Hi all,
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?
Hey everyone,
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.