Work with an interaction reprocessing job

Feature coming soon. Billing is currently inactive during Limited Availability (LA); usage is free until GA release.

PrerequisitesClick to expand

Genesys Cloud CX 1 or Genesys Cloud CX 2 with WEM Add On or STA Add On, Genesys Cloud CX 3, Genesys Cloud CX 4, or Genesys Cloud EX
AI Experience tokens
SpeechAndTextAnalytics > ReprocessInteractions > Add permission
SpeechAndTextAnalytics > ReprocessInteractions > Delete permission
SpeechAndTextAnalytics > ReprocessInteractions > Edit permission
SpeechAndTextAnalytics > ReprocessInteractions > View permission
SpeechAndTextAnalytics > Programs > View permission
To view approximate count of interactions to be reprocessed, one of these permissions:
- Analytics > ConversationDetail > View
- Recording > Recording > View or Recording > RecordingSegment > View

This feature enables Genesys Cloud administrators and analysts to apply changes made to topics across historic interactions retrospectively . Use the reprocessing interface to create and manage jobs that retroactively analyze interactions based on your latest topic models.

Notes:

Reprocessing interactions applies only to topics associated with selected programs. Select appropriate programs during job setup to ensure accurate results.
One reprocessing interaction job can only process a maximum of 250,000 interactions.
If any program within an interaction matches a reprocessing job filter, the entire interaction is reprocessed.
Unless at least one new topic is detected in that block, the topic reprocessing feature cannot delete all topics in a transcript block.
If an interaction contains no detected topics, it is marked as failed during reprocessing.
If none of the transcripts in an interaction contain detected topics, even if one transcript block does, the interaction is considered a failed interaction.
If the selected program for reprocessing has no topics at the time of reprocessing, the interaction’s existing topics remain unchanged.
The reprocessing .csv shows only newly detected topics; it does not display topics that were removed (for example, no before-and-after topic comparison).

View and understand the reprocessing interactions listClick to expand

Navigate to Admin > Interaction Reprocessing.
Click Menu > Conversation Intelligence > Speech and Text Analytics > Interaction Reprocessing.
A table lists all Reprocessing Jobs with statuses such as Queued, In Progress, and Completed.
For each job, you can:
- View details (filters, job creation time, program associations).
- Export impacted Interaction IDs.
- Delete completed or obsolete jobs.
Click the job name to view:
- Program selection
- Filter criteria
- Timeline range
- Media types and other attributes

Create a reprocessing interactions jobClick to expand

Navigate to Admin > Interaction Reprocessing.
Click Menu > Conversation Intelligence > Speech and Text Analytics > Interaction Reprocessing.
Click Create a Job.
Provide the following required inputs:
- Job name
- Date range (for the historic interactions to process)
- Programs (where Topic/Category changes apply)
- Media types (for example, voice, chat)
(Optional) Add advanced filters to refine your interaction selection.
Review the Estimated Interaction Count that appears.
Click Publish to submit the job for processing.

Note: Only topics linked to selected programs are reprocessed. Be sure to update or assign topics to relevant programs before starting reprocessing.

Monitor a reprocessing interactions jobClick to expand

After publishing, the job enters a Queued state.
Once started, a Progress Bar indicates the status:
- Queued – Awaiting a turn in the processing queue.
- In Progress – Processing interactions with real-time updates.
- Completed – Job is done; export option becomes available.
Hover over the progress bar and view details such as:
- Percentage complete
- Number of interactions processed
If the job is delayed, it’s likely due to the time needed to retrieve data from Content Search. This behavior is expected and typically resolves within minutes.

Export reprocessing interaction job resultsClick to expand

Understanding usage and billingClick to expand

Best practicesClick to expand

Practice	Description
Program awareness	Only include programs that contain updated topics.
Scope management	Apply tight filters (for example, media types, recent dates) to limit processing.
Export IDs	Download interaction IDs for records or further processing.

Common use case exampleClick to expand

FAQsClick to expand

Q: Can I edit a job after I publish it?
A: No. Once a job is published, it cannot be modified. You can delete and recreate it if necessary.

Q: Why can’t I export interaction IDs until a job completes?
A: Export is only available after processing is finished to ensure accurate results.

Q: How do I know which Programs contain my Topic?
A: Review Topic assignments in the STA configuration interface before running the job.

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