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Overview ↵

Genesys Cloud Add-on for Splunk
Version 0.2.0
Vendor Products Genesys Cloud
Splunk platform versions 9.2.x, 9.3.x, 9.4.x
Platforms Platform independent

Source types for the Genesys Cloud Add-On

The Genesys Cloud Add-on for Splunk provides the index-time and search-time knowledge for metrics, service status, and service message events in the following formats.

Sourcetype Description
genesyscloud:telephonyprovidersedge:trunks:metrics All the metrics for trunks
genesyscloud:telephonyprovidersedge:edges:metrics All the metrics for edges
genesyscloud:telephonyprovidersedge:edges:phones All phones statuses
genesyscloud:analytics:queues:observations All the metrics for queue observations
genesyscloud:analytics:flows:metrics All the metrics for conversations
genesyscloud:analytics:conversations:details All the score metrics for conversations, ex: MOS scores
genesyscloud:users:users:aggregates All the metrics for user aggregates
genesyscloud:users:users:routingstatus All the user routing status
genesyscloud:operational:system All Genesys Cloud system services status retrieved via Status Page API

Installation and configuration overview for the Genesys Cloud Add-on for Splunk

Complete the following steps to install and configure this add-on.

  1. Install the Genesys Cloud Add-on for Splunk.
  2. Configure an integration application in Genesys Cloud for the Genesys Cloud Add-on for Splunk.
  3. Configure an account in the Genesys Cloud Add-on for Splunk.

Ended: Overview

Installation ↵

Install the Genesys Cloud Add-on for Splunk

You can install the Genesys Cloud Add-on for Splunk with Splunk Web or from the command line. You can install the add-on onto any type of Splunk Enterprise or Splunk Cloud instance (indexer, search head, or forwarder).

  1. Download the Genesys Cloud Add-on for Splunk from GitHub.
  2. Determine where and how to install this add-on in your deployment.
  3. Perform any prerequisite steps before installing.
  4. Complete your installation.

If you need step-by-step instructions on how to install an add-on in your specific deployment environment, see the installation walkthrough section at the bottom of this page for links to installation instructions specific to a single-instance deployment, distributed deployment, or Splunk Cloud.

Splunk admin requirements

To install and configure the Genesys Cloud Add-on for Splunk, you must be a member of the admin role.

Distributed installation of this add-on

Use the tables below to determine where and how to install this add-on in a distributed deployment of Splunk Enterprise or any deployment for which you are using forwarders to get your data in. Depending on your environment, your preferences, and the requirements of the add-on, you may need to install the add-on in multiple places.

Splunk instance type Supported Required Comments
Search Heads Yes Yes Install this add-on to all search heads where Genesys Cloud knowledge management is required. Select one node, either a search head or a heavy forwarder, to serve as the configuration server for this add-on, and disable visibility of the add-on in all other locations.
Indexers No No Not required, This TA only supports mod input-based data collection which uses a heavy forwarder.
Heavy Forwarders Yes No If installed on heavy forwarders, does not need to be installed on indexers. Select one node, either a search head or a heavy forwarder, to serve as the configuration server for this add-on, and disable visibility of the add-on in all other locations.
Universal Forwarders No No Universal forwarders are not supported for data collection, because the modular inputs require Python and the Splunk REST handler.

Distributed deployment compatibility

This table provides a quick reference for the compatibility of this add-on with Splunk distributed deployment features.

Distributed deployment feature Supported Comments
Search Head Clusters Yes Disable add-on visibility on search heads.
Indexer Clusters Yes
Deployment Server Yes Supported for deploying the unconfigured add-on only. Configure this add-on using the add-on’s configuration UI from one node only.

Installation walkthrough

See Installing add-ons in Splunk Add-Ons for detailed instructions describing how to install a Splunk add-on in the following deployment scenarios:

Upgrade the Genesys Cloud Add-on for Splunk

Before releasing 1.0.0 the Genesys Cloud Add-on for Splunk is still in the development phase, therefore version 1.0.0 is not backward compatible and will result in complete data duplication due to major checkpoint and events ingestion changes.

Release Notes

Upgrade to version 0.2.x

  1. Disable all inputs.
  2. Download the latest version of Genesys Cloud Add-on for Splunk from its repository.
  3. Install the Genesys Cloud Add-on for Splunk across your deployment. > If installing via Splunk Web, select the Upgrade app checkbox.
  4. Enable the inputs.

Data that was previously stored into KV Store lookups is now added into indexed events. More fields will be available at search time as a consequence.

Upgrade to version 0.1.0

  1. Disable and delete all inputs.
  2. Delete created account(s) under Configuration.
  3. Download the latest version of Genesys Cloud Add-on for Splunk from its repository.
  4. Install the Genesys Cloud Add-on for Splunk across your deployment.
  5. Configure the Add-on.

The analytic input Chat Observations was removed. Alternatively, users can now configure an equivalent analytic Conversations Metrics input with:

  • direction = inbound
  • media_types = message

Ended: Installation

Configuration ↵

Configure an integration application in Genesys Cloud for the Genesys Cloud Add-on for Splunk

In order to gather data from the Genesys Cloud Platform API using this add-on, you must first create an OAuth client in Genesys Cloud. This client securely authenticates the Add-on via the OAuth2 protocol, so that it can access and gather the data according to the services and permission levels that you specify.

Create an OAuth Client in Genesys Cloud

  1. Follow the instructions in the Genesys Cloud documentation.

  2. When creating your client, make a note of the following parameters. They will be needed to Configure an Account in the Genesys Cloud Add-on for Splunk.

    • Client ID (Client ID)
    • Client Secret (Client Secret)

  3. Set the Grant Types to Client Credentials Grant

  4. Set the OAuth Scopes. These permissions are required for the Genesys Cloud Add-on for Splunk.

API/Permissions name Scopes Description API Category
analytics:conversationAggregate:view
  • analytics
  • analytics:readonly
 Read conversation aggregates for your organization. Analytics
analytics:conversationDetail:view
  • analytics
  • analytics:readonly
 Read conversation details for your organization. Analytics
analytics:queueObservation:view
  • analytics
  • analytics:readonly
 Read query observations for your organization. Analytics
analytics:userAggregate:view
  • analytics
  • analytics:readonly
 Read user aggregates for your organization. Analytics
routing:queue:view
  • routing
  • routing:readonly
 Read queues for your organization. Routing
telephony:plugin:all
  • telephony
  • telephony:readonly
 Read edges, trunks and their metrics as well as phones for your organization. Telephony Providers Edge

  1. Click Save after you change permissions.

  2. Make a note of the generated values.

Configure an Account in the Genesys Cloud Add-on for Splunk

You must configure at least one Account in the Genesys Cloud Add-on for Splunk.

Prerequisite: Before you create an Account, complete the previous step in the configuration process:

Set up the add-on using Splunk Web

  1. Go to the Splunk Web home screen.
  2. Click on Genesys Cloud Add-on for Splunk in the left navigation banner.
  3. Click on the Configuration tab.
  4. Under the “Account” section, Click on “Add” and fill in the fields. Use the parameters you configured for the application in the Azure Active Directory, see Configure an integration application in Genesys Cloud for the Genesys Cloud Add-on for Splunk where:
  • Name is the name given to the Account.
  • Client ID is the Client ID from the registered application within Genesys Cloud.
  • Client Secret is the registered application key for the corresponding application.
  • AWS Region is the AWS Region in which the organization exists and the application was generated.
  1. Click Add to add the Account to your local configuration.

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.

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

Description: Operational inputs enable collection of:

  • System Services Status.

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 > Operational.
  2. Select the available input System Services Status.
  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:operational:*

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.
<!-- System Services Status -->
[status_page_metrics://<system_services_status_input_name>]
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:operational:*

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.
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.

Configure Telephony Providers Edge inputs for the Genesys Cloud Add-on for Splunk

Description: Telephony Providers Edge inputs enable collection of:

  • Trunks metrics,
  • Edges metrics,
  • Phones statuses.

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 > Telephony Providers Edge.
  2. Select one of the available inputs among Trunks Metrics, Edges Metrics and Phone Statuses.
  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:telephonyprovidersedge:*

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.
<!-- Trunks Metrics -->
[edges_trunks_metrics://<edges_trunks_metrics_input_name>]
account = <value>
index = <value>
interval = <value>

<!-- Edges Metrics -->
[edges_metrics://<edges_metrics_input_name>]
account = <value>
index = <value>
interval = <value>

<!-- Phones Statuses -->
[edges_phones://<edges_phones_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:telephonyprovidersedge:*

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.

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

Description: Users inputs enable collection of:

  • User Aggregates,
  • User Routing Statuses.

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 User Aggregates and User Routing Statuses.
  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:users:*

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.
<!-- User Aggregates -->
[user_aggregates://<user_aggregates_input_name>]
account = <value>
index = <value>
interval = <value>

<!-- User Routing Statuses -->
[user_routing_status://<user_routing_status_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:users:*

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.

Amazon EventBridge Integration

To ingest additional data from Genesys Cloud, consider leveraging the Genesys Cloud WebSockets notifications via AWS EventBridge integration.

This integration is independent from the Genesys Cloud Add-on for Splunk and can extend the data collection with more events.

Genesys Cloud Configuration

For complete information on how to install, configure, and manage an Amazon EventBridge integration, see About the Amazon EventBridge integration in the Genesys Cloud Resource Center.

The Amazon EventBridge integration allows you to receive all events for high-level topics without having to manage subscriptions to a limited list of detailed topics. For more information, see Available Topics.

Automation

To automate the provisioning and the configuration of the resources, DevOps engineers or system administrators can leverage this terraform automation, which will:

  • Create a Genesys Cloud EventBridge integration,
  • Write audit events from the integration to a Kinesis Stream and an S3 bucket for backup purposes,
  • Provide instructions on how to configure Splunk to read events from the Kinesis stream.

Ended: Configuration

Troubleshoot ↵

Troubleshoot the Genesys Cloud Add-on for Splunk

General troubleshooting

For troubleshooting tips that you can apply to all add-ons, see Troubleshoot add-ons in Splunk Add-ons. For additional resources, see Support and resource links for add-ons in Splunk Add-ons.

Ended: Troubleshoot