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Pre-Requisites
For VSM to receive data from Genesys Cloud you will need an VSM Virtual Collector Administered. Details on adding a VSM Virtual Collector can be found here
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| Field | Value | ||||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Vendor | Genesys | ||||||||||||||||||||||
| Service | Pure Cloud Service | ||||||||||||||||||||||
| Friendly Name | Friendly Name for Genesys Cloud | ||||||||||||||||||||||
| Client ID | Client ID displayed under the added application | ||||||||||||||||||||||
| Base URL | Use URL Based on your org Location as below
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| Shared Secret | Client Secret displayed under the added application
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When you have completed the form click 'Add'.Click on
Genesys Equipment ID
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Once the Genesys Service has been added click on the Copy button next to Genesys Cloud instance to copy Equipment ID and save it to Notepad, this is required for Amazon Event Bridge Configuration |
The VSM Web Portal Configuration now now complete. Now you must administer the Amazon Event Bridge.
Amazon Event Bridge Configuration
Amazon Event Bridge for Genesys Cloud enables VSM to gather information on Agent Status.
Browse to Genesys Cloud Org
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| Property Name | Value | |||||||||||||||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| AWS Account ID | 595991313776 | |||||||||||||||||||||||||||||||||
| AWS Account Region | Use AWS AWS Region Based on your Genesys Org Location
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| Event Source Suffix | Genesys Cloud Equipment ID Value , from here | |||||||||||||||||||||||||||||||||
| Topic Filtering | Click on Select Topics and choose v2.users.{id}.activity v2.telephony.providers.edges.{id}.metrics
Click Save |
Click Save
Click the 'Details' tab
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The Genesys Cloud configuration is now complete. Please advise support@virsae.com you have added Amazon Event Bridge and the Team will have this activated for you.