Digital interaction recovery overview for Genesys Cloud CX

The digital interaction recovery process helps minimise data loss caused by a number of factors, including an issue on the network or recording files not being available during ingestion, an adapter or service stopped for a long period or not having access to the last available watermark. The process finds missing text interactions and recovers them from the Genesys Cloud CX. Understand the Genesys Cloud CX and Verint components required for digital interaction recovery and how these components interact.

System Requirement

For Verint on-premise, contact us to get the latest KB.

Components

Digital interaction recovery finds missing text interactions by comparing data in the Verint Contact Database with contact records in Genesys Cloud CX platform. The missing chat, social, and email interactions are then downloaded from Genesys Cloud platform to Verint.

The following technical diagram shows the components required for digital interaction recovery and describes the flow of data between components.

Overview

  1. Using the Genesys Cloud API /api/v2/analytics/conversations/details/query, completed conversations are retrieved for specified recovery period. For automatic recovery, the period is set by the system.

  2. Using the Verint Data Access Services (DAS) API, query the Central Contact Database for all completed contacts for the specified period.

  3. Matches the entries received from the Genesys API server with the results returned by the DAS API and identifies missing text conversations.

  4. Processes missed text conversations.

  5. Using the Genesys API, query the metadata of missed text conversation recordings.

  6. The Interaction Capture service ingests missed text conversations and stores them in the call buffer (cache). During ingestion, it also downloads the missed text conversation recordings, as mentioned in Step 7.

  7. Download the missed text conversation chat, social, and email files from the Genesys API server.

What to do next 

Contact your Service Provider to Workflow: Configure and run digital interaction recovery for Genesys Cloud CX

Related topics 

Contact retention for Genesys Cloud CX