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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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FieldValue
VendorGenesys
ServicePure Cloud Service
Friendly NameFriendly Name for Genesys Cloud
Client ID

Client ID displayed under the added application 

Base URL

Use URL Based on your org Location as below

RegionURL
US East (Virginia)https://api.mypurecloud.com
US West (Oregon)https://api.usw2.pure.cloud
Canada (Central)https://api.cac1.pure.cloud
Europe (Ireland)https://api.mypurecloud.ie
Europe (London)https://api.euw2.pure.cloud
Europe (Frankfurt)https://api.mypurecloud.de
Asia Pacific (Mumbai)https://api.aps1.pure.cloud
Asia Pacific (Tokyo)https://api.mypurecloud.jp
Asia Pacific (Seoul)https://api.apne2.pure.cloud
Asia Pacific (Sydney)https://api.mypurecloud.com.au



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

Note
titleGenesys Equipment ID

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 NameValue
AWS Account ID595991313776
AWS Account Region

Use AWS AWS Region Based on your Genesys Org Location

Genesys Org RegionGenesys URLAWS Account Region
US East (Virginia)https://api.mypurecloud.comus-east-1
US West (Oregon)https://api.usw2.pure.cloudus-west-2
Canada (Central)https://api.cac1.pure.cloudca-central-1
Europe (Ireland)https://api.mypurecloud.ieeu-west-1
Europe (London)https://api.euw2.pure.cloudeu-west-2
Europe (Frankfurt)https://api.mypurecloud.deeu-central-1
Asia Pacific (Mumbai)https://api.aps1.pure.cloudap-south-1
Asia Pacific (Tokyo)https://api.mypurecloud.jpap-northeast-1
Asia Pacific (Seoul)https://api.apne2.pure.cloudap-northeast-2
Asia Pacific (Sydney)https://api.mypurecloud.com.auap-southeast-2


Event Source SuffixGenesys Cloud Equipment ID Value from here
Topic Filtering

Click on Select Topics and choose

v2.users.{id}.activity 

v2.telephony.providers.edges.{id}.metrics

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Click Save

Click Save

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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.