> Source: https://builder-docs.ema.ai/agent-qa/imports > Title: Imports, Genesys, and Agent Mapping # Imports, Genesys, and Agent Mapping The **Imports** tab is where conversations enter Agent QA. This section covers every way to bring calls in -- pulling them automatically from Genesys Cloud, uploading a batch of files yourself, or re-processing interactions you already imported -- and the agent-mapping configuration all three depend on. > [INFO] > Imports covers _bulk_ ingestion from the builder interface. To push interactions one at a time from your own systems, use the [Audio Ingestion API](/legacy-docs/agent-qa/api-audio-ingestion) or the [Transcript Ingestion API](/legacy-docs/agent-qa/api-transcript-ingestion) instead. ## 3.1 How Imports Work The tab has two sub-tabs: Sub-tab What It Does **Imports** Lists every import job -- name, source, call window, status, progress, and last update. Click **New import** to start one. **Agent Mapping** Maps the agent identifier your source system uses to a known Ema employee. See Agent Mapping. The list syncs on its own and shows how fresh it is -- "Synced a few seconds ago", or "Not synced yet" before the first sync. Click **Refresh** at any time to pull the latest status without waiting for the next sync. ### Import Types Type Description **Genesys CCaaS** Pull call recordings automatically from Genesys Cloud for a date range. See Running a Genesys Import. **Bulk upload -- audio** Upload a batch of recordings from your computer with a metadata CSV. See Bulk File Upload. **Bulk upload -- transcripts** Upload a batch of transcripts from your computer with a metadata CSV. **Re-run** Re-process interactions you already imported against your current rules. See Re-running Interactions. Whichever route you use, the back half of the pipeline is the same: Ema attributes each conversation to an employee, hands the file to transcription, and evaluates it. Results appear in the [Audit tab](/legacy-docs/agent-qa/audit), which remains the source of truth for QA outcomes. The Imports tab tracks a file only up to the point it is handed off for processing. > [INFO] > Single interactions pushed through the ingestion APIs also appear in the job list, labelled **Single file upload**. They are shown for visibility -- there is nothing to configure. ## 3.2 Connecting Genesys Cloud Genesys Cloud is the first Contact-Center-as-a-Service (CCaaS) provider Agent QA connects to. Connect it once, then start imports whenever you need them. ### What You Need From Genesys Ema authenticates with the OAuth2 **Client Credentials** grant. In your Genesys org, create an OAuth client of type _Client Credentials Grant_ and note its credentials. Value Detail **Client ID** From the OAuth client you created in Genesys. **Client secret** From the same OAuth client. Treat it as a credential -- Ema stores it encrypted. **Region** The Genesys region your org runs in. See Supported Genesys Regions. > [INFO] > There is no browser redirect, consent screen, or callback URL in this flow, and no refresh token to manage. Ema requests a fresh access token with the stored credentials whenever it needs one. If you rotate the secret in Genesys, update it in Ema or imports will start failing to authenticate. ### Supported Genesys Regions Your region determines which Genesys hosts Ema talks to. Pick the one matching your Genesys org. Region Code Genesys Domain Americas (US East) `us-east-1` `mypurecloud.com` Americas (US East 2) `us-east-2` `use2.us-gov-pure.cloud` Americas (US West 2) `us-west-2` `usw2.pure.cloud` Americas (Canada Central) `ca-central-1` `cac1.pure.cloud` Americas (Sao Paulo) `sa-east-1` `sae1.pure.cloud` EMEA (Ireland) `eu-west-1` `mypurecloud.ie` EMEA (London) `eu-west-2` `euw2.pure.cloud` EMEA (Frankfurt) `eu-central-1` `mypurecloud.de` EMEA (Zurich) `eu-central-2` `euc2.pure.cloud` EMEA (UAE) `me-central-1` `mec1.pure.cloud` Asia Pacific (Mumbai) `ap-south-1` `aps1.pure.cloud` Asia Pacific (Tokyo) `ap-northeast-1` `mypurecloud.jp` Asia Pacific (Seoul) `ap-northeast-2` `apne2.pure.cloud` Asia Pacific (Osaka) `ap-northeast-3` `apne3.pure.cloud` Asia Pacific (Sydney) `ap-southeast-2` `mypurecloud.com.au` ### Verifying the Connection Open **New import** and choose Genesys. If the connection is healthy, the window picker appears. If it is not, the drawer says so instead: Message What It Means **Connect this source to start an import** No active connection exists for your organisation. Connect Genesys from the Integrations page, then come back. **Couldn't check your connection** Ema could not reach the connector to confirm its state. Retry; if it persists, contact support. ## 3.3 Running a Genesys Import An import pulls every voice recording in a time window and queues it for evaluation. > [INFO] > Recordings pulled from Genesys must be in **WAV** format. Support for additional CCaaS providers, and for other file formats over this path, is on the roadmap. To bring in other formats today, use Bulk File Upload. ### Window Rules All times are in **UTC**, including the presets. Rule Detail **Maximum window** 24 hours per import. To cover a longer period, submit several imports. **Minimum age** The end of the window must be at least 1 hour in the past. Recordings for very recent calls may not be available from Genesys yet. **Oldest window** Calls up to 1 year old. ### Starting an Import 1. Go to **Imports** and click **New import**. 2. Choose **Genesys CCaaS**. 3. Pick a call window -- use a preset (**Last 24 hours**, **Today (UTC)**, **Yesterday (UTC)**) or set a **Custom** range. 4. Optionally give the import a name, such as "May 28 -- overnight shift". Names make the job list readable later and can be edited at any time. 5. Under **Advanced Settings**, optionally set a language. Leave it on **Auto-detect** unless every call in the window is in the same language -- setting it explicitly transcribes all of them in that language rather than detecting per call. 6. Click **Submit**. The job is queued immediately and the drawer closes. You do not need to wait for it, and you can start other work or queue further imports right away. > [TIP] > Submitting is retry-safe. If the request times out or you click twice, Ema returns the job it already created rather than starting a duplicate. ### What Happens Next 1. **Queued.** The job waits for a free processing slot. 2. **Listing.** Ema pages through Genesys and creates one tracked row per matching call. Rows that cannot be ingested end here -- a call with no agent participant, or a transferred call involving more than one agent. 3. **Agent mapping.** Each call carries an agent identifier from Genesys. Ema matches it to an employee using your agent-mapping configuration. 4. **Your input, only if needed.** If some agents are not recognised, the job pauses. See Resolving a Paused Import. 5. **Download and hand-off.** Ema fetches each recording into Ema storage and hands it to transcription at a paced rate, so one large import cannot crowd out other work. 6. **Triggered.** Every recording has been handed off. QA scores appear in the Audit tab as evaluation completes. ## 3.4 Bulk File Upload Use bulk upload when your calls are not in a connected CCaaS provider, or when you simply have a folder of files to evaluate. You supply the recordings or transcripts plus a CSV describing them. ### Limits and Formats Requirement Detail **Files per import** Up to 500. A selection that would take you over the cap is rejected in full, not partially accepted. **Maximum file size** 25 MB per file **Audio formats** MP3, WAV, Opus, OGG, or WebM **Transcript formats** JSON, XML, or HTML **Metadata** One CSV, one row per file > [INFO] > An import is either audio or transcripts, not both. Choose the type when you start the wizard -- a transcript in an audio import (or the reverse) is rejected at the check step. ### The Upload Wizard 1. **Upload files.** Select your recordings or transcripts and the metadata CSV. Files upload as you go; you can keep adding until you hit the cap. 2. **Map columns.** Match each CSV header to an Ema field. Headers that already match a field name are mapped for you. Any column you leave unmapped is preserved as extra metadata on the interaction rather than discarded. 3. **Check.** Ema validates every row against the files you uploaded and highlights problems inline. See Fixing Upload Errors. 4. **Launch.** Submit the import. It joins the same queue as a Genesys import and behaves identically from that point on. ### Metadata CSV Columns Column Required Detail **Filename** Yes The uploaded file's name, for example `call-12345.mp3`. The extension is stripped when matching to the file. **Agent ID** Yes The agent identifier from your source system. This is what agent mapping resolves. **Agent email** Yes SSO email. Used for per-agent permissioning. **Call timestamp** Yes ISO 8601 in UTC, for example `2026-05-27T14:32:00Z`. A value with no timezone is read as UTC. **Channels** Audio only `1` for mono, `2` for stereo. There is no default -- an empty cell is an error. **Channel map** Stereo only Required when Channels is `2`. JSON, for example `{"0":"Agent","1":"Customer"}`. **Language** No Transcribe this interaction in a specific language instead of auto-detecting. **Case ID** No Your ticket or case reference. **Agent tenure (days)** No How long the agent had been in the role, used for tenure-based analysis. **Example:** ``` filename,agent_id,agent_email,call_timestamp,channels,channel_map,case_id call-12345.mp3,A-4471,sarah.jones@example.com,2026-05-27T14:32:00Z,2,"{""0"":""Agent"",""1"":""Customer""}",CS-88213 call-12346.mp3,A-4472,mike.chen@example.com,2026-05-27T15:04:11Z,1,,CS-88219 ``` ### Fixing Upload Errors The check step reports two kinds of problem, and nothing is committed while any remain. Problem What It Means Fix **File not found** The CSV names a file that was not uploaded, or whose upload did not finish. Upload the missing file, or skip the row. **Wrong file type** The file does not match the import type -- a transcript in an audio import, or the reverse. Remove the file, or start the right kind of import. **Missing required value** A required column is empty for that row. Fill the cell in the check step. **Wrong format** A value cannot be read as expected -- a non-numeric channel count, an unparseable timestamp. Correct the value in the check step. > [TIP] > Skipping a row excludes it from the import entirely -- it is not validated, not uploaded, and not evaluated. Use it when a file is genuinely unavailable and you would rather proceed without it than hold up the whole batch. ## 3.5 Re-running Interactions Re-run re-processes interactions you have already imported against your current rules. Use it after changing QA parameters, or to retry interactions that failed. 1. Click **New import**, then **Re-run interactions**. 2. Choose which interactions: **All interactions in the range**, **Failed interactions only**, or **Interactions with incorporated feedback**. 3. Set the ingestion window (UTC). The default is the last 7 days. 4. Submit. > [WARNING] > **Re-running is billable.** Each interaction is processed end to end, exactly like a new evaluation. > [DANGER] > **Re-running deletes reviewer feedback.** Any feedback on the selected interactions is removed -- both approved and pending. If that feedback has not yet been incorporated through continuous learning, it cannot be recovered. ### When an Interaction Cannot Be Re-run Re-run can also be started per row from the Audit tab. Where the action is unavailable, hovering it explains why: Reason What To Do **Evaluation in progress** Wait for the current evaluation to finish, then retry. **Already queued for processing** A re-run is already pending for this interaction. **Past its retention period** The raw call file has been deleted under your data-retention settings, so there is nothing left to re-process. See [Setting Up Agent QA](/legacy-docs/agent-qa/setup) for retention configuration. **Re-run limit reached** The last 3 re-runs of this call failed. Investigate the underlying failure rather than retrying again. ## 3.6 Job Statuses and Progress ### Job Statuses Status Meaning **Draft** A bulk upload you started but have not submitted. Click **Resume** to continue where you left off. **Queued** Submitted, waiting for a free processing slot. **Listing interactions** Ema is enumerating matching calls from the source. Rows appear as they are found. **Pending agent mapping** Calls have been listed and are being matched to employees. **Awaiting user input** One or more agents could not be matched. The job is waiting on you. **Ready to run** Every file has a decided outcome; waiting for a free processing slot. **Processing** Recordings are being fetched and handed off for transcription and evaluation. **Triggered** Success. Every file has been handed off. QA results appear in the Audit tab. **No interactions found** The source had nothing matching your window. Nothing to do. **Skipped** Every file in the job was skipped. **Expired** The job sat awaiting your input for more than 24 hours. Start a new import for the same window. **Failed** The job could not complete. Contact support if it recurs for the same window. > [INFO] > **Triggered means the import succeeded, not that grading is finished.** The Imports tab's job is to get conversations into processing. Transcription and evaluation continue afterwards, and their outcome is shown in the Audit tab. ### Progress Counters Each job shows how its files are distributed. The four counts always add up to the total: Counter What It Counts **Succeeded** Files that reached a final outcome without failing -- handed off, skipped by you, or a recording that was never available. **Failed** Files that ended in an error. **In progress** Files still moving through the pipeline. **Awaiting** Files waiting on an agent mapping from you. ### Why a Job Sits in Queued Ema limits how many imports run at once -- up to 10 per AI Employee and 40 per organisation -- and rotates work fairly across AI Employees and customers. A large import is interleaved with everything else rather than monopolising the system, so a queued job is normal during busy periods and needs no action. Jobs waiting purely on capacity never expire. ## 3.7 Agent Mapping Every conversation must be attributed to a specific employee before it can be evaluated. Agent mapping is the link between the agent identifier your source system uses -- a Genesys user ID, or the Agent ID column in your CSV -- and a known Ema employee. ### The Identity Schema Open **Schema settings** (the gear icon on the Agent Mapping tab) to define what an agent record looks like for your organisation. Setting Detail **Primary identifier label** What you call your own agent ID, for example "BMS ID". This renames the field everywhere it appears; it does not change any data. **Custom attributes** Extra fields to capture per agent, such as Team, Country, or Tenure. Each has a type of Text, Number, or Date. The type is fixed once created. > [WARNING] > Define the schema before your first import. Until it exists, agents cannot be mapped at all -- the resolve step will block and point you back here. Declaring your custom attributes early also means every later resolve form captures them inline, so records do not land half-filled. > [INFO] > Removing a custom attribute deletes its values from every existing mapping row. Ema tells you how many rows are affected before you save. ### What a Mapping Row Contains Field Required Detail **Source ID** Yes The agent identifier from your source system, for example a Genesys user ID. **UPN** Yes The employee's SSO email. This is what drives per-agent permissions. **Primary identifier** Yes Your own agent ID, under whatever label you set in the schema. **Agent name** No Display name. **Effective from** Yes Start of the validity window, in UTC. Blank means today. **Effective to** No End of the validity window, in UTC. Blank means open-ended. **Custom attributes** Varies Whatever you defined in the schema. > [TIP] > Mappings are time-aware, which is what makes historical imports correct. If a source ID was reassigned to a different person in March, give the first mapping an **Effective to** of March and the second an **Effective from** of March. Calls from January are then attributed to the right employee even though you import them today. ### Uploading Mappings in Bulk Click **Upload mapping** for a four-step wizard. 1. **Choose CSV.** Up to 5 MB and 10,000 rows. 2. **Map columns.** Match your headers to Ema's fields. Ema suggests obvious matches; you can override any of them. 3. **Pick mode.** See the table below. 4. **Review.** Ema validates the file and shows exactly what would change before anything is written. Mode Effect **Additive** Adds new rows and updates matching ones. Rows not in the CSV are left alone. **Replace all** Clears the existing mappings and inserts the CSV from scratch. Any row not in the file is removed. > [DANGER] > **Replace all removes mappings that are not in your file.** Always read the review step's counts before confirming -- it tells you how many rows would be added, updated, removed, and left unchanged, with samples of each. ### Upload Validation Errors block the upload. Warnings can be acknowledged and applied. Issue Severity Meaning **Required value missing** Error Source ID, UPN, or your primary identifier is empty. **Invalid email** Error The UPN is not email-shaped. **Wrong type** Error A value does not match its attribute type -- text in a Number field, or a date that is not `YYYY-MM-DD`. **Dates inverted** Error Effective to is earlier than Effective from. **Overlapping window** Error Another row -- in this CSV or already saved -- covers the same source ID over an overlapping period. **Reassignment** Warning This source ID is already mapped to a different person over an overlapping window. Acknowledge it to overwrite the existing mapping. **Duplicate column** Error Two CSV headers were mapped to the same Ema field. ### Downloading and Retiring Mappings Action Detail **Download mapping** Exports every mapping as CSV, ignoring whatever search filter is active. The usual way to bulk-edit is download, edit, re-upload. **Search** Matches across source ID, your primary identifier, and agent name. **Retire** Closes the mapping's window by setting Effective to to today. The row stays visible, struck through, and still applies to imports of calls from within its window. > [TIP] > Retire rather than delete when someone leaves. Deleting removes the link that past evaluations were attributed through; retiring keeps history intact and simply stops the mapping applying to new calls. ## 3.8 Resolving a Paused Import When an import finds agents it does not recognise, it pauses at **Awaiting user input** and shows how many agents need attention. Nothing is lost while it waits -- the calls that did match are already on their way. ### Using Resolve Agents Click **Resolve agents** on the job. You get one card per unrecognised agent, showing the source ID and the range of call times seen for it. 1. Enter the **UPN** -- the employee's SSO email -- and your primary identifier. 2. Set the validity window. The hints under each date field tell you the earliest and latest conversation for that agent; the window must cover the whole range or those calls stay unresolved after you save. 3. Fill in any custom attributes your schema defines. 4. Click **Save & next** to move to the following agent. Saving a mapping here also unsticks every _other_ paused import waiting on that same agent, not just the one in front of you. > [INFO] > If the source ID already maps to someone else over an overlapping window, Ema warns you and asks you to confirm. Confirming retires the existing mapping and replaces it with yours. ### Skipping and Resuming Action Effect **Skip for now** Sets the card aside for this session only. Nothing is submitted and nothing changes -- use **Undo skip** to bring it back. **Skip rows on the job** Permanently excludes those calls from the import. They are never evaluated. Once the last awaiting row is skipped or mapped, the job continues on its own. **Resume** Re-runs agent matching for the job so mappings you added elsewhere -- on the Agent Mapping tab, or by CSV upload -- get picked up. > [WARNING] > A job left awaiting input expires after **24 hours** and cannot be resumed. If that happens, add the missing mappings and submit a fresh import for the same window. ## 3.9 File Outcomes and Troubleshooting Open a job to see every file and its outcome. Some outcomes are dead ends by design rather than errors -- they do not mean the import failed. Outcome What Happened What To Do **Awaiting user input** The agent on this call is not mapped. Use **Resolve agents**, or skip the row. **Skipped** You excluded this call from the import. Nothing. Re-import the window if you skipped it by mistake. **Multiple agents detected** Two or more agents handled the conversation, usually a transfer. Agent QA does not currently split a call between agents. Nothing today. Evaluate transferred calls through a separate upload if you need them scored. **Recording not found** Genesys has no recording for this conversation. Check that recording was enabled for the queue at the time of the call. **Recording not ready** The recording exists but Genesys has not finished preparing it. Re-import the window later. **Recording archived** The recording has been moved to archival storage in Genesys. Restore it in Genesys, then re-import. **Multiple recordings available** The conversation has more than one recording and Ema cannot tell which to evaluate. Upload the correct recording through bulk upload. **Recording too large** The audio exceeds the 25 MB limit. Compress or split the recording and upload it manually. **Expired** The file waited more than 24 hours for an agent mapping. Add the mapping, then re-import the window. **Failed** Ema could not fetch or hand off the file. Re-import the window. Contact support if the same files fail again. > [TIP] > Use the search box inside a job to find a specific call by conversation ID, source agent ID, agent email, or your own agent ID, and the status filter to isolate everything that failed. ## 3.10 Permissions Access to the Imports tab is controlled by `CAN_VIEW_IMPORTS`, held by the Builder, Manager, and Admin roles. Metrics Viewer and SelfMetrics Viewer cannot see or start imports. For the full matrix, see [Roles and Permissions](/legacy-docs/agent-qa/roles).