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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), with an API connection pointing to your Genesys Cloud environment and the correct environment selected. The API connection 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 agents (optional)​

Stellar fetches the list of users from Genesys. You can optionally filter by specific agents to narrow the import.

3. Set date range and duration filters​

  • Start date / End date — the time range to search. Maximum range is 90 days. Defaults to the last 7 days.
  • Min / Max duration — optionally filter by talk duration in seconds. Defaults to 0–1200.

4. 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 start time, talk duration, and agent name.

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

5. 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​

  • Single-agent conversations only — calls with multiple agents (transfers) are filtered out. This is scoped to the coaching use case.
  • Maximum 500 conversations per import — narrow your filters if you exceed this limit.
  • 90-day date range limit per import.
  • Genesys recordings must be in AVAILABLE state — recordings still being processed by Genesys are skipped.

Next steps​