Exporting contact center data to a data warehouse

See also

Sources

1. 1
   Amazon Connect agent event stream EventType values are STATE_CHANGE, HEART_BEAT, LOGIN and LOGOUT.

   Agent event streams data model in Connect Customer · AgentEvent, EventType · Checked 2026-10-02
2. 2
   Amazon Connect agent events continue to be published for up to an hour after an agent has logged off.

   Agent event streams data model in Connect Customer · Introduction, Note under HEART_BEAT · Checked 2026-10-02
3. 3
   Amazon Connect publishes an agent HEART_BEAT event every 120 seconds if no other agent event was published during that interval.

   Agent event streams data model in Connect Customer · Introduction, HEART_BEAT bullet · Checked 2026-10-02
4. 4
   In the Amazon Connect data streaming settings, agent events are sent to a Kinesis data stream; the procedure offers no Firehose option for agent events.

   Enable data streaming for your Connect Customer instance · To enable data streaming for your instance, step 6 (Agent Events) · Checked 2026-10-02
5. 5
   Amazon Connect delivers contact records at least once, so a downstream store can receive the same contact record more than once.

   Data model for Connect Customer contact records · Important things to know, second bullet · Checked 2026-10-02
6. 6
   An Amazon Connect contact record is available for 24 months from the time the associated contact was initiated.

   Data model for Connect Customer contact records · Important things to know, second bullet, final sentence · Checked 2026-10-02
7. 7
   Because Amazon Connect contact records are delivered at least once and are redelivered when updated, a warehouse loading them from Kinesis or Firehose should upsert on ContactId and keep the most recent version instead of appending blindly.inferred

   Data model for Connect Customer contact records · Important things to know, second bullet (premise) · Checked 2026-10-02
8. 8
   AWS adds new fields to the Amazon Connect contact record data model in backward-compatible changes and recommends that consuming applications ignore unknown new fields.

   Data model for Connect Customer contact records · Important things to know, first bullet · Checked 2026-10-02
9. 9
   Amazon Connect may deliver a contact record again when new information arrives after initial delivery; for example, updating contact attributes with update-contact-attributes causes a new contact record to be delivered.

   Data model for Connect Customer contact records · Important things to know, second bullet · Checked 2026-10-02
10. 10
    Amazon Connect data streaming can send contact records either to an Amazon Data Firehose delivery stream or to a Kinesis data stream, chosen per instance in the console.

    Enable data streaming for your Connect Customer instance · To enable data streaming for your instance, step 5 (Contact records) · Checked 2026-10-02
11. 11
    The Amazon Connect analytics data lake keeps a rolling 25-month window of accessible data, with the cutoff date updating at 12 AM UTC.

    Data retention in the Connect Customer analytics data lake · Data retention in the Connect Customer analytics data lake, first paragraph · Checked 2026-10-02
12. 12
    From the CLI, Amazon Connect data lake tables are associated to an account with batch-associate-analytics-data-set, where each DataSetIds value is a table name such as contact_record.

    Access Connect Customer data lake · Option 2: Use CLI or CloudShell, steps 1-3 · Checked 2026-10-02
13. 13
    For data lake retention, Amazon Connect ages the contact_record and contact_statistic_record tables by disconnect_timestamp, and agent_statistic_record by interval_end_time.

    Data retention in the Connect Customer analytics data lake · Table name / Age timestamp column table · Checked 2026-10-02
14. 14
    AWS suggests keeping Amazon Connect data lake data beyond the window by running a scheduled query that writes each table to the customer's own S3 bucket, for example with CTAS or UNLOAD, and then applying S3 Lifecycle rules.

    Data retention in the Connect Customer analytics data lake · Retaining data past the 25-month window, second paragraph · Checked 2026-10-02
15. 15
    The Amazon Connect data lake's 25-month retention window is fixed and cannot be changed; data needed for longer must be copied to storage the customer controls before it ages out.

    Data retention in the Connect Customer analytics data lake · Retaining data past the 25-month window · Checked 2026-10-02
16. 16
    Amazon Connect data lake tables are shared by adding a data share to a target (consumer) AWS account, which can be the account that hosts the instance or a different account.

    Access Connect Customer data lake · Option 1: Use the Connect Customer console, steps 3-4 · Checked 2026-10-02
17. 17
    Amazon Connect analytics data lake data is refreshed after a record is created, with a small processing delay, and should be available in less than an hour.

    Connect Customer data lake · Connect Customer data lake, first paragraph · Checked 2026-10-02
18. 18
    The Amazon Connect GetMetricDataV2 API retrieves historical metric data for only the last 3 months, so it is not a long-range export mechanism.

    GetMetricDataV2 - Amazon Connect API Reference · GetMetricDataV2, opening description · Checked 2026-10-02
19. 19
    The Amazon Connect InitialContactId property holds the original identifier of a contact that was transferred, which allows chained contact records to be grouped into one interaction.

    Agent event streams data model in Connect Customer · Contact object, InitialContactId · Checked 2026-10-02
20. 20
    To stream Amazon Connect data into a Kinesis stream encrypted with a customer managed KMS key, the key policy must allow the instance's service-linked role kms:GenerateDataKey, and AWS advises doing this before using the key to avoid missing data.

    Enable data streaming for your Connect Customer instance · Use server-side encryption for the Kinesis stream; Step 2: Construct a policy statement · Checked 2026-10-02
21. 21
    In Amazon Connect, when an agent transfers a customer to another agent or queue using quick connects, a new contact record is created with initiation method TRANSFER.

    Agent event streams data model in Connect Customer · Contact object, InitiationMethod, TRANSFER value · Checked 2026-10-02
22. 22
    Because Genesys lakehouse extraction only covers a 72-hour window, an export pipeline that is down for longer than that likely needs to backfill the gap from async conversation detail jobs.inferred

    Genesys Cloud data lakehouse · Data retention / extraction window section (premise) · Checked 2026-10-02
23. 23
    Genesys recommends the Analytics Conversation Detail async endpoint (/api/v2/analytics/conversations/details/jobs) instead of the synchronous detail query for historical queries.

    Analytics Conversation Detail Endpoint API query interval change · Announcement body, recommendation paragraph · Checked 2026-10-02
24. 24
    For a Genesys Cloud async conversation detail job, the interval selects all conversations that had activity during the interval, not only those that started in it.

    platform-client-sdk-python: AsyncConversationQuery · interval property · Checked 2026-10-02
25. 25
    A Genesys Cloud async conversation detail job response carries dataAvailabilityDate, meaning data is available up to at least that datetime; conversations after it may be missing from the result.

    platform-client-sdk-python: AnalyticsConversationAsyncQueryResponse · data_availability_date property · Checked 2026-10-02
26. 26
    Genesys Cloud provides POST /api/v2/analytics/dataextraction/downloads/bulk, which returns download URLs for analytics data warehouse files.

    platform-client-sdk-python: AnalyticsApi · post_analytics_dataextraction_downloads_bulk · Checked 2026-10-02
27. 27
    The Genesys Cloud Amazon EventBridge integration sends events from the topics a customer subscribes to into AWS EventBridge, where they appear as JSON.

    About the Amazon EventBridge integration · Overview · Checked 2026-10-02
28. 28
    Genesys Cloud exposes GET /api/v2/analytics/conversations/details/jobs/availability to look up the date and time up to which the analytics datalake is available, before submitting a job.

    platform-client-sdk-python: AnalyticsApi · get_analytics_conversations_details_jobs_availability · Checked 2026-10-02
29. 29
    Genesys Cloud async conversation detail jobs are created with POST /api/v2/analytics/conversations/details/jobs, and job status is read with GET /api/v2/analytics/conversations/details/jobs/{jobId}.

    platform-client-sdk-python: AnalyticsApi · post_analytics_conversations_details_jobs; get_analytics_conversations_details_job · Checked 2026-10-02
30. 30
    Results of a Genesys Cloud async conversation detail job are retrieved a page at a time from GET /api/v2/analytics/conversations/details/jobs/{jobId}/results, and each response carries an optional cursor for resuming.

    platform-client-sdk-python: AnalyticsApi · get_analytics_conversations_details_job_results · Checked 2026-10-02
31. 31
    Genesys Cloud lakehouse data extraction has a 72-hour extraction window, with short-term snapshots covering up to the latest three days of conversation data.

    Genesys Cloud data lakehouse · Data retention / extraction window section · Checked 2026-10-02
32. 32
    The Genesys Cloud lakehouse export is enabled in the admin UI under Menu > Analytics > Analytics Settings > Lakehouse Settings tab > Enable, after the service order and permissions are in place.

    Genesys Cloud data lakehouse · Enabling the export path section · Checked 2026-10-02
33. 33
    As of 2026-10-02, Genesys documents the Parquet export path as available now and a fuller lakehouse platform with Apache Iceberg tables and direct SQL querying as coming in the future.

    Genesys Cloud data lakehouse · Licensing and status / future platform section · Checked 2026-10-02
34. 34
    The Genesys Cloud data lakehouse export path delivers structured data in Parquet format to Amazon S3 approximately every 5 to 10 minutes.

    Genesys Cloud data lakehouse · Format and delivery section · Checked 2026-10-02
35. 35
    In the Genesys Cloud analytics conversation detail model, a conversation contains a list of participants, each with a participantId and a purpose and, for users, a userId.

    platform-client-sdk-python: AnalyticsParticipantWithoutAttributes · participant_id, purpose, user_id properties · Checked 2026-10-02
36. 36
    Each Genesys Cloud analytics session contains a list of segments and a list of session metrics, giving a conversation > participant > session > segment hierarchy.

    platform-client-sdk-python: AnalyticsSession · segments and metrics properties · Checked 2026-10-02
37. 37
    Each Genesys Cloud analytics participant contains a list of sessions, and each session has a sessionId and a mediaType.

    platform-client-sdk-python: AnalyticsParticipantWithoutAttributes · sessions property · Checked 2026-10-02
38. 38
    For recent Genesys Cloud conversation data, Genesys recommends using the notifications service where possible rather than polling the detail query.

    Analytics Conversation Detail Endpoint API query interval change · Announcement body, recommendation paragraph · Checked 2026-10-02
39. 39
    The Genesys Cloud AWS S3 recording bulk actions integration exports recordings of any media type, screen recordings, attachments and metadata to a customer S3 bucket.

    About the AWS S3 recording bulk actions integration · Page introduction · Checked 2026-10-02
40. 40
    The Genesys Cloud S3 recording bulk export runs either automatically through policies or on demand through the Recording Bulk Job API, and it can export archived recordings without restoring them first.

    About the AWS S3 recording bulk actions integration · Page introduction and capability list · Checked 2026-10-02
41. 41
    A Genesys Cloud async conversation query can set startOfDayIntervalMatching to include only conversations that started after the beginning of the interval start date (UTC).

    platform-client-sdk-python: AsyncConversationQuery · start_of_day_interval_matching property · Checked 2026-10-02
42. 42
    Since 16 December 2020, the Genesys Cloud synchronous Analytics Conversation Detail endpoint accepts interval start dates only up to 558 days in the past, including today.

    Analytics Conversation Detail Endpoint API query interval change · Announcement body, change description · Checked 2026-10-02
43. 43
    Genesys Cloud user (agent) detail data has its own async export, POST /api/v2/analytics/users/details/jobs, separate from conversation detail jobs.

    platform-client-sdk-python: AnalyticsApi · post_analytics_users_details_jobs · Checked 2026-10-02
44. 44
    NICE CXone Data Share requires a separate licence that is enabled through the customer's NICE account representative.

    Data Share · Licensing paragraph · Checked 2026-10-02
45. 45
    Alternatively, NICE can provide a Snowflake account for Data Share, hosted on AWS or Azure in the same region as the customer's CXone instance.

    Data Share · Snowflake account options · Checked 2026-10-02
46. 46
    With a NICE-provided Snowflake account, CXone Data Share replication is managed by NICE on a schedule the customer cannot configure.

    Data Share · Data refresh / replication comparison · Checked 2026-10-02
47. 47
    NICE CXone Data Share can target the customer's own Snowflake account on AWS, Azure or Google Cloud in any region.

    Data Share · Snowflake account options · Checked 2026-10-02
48. 48
    With the customer's own Snowflake account, CXone Data Share uses sub-database replication that updates every minute, with data available after a lag of up to one hour.

    Data Share · Data refresh / replication comparison · Checked 2026-10-02
49. 49
    A customer-owned Snowflake account can hold up to 25 customisable CXone data shares with selectable secure views, while a NICE-provided account gets one share per system without view selection.

    Data Share · Account type comparison table · Checked 2026-10-02
50. 50
    NICE CXone contact center data is stored in a Snowflake data warehouse, and the Data Share feature gives customers access to it in Snowflake or for pulling into an external data store.

    Data Share · What is Data Share · Checked 2026-10-02
51. 51
    A Webex Contact Center webhook subscription for the capture:available event notifies a client when a new recording is ready, with a payload containing the taskId and a link to the downloadable recording.

    The A-Z of Webex Contact Center APIs: Capture APIs · Captures webhook section · Checked 2026-10-02
52. 52
    Webex Contact Center recordings and email transcripts are retrieved through the List Captures API, which requires the cjp:config_read or cjp-analyzer:read scope.

    The A-Z of Webex Contact Center APIs: Capture APIs · List Captures section · Checked 2026-10-02
53. 53
    The Webex Contact Center Search API agentSession query operates on Agent Session Records (ASRs) and Agent Activity Records (AARs).

    GraphQL sample README (reporting-samples/graphql-sample) · agentSession query section · Checked 2026-10-02
54. 54
    The Webex Contact Center Search API returns raw taskDetails and agentSession data 250 records per page, with at most 100,000 taskDetails records retrievable by pagination; aggregation queries return 1,000 per page.

    GraphQL sample README (reporting-samples/graphql-sample) · Pagination Support table · Checked 2026-10-02
55. 55
    When fetching raw AAR or CAR data through the Webex Contact Center Search API, the from-to query span cannot exceed 30 days.

    GraphQL sample README (reporting-samples/graphql-sample) · Fetching Raw Data section · Checked 2026-10-02
56. 56
    The Webex Contact Center Search API is a GraphQL interface whose taskDetails query operates on Customer Session Records (CSRs) and Customer Activity Records (CARs).

    GraphQL sample README (reporting-samples/graphql-sample) · taskDetails query section · Checked 2026-10-02
57. 57
    The Webex Contact Center Search API has a taskLegDetails query over Call Leg Records (CLRs), labelled Queue Based Reporting Early Access, paging 500 raw records at a time up to 100,000.

    GraphQL sample README (reporting-samples/graphql-sample) · TaskLegDetails Query section; Pagination Support table · Checked 2026-10-02
58. 58
    Across the platforms reviewed, warehouse exports fall into roughly three freshness tiers: event streams for seconds-scale data (Connect Kinesis, Genesys EventBridge), managed batch shares at minutes up to an hour (Genesys Parquet every 5-10 minutes, CXone Data Share, Connect data lake), and query APIs whose freshness the documentation read does not quantify (Genesys detail jobs, Webex Search).inferred

    Connect Customer data lake · Connect Customer data lake, first paragraph (one of several premises) · Checked 2026-10-02

Documents

Cite this page

WarmTransfer. (2026, October 2). Exporting contact center data to a data warehouse. WarmTransfer. https://warmtransfer.net/knowledge/ccaas-data-export-warehousing

@misc{warmtransfer-ccaas-data-export-warehousing,
  title  = {Exporting contact center data to a data warehouse},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/ccaas-data-export-warehousing},
  note   = {Verified 2026-10-02}
}