We are planning our cutover from PureConnect, and we have 5 years of IVR statistics.
Does Genesys Cloud have a native way to import legacy IVR containment metrics so we can run year-over-year comparisons in the GC reporting UI?
What about legacy email transcripts?
We want our agents to be able to search the customer’s Interaction History in Genesys Cloud and see emails they sent 3 years ago on the old platform. Is there an omnichannel import API for historical emails?
Do not attempt to use Architect Data Tables as a database for historical reporting.
I’ve seen organizations try to stuff legacy customer metrics into Data Tables so Architect flows can read them. Data tables have a strict row limit and are designed for rapid configuration lookups, not deep historical storage.
This is a fundamental limitation of migrating to GC.
In NICE CXone, they provide a specific professional services package to port historical data directly into their native reporting environment. In Genesys Cloud, you cannot push historical interaction data into their Analytics database. You are forced to build an external Data Lake (e.g., Snowflake or AWS Redshift) and use a BI tool like Tableau to combine the legacy PureConnect data with the new Genesys Cloud API exports.
Before you attempt to migrate 5 years of data, you must consult your Data Protection Officer.
Under GDPR Article 5(1)(e), personal data must be kept in a form which permits identification of data subjects for no longer than is necessary. If your legacy IVR logs contain identifiable customer inputs, migrating 5 years of data into a new cloud platform likely violates storage limitation principles.