Migrating 3rd party interactions into PureCloud

[Nexon]

HI,

We are interested in seeing if there is any method to create interactions inside of PureCloud from a 3rd party application. This comes from a need for a centralized evaluation system for interactions in which we want all evaluations (1st and 3rd party) to be completed inside of purecloud.

We can see that moving recordings to Genesys is possible with a plugin https://appfoundry.genesys.com/filter/genesyscloud/listing/c1d4b129-571c-4441-88dc-06e5c9322fdd. However we wish for interactions to be moved into the system which may or may not have any recordings associated with it.

[jacobshaw]

@Nexon

According to a previous post here on the forum, this is unfortunately not possible. Please read the post to understand why.

Getting conversation History from other tool

Hello, It is not possible to import "external interaction history into Genesys Cloud". I mean that Genesys Cloud Analytics data is only about conversations which were created via the Genesys Cloud channels (phone call to Genesys Cloud, email to Genesys Cloud, chat to Genesys Cloud, SMS to Genesys Cloud, ...), and which were distributed and managed by Genesys Cloud Contact Center Agents. If your question is about an interaction/conversation which was managed by a different system (other than G…

[Nexon]

Thanks for the response @jacobshaw,

Is this the ongoing view for the foreseeable future from Genesys, that importing 3rd party historical interaction will never be a feature?

However, this leave a couple more questions that I have, Genesys often promotes easy migration of existing such as:

• https://www.genesys.com/en-gb/campaign/purecloud-is-more-than-simple-migration-kit
• https://www.genesys.com/en-sg/solutions/call-centre-cloud-migration
• https://www.genesys.com/blog/post/accelerate-your-migration-to-the-genesys-purecloud-application

Is this only related to the migration of interaction flow logic? As we can sometimes get request from contact centers that may wish to view historical interactions. Would the recommend solution from Genesys be something along the lines of maintaining the old contact center systems in place to view the old interactions for as long as needed in parallel with Genesys Cloud?

In the opening example of centralizing the evaluation, a team lead would need to view an evaluation in PureCloud then to check the agent's performance progress they would need to access the old system, find a method of link the agents account (email, employed ID, etc) find their evaluations then compare the scores.
This would be a solution to their needs but its not a great UX experience for the team leads.