How to resync survey interaction data for clients

Restriction: This feature or information is available to Medallia employees only and it is not to be shared outside the company.

Troubleshooting Scenario

Note: This article applies to Genesys Cloud integrations.

A client contacts you and asks you to resync their survey interaction data with Genesys Cloud. You may need to resync data for the following reasons:

  • The client wants new data, so they update their survey mapping, but this will not apply the newly configured data to prior completed interactions.
  • The client has added new agents in Genesys.

Keep in mind that clients do have the ability to sync interactions one at a time, but if they want to sync multiple interactions at once, you will need to do it for them. A user must be a Super Admin in order to complete the steps outlined below.

Before you begin, be sure to:

  • Ask the client which survey(s) the request applies to
  • Confirm that the client's new survey mapping is configured correctly
  • Ask the client for a date range for the sync
Note: To avoid overloading the system, syncing should be performed at off-peak times for the client. For example, starting a sync at the end of the business day for a client is recommended so that the sync will be completed by the start of business the next day.

Troubleshooting Steps

  • In the client's Organization, go to Interaction Details and select the requested survey(s).
  • Under Date Range, select the date range that corresponds with the client's request and click the Apply button. In the example pictured below, the client wanted all interaction details for the chosen survey ranging from February 1, 2022, to March 1, 2023.

image of the interaction details page

  • Click the View Report button.
  • Click the Sync All With Genesys Cloud button at the bottom of the Results list.
  • In the confirmation message that appears, click Ok.

Another message will appear, stating Interactions queued to sync with Genesys Cloud conversations.

  • To check that the sync is working, go to the Event Log page.

image of the event log page with integration events highlighted

A list of the updated interactions that you just synced will begin to populate the page. Expand the Interaction Detail record for the most recent entries to locate the updated interaction.