CX as Code: Exporting Your Entire Org Configuration for Disaster Recovery

What You Will Build

• A Python script that iterates through every configurable entity in a Genesys Cloud organization, serializes the JSON payload, and saves it to a structured directory.
• This tutorial uses the Genesys Cloud Python SDK (purecloudplatformclientv2) and the REST API for entities lacking SDK support.
• The implementation covers Python 3.9+ with type hints and robust error handling for pagination and rate limits.

Prerequisites

• OAuth Client: A Confidential Client (Client Credentials Grant) registered in the Genesys Cloud Admin Console.
• Required Scopes: The client must have “Read-only” access to all entities you intend to export. For a full org export, you typically need scopes such as organization:read, routing:read, users:read, users:group:read, users:team:read, users:skill:read, users:role:read, users:wrapupcode:read, users:outbound:read, users:queue:read, users:wrapupcode:read, users:utilization:read, users:location:read, users:businessunit:read, users:department:read, users:extension:read, users:phone:read, users:schedule:read, users:shift:read, users:team:read, users:wrapupcode:read, users:wrapupcode:read, users:wrapupcode:read. Note: In practice, assign the “Organization Administrator” role to the client or explicitly grant read scopes for every entity type.
• SDK Version: purecloudplatformclientv2 >= 165.0.0.
• Dependencies: requests, tqdm (for progress bars), os, json, time.

Authentication Setup

Genesys Cloud uses OAuth 2.0 with the Client Credentials Grant flow. The Python SDK handles token acquisition and refresh automatically, but you must initialize the API client correctly.

import purecloudplatformclientv2
from purecloudplatformclientv2.rest import ApiException
import os

def get_platform_api_client() -> purecloudplatformclientv2.ApiClient:
    """
    Initializes and returns a configured Genesys Cloud API Client.
    """
    client_id = os.getenv("GENESYS_CLIENT_ID")
    client_secret = os.getenv("GENESYS_CLIENT_SECRET")

    if not client_id or not client_secret:
        raise EnvironmentError("GENESYS_CLIENT_ID and GENESYS_CLIENT_SECRET environment variables are required.")

    # Initialize the API client
    api_client = purecloudplatformclientv2.ApiClient(
        client_id=client_id,
        client_secret=client_secret,
        base_url="https://api.mypurecloud.com" # Adjust for your region (e.g., api.ca.purecloud.ie)
    )
    
    return api_client

Critical Note: The base_url must match your organization’s region. Common regions include api.mypurecloud.com (US), api.eu.purecloud.com (EU), and api.ap.purecloud.com (APAC). Using the wrong region results in 401 Unauthorized or 404 Not Found errors.

Implementation

Step 1: Define the Entity Registry

To export the entire configuration, we must know what exists. We will define a registry of entity types. Some entities are “leaf” nodes (e.g., Users, Queues), while others are “container” nodes (e.g., Locations, Teams). We will prioritize entities that define the business logic: Routing, Users, and Locations.

We create a helper class to standardize the export process. This class handles pagination, which is crucial for organizations with thousands of users or interactions.

import purecloudplatformclientv2
from purecloudplatformclientv2.rest import ApiException
import json
import os
import time
from typing import List, Dict, Any, Optional
from dataclasses import dataclass

@dataclass
class EntityConfig:
    """
    Configuration for a specific entity type export.
    """
    name: str
    api_class: type
    method_name: str  # The SDK method name to call
    args: Optional[Dict[str, Any]] = None  # Additional arguments for the method
    is_paginated: bool = True
    page_size: int = 1000
    output_filename_prefix: str = ""

# Registry of entities to export
ENTITY_REGISTRY: List[EntityConfig] = [
    # Users & Identity
    EntityConfig(
        name="users",
        api_class=purecloudplatformclientv2.UserManagementApi,
        method_name="get_users",
        args={"page_size": 1000, "expand": ["userdivisions","groups","teams","skills","roles","locations","phones"]},
        is_paginated=True,
        output_filename_prefix="user_"
    ),
    EntityConfig(
        name="groups",
        api_class=purecloudplatformclientv2.UserManagementApi,
        method_name="get_groups",
        args={"page_size": 1000},
        is_paginated=True,
        output_filename_prefix="group_"
    ),
    EntityConfig(
        name="teams",
        api_class=purecloudplatformclientv2.UserManagementApi,
        method_name="get_teams",
        args={"page_size": 1000},
        is_paginated=True,
        output_filename_prefix="team_"
    ),
    EntityConfig(
        name="roles",
        api_class=purecloudplatformclientv2.UserManagementApi,
        method_name="get_roles",
        args={"page_size": 1000},
        is_paginated=True,
        output_filename_prefix="role_"
    ),
    EntityConfig(
        name="skills",
        api_class=purecloudplatformclientv2.UserManagementApi,
        method_name="get_skills",
        args={"page_size": 1000},
        is_paginated=True,
        output_filename_prefix="skill_"
    ),
    # Routing Configuration
    EntityConfig(
        name="queues",
        api_class=purecloudplatformclientv2.RoutingApi,
        method_name="get_routing_queues",
        args={"page_size": 1000, "expand": ["statistics","members","outbound","skills","wrapupcodes"]},
        is_paginated=True,
        output_filename_prefix="queue_"
    ),
    EntityConfig(
        name="wrapup_codes",
        api_class=purecloudplatformclientv2.RoutingApi,
        method_name="get_routing_wrapupcodes",
        args={"page_size": 1000, "expand": ["queue"]},
        is_paginated=True,
        output_filename_prefix="wrapup_code_"
    ),
    EntityConfig(
        name="outbound_campaigns",
        api_class=purecloudplatformclientv2.OutboundApi,
        method_name="get_outbound_campaigns",
        args={"page_size": 1000},
        is_paginated=True,
        output_filename_prefix="campaign_"
    ),
    EntityConfig(
        name="outbound_contact_lists",
        api_class=purecloudplatformclientv2.OutboundApi,
        method_name="get_outbound_contactlists",
        args={"page_size": 1000},
        is_paginated=True,
        output_filename_prefix="contact_list_"
    ),
    # Locations & Infrastructure
    EntityConfig(
        name="locations",
        api_class=purecloudplatformclientv2.LocationApi,
        method_name="get_locations",
        args={"page_size": 1000},
        is_paginated=True,
        output_filename_prefix="location_"
    ),
    EntityConfig(
        name="business_units",
        api_class=purecloudplatformclientv2.BusinessUnitApi,
        method_name="get_businessunits",
        args={"page_size": 1000},
        is_paginated=True,
        output_filename_prefix="business_unit_"
    ),
    EntityConfig(
        name="departments",
        api_class=purecloudplatformclientv2.BusinessUnitApi,
        method_name="get_departments",
        args={"page_size": 1000},
        is_paginated=True,
        output_filename_prefix="department_"
    ),
    EntityConfig(
        name="extensions",
        api_class=purecloudplatformclientv2.ExtensionApi,
        method_name="get_extensions",
        args={"page_size": 1000},
        is_paginated=True,
        output_filename_prefix="extension_"
    ),
    EntityConfig(
        name="flow_versions",
        api_class=purecloudplatformclientv2.FlowApi,
        method_name="get_flows",
        args={"page_size": 1000, "expand": ["statistics","versions"]},
        is_paginated=True,
        output_filename_prefix="flow_"
    ),
]

Step 2: Implement the Pagination and Export Logic

The core challenge is handling pagination efficiently. Genesys Cloud APIs return a next_page token. We must loop until next_page is None. We also need to handle 429 Too Many Requests errors by implementing exponential backoff.

import purecloudplatformclientv2
from purecloudplatformclientv2.rest import ApiException
import json
import os
import time
import logging

# Configure logging
logging.basicConfig(level=logging.INFO, format='%(asctime)s - %(levelname)s - %(message)s')
logger = logging.getLogger(__name__)

def handle_api_exception(e: ApiException, entity_name: str, retry_count: int = 0, max_retries: int = 3) -> bool:
    """
    Handles API exceptions, specifically 429s with exponential backoff.
    Returns True if the call should be retried, False otherwise.
    """
    if e.status == 429 and retry_count < max_retries:
        wait_time = 2 ** retry_count  # Exponential backoff
        logger.warning(f"Rate limited on {entity_name}. Waiting {wait_time} seconds... (Attempt {retry_count + 1}/{max_retries})")
        time.sleep(wait_time)
        return True
    else:
        logger.error(f"API Error on {entity_name}: Status {e.status}, Reason {e.reason}, Body {e.body}")
        return False

def export_entity(api_client: purecloudplatformclientv2.ApiClient, config: EntityConfig, output_dir: str):
    """
    Exports all instances of an entity type to JSON files.
    """
    # Create directory for this entity type
    entity_dir = os.path.join(output_dir, config.name)
    os.makedirs(entity_dir, exist_ok=True)

    # Initialize the API object
    api_obj = config.api_class(api_client)
    
    # Get the method dynamically
    method = getattr(api_obj, config.method_name)
    
    page_token = None
    page_count = 0
    total_items = 0
    
    while True:
        try:
            # Build kwargs for the method call
            kwargs = config.args.copy() if config.args else {}
            
            if page_token:
                kwargs['page_token'] = page_token
            
            # Execute the API call
            response = method(**kwargs)
            
            # Check if response is a list or a container with an 'entities' list
            # Most Genesys SDK responses have an 'entities' attribute for paginated lists
            entities = response.entities if hasattr(response, 'entities') else response
            
            if not entities:
                logger.info(f"No more entities found for {config.name}.")
                break
                
            total_items += len(entities)
            page_count += 1
            
            # Save each entity to a file
            for entity in entities:
                # Convert the SDK object to a dictionary
                # The SDK objects have a 'to_dict()' method
                entity_dict = entity.to_dict()
                
                # Create a safe filename from the entity ID or name
                entity_id = entity_dict.get('id', entity_dict.get('name', 'unknown'))
                # Sanitize filename
                safe_filename = "".join(c for c in str(entity_id) if c.isalnum() or c in '-_').lower()
                filename = f"{config.output_filename_prefix}{safe_filename}.json"
                filepath = os.path.join(entity_dir, filename)
                
                with open(filepath, 'w', encoding='utf-8') as f:
                    json.dump(entity_dict, f, indent=2, default=str)
            
            logger.info(f"Exported page {page_count} of {config.name} ({len(entities)} items). Total: {total_items}")
            
            # Check for next page
            if hasattr(response, 'next_page') and response.next_page:
                page_token = response.next_page
            else:
                break
                
        except ApiException as e:
            if not handle_api_exception(e, config.name, retry_count=0): # Simplified retry logic for brevity
                logger.error(f"Fatal error exporting {config.name}. Stopping.")
                break
            continue # Retry the current page
        
        # Small delay to be respectful of rate limits even if not throttled
        time.sleep(0.1)

    logger.info(f"Finished exporting {config.name}. Total items: {total_items}")

Step 3: Processing Results and Metadata

While exporting individual entities is useful for DR, a single manifest file is critical for reconstruction. This manifest records the order of export, the count of entities, and any errors encountered. This allows you to script the import process later, ensuring dependencies (e.g., Teams before Users, Skills before Queues) are respected.

import json
import os
from datetime import datetime

def generate_manifest(output_dir: str, export_stats: Dict[str, Any]):
    """
    Generates a manifest.json file summarizing the export.
    """
    manifest = {
        "export_timestamp": datetime.utcnow().isoformat(),
        "platform": "Genesys Cloud",
        "sdk_version": "purecloudplatformclientv2",
        "statistics": export_stats,
        "dependencies": [
            "locations",
            "business_units",
            "departments",
            "extensions",
            "groups",
            "teams",
            "roles",
            "skills",
            "wrapup_codes",
            "users",
            "queues",
            "flows",
            "outbound_campaigns",
            "outbound_contact_lists"
        ],
        "notes": "Ensure entities are imported in dependency order. Users require Teams and Skills to exist first."
    }
    
    manifest_path = os.path.join(output_dir, "manifest.json")
    with open(manifest_path, 'w', encoding='utf-8') as f:
        json.dump(manifest, f, indent=2)
        
    logger.info(f"Manifest generated at {manifest_path}")

Complete Working Example

The following script combines all components into a single, runnable module. Save this as export_org.py.

import purecloudplatformclientv2
from purecloudplatformclientv2.rest import ApiException
import json
import os
import time
import logging
from typing import List, Dict, Any, Optional
from dataclasses import dataclass
from datetime import datetime

# Configure logging
logging.basicConfig(level=logging.INFO, format='%(asctime)s - %(levelname)s - %(message)s')
logger = logging.getLogger(__name__)

@dataclass
class EntityConfig:
    name: str
    api_class: type
    method_name: str
    args: Optional[Dict[str, Any]] = None
    is_paginated: bool = True
    page_size: int = 1000
    output_filename_prefix: str = ""

ENTITY_REGISTRY: List[EntityConfig] = [
    EntityConfig(name="locations", api_class=purecloudplatformclientv2.LocationApi, method_name="get_locations", args={"page_size": 1000}, output_filename_prefix="location_"),
    EntityConfig(name="business_units", api_class=purecloudplatformclientv2.BusinessUnitApi, method_name="get_businessunits", args={"page_size": 1000}, output_filename_prefix="business_unit_"),
    EntityConfig(name="departments", api_class=purecloudplatformclientv2.BusinessUnitApi, method_name="get_departments", args={"page_size": 1000}, output_filename_prefix="department_"),
    EntityConfig(name="extensions", api_class=purecloudplatformclientv2.ExtensionApi, method_name="get_extensions", args={"page_size": 1000}, output_filename_prefix="extension_"),
    EntityConfig(name="groups", api_class=purecloudplatformclientv2.UserManagementApi, method_name="get_groups", args={"page_size": 1000}, output_filename_prefix="group_"),
    EntityConfig(name="teams", api_class=purecloudplatformclientv2.UserManagementApi, method_name="get_teams", args={"page_size": 1000}, output_filename_prefix="team_"),
    EntityConfig(name="roles", api_class=purecloudplatformclientv2.UserManagementApi, method_name="get_roles", args={"page_size": 1000}, output_filename_prefix="role_"),
    EntityConfig(name="skills", api_class=purecloudplatformclientv2.UserManagementApi, method_name="get_skills", args={"page_size": 1000}, output_filename_prefix="skill_"),
    EntityConfig(name="users", api_class=purecloudplatformclientv2.UserManagementApi, method_name="get_users", args={"page_size": 1000, "expand": ["userdivisions","groups","teams","skills","roles","locations","phones"]}, output_filename_prefix="user_"),
    EntityConfig(name="queues", api_class=purecloudplatformclientv2.RoutingApi, method_name="get_routing_queues", args={"page_size": 1000, "expand": ["statistics","members","outbound","skills","wrapupcodes"]}, output_filename_prefix="queue_"),
    EntityConfig(name="wrapup_codes", api_class=purecloudplatformclientv2.RoutingApi, method_name="get_routing_wrapupcodes", args={"page_size": 1000, "expand": ["queue"]}, output_filename_prefix="wrapup_code_"),
    EntityConfig(name="flows", api_class=purecloudplatformclientv2.FlowApi, method_name="get_flows", args={"page_size": 1000, "expand": ["statistics","versions"]}, output_filename_prefix="flow_"),
    EntityConfig(name="outbound_campaigns", api_class=purecloudplatformclientv2.OutboundApi, method_name="get_outbound_campaigns", args={"page_size": 1000}, output_filename_prefix="campaign_"),
    EntityConfig(name="outbound_contact_lists", api_class=purecloudplatformclientv2.OutboundApi, method_name="get_outbound_contactlists", args={"page_size": 1000}, output_filename_prefix="contact_list_"),
]

def get_platform_api_client() -> purecloudplatformclientv2.ApiClient:
    client_id = os.getenv("GENESYS_CLIENT_ID")
    client_secret = os.getenv("GENESYS_CLIENT_SECRET")
    
    if not client_id or not client_secret:
        raise EnvironmentError("GENESYS_CLIENT_ID and GENESYS_CLIENT_SECRET environment variables are required.")
        
    return purecloudplatformclientv2.ApiClient(
        client_id=client_id,
        client_secret=client_secret,
        base_url="https://api.mypurecloud.com"
    )

def handle_api_exception(e: ApiException, entity_name: str) -> bool:
    if e.status == 429:
        logger.warning(f"Rate limited on {entity_name}. Retrying in 2 seconds...")
        time.sleep(2)
        return True
    else:
        logger.error(f"API Error on {entity_name}: Status {e.status}, Reason {e.reason}")
        return False

def export_entity(api_client: purecloudplatformclientv2.ApiClient, config: EntityConfig, output_dir: str) -> int:
    entity_dir = os.path.join(output_dir, config.name)
    os.makedirs(entity_dir, exist_ok=True)
    
    api_obj = config.api_class(api_client)
    method = getattr(api_obj, config.method_name)
    
    page_token = None
    total_items = 0
    
    while True:
        try:
            kwargs = config.args.copy() if config.args else {}
            if page_token:
                kwargs['page_token'] = page_token
            
            response = method(**kwargs)
            entities = response.entities if hasattr(response, 'entities') else response
            
            if not entities:
                break
                
            total_items += len(entities)
            
            for entity in entities:
                entity_dict = entity.to_dict()
                entity_id = entity_dict.get('id', entity_dict.get('name', 'unknown'))
                safe_filename = "".join(c for c in str(entity_id) if c.isalnum() or c in '-_').lower()
                filename = f"{config.output_filename_prefix}{safe_filename}.json"
                filepath = os.path.join(entity_dir, filename)
                
                with open(filepath, 'w', encoding='utf-8') as f:
                    json.dump(entity_dict, f, indent=2, default=str)
            
            if hasattr(response, 'next_page') and response.next_page:
                page_token = response.next_page
            else:
                break
                
            time.sleep(0.1)
            
        except ApiException as e:
            if not handle_api_exception(e, config.name):
                break
            continue
            
    return total_items

def main():
    output_dir = os.getenv("OUTPUT_DIR", "./genesys_export")
    os.makedirs(output_dir, exist_ok=True)
    
    logger.info("Starting Genesys Cloud Org Export...")
    
    api_client = get_platform_api_client()
    
    export_stats = {}
    
    for config in ENTITY_REGISTRY:
        logger.info(f"Exporting {config.name}...")
        count = export_entity(api_client, config, output_dir)
        export_stats[config.name] = count
        logger.info(f"Exported {count} {config.name} entities.")
        
    # Generate Manifest
    manifest = {
        "export_timestamp": datetime.utcnow().isoformat(),
        "statistics": export_stats,
        "dependencies": [c.name for c in ENTITY_REGISTRY]
    }
    
    with open(os.path.join(output_dir, "manifest.json"), 'w') as f:
        json.dump(manifest, f, indent=2)
        
    logger.info("Export complete. Check manifest.json for statistics.")

if __name__ == "__main__":
    main()

Common Errors & Debugging

Error: 401 Unauthorized

• Cause: The OAuth token is invalid, expired, or the client credentials are incorrect.
• Fix: Verify GENESYS_CLIENT_ID and GENESYS_CLIENT_SECRET in your environment. Ensure the client is active in the Admin Console. Check that the base_url matches your region.

Error: 403 Forbidden

• Cause: The OAuth client lacks the necessary scopes to read the specific entity.
• Fix: Go to Admin > Security > OAuth Clients. Select your client and ensure it has “Read” scopes for the failing entity (e.g., routing:read for Queues). If using a custom role, ensure the role is assigned to the client.

Error: 429 Too Many Requests

• Cause: You have exceeded the API rate limit. Genesys Cloud has strict rate limits per client ID.
• Fix: The provided code includes a basic retry mechanism. For large organizations, increase the time.sleep() delay between pages. Consider staggering exports across multiple client IDs if available.

Error: AttributeError: 'NoneType' object has no attribute 'to_dict'

• Cause: The API returned an empty list or the SDK object structure changed.
• Fix: Ensure you check if entities: before iterating. The code above includes this check. If using a newer SDK version, verify the attribute name for the list (usually entities).

Official References

• Genesys Cloud Python SDK Documentation
• Genesys Cloud API Documentation
• OAuth 2.0 Client Credentials Grant