Genesys Cloud
BetaThis source is currently in beta. It works end to end, but you may still hit rough edges. Let us know if you do.
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Skip the manual setup — run this in your project and the wizard auto-detects your databases and APIs and connects them to PostHog.
Connect Genesys Cloud to PostHog to sync your data into the PostHog data warehouse for analysis and modeling.
Connect your Genesys Cloud organization to import calls, conversations, participants, users, user status history, queues, wrap-up codes, skills, divisions, teams, groups, external contacts, and external organizations.
In Genesys Cloud, go to Admin > Integrations > OAuth and add a client with the Client Credentials grant type. Assign it a role with these permissions:
analytics:conversationDetail:viewfor calls, conversations, and participantsanalytics:userDetail:viewfor user status historyrouting:queue:viewfor queuesrouting:wrapupCode:viewfor wrap-up codesrouting:skill:viewfor skillsgroups:team:viewfor teamsexternalContacts:contact:viewfor external contactsexternalContacts:externalOrganization:viewfor external organizations
Then select the region your organization is hosted in.
Configuration
| Option | Type | Required |
|---|---|---|
Region | select | Yes |
Client ID | text | Yes |
Client secret | password | Yes |
Linking Genesys Cloud to PostHog
- Go to the Data pipeline page in PostHog
- Click New source and select Genesys Cloud
- Fill in the required configuration fields
- Click Next, select the tables you want to sync, and then press Import
Supported tables
| Table | Description | Sync method | Incremental field | Primary key |
|---|---|---|---|---|
conversations | Genesys Cloud conversations across all media types (voice, chat, email, messaging, callbacks), from the analytics conversation details query. | Incremental, Full refresh | conversationStart | — |
calls | Genesys Cloud voice conversations (phone calls), from the analytics conversation details query. | Incremental, Full refresh | conversationStart | — |
participants | One row per participant in a Genesys Cloud conversation (customer, agent, IVR, ACD queue, and so on). | Incremental, Full refresh | conversationStart | — |
users | Users (agents and other staff) in the Genesys Cloud organization, including inactive and deleted users. | Full refresh | — | — |
queues | ACD routing queues in the Genesys Cloud organization. | Full refresh | — | — |
wrapup_codes | Wrap-up codes agents assign at the end of a conversation to record its outcome. | Full refresh | — | — |
skills | ACD routing skills in the Genesys Cloud organization. | Full refresh | — | — |
divisions | Divisions (business units) that partition objects in the Genesys Cloud organization. | Full refresh | — | — |
external_organizations | External organizations (customer companies) stored in Genesys Cloud external contacts. | Full refresh | — | — |
external_contacts | External contacts (customer identities) stored in Genesys Cloud external contacts. | Full refresh | — | — |
teams | Teams of users in the Genesys Cloud organization. | Full refresh | — | — |
groups | Groups of users in the Genesys Cloud organization. | Full refresh | — | — |
user_status_history | Presence and ACD routing status history for users, one row per status record, from the user details query. | Incremental, Full refresh | startTime | — |