Call Recording Export

Recordings are downloaded and saved automatically right after a call ends — straight from Genesys Cloud to your designated file storage, in your chosen format.

Advanced Audio Processing

Optionally applied per export profile before the final file is saved. Processing parameters are set in code and apply uniformly across all profiles.

Precision Audio Segment Extraction

Export only the audio that matters. Each export profile can filter by participant type (purpose) and call segment type — keeping only the relevant portions of each recording.

✂️ Configure What Gets Exported From Each Recording

The engine splits, filters, and optionally concatenates the result into a single clean audio file. Both filter axes are configured per profile in the Admin webapp.

👤 Filter by Participant Type (ParticipantPurposesToExport)

Select which participant roles contribute audio to the exported file. Leave empty to include all participants.

agent customer acd ivr user dialer external voicemail botflow workflow … and more

Example: Select agent only
→ Only the audio segments with agents are extracted. IVR and ACD parts of the call are excluded entirely.

Typical use cases: Agent evaluation and QA coaching Agent speech analytics input

🗂️ Filter by Call Segment Type (CallSegmentsToExport)

Select which phases of a call to include. Leave empty to include all segments.

✅ Typically included

interact voicemail

❌ Typically excluded

hold contacting dialing alert scheduled ivr wrapup unknown

Example: Select interact only
→ Only the live conversation time is exported. Hold time, ring time, dialing, and queue wait are stripped out.

Typical use cases: Reduced storage footprint Clean transcription input — no hold music artefacts Accurate billable-minutes reporting

📌 Example: ParticipantPurpose = agent & CallSegment = interact

The Genesys Cloud Interaction Detail Timeline below shows a real call. Orange arrows pointing right identify the rows where ParticipantPurpose = agent — only those participant tracks contribute audio to the export. Orange arrows pointing down identify the columns where CallSegment = interact — only those live-conversation time spans are included.

The intersection of the two filters — the agent's interact segments — is what gets exported. Dialing, alerting, hold, IVR, wrapup, and all customer-side audio are stripped entirely, leaving a tight, clean agent-conversation file ready for QA review or speech analytics.

agent ✓ kept customer — excluded interact ✓ kept hold — excluded alert — excluded dialing — excluded wrapup — excluded ivr — excluded

Genesys Cloud Interaction Detail Timeline — arrows mark agent participant rows (left) and interact segment columns (top). Click to view full size.

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🔧 Split & Reassemble Options

📄

Individual Segment Files

• Each matching segment saved as a separate audio file
• Filenames include participant name, segment type, and ordinal
• Useful for per-segment analytics or labelling

🔗

Concatenated Output (ConcatenateParticipantSegments)

• Matching segments joined back-to-back into one file
• Overlapping segments resolved automatically (longest wins)
• Requires at least one purpose or segment filter selected

📑

Chapter Export (ExportChaptersForParticipantSegments)

• Segments embedded as chapters in the output file
• Supported for MP3 (ID3v2) and M4B metadata
• Mutually exclusive with silence trimming and segment filtering

Transcription Export

Export Genesys Cloud speech-to-text transcriptions in nine industry-standard formats. Low-confidence speech segments are filtered out automatically in code, keeping only high-quality recognized speech in the exported file.

Dynamic File & Directory Naming

Every exported file — audio and transcription alike — is named and placed using a template engine driven by live conversation data. Templates are set per profile and apply to both the filename and, when using PathTemplate mode, the sub-directory path itself.

NTFS Alternate Data Stream Metadata

Genesys Cloud conversation metadata can be written alongside each exported file as NTFS Alternate Data Streams (ADS) — invisible to ordinary file operations, zero impact on file size, and queryable by any tool that supports the filename:streamname path syntax.

Flexible Export Profiles

Each export profile is a self-contained, independently active configuration unit. Multiple profiles can run simultaneously — each watching different queues or policies, writing to different storage roots, in different formats, with entirely different processing and naming rules. Profiles are edited live in the embedded Genesys Cloud Admin webapp; changes take effect immediately without restarting the service.

Real-Time Genesys Cloud Integration

IntX Export Manager connects natively to Genesys Cloud via the official SDK — listening for call events in real time and writing export status back to the platform.

IntX Export Manager Admin

A full-featured configuration webapp embedded directly inside Genesys Cloud as a Client App integration — no separate portal, no VPN, no extra login. Open it from the Genesys Cloud Apps menu and manage every export profile live.

🔍 Click image to view full size

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Secure Licensing & Credential Management

Professional One-Click Installer

A bootstrapper setup application guides the administrator through all setup steps — from prerequisites to a fully configured, running Windows Service connected to Genesys Cloud.

Ideal For