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Genesys Cloud Topics

By default this module configures Genesys Cloud to monitor the following list of topics:

Topic Description
v2.operations.events.{id} Operational events from various services
v2.users.{id}.persistentconnection Notifications for changes in a user’s persistent connection state.
v2.analytics.conversation.{id}.metrics Topic for analytics conversation metrics
v2.users.{id}.activity Notification for changes to routing, presence, out of office, and active queues for a queue member
v2.users.{id}.geolocation Notifications for changes in a user’s persistent connection state.
v2.users.{id}.routingStatus Raised when the routing status of a user is changed.
v2.conversations.{id}.transcription Notification containing conversation transcripts.
v2.detail.events.conversation.{id}.acd.end Topic for analytics detail event type: AcdEndEvent.
v2.detail.events.conversation.{id}.acd.start Topic for analytics detail event type: AcdStartEvent.
v2.detail.events.conversation.{id}.acw Topic for analytics detail event type: AfterCallWorkEvent containing agent wrapups.
v2.detail.events.conversation.{id}.attributes Topic for analytics detail event type: AttributeUpdateEvent.
v2.detail.events.conversation.{id}.contact Topic for analytics detail event type: ContactUpdateEvent.
v2.detail.events.conversation.{id}.customer.end Topic for analytics detail event type: CustomerEndEvent.
v2.detail.events.conversation.{id}.customer.start Topic for analytics detail event type: CustomerStartEvent.
v2.detail.events.conversation.{id}.flow.end Topic for analytics detail event type: FlowEndEvent.
v2.detail.events.conversation.{id}.flow.outcome Topic for analytics detail event type: FlowOutcomeEvent.
v2.detail.events.conversation.{id}.flow.start Topic for analytics detail event type: FlowStartEvent.
v2.detail.events.conversation.{id}.outbound Topic for analytics detail event type: OutboundInitEvent.
v2.detail.events.conversation.{id}.user.end Topic for analytics detail event type: UserEndEvent.
v2.detail.events.conversation.{id}.user.start Topic for analytics detail event type: UserStartEvent.
v2.detail.events.conversation.{id}.voicemail.end Topic for analytics detail event type: VoicemailEndEvent.
v2.detail.events.conversation.{id}.voicemail.start Topic for analytics detail event type: VoicemailStartEvent.
v2.detail.events.conversation.{id}.wrapup Topic for analytics detail event type: WrapupEvent containing system wrapups.

A full list of available topics can be found here. Please select the Event Bridge checkbox to filter the supported topics.

Advanced Configuration

To add / remove topics from the configuration, please edit the variable topic_filters in variables.tf. This configuration will be applied to all use case scenarios.

To configure only a specific use case, edit the examples/<your_use_case>/main.tf as shown below.

module "main" {
    source = "../.."
    aws_account_region = "eu-west-2"
    <!-- Update the Genesys Cloud topics to monitor -->
    topic_filters = [
        "v2.routing.queues.{id}.users"
    ]
}

‼ Please note these values will override their own definition in variables.tf.