you need to estimate data storage requirements for your next chat solution, here are some guidelines on how to get a rough estimation from using API's: 

    1. Use the API to load one chat with getChat and see how big that data is  

    1. Use the API to load chat messages with getChatMessages and see how big one of those is  

    1. Do a manual calculation to estimate the size of the chats 

    We hope you find this information useful. 



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    Anthony Romero
    Genesys - Employees
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  • 2.  RE: Guidance on Data Extraction

    Posted 02-01-2024 12:38

    Hi Anthony,

    quetsion for you - we are extracting the labels attached to the articles, but noticed that the system labels (like offline, hide from search, etc) are not appearing in that export. Is there documentation on this?



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    Peter Stoltenberg
    TTEC Digital
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  • 3.  RE: Guidance on Data Extraction

    Posted 02-02-2024 10:36
    Edited by Anthony Romero 02-02-2024 10:59

    Hi Peter,

    Sorry for the delay. Slightly stumped as can't determine why the system-generated labels wouldn't come over in the export since they're labels just the same. Asking around if someone might know the answer here.



    ------------------------------
    Anthony Romero
    Genesys - Employees
    ------------------------------

    Original Message


  • 4.  RE: Guidance on Data Extraction

    Posted 02-02-2024 10:56

    I don't believe we have any documentation on this, but I wanted to confirm that system-generated labels are not exportable. To the export, these labels are not considered real labels since all articles have these system labels attached to them, so we only export the labels that clients add to the articles. Apologies for not being able to export the system-generated labels, the only way to obtain these labels in an export would be to manually add them to the exported CSV/JSON.

    Best,



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    Gregory LeMay
    Genesys - Employees
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    Original Message


  • 5.  RE: Guidance on Data Extraction

    Posted 02-02-2024 17:49

    Hi Greg,

    Thanks for the answer. So how, from an API perspective would we know if an article is not searchable? Is there any way to get the IDs of these system generated labels? I know there are visiblity numbers associated to an article like 755.. Anything possible with that?

    Can you provide any steps, even manual ones, that would help us know what article might be hidden from search, etc. We have 7K articles, and half of those articles are not currently searchable, so it is not practical to manually go through these articles and re-apply that filer. We need this for our new platform



    ------------------------------
    Peter Stoltenberg
    TTEC Digital
    ------------------------------

    Original Message


  • 6.  RE: Guidance on Data Extraction

    Posted 02-05-2024 18:04

    Hi Greg. Can you provide some insight as to the vsiiblity setting? I am parsing the JSON export and see the following codes: 

    visbility: 755

    "visibility": 763"
    "visibility": 762,
     "visibility": 766
      "visibility": 767
    Surely this may have something to do with "offline", "hide from support center", etc.??


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    Peter Stoltenberg
    TTEC Digital
    ------------------------------

    Original Message


  • 7.  RE: Guidance on Data Extraction

    Posted 02-08-2024 01:16

    Hi Greg or Anthony

    Any update here..?



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    Peter Stoltenberg
    TTEC Digital
    ------------------------------

    Original Message


  • 8.  RE: Guidance on Data Extraction

    Posted 02-09-2024 14:22

    Hi Peter,

    Sorry for the delay, was gathering details on this.

    From talking with the team first I will attest to this being confusing.

    Essentially, it's a bitmask. So, you need to look at the number in binary to get something like 1011110011 for 755 and then those kind of map to the visibility settings for the article.

    Was given the following on this:

    None: visibility: 1 (0000000001)
Just Search and Auto-Complete: visibility: 2 (0000000010)
Just Suppoort Center: visibility: 4 (0000000100)
Just FAQ Widget: visibility: 8 (0000001000)
Just Open in Widget Link: visibility: 16 (0000010000)
Just Links from Other Articles: visibility: 32 (0000100000)
Just Ticketing agent interface: visibility: 64 (0001000000)
Just Conversational: visibility: 128 (0010000000)
Just Do not index: visibility 256 (0100000000)
Just show in sitemap: visibility: 512 (1000000000)

    So, you take the number and start from the highest value in this list (512) and if you can subtract that number, subtract it and it is checked. For example, 755 is 1011110011 in binary. We can see that it has a 1 in the sitemap position, a 1 in the conversational position, and so on.

    Again, anything but straightforward so please feel free to ask with more questions on this.



    ------------------------------
    Anthony Romero
    Genesys - Employees
    ------------------------------

    Original Message


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