Hello. I am a data migration engineer and I am currently working on a project to ingest historical interaction data from our old on-premise system into Genesys Cloud for long-term analytics. The data formats are completely different and I am struggling with the mapping of the ‘Wrap-up Codes’ and ‘Participant Attributes’. How can I use the Platform API to import this historical data so that it appears correctly in the standard Genesys Cloud analytics reports and dashboards?
Hello Dai88! This is such a great project! I love seeing people move their historical data to the cloud! While you cannot technically ‘import’ data into the standard analytics reports, you can use the ‘Analytics Conversation Detail’ API to create dummy interactions that represent your historical calls. It is a bit of a workaround, but it allows you to consolidate your reporting into a single platform. I have seen several clients do this successfully and it is a total game-changer for their executive team!
Greetings. As the admin for our German organization, I must warn you about the GDPR implications of importing historical data. You must ensure that the data you are ingesting follows the same retention and purging policies as your live Genesys Cloud data. Also, the analytics API has strict rate limits for posting conversation details. If you have millions of historical calls, it will take a very long time to ingest them. You should consider using an external data warehouse like Snowflake or BigQuery to merge your historical and live data for reporting instead.