Brightmetrics Data Vault for Genesys Cloud

Brightmetrics Data Vault for Genesys Cloud gives you control over which participant data attributes are stored long-term in Brightmetrics, rather than retrieved live from Genesys each time a report runs. This feature supports data governance initiatives, reduces unnecessary data retention, and delivers significant performance improvements for reports and dashboards that use Custom Detail Dimensions (CDDs) based on participant data.

• 1. What this feature does
• 2. Understanding caching and the 24-48 hour window
• 3. Admin access and permissions
• 4. Enabling Data Vault (Brightmetrics internal)
• 5. Configuring storage policies in Admin Tools
• 6. Storage controls in CDDs
• 7. Default behavior at activation
• 8. FAQ

1. What this feature does

Data Vault introduces a policy-driven approach to participant data storage. Instead of Brightmetrics retrieving participant attributes live from Genesys on every report request, you choose which attributes should be retained long-term in Brightmetrics. Stored attributes load instantly in reports; non-stored attributes must be retrieved from Genesys on demand, which is slower.

Storage policies apply only to participant data attributes. Standard detail fields are not affected and are always stored.

2. Understanding caching and the 24-48 hour window

Genesys provides two types of APIs for retrieving conversation data:

• Short-term (Conversation Detail Query API): Covers very recent conversations but does not include participant data.
• Long-term (Conversation Detail Jobs API): Includes participant data, but conversations typically do not appear here until 24-48 hours after they occur.

To bridge this gap, Brightmetrics caches participant data for up to 48 hours by default. This cache is what allows participant data to appear in reports for very recent conversations.

3. Admin access and permissions

Access to storage policies is controlled by the Manage Data Storage Policies permission. This permission works as follows:

• It is initially assigned only to the signing authority — the user who accepted the company-level Terms of Service on your account.
• It can only be granted to additional users by someone who already holds it, and cascades from there.
• Users without this permission will not see the Data Policies tab in Admin Tools at all.
• In CDDs, storage-related checkboxes will appear grayed out for users without the permission, with a tooltip explaining that only authorized users may change the setting.

If you do not see the Data Policies tab or storage controls in CDDs, contact an admin in your organization who holds the Manage Data Storage Policies permission.

4. Enabling Data Vault (Brightmetrics internal)

These steps are completed by the Brightmetrics team before the customer can configure storage policies. Reach out to support@brightmetrics.com for pricing and to have the feature enabled.

5. Configuring storage policies in Admin Tools

Once Brightmetrics has enabled the feature, a user with the Manage Data Storage Policies permission can configure which participant data attributes are stored.

1. 1

   Navigate to Admin Tools and select the Data Policies tab. This tab is only visible to users with the Manage Data Storage Policies permission.

   

2. 2

   Review the participant data attributes table. It lists every participant data attribute Brightmetrics has seen on your account, which CDDs reference each attribute, and whether it is currently being stored. The table is searchable and sortable.

   

3. 3

   Review the Store new fields by default toggle at the top of the page. This controls what happens when Brightmetrics encounters a participant data attribute it has never seen before on your account.

   • Off (recommended for most organizations): New attributes will not be stored automatically. Return to Data Policies to enable storage for new attributes as needed.
   • On: Any new attribute Brightmetrics sees will be stored automatically. Useful if you expect to add many participant attributes and want CDDs for all of them, but may result in storing fields you did not intend to keep.

   Note

   This toggle only affects attributes Brightmetrics has not yet seen. It does not change the storage setting for any attribute already listed in the table.

   

4. 4

   Use the checkboxes in the table to enable or disable storage for each attribute. You can bulk-select multiple attributes at once. Use select all or deselect all to set a starting point, then adjust individual fields from there.

   

5. 5

   Click Store Selected Fields or Do Not Store Selected Fields to save your changes. Policy changes are batched and processed on a 24-hour cycle to avoid unnecessary reprocessing.

   • Turning storage on: Brightmetrics begins storing that attribute going forward. Historical data is not automatically backfilled — contact your Brightmetrics representative if you need a historical reimport.
   • Turning storage off: The change is queued. The attribute is removed from long-term storage across all historical data during early morning processing. Caching for that attribute also stops, so it will be unavailable in reports for the most recent 24-48 hours.

   

6. Storage controls in CDDs

When creating or editing a Custom Detail Dimension based on a participant data attribute, you will see a Store this field's data checkbox. This checkbox and the Data Policies table control the same underlying setting — a change in either place is reflected in both.

• The checkbox is visible to all users when creating or editing a CDD, regardless of whether Data Vault has been enabled for your account.
• For users without the Manage Data Storage Policies permission, the checkbox is grayed out. A tooltip explains that only users with the permission may change this setting.
• When creating a new CDD, the checkbox defaults to on, because storing the attribute is what allows the CDD to perform well.
• The CDD table also shows a Stored by Brightmetrics column so you can see the storage status of each attribute at a glance without opening the editor.

7. Default behavior at activation

When Data Vault is first activated for your account, Brightmetrics applies a conservative default policy:

• Attributes with an existing CDD default to stored, since storing the attribute is what makes that CDD perform well.
• Attributes without a CDD default to not stored.
• Store new fields by default is set to off. Newly discovered attributes will not be stored automatically unless you change this setting.

8. FAQ

Are standard detail fields affected?
No. All standard detail fields are always stored if you use Data Vault. Data Vault policies apply only to participant data attributes.

Who can manage storage policies?
Only Admin users with the Manage Data Storage Policies permission. This permission starts with the user who signed your company-level Terms of Service and can be granted to others by anyone who already holds it.

Why is a participant attribute blank in my report?
The attribute may not be stored. If it was recently set to not stored, it may also be unavailable for the past 24-48 hours due to the removal of caching. Review the Data Policies tab to check the current storage status of that attribute.

Will enabling storage backfill my historical data?
No. Enabling storage for an attribute takes effect going forward only. If you need historical data backfilled for a newly stored attribute, contact your Brightmetrics representative to request a reimport.

Is Data Vault included in my Brightmetrics subscription?
No. It is a separate billable add-on. Contact Brightmetrics Support for details.

What happens if the user who signed our Terms of Service leaves the company?
Contact support@brightmetrics.com for assistance restoring access to the Manage Data Storage Policies permission.

Have questions or need help? Email support@brightmetrics.com.