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Configure Analytics inputs for the Genesys Cloud Add-on for Splunk

Description: Analytics inputs enable collection of:

  • Queue Observations,
  • Conversations Metrics,
  • Conversations Details.

Pre-Requirements

Before you enable inputs, complete the previous steps in the configuration process:

Configure your inputs on the Splunk platform instance responsible for collecting data for this add-on, usually a heavy forwarder. You can configure inputs using Splunk Web (recommended) or using the configuration files.

Configure inputs using Splunk Web

Configure your inputs using Splunk Web on the Splunk platform instance responsible for collecting data for this add-on, usually a heavy forwarder.

  1. In the Genesys Cloud Add-on for Splunk, click Inputs > Create New Input > Analytics.
  2. Select one of the available inputs among Queue Observations, Conversations Metrics and Conversations Details.
  3. Enter the parameter values using information provided in the input parameter table below.
  4. Click Add.
  5. Verify that data is successfully arriving by running the following searches on your search head:
    sourcetype=genesyscloud:analytics:*

If you do not see any events, check the Troubleshooting section.

Configure inputs in the configuration files

Configure your inputs using the configuration files on the Splunk platform instance responsible for collecting data for this add-on, usually a heavy forwarder.

  1. Create $SPLUNK_HOME/etc/apps/genesys_cloud_ta/local/inputs.conf.
  2. Add the following stanza.
<!-- Queue Observations -->
[queue_observations://<queue_observations_input_name>]
account = <value>
index = <value>
interval = <value>

<!-- Conversations Metrics -->
[conversations_metrics://<conversations_metrics_input_name>]
account = <value>
index = <value>
direction = <value1|value2>
media_types = <value1|value2|valueN>
interval = <value>

<!-- Conversations Details -->
[conversations_details://<conversations_details_input_name>]
account = <value>
index = <value>
interval = <value>
  1. (Optional) Configure a custom index.
  2. Restart your Splunk platform instance.
  3. Verify that data is successfully arriving by running the following search on your search head:
    sourcetype=genesyscloud:analytics:*

If you do not see any events, check the Troubleshooting section.

Input Parameters

Each attribute in the following table corresponds to a field in Splunk Web.

Input name Corresponding field in Splunk Web Description
input_name Input Name A unique name for your input.
account Account Name The Genesys Cloud account from which you want to gather data.
index Index The index in which the data should be stored. The default is default.
interval Interval (seconds) Rerun the input after the defined value, in seconds. The default value is 300.
direction Direction The direction of the communication.
media_types Media Type(s) The session media type(s).

Direction and Media Type(s) possible values are taken from Genesys Cloud Specs.