Genesys Cloud Text Polling Adapter

Create a Genesys Cloud Text Polling Adapter to capture text messages and chat from the digital channels available in the Genesys Cloud CX portal Home page or main UI access point for all WFO applications..

Before you begin 

Create the Genesys Cloud CX data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs. on the Recorder node.

Procedure 

  1. In Recorder Manager, go to General Setup. Under Integration Service, click Settings.

  2. Click Create, then select Genesys Cloud CX Text Polling Adapter.

  3. Complete the following settings:

    • Adapter Name: Required. A unique name for this adapter. Do not use the following characters, which are reserved for XML tagging: < > $ & ' ".

    • Description: Optional. Enter a description of the data source.

    • Adapter Type: A read-only field that describes the selected adapter.

    • Startup Type: How the adapter behaves after the host server restarts. The options are:

      • Automatic: Default. The adapter starts automatically when the host server starts.

      • Manual. The adapter starts only when a user clicks the Start button.

      • Disabled. The adapter does not run when the host server starts.

    • DataSource: The related Application data source.

      You can choose the same data source that serves to capture voice interactions from your Genesys Cloud CXcontact The entire communication experience for a customer, from beginning to end. center.

    • Client ID: The Client ID for the OAuth integration created on the external system site.

    • Client Secret: The secret that corresponds to the OAuth Client ID. The adapter sends the Client ID and Client Secret to the authentication server, which returns the authorization token required for the adapter to connect to and access the services on the external system.

    • Region Host: Select the URL for the site in a particular region. This is the host where the OAuth integration was created.

    • Polling frequency (minutes): How often the adapter requests conversations from the Name of the External Systemcontact center. The default is 5 minutes.

    • Polling time window (minutes): The amount of time, starting from the current moment and extending into the past, that the adapter requests conversations from the contact center. The default is 5 minutes.

      Example:  

      When the Polling Time Window is set to 5 minutes, the adapter requests all interactions between now and 5 minutes previously.

      If you notice that interactions are consistently missing from Verint, it may be that interactions take longer to be saved in the contact center's database. If this happens, change the Polling Time Window to an amount of time greater than the maximum expected delay.

    • Time interval for triggering purging (minutes): How often to check for events to purge from the event store. The default is 10 minutes.

    • Timespan for purging (hours): Interaction Capture saves the events it receives on an internal store. This event store needs to be purged periodically to prevent unnecessary growth.

      The Timespan for purging parameter defines the age of events to delete permanently from the event store. The default is 24 hours.

      Example:  

      When Timespan for purging is 24 hours, event data older than 24 hours is deleted when the Time interval for triggering purging setting is triggered.

    • Separate overlapping conversations: Enable this option to capture text messages from the same participants over different digital channels as separate interactions. For example, during the past 72 hours, Agent01 and Customer01 communicated by email and instant messaging. Verint captures two interactions, one for all email messages, and another interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. for all instant messaging messages.

      Disable this option to capture text messages from the same participants in different channels as a single interaction. For example, during the past 72 hours, Agent01 and Customer01 communicated by email and instant messaging. Verint captures one interaction that contains all email and instant messaging messages.

  4. Click Save.

Related topics 

Supported Integration Service CTI adapters