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INTERACTION ARCHIVE PLAYER

Genesys Cloud CX ®

Genesys Cloud offers a feature-rich interaction recording solution. However, storing recordings in a cloud environment can sometimes pose challenges for customers.

The Interaction Archive Player (IAP) addresses this by allowing users to keep their Genesys Cloud interactions stored locally. IAP ensures that these interactions are available in a near-production-ready state.

  • Easily play voice and screen recordings.
  • Effortlessly export interactions to various locations, such as AWS S3, Azure Blob, or local data centers. IAP can process and make interactions available as long as it has access to the required information.

Genesys Engage Premise/Cloud®

Whether you are using the Genesys Media Lifetime Management (MLM) tool for Premise or the Recording Cloud Backup Service (RCBS), the archived information remains consistent. The Intelligent Archive Player (IAP) interprets the metadata, constructs its database, and enables users to seamlessly search, play, and download any available interaction.

Regions: Empower or restrict users to search for interactions within their specific region or across multiple regions.

Access Groups: Access groups are fundamental to any Line of Business. Users can be assigned to multiple access groups, allowing them to view interactions from any designated access group.

Genesys PureConnect®

Export PureConnect interactions to any location.
Search and play both voice and screen recordings

Migrating between platforms

Migrating from one platform to another can present challenges, especially when it comes to ensuring continued access to historic interaction recordings. It is crucial to plan ahead and gather all interactions from the legacy platform before access ceases.

At Interaction Solutions, we specialize in planning, deploying, and executing the archiving process, ensuring that all interactions are securely saved to your local storage. Having an efficient way to search through potentially millions of records becomes imperative.

With the Interaction Archive Player (IAP), interactions are seamlessly archived, processed, and their metadata is populated into dedicated tables. This enables effortless search and play functionality for all your archived interactions.

Supported migration Paths

  • PureConnect
  • Engage Premise
  • Engage Cloud

Main Features

Data Sovereignty

Data sovereignty is the concept that data is subject to the laws and governance structures within the nation where it is collected. This idea is closely linked with data security, cloud computing, and technological sovereignty. (Wikipedia)

Interaction Archiving with IAP

The Interaction Archive Player (IAP) facilitates secure data handling by allowing connections to Genesys Cloud environments. You can download interactions to a local storage location of your choice, ensuring data sovereignty. The destination can be local or within your own cloud environment.

Division Separation

Organizations with one or more 'Divisions' can enforce separation at the interaction level. By assigning a Division to a user, they will only be able to search, view, play, and download interactions specific to their assigned Division.

Agent Segment Playback

Interaction recordings capture all events during the lifecycle, including IVR segments, queueing, ringing, etc., before the agent engages with the customer. IAP enables users to search and play the 'Agent Segment' of voice interactions. Users can be allocated either 'All' or 'Agent' within their assigned profile in IAP. 'All' allows users to hear the entire recording, while the 'Agent' setting lets them listen from when the agent began interacting with the customer.

Search/Sort interactions using the following search criteria:

Utilize multiple search criteria


  • Agent name
  • Caller number
  • Call duration (from – to)
  • Call ID
  • Play encrypted calls
  • Agent ID number
  • Dialled number
  • Date and time (from – to)
  • Sort by Access Group
  • Call UUID

Group interactions by value.

Once a date range has been selected and the interactions are displayed in the UI, users can use a drop-down to select a further display criteria.

Available options include:

  • Access Groups: View interactions grouped by access groups associated with the agent who handled the call.
  • Agent ID: Group all interactions based on the Agent ID.
  • ANI: Group all interactions by ANI (Automatic Number Identification).
  • Call Type: Group interactions based on call types such as Inbound, Outbound, Consult, etc.
  • Contact ID: Group interactions by the customer's Contact ID from attached data.
  • DNIS: Group interactions by DNIS (Dialed Number Identification Service).
  • Region: For multi-region deployments, group interactions by region.
  • Virtual Queue: Group interactions by the Virtual Queue that handled the interaction.

Business Unit/Line of Business Extraction Module

The Business Unit/Line of Business Extraction Module in the QM Module (Engage Premise/Cloud) enables customers to organize archived interactions into specific business units.

Simply create new business units and then assign the appropriate Access Groups using an intuitive drag-and-drop interface. File sizes are dynamically calculated upon assignment, providing insights into the combined file sizes required for exporting the Business Unit.

Business Units serve as the repository for individual segments within an organization.

Choose Your Media Export Type

During the export process, users can choose between exporting as .mp3 or .wav, allowing flexibility in the media format.

Line of Business Analytics Extract

Utilizing the Business Units module, a subset of interactions can be efficiently exported.

  • Select the required Business Unit/Line of Business.
  • Select a Date Range.
  • Choose Selection Criteria: A random set of {x} calls or a percentage.
  • Select Destination: Local storage or Cloud storage.
  • Process...

The output is sorted by:

  • Business Unit/Line of Business
  • Year
  • Month
  • Day

Encrypted calls will be decrypted before export.

Requires 'Export' privileges.

IAP Features

Explore the many features offered by IAP:

  • Search, play, and export archived interactions.
  • Play encrypted interactions.
  • Create notations for each interaction.
  • Regional separation Learn More
  • Attached Data Search Learn More
  • Play screen recordings.

Regions

Genesys MultiCloud® interactions can be segmented by region. Especially for multi-site customers, this becomes vital to allow segmentation of interactions where they require each region to only have access to their own recordings. Each region may also require their own specific encryption file. IAP offers a setable option, at the user level, where each user can be limited to their own specific region, or alternatively, allow them to view interactions for all regions.


Attached Data Search

Genesys MultiCloud® CX interactions can contain attached data in the form of key/value pairs. This information can contain various pieces of important information such as:

  • Customer Contact ID
  • Account Number
  • Product Types
  • Business Result
  • Various pieces of queueing information
  • Etc...

IAP allows users to search by these key/value pairs. The returned result will contain all interactions which match the criteria, within the selected date/time range.

Flexible Data Retention Rules

Configure multiple levels of data retention using the following hierarchy:

  • Region: For multi-region deployments, each region can have its own retention plan.
  • Virtual Queue: Each virtual queue can have its own retention plan.
  • Business Units: Each business unit, assigned various access groups, can have its own retention plan.
  • Access Groups: Each individual access group can have its own specific retention plan.

It is possible to set a region to retain all interactions for a specific time period (e.g., 7 years). However, there may be interactions within that region handled by a specific virtual queue, which only need to be held for 5 years. Additionally, within that region, there may be business units that only need to retain their interactions for 2 years. Furthermore, within that business unit, some access groups may only need their interactions retained for 90 days.

By setting retention policies at various levels, overall control of interaction retention can be achieved from a macro to micro level.

Interaction Player

Screen shot examples

Playing an interaction

Frequently Asked Questions

Questions asked by customers related to deploying IAP