AI-generated summary
Genesys Cloud enables users to export view data as CSV files or PDF reports delivered to their inbox, with comprehensive functionality spanning over 60 views across agent performance, queue management, campaign interactions, bot performance, flow outcomes, and message/email metrics. The export feature requires specific permissions including Analytics > Data Export, Analytics > Data Export – Publish for email delivery, Analytics > Data Export – Schedule for scheduled exports, and Reporting > Custom Participant Attributes – View permissions, with additional Analytics > dataExportStaticLink – View permission enabling users to download and share static link exports with third-party applications.
Users can customize exports by selecting data format, specific columns, file names, and delivery method. The platform supports exporting agent activity data including login/logout details and status timelines through the Agent Status view, evaluation records through Agents Evaluation views, and campaign interaction data through Campaign Interactions Detail view. Email distribution accommodates up to 10 recipients with a 20 MB attachment limit, while the Include all columns option exports all visible columns and Include Custom Attributes exports associated participant data processed through the overnight data pipeline.
Export scheduling supports both one-time and recurring options with configurable intervals including hourly, daily, weekly, monthly, and quarterly frequencies. Data granularity varies based on selected time period: 30-minute intervals for today/yesterday, daily intervals for week/month ranges, and no login/logout data for periods exceeding 30 days. The Generate Static Link feature enables third-party tools to repeatedly access the most recent scheduled export from a centralized location, with Genesys recommending OAuth clients for system accounts requiring static export access.
Formatting options include selectable duration formats (Milliseconds, Seconds, HH:MM:SS, H:M:S), timezone conversion capabilities, locale selection for text and date/time display, and delimiter choices for CSV files. Additional customization features include Split Filters to display aggregate and individual data, Split by Media Type to segment metrics by communication channel, Include Row to append numeric column totals, and Include Chart to add metric charts to PDF exports for specific performance views. The Exclude Empty Rows option removes rows without data in visible columns.
Exports display status indicators—Submitted, In Progress, Canceling, Canceled, Error, Complete, or Partial Results—with progress bars showing completion percentage. The system retains exports for 100 days with notifications for expiring exports and renewal options before expiration. Users can cancel in-progress exports, though canceled exports cannot be restarted and must be requeued if needed. Export management occurs through the Inbox interface, where users can delete, mark as read, copy Export IDs, and generate static links through the More menu options. Failed exports can be rerun using the Run Now function, limited to once per hour.
System constraints include maximum 2,500 entities per aggregate Performance view export, maximum 100 Queue IDs or 300 User IDs when exporting via group options, and maximum 1,000,000 rows per export. Recent interactions less than 24 hours old are limited to 10,000 conversations per 12-hour period due to real-time data source constraints, while older interactions support up to 1,000,000 conversations per export from optimized daily-updated storage. Additional constraints include 20 MB maximum file size for emailed exports, maximum 20 enabled scheduled exports per user, support for up to 366 days of data per export, and maximum 150 selected columns for PDF exports with no column limit for CSV exports. Scheduled exports that fail consecutively twice are automatically disabled and require manual re-enablement after issue resolution.
Export performance optimization requires strategic configuration to prevent system-wide responsiveness issues. Best practices include narrowing view filters to reduce data scope, scheduling exports during non-peak hours, consolidating team exports to single users for distribution, and selecting only necessary columns. Organizations should evaluate filter breadth, concurrent user activity, data volume requirements, and export timing based on their specific operational needs, as Genesys Cloud lacks universal export scheduling rules due to variable organizational factors