Syncs Remain in Progress for Several Days

Issue

A Genesys connection sync remains in progress for several days without displaying an error in the Fivetran dashboard.

Environment

Connector: Genesys

Resolution

To resolve this issue, exclude the following Speech and Text Analytics tables from your connection schema if they aren't required downstream:

1. In Fivetran, go to your Genesys connection page.
2. Select the Schema tab.
3. Deselect the checkbox next to the following tables:
   • SPEECH_AND_TEXT_ANALYTICS
   • SPEECH_AND_TEXT_ANALYTICS_PARTICIPANT
   • SPEECH_AND_TEXT_ANALYTICS_SEARCH
   • SPEECH_AND_TEXT_ANALYTICS_TRANSCRIPT
   • SPEECH_AND_TEXT_ANALYTICS_TRANSCRIPT_URL
4. Click Save changes.

Deselecting these tables reduces the number of requests to the Speech and Text Analytics endpoints and can significantly shorten sync duration. If the sync remains slow, contact our support team so we can review the connection's sync logs and investigate further.

Cause

To sync the Speech and Text Analytics tables, we make numerous API requests for each conversation and communication, including requests to search for transcripts and retrieve transcript URLs.

Genesys rate-limits these endpoints. When Genesys returns a 429 response, we retry the request with increasing delays, which can significantly extend the sync duration for accounts with many conversations. This retry behavior applies to all Genesys endpoints, not only Speech and Text Analytics endpoints. For more information, see Genesys 429 Rate Limit Errors.

Large historical syncs and other high-volume analytics tables can also extend the sync duration.