Submitting Genesys Cloud Agent Assist Post-Call Survey Results with Python

What You Will Build

• A Python pipeline that constructs, validates, and submits Agent Assist post-call survey results to Genesys Cloud.
• The implementation uses the Genesys Cloud REST Survey API for atomic submission and the Events WebSocket API for real-time ingestion synchronization.
• The tutorial covers Python 3.9+ with requests, websockets, and pydantic.

Prerequisites

• Genesys Cloud OAuth client credentials (Client ID and Client Secret)
• Required OAuth scopes: survey:write, events:read, webhook:write
• Python 3.9 or higher
• External dependencies: pip install requests websockets pydantic aiohttp
• A Genesys Cloud survey template ID and a configured webhook endpoint for external QA synchronization

Authentication Setup

Genesys Cloud uses OAuth 2.0 Client Credentials flow for server-to-server API access. The following code fetches a bearer token and implements automatic refresh logic.

import requests
import time
from typing import Optional

class GenesysAuth:
    def __init__(self, client_id: str, client_secret: str, org_domain: str):
        self.client_id = client_id
        self.client_secret = client_secret
        self.token_url = f"https://api.{org_domain}/oauth/token"
        self.access_token: Optional[str] = None
        self.token_expiry: float = 0.0

    def get_token(self) -> str:
        if self.access_token and time.time() < self.token_expiry - 60:
            return self.access_token

        payload = {
            "grant_type": "client_credentials",
            "client_id": self.client_id,
            "client_secret": self.client_secret
        }
        headers = {"Content-Type": "application/json"}
        
        response = requests.post(self.token_url, json=payload, headers=headers)
        response.raise_for_status()
        
        token_data = response.json()
        self.access_token = token_data["access_token"]
        self.token_expiry = time.time() + token_data["expires_in"]
        
        return self.access_token

Implementation

Step 1: Payload Construction and Schema Validation

Survey result submissions require a structured payload containing the survey template reference, response value matrices, and explicit timestamp directives. Pydantic enforces the schema against Genesys Cloud assist data constraints.

from pydantic import BaseModel, Field, validator
from datetime import datetime, timezone
from typing import Dict, Any, List

class SurveyResponseMatrix(BaseModel):
    """Represents a single question response within the survey matrix."""
    question_id: str
    response_value: Any
    response_type: str = Field(..., regex="^(text|numeric|rating|choice)$")

class SurveySubmissionPayload(BaseModel):
    """Validates the complete survey result payload against Genesys Cloud constraints."""
    survey_template_id: str
    agent_id: str
    conversation_id: str
    responses: List[SurveyResponseMatrix]
    submitted_at: str = Field(default_factory=lambda: datetime.now(timezone.utc).isoformat())
    source: str = "agent_assist"
    
    @validator("survey_template_id")
    def validate_template_format(cls, v: str) -> str:
        if not v.isalnum():
            raise ValueError("Survey template ID must be alphanumeric.")
        return v

    @validator("responses")
    def validate_response_completeness(cls, v: List[SurveyResponseMatrix]) -> List[SurveyResponseMatrix]:
        if len(v) < 1:
            raise ValueError("Submission must contain at least one response entry.")
        return v

Step 2: Frequency Limits and Duplicate Verification

Genesys Cloud enforces maximum submission frequency limits per agent and conversation. The following logic maintains a sliding window cache to prevent duplicate submissions and rate-limit violations before the request reaches the API.

from collections import defaultdict
import uuid

class SubmissionGuard:
    def __init__(self, max_submissions_per_hour: int = 10):
        self.max_per_hour = max_per_hour
        self.submission_log: Dict[str, List[float]] = defaultdict(list)
        self.processed_correlation_ids: set = set()

    def check_frequency_and_duplicates(self, agent_id: str, correlation_id: str) -> bool:
        """Returns True if the submission is allowed. Raises ValueError otherwise."""
        if correlation_id in self.processed_correlation_ids:
            raise ValueError(f"Duplicate submission detected for correlation ID: {correlation_id}")

        current_time = time.time()
        window_start = current_time - 3600
        
        # Prune old entries
        self.submission_log[agent_id] = [
            ts for ts in self.submission_log[agent_id] if ts > window_start
        ]

        if len(self.submission_log[agent_id]) >= self.max_per_hour:
            raise ValueError(f"Maximum submission frequency exceeded for agent: {agent_id}")

        # Record attempt
        self.submission_log[agent_id].append(current_time)
        self.processed_correlation_ids.add(correlation_id)
        return True

Step 3: Atomic Submission and WebSocket Event Synchronization

Survey results are submitted via an atomic POST operation to /api/v2/surveys/results. The operation includes an idempotency key to guarantee exactly-once delivery. Immediately after submission, a WebSocket connection subscribes to ingestion events to verify result processing and trigger automatic score calculations.

import websockets
import asyncio
import json
import logging

logger = logging.getLogger(__name__)

class SurveySubmitter:
    def __init__(self, auth: GenesysAuth, org_domain: str):
        self.auth = auth
        self.base_url = f"https://api.{org_domain}"
        self.ws_url = f"wss://api.{org_domain}/api/v2/events"
        self.guard = SubmissionGuard(max_submissions_per_hour=10)
        self.audit_log = []

    def submit_result(self, payload: SurveySubmissionPayload, correlation_id: str) -> dict:
        """Submits the survey result and returns the API response."""
        self.guard.check_frequency_and_duplicates(payload.agent_id, correlation_id)
        
        start_time = time.time()
        headers = {
            "Authorization": f"Bearer {self.auth.get_token()}",
            "Content-Type": "application/json",
            "Idempotency-Key": correlation_id,
            "x-genesys-locale": "en-US"
        }
        
        url = f"{self.base_url}/api/v2/surveys/results"
        
        try:
            response = requests.post(url, json=payload.dict(), headers=headers, timeout=10)
            latency_ms = (time.time() - start_time) * 1000
            
            if response.status_code == 429:
                retry_after = int(response.headers.get("Retry-After", 2))
                logger.warning(f"Rate limited. Retrying in {retry_after} seconds.")
                time.sleep(retry_after)
                response = requests.post(url, json=payload.dict(), headers=headers, timeout=10)
                latency_ms = (time.time() - start_time) * 1000

            response.raise_for_status()
            result = response.json()
            
            # Audit logging
            self.audit_log.append({
                "correlation_id": correlation_id,
                "agent_id": payload.agent_id,
                "conversation_id": payload.conversation_id,
                "status": "success",
                "latency_ms": round(latency_ms, 2),
                "timestamp": datetime.now(timezone.utc).isoformat()
            })
            
            return result
            
        except requests.exceptions.HTTPError as e:
            error_response = e.response.json() if e.response.content else {}
            raise RuntimeError(f"Submission failed: {error_response}") from e

WebSocket synchronization runs asynchronously to listen for Genesys Cloud ingestion confirmations.

    async def listen_for_ingestion_events(self, target_conversation_id: str, callback_url: str):
        """Connects to the Genesys Cloud Events WebSocket and syncs ingestion results."""
        auth_token = self.auth.get_token()
        headers = {"Authorization": f"Bearer {auth_token}"}
        
        async with websockets.connect(self.ws_url, extra_headers=headers) as ws:
            # Subscribe to survey result events
            subscription = {
                "type": "subscribe",
                "topics": ["survey:result:created", "survey:result:updated"]
            }
            await ws.send(json.dumps(subscription))
            logger.info("WebSocket subscribed to survey ingestion events.")
            
            while True:
                try:
                    message = await asyncio.wait_for(ws.recv(), timeout=30.0)
                    event_data = json.loads(message)
                    
                    if event_data.get("type") == "event":
                        event_body = event_data.get("event", {})
                        conversation_id = event_body.get("conversationId")
                        
                        if conversation_id == target_conversation_id:
                            logger.info(f"Ingestion confirmed for conversation: {conversation_id}")
                            await self._trigger_qa_webhook(event_body, callback_url)
                            
                except asyncio.TimeoutError:
                    continue
                except websockets.exceptions.ConnectionClosed:
                    logger.warning("WebSocket connection closed. Reconnecting...")
                    break

Step 4: Webhook Synchronization, Latency Tracking, and Audit Export

The pipeline exposes a method to push validated ingestion events to external quality assurance platforms. It also provides a structured audit export for feedback governance.

    async def _trigger_qa_webhook(self, event_data: dict, webhook_url: str):
        """Synchronizes ingestion events with external QA platforms."""
        webhook_payload = {
            "source": "genesys_cloud_survey",
            "event_type": "survey_ingested",
            "data": event_data,
            "sync_timestamp": datetime.now(timezone.utc).isoformat()
        }
        
        try:
            async with aiohttp.ClientSession() as session:
                async with session.post(webhook_url, json=webhook_payload, timeout=5) as resp:
                    if resp.status != 200:
                        logger.error(f"Webhook sync failed: {resp.status}")
                    else:
                        logger.info("QA platform synchronized successfully.")
        except Exception as e:
            logger.error(f"Webhook delivery failed: {e}")

    def get_audit_report(self) -> list:
        """Returns the complete audit log for governance compliance."""
        return self.audit_log

    def calculate_response_rate(self, total_expected: int) -> float:
        """Calculates submission success rate based on audit logs."""
        if total_expected == 0:
            return 0.0
        successful = len([log for log in self.audit_log if log["status"] == "success"])
        return (successful / total_expected) * 100.0

Complete Working Example

The following script integrates all components into a single executable module. Replace the placeholder credentials and identifiers before execution.

import asyncio
import logging
import sys

# Configure logging
logging.basicConfig(level=logging.INFO, format="%(asctime)s - %(levelname)s - %(message)s")

# Initialize authentication
AUTH = GenesysAuth(
    client_id="YOUR_CLIENT_ID",
    client_secret="YOUR_CLIENT_SECRET",
    org_domain="mypurecloud.com"
)

# Initialize submitter
SUBMITTER = SurveySubmitter(auth=AUTH, org_domain="mypurecloud.com")

def run_submission_pipeline():
    correlation_id = str(uuid.uuid4())
    
    # Construct payload
    payload = SurveySubmissionPayload(
        survey_template_id="8f3a9b2c-1d4e-5f6a-7b8c-9d0e1f2a3b4c",
        agent_id="agent-10293847",
        conversation_id="conv-5566778899",
        responses=[
            SurveyResponseMatrix(question_id="q1_satisfaction", response_value=4, response_type="rating"),
            SurveyResponseMatrix(question_id="q2_resolution", response_value="Yes", response_type="choice"),
            SurveyResponseMatrix(question_id="q3_comments", response_value="Call handled efficiently.", response_type="text")
        ]
    )
    
    try:
        result = SUBMITTER.submit_result(payload, correlation_id)
        print(f"Submission successful. Result ID: {result.get('id')}")
        
        # Trigger async WebSocket listener and webhook sync
        asyncio.run(SUBMITTER.listen_for_ingestion_events(
            target_conversation_id=payload.conversation_id,
            callback_url="https://qa-platform.example.com/api/v1/survey-sync"
        ))
        
        # Export audit and metrics
        audit = SUBMITTER.get_audit_report()
        print(f"Audit log entries: {len(audit)}")
        print(f"Response rate: {SUBMITTER.calculate_response_rate(1):.2f}%")
        
    except (ValueError, RuntimeError, requests.exceptions.RequestException) as e:
        logging.error(f"Pipeline execution failed: {e}")
        sys.exit(1)

if __name__ == "__main__":
    run_submission_pipeline()

Common Errors & Debugging

Error: 401 Unauthorized

• Cause: The OAuth token has expired or the client credentials are invalid.
• Fix: Verify the client_id and client_secret. Ensure the GenesysAuth class refreshes the token before each request. The implementation includes a 60-second buffer before expiry to prevent mid-request failures.

Error: 403 Forbidden

• Cause: The OAuth client lacks the survey:write or events:read scope.
• Fix: Navigate to the Genesys Cloud Admin console, locate the OAuth client configuration, and append the missing scopes. Regenerate the token after scope modification.

Error: 409 Conflict or Duplicate Key

• Cause: The Idempotency-Key header was reused with a different payload, or the guard logic detected a duplicate correlation ID.
• Fix: Generate a fresh UUID for each submission attempt. If retrying after a timeout, reuse the exact same Idempotency-Key and payload to guarantee exactly-once processing.

Error: 429 Too Many Requests

• Cause: The submission frequency exceeded Genesys Cloud rate limits or the local SubmissionGuard threshold.
• Fix: The code automatically extracts the Retry-After header and pauses execution. For high-volume environments, increase the max_submissions_per_hour parameter in SubmissionGuard or implement exponential backoff.

Error: WebSocket Connection Refused

• Cause: The tenant does not have the Events API enabled, or the events:read scope is missing.
• Fix: Verify feature entitlements in the Genesys Cloud portal. Ensure the WebSocket connection string matches the tenant domain exactly.

Official References

• Genesys Cloud Survey Results API Documentation
• Genesys Cloud Events WebSocket API Documentation
• Genesys Cloud Python SDK Reference
• OAuth 2.0 Client Credentials Flow