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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
The order of administration is as follows:
- Create VSM Virtual Collector
- Configure the Genesys Org
- Add the Genesys Org to the VSM Configuration
- Configure Amazon Event Bridge
Genesys Org Configuration
...
After clicking the 'Authorise Client' button the 'Scope' options will be presented. Under 'Scope' check the following, no other items are required to be checked:
- devices:readonly
- dialog:readonlyemployee-performance:readonly
- geolocation:readonly
- license:readonly
- locations:readonly
- process-authorization:readonly
- quaity:readonly
- routing:readonly
- telephony:readonly
- users:readonly
- alerting:readonly
- analytics:readonly
- architect:readonly
- assitstants:readonly
- conversation:readonly
- messaging-platform:readonly
- presence:readonly
- user-basic-info
- stations:readonly
...
Uncheck check box next to the user
Click Save
You are now ready to add the Genesys cloud configuration to the VSM Web Portal. After this has been added there is a subsequent step to administer the Amazon Event bridge.
Web Portal Configuration
Add Genesys Cloud
...
| 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
| ||||||||||||||||||||||
| Shared Secret | Client Secret displayed under the added application
|
...
When you have completed the form click 'Add'.
Genesys Equipment ID
| Note | ||
|---|---|---|
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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
Click the 'Admin' button
Under Integrations, click on 'Integrations'
Click on ' 
Integrations' button
In the Search box, type 'EventBridge'
Locate the card titled Amazon EventBridge Source
Click Install.
After Installation is completed, From Details tab, accept the default name (Amazon EventBridge Source) or type a different name
Select the 'Configuration' tab
Genesys Org - Amazon Event Bridge Configuration
| 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
Click the toggle so that the integration is Active
Click 'Yes'.
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 youAdministration of Genesys Cloud CX is VSM is now complete.