Set up Insights Data Export Service

The Insights Data Export Service is a subscription-based feature that delivers regular exports of your Insights data directly into your Amazon S3 bucket. With this service, you don’t need to build reports, write code, or manage APIs. Instead, you select the datasets you want from Cisco’s curated Insights Data Lake, and the service automatically delivers them as CSV files.

Cisco provides an Amazon CloudFormation template, which you can apply in your AWS account to enable secure data transfer. The service also manages transport, error checking, and retries, so you can trust that your data will arrive reliably. Once delivered, the data is fully under your control to manage and use as you wish.

NOTE   Burst licenses are available if needed. Contact Cisco Professional Services with any question or help with the configuration.

IMPORTANT   New columns may be added to the exported tables over time. While existing columns will not be removed and their data types will not change, schema changes may still occur. To ensure your data consumption remains robust, avoid assuming a fixed order or set of columns. Instead, pull values for the columns you need or design your system to handle all columns, with the flexibility to accommodate new ones. Additionally, new tables may be added to the export output periodically.

Prerequisites

• You have the Insights Author license.

• You have the Create Content permission.

• You have the View Content permission.

• The Export Service is licensed per the committed Agent license.

• You must purchase enough Export Service licenses to match the number of licensed Agents in your Webex WFO environment.

• An AWS account where the data will be exported.

• Permissions to create and manage Amazon S3 buckets, AWS CloudFormation stacks, and IAM roles and policies in the AWS account.

Page location

Varies depending on the page or action being performed

Procedures

Identify your AWS region

The S3 bucket must be created in the same AWS region as your Webex WFO tenant. Identify your region by following these steps:

1. Log in to Webex WFO.

2. Check the URL in your browser.

   EXAMPLE   https://us3.calabriocloud.com

3. Match the subdomain (us3) to the table below:

NOTE   Most US customers use us-east-1 for the Export Service.

Send details to Cisco

Share the following details with your Cisco representative:

1. S3 bucket ARN.

   EXAMPLE   arn:aws:s3:::your-bucket-name

2. AWS account number.

   • Find this in the AWS Console under your account name in the top-right corner.

3. Choose one or more subject areas you want to export:

   • CR (Call Recording / Quality Management)

   • Evaluations

   • WFM

   • CI (Analytics)

   • CWFM (Classic WFM)

     NOTE   When selecting CWFM, also include CR to access the dimension lookup tables such as Person, Team, and Group. The dimensional data for CI, Evaluations, and CWFM is located in the CR folder.

4. Receive a CloudFormation template from Cisco, that is tailored to your environment.

Create the S3 bucket

1. Sign in to your AWS account.

2. Navigate to Amazon S3.

3. Click Create bucket.

4. Load the CloudFormation template to set up your bucket.

5. Set the region to match your Cisco tenant region.

6. Enter a globally unique bucket name.

Deploy the CloudFormation template via AWS console

1. Sign in to the AWS Console.

2. Go to the CloudFormation service.

3. Click Create stack - with new resources (standard).

4. Select Upload a template file, then upload calabrio_insights_bucket.yaml (the CloudFormation template provided by Calabrio).

5. Click Next.

6. Enter the following:

   • S3 bucket name if pre-created. This is optional.

   • AWS account ID, provided byCisco

7. Click Next, then click Create Stack.

8. Wait for status to reach CREATE_COMPLETE.

Verify your export setup

1. Open the S3 bucket in the AWS Console.

2. Confirm that the bucket policy allows Cisco access and that public access is blocked.

3. Confirm that SSE-S3 (AES-256) encryption is enabled in the bucket properties.

4. Notify Cisco that the bucket is ready.

5. Confirm that exported files start appearing in the bucket.

Security & access controls

• Access is limited via S3 Access Points scoped to Cisco's AWS account.

• No IAM roles or access keys are used.

• Revoke access anytime by modifying the bucket policy.

• Data is encrypted using AWS SSE (AES-256).

• You own the bucket and all its contents.

Data export details

File structure

eval_answers_fact/
year=2025/
 month=04/
 day=11/
 hour=10/ 
 part-00000-<uuid>.csv
 <...>
 part-0000n-<uuid>.csv
year=2025/
 month=04/
 day=11/
 hour=11/
 part-00000-<uuid>.csv
 <...>
 part-0000n-<uuid>.csv

Troubleshooting

Related topics

• Introduction

• QM and Evaluations Data Model - Table definitions

• Analytics Data Model - Table definitions

• WFM Data Model - Table definitions