Integrating Genesys Cloud with the Splunk platform
In today's experience-driven economy, the contact center is the frontline of customer engagement. Managing a complex cloud-based contact center like Genesys Cloud requires more than basic reporting—it requires deep, real-time visibility into agent performance, call quality, and system health. By integrating Genesys Cloud with the Splunk platform, organizations move beyond reactive troubleshooting to proactive optimization.
How to use Splunk software for this use case
This integration allows you to ingest Genesys Cloud analytics, conversation data, audit logs, operational events, and more into the Splunk platform. This enables contact center operations teams to drive better operational outcomes, particularly by significantly reducing the time it takes to detect, investigate, and remediate issues.
After operational insights are gleaned, the same integration can be leveraged to provide exceptional business insights to create a better agent and customer experience. Since the data is being leveraged in a real-time data platform, it can be correlated with a variety of other datasets like endpoint data, network data, and more. It can even be used to provide visibility before, during, and after a migration from an on-premises contact center platform to Contact Center as a Service (CCaaS).
Benefits from the integration include:
- Reduced mean time to resolution (MTTR): Quickly identify call drops due to a carrier issue, an internal network problem, or an edge device failure.
- Enhanced customer experience insights: Monitor mean opinion scores (MOS) in real-time to ensure high-quality customer interactions.
- Operational efficiency: Track agent routing statuses, alert on critical metrics like reroute on no-answer (RONA) and flow metrics to optimize staffing and bot performance.
Getting Genesys Cloud data into the Splunk platform
To achieve a successful integration of the Splunk platform and Genesys Cloud, two tools have been open-sourced: the Genesys Cloud Add-on for Splunk and the Genesys Cloud Terraform Module for Splunk.
1. Genesys Cloud Add-On for Splunk
Install and configure its inputs to pull data directly from Genesys Cloud through REST API. It enables indexing of:
- Analytics observations for real-time agent and queue status.
- Conversation details for deep-dive forensics on specific interactions.
- Quality metrics for MOS and R-Factor data.
Get started with the Splunk GitHub repository for the Genesys Cloud Add-on.
2. Genesys Cloud Terraform Module for Splunk
Regardless of add-on usage, this module offers Terraform automation for DevOps engineers or system administrators to provision the necessary AWS infrastructure and configure resources. Leverage this tool to collect Genesys Cloud notifications or stream events, such as those listed in the Genesys Operational Console, through AWS EventBridge.
Browse the Operational event catalog to discover what events are available to send and make actionable in the Splunk platform. For more information, see the EventBridge integration guide and the Terraform module documentation.
Get started with the Splunk GitHub repository for the Genesys Cloud Terraform Module.
The Genesys Cloud Add-On for Splunk and the Genesys Cloud Terraform Module for Splunk are complementary and independent from each other. Leverage a streaming approach through AWS EventBridge whenever possible, and fill in the gaps using the add-on. For example, call quality information is currently only available through API.
Visualizing success: Key use cases
After the data is flowing, you can move from detection to action in several ways:
- Build high-impact dashboards with powerful predictions that can be shared across operations and the business.
- Create email alerts that trigger based on specific conditions, such as excessive RONA by agent or an abandoned call threshold exceeded by 20%.
- Kick off a workflow by providing insights directly to a ticketing system to reduce mean time to identify (MTTI) and MTTR, and mitigate the impact of an event.
A "starter app" with a handful of pre-built visualizations is available to help you get started quickly. Reach out to your Splunk contact to request access until the app is made publicly available.
1. Real-time operational health
Monitoring the status of your hardware and software endpoints is critical. The Edge Phone Status dashboard allows you to immediately spot OFFLINE devices, preventing localized outages before they impact a large group of agents.
2. Conversational call quality
Don't wait for customer complaints to discover poor audio quality. By visualizing Minimum Conversational MOS and R-Factor, you can proactively identify trends where call quality dips below acceptable levels before they affect the customer experience.
3. Agent productivity and routing
The Agent Status dashboard provides a historical view of how your workforce spends its time. By tracking statuses like IDLE, INTERACTING, and NOT_RESPONDING, managers can identify coaching opportunities or technical issues preventing agents from taking calls.
4. Interaction flow metrics
Understanding the customer journey is vital. The Flow Metrics dashboard tracks everything from bot interactions to abandoned calls. This data helps fine-tune IVR flows and measure the effectiveness of self-service options.
Additional resources
Integrating Genesys Cloud with the Splunk platform transforms raw contact center logs into actionable business intelligence. Whether using the add-on for direct API polling or indexing events and notifications through AWS EventBridge, your team can ensure a seamless, high-quality experience for every customer or citizen who interacts with your contact center.
Contact your Splunk representative to request access to the pre-built starter app dashboards.
In addition, these resources might help you understand and implement this guidance:
- Splunk GitHub: Genesys Cloud Add-on
- Splunk GitHub: Genesys Cloud Terraform Module
- Genesys: Genesys Operational Event Catalog