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Genesys recording import

Import call recordings from Genesys Cloud into Stellar's call analysis module for transcription, evaluation, and coaching report generation.

Prerequisites​

Before importing recordings, you need:

  1. Call analysis enabled on your tenant (feature flag).
  2. A contact center group created in Call analysis > Settings.
  3. Genesys integration enabled in your group settings (Call analysis > Settings > General), pointing to your Genesys Cloud environment and the correct environment selected. The integration needs an OAuth2 client credentials auth connector with a Genesys OAuth client that has the analytics:readonly, users:readonly, and recording:readonly scopes.

Import workflow​

Navigate to Call analysis > Calls and click Import.

1. Select import source​

Choose Import from Genesys. This opens the Genesys import page.

2. Filter by agent, number, or conversation ID (optional)​

You can narrow the search by Agents, by Called phone numbers, by Conversation IDs, or any combination — they all combine with AND, so a conversation is only returned if it matches every filter you set (and falls within the date range).

The Agents picker is populated from your Genesys users. By default it lists only active users; tick Include inactive agents to also surface inactive and deleted users, which is useful for importing calls handled by people who have since left. The Called phone numbers field is free-text: type or paste numbers in international format with a country code (for example +31201234567), press Enter, and they become chips. The field accepts up to 20 numbers and validates each one — invalid entries are rejected with an inline message and never reach the search.

The Conversation IDs field works the same way: type or paste Genesys conversation IDs, press Enter, and they become chips. Each ID must be a valid UUID, and you can filter on up to 20 at a time — invalid entries are rejected with an inline message. Use this when you already know the exact conversations you want, for example to re-pull a specific call you found in Genesys. Because the date range still applies, make sure the IDs you enter fall within the selected Start date and End date.

3. Set date range and duration filters​

The Start date and End date fields control the time range, which can span up to 1 year. Wider ranges are fetched from Genesys in 31-day chunks behind the scenes, and the search keeps the most recent 500 matching conversations (you will see a truncation warning if there are more). Min / Max duration optionally filters by talk duration in seconds and defaults to 1–1200 — leaving the minimum at 1 second drops calls that were abandoned before any conversation took place.

4. Choose which conversation types to include​

By default the search returns only single-agent conversations, which is the right shape for coaching reports. Tick Include conversations with handovers to also import blind transfers and conferences — calls where two or more agents touched the conversation. Tick Include conversations without human agents to also pull calls that never reached a human agent (IVR-only, AI agent, or abandoned) — useful for analysing total call volume to a number rather than only coachable calls. The minimum-duration filter still applies to these calls, so lower it to surface very short abandons.

Genesys sometimes splits a warm transfer into multiple linked conversations with different IDs. Stellar only imports the conversation rows that independently match your search; the consult leg is not auto-pulled.

5. Review results​

Stellar queries the Genesys analytics API and displays matching conversations in two tabs: New and Already imported (deduplicated by Genesys conversation ID). Each row shows the conversation ID, start time, talk duration, the called number it matched on, and the agent name. The Conversation ID column shows the last few characters of the ID; click it to copy the full ID to your clipboard.

If the result set is capped before reaching the end of your date range, you'll see a warning above the table. Narrow the date range or add a more specific filter to see the rest.

If any agent names from Genesys are not yet in your contact center group, you will be prompted to add them before proceeding.

6. Import​

Click Import X new recordings to start the process. Stellar creates a record for each new conversation and queues background jobs to:

  1. Download the recording from Genesys (WAV format)
  2. Compress and store the audio
  3. Trigger automatic transcription (if enabled in your group settings)

You can monitor progress in the calls list — each imported call shows its download status: Queued for download, Downloading..., or Download failed. Once downloaded, the call shows its normal processing status.

Limitations​

  • Calls with no agent require the no-agent checkbox — IVR-only and abandoned calls carry no agent content to analyse, so they're excluded unless you tick Include conversations without human agents; the minimum-duration filter still applies to them.
  • Multi-agent calls require the handovers checkbox — leave it unticked for coaching imports; tick it for full-coverage DNIS imports.
  • Warm-transfer consult legs aren't auto-pulled — Genesys assigns them a separate conversation ID; only conversations that independently match your filters are imported.
  • Maximum 1-year date range per search; the most recent 500 matching conversations are returned when a range contains more.
  • Maximum 500 conversations per import — narrow your filters if you exceed this limit, or if you see the truncation warning.
  • Maximum 20 called numbers and 20 conversation IDs per search.
  • Genesys recordings must be in AVAILABLE state — recordings still being processed by Genesys are skipped.

Next steps​