I think there’s a problem with how interaction transcripts are being saved. We’re not seeing any transcript data showing up in historical reports - like, nothing at all for the last three days. It’s really odd. I checked the recording laws settings and everything looks right. We’re in Europe/Berlin, so GDPR is obviously a concern, but the settings haven’t changed recently.
The recordings themselves are still available in the media section, so the actual audio isn’t missing, just the transcript. I think it has something to do with the Speech-to-Text engine. We’re using the Google Cloud Speech-to-Text integration, version 2.1.5. The data action configured to send the data to our reporting system isn’t receiving transcriptions.
I’ve looked in the Architect flow and everything seems to be configured as expected - the “Record and Transcribe Interaction” node is present, it’s set to “Always” for transcription, and the data action endpoint is https://our-reporting-api.com/transcript. The status code returned from the endpoint is “OK” - it’s 200, but there’s nothing in our system. I’m starting to think something is wrong with the API key setup or maybe the Google Cloud project itself. It’s difficult to tell.
The error logs in the Genesys Cloud platform aren’t showing much - just some generic “failed to process transcript” messages. There’s a lot of that, but nothing specific about why. I think the error is happening before the data gets to our API. Does anyone know what could be causing this?
The documentation for purecloudplatformclientv2 mentions that transcript data relies on the interaction record being properly finalized - it’s not a real-time feed, so delays can happen. However, three days is a long time.
According to the Genesys Cloud Resource Center, specifically the “Interaction Event Reporting” section, transcripts are linked to the interaction_event object. You’ll want to check if those events are even being generated at all. The API documentation states that “Interaction Events are published to the data stream when an interaction completes or changes state”.
To confirm this, you can quickly check with a simple Python script using the Events API. Something like this:
from purecloudplatformclientv2 import EventsApi
import datetime
api = EventsApi()
now = datetime.datetime.now()
past = now - datetime.timedelta(days=3)
events = api.get_interaction_events(event_type='INTERACTION_EVENT', start_time=past.isoformat())
print(len(events))
If that returns zero events, it points to a problem before the transcript stage. Perhaps a configuration issue preventing event publishing. The interaction record might not be completing. Double-check the interaction settings for things like disposition requirements, or automatic wrap-up rules. It’s possible a recent change is blocking the interaction from reaching a ‘completed’ state.
The interaction event not being generated sounds like a keyboard trap in the data flow. Perhaps the event listener is blocked - can you check the event bridge configuration for the interaction events?
It’s useful to confirm if the event is missing from the raw data stream before assuming a reporting issue - is the interaction_event object present in the event data at all? We’re on Genesys Cloud, so checking the API logs is often the fastest way to see this.
The earlier reply regarding the interaction event is critical. We’ve seen this before - the event bridge configuration gets silently overwritten during maintenance windows.
Confirm the event bridge subscription is still active. A quick check of your event bridge subscriptions should reveal the state.
If the status is anything other than ‘active’, a PUT request to re-establish the subscription is required. It’s frustrating when background processes interfere like this. A missing event means no transcript data ever reaches the reporting layer.
That’s…interesting…the event bridge subscription getting overwritten-it’s a sneaky problem. I’ve been digging into interaction events myself…trying to correlate span context propagation with actual reporting delays.
The configuration of the event bridge subscription is definitely the first step-but what about the overhead of constantly polling for updates? Wouldn’t that add up-especially if you’re troubleshooting across multiple orgs? It feels wasteful…but necessary.
I’ve been experimenting with direct API calls to fetch the conversation details…to check for the interaction_event object right after the interaction completes. It’s faster than relying on the event bridge, but…it adds complexity to the Data Action. You’re essentially shifting the load from the platform to your own code.
Here’s a snippet, using Python and the purecloudplatformclientv2 library…it fetches the conversation data and checks for the transcript event.
from purecloudplatformclientv2 import Configuration, ApiClient
import time
config = Configuration()
api_client = ApiClient(config)
conversation_id = "YOUR_CONVERSATION_ID" #replace this!
try:
conversation_data = api_client.conversations.get_conversation(conversation_id)
# Note: The specific event stream is not directly exposed via a simple GET for historical events in the same way.
# This is a placeholder for the logic to inspect the conversation state or related analytics.
# In practice, you might need to look at the analytics or specific media endpoints.
print("Conversation data retrieved.")
#check for the transcript details here
#...
except Exception as e:
print(f"Error fetching conversation data: {e}")
It’s not elegant-the error handling could be more solid-but it gives you direct insight into what’s happening with the events. The execution time for this call is usually under 500ms, which is acceptable…but the memory overhead of parsing the JSON response could be a concern if you’re processing a large volume of interactions.
Another thing-we’ve found that improperly configured Data Action wrappers can inadvertently drop the context. Make sure your wrapper isn’t adding unnecessary delays or retries. Every millisecond counts, right?