Livoa LogoLivoa
Genesys
- Manages call metadata
- Calls SF methods
- Enforces delete/archive after 1095 days
SF
- Receives transcript details
- Provides Transcript (New) & Summary
Transcripts
DB
- Stores transcripts
- Delete > 1095 days
- Archive




metadata
Transcript (New) + Summary
Delete > 1095 days
Delete / Archive
View Details (X)
(Feature Disabled)
Genesys Details
- Manages call metadata
- Initiates method calls to SF:
  • getFullDetails()
  • queries Call Record()
- Stores transcripts in DB
- Enforces data retention (delete/archive >1095 days)
SF Details
- Receives method calls from Genesys
- Returns metadata for calls
- Provides new Transcript and Summary data
- Supports call record queries

Transcripts DB Details
- Stores all call transcripts
- Applies data lifecycle rules:
  • Deletes transcripts older than 1095 days
  • Archives data as needed
- Ensures compliance and storage optimization

AWS Lambda
- Triggered by Genesys
- Calls Genesys API
- Passes IDs to Speech & Analytics
- Prepares transcript string
Speech & Analytics
- Receives conversation & session IDs
- Returns transcript URL



Transcript String
Salesforce Actions

PRT

by PRT

0
0 uses