Quick question about the Bot Analytics API behavior following a Zendesk-to-GC migration. We are currently transitioning our digital support channels from Zendesk to Genesys Cloud Pure Engagement. The migration of historical chat transcripts completed successfully using the standard Data Import tool, but we are facing issues when trying to query bot performance metrics for the migrated data via the API. In Zendesk, we used the Satisfaction Survey API to track agent resolution rates, but in Genesys, we are trying to map this to the Bot Analytics endpoints to see how the virtual assistant handles queries before handoff. When calling the GET /api/v2/analytics/bot/conversations/summary endpoint with a date range covering the migration period, we receive a 404 Not Found error. This is unexpected because the conversations exist in the UI and are visible in the standard reporting dashboards. The payload includes the correct environment ID and the groupBy parameter set to botId. We are using the Genesys Cloud SDK for Python v3.5.0 in the eu-west-1 region. The error suggests that the data might not be indexed correctly for API queries, or there is a delay in the analytics pipeline processing imported records. In Zendesk, data was immediately queryable post-import, so this discrepancy is causing delays in our validation process. We need to verify that the intent recognition rates match our pre-migration benchmarks. Is there a specific flag or setting required during the import process to make migrated conversations available via the Bot Analytics API? Or is this a known limitation where imported historical data is only available for UI reporting and not for programmatic access? We have checked the documentation, but it does not explicitly mention restrictions on querying imported data via the analytics endpoints. Any insights on how to resolve this or a workaround to extract these metrics would be appreciated. We are aiming to automate our monthly migration success reports, and this API failure is blocking that automation.
Take a look at at the data ingestion pipeline rather than the API endpoints themselves. The Data Import tool primarily handles historical transcript storage for compliance and audit purposes, but it does not automatically populate the real-time analytics datasets required for Bot Performance metrics. This distinction is crucial for accurate reporting. The API returns a 404 because the underlying analytical tables for those specific historical records were never generated during the import process. To resolve this, you need to reprocess the imported transcripts through the analytics ingestion service. Refer to Support Article KB-9921 regarding “Reprocessing Historical Imports for Analytics Visibility” for the specific configuration steps. This ensures that queue activity and conversation detail views align with your expected business metrics. It is a common oversight during large-scale migrations that impacts dashboard accuracy significantly.
The Data Import tool is not designed for analytics population. It writes raw JSON to the media store. The analytics engine does not scan these files. This causes the 404 because the metrics tables are empty.
Use genesyscloud CLI to re-index the imported data. This forces the analytics pipeline to process the historical transcripts.
# Re-index specific date range
genesyscloud analytics:reindex \
--start-time "2023-01-01T00:00:00.000Z" \
--end-time "2023-01-31T23:59:59.999Z" \
--media-type "chat"
Wait for the job to complete. Check status with:
genesyscloud analytics:reindex:list
Once the status shows COMPLETED, query the API again. The 404 should resolve.
If the re-index fails, check the genesyscloud logs for parsing errors. The Zendesk format might differ from Pure Engagement. Map the fields correctly in the import config before re-running.
Do not rely on the default import settings. They assume native Genesys data. Custom mappings are required for third-party sources.
Also, verify the user role. The account needs Analytics Viewer or higher. Without it, the API returns 403, not 404. But in this case, the 404 confirms missing data.
This approach is faster than waiting for nightly jobs. It gives immediate control over the analytics pipeline. Use it for all large-scale migrations.
Keep the re-index commands in a Terraform local-exec provisioner if automating deployments. This ensures consistency across environments.
resource "null_resource" "reindex_analytics" {
provisioner "local-exec" {
command = "genesyscloud analytics:reindex --start-time ${var.start} --end-time ${var.end} --media-type chat"
}
}
This ensures the analytics are ready immediately after deployment. No manual intervention needed.