Genesys

In order to ease ingestion of call records from Genesys to our own platform, we offer a native integration between the two services by taking advantage of Genesys cloud API.

Once configured, this integration will automatically fetch available records from Genesys, and process them within our platform as part of our Batch Transcription product.

Currently, calls from the day before are fetched once a day. Only calls with available audio file are processed.

Configuration

The following information is needed to configure the integration:

• api_client_id, api_client_secret as provided in the Genesys webapp Integrations / OAuth section.
• client_org_region refers to the organisation's AWS regions for genesys cloud
• left and right audio channels: is the customer voice on the right and agent on the left, or the other way round
• Your timezone as defined by the TZ database, for example Europe/Paris or America/New_York