---
title: "Genesys Cloud Configuration"
slug: "genesys-cloud-configuration"
updated: 2026-08-10T13:49:36Z
published: 2026-08-10T13:49:36Z
canonical: "support.nectarcorp.com/genesys-cloud-configuration"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://support.nectarcorp.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Genesys Cloud Configuration

## Introduction

For Nectar DXP to gather data from Genesys Cloud, we require configuration for the following:

- Granting access to Genesys API data to Nectar DXP via an OAuth application
- Sending events to Nectar DXP via AWS EventBridge

## API Access

For Nectar DXP to function properly, it needs API access to several Genesys Cloud APIs. The necessary API permissions are assigned to a role, which is applied to an OAuth application with credentials that Nectar DXP will use to access the APIs.

To perform these steps, you must be a Genesys Cloud administrator with the ability to create roles and OAuth applications.

### Create a Role

1. Log onto your Genesys Cloud platform with administrative privileges and navigate to the **MENU**
2. Under **User Management**, select **Roles / Permissions**
3. Click on the **Add Role** button on the top-left. Name the role with the suggested details:
  1. Name: **Nectar DXP - ReadOnly**
  2. Description: **Grants read-only access to APIs used for pulling agent conversation details into Nectar DXP.**

![](https://cdn.document360.io/f8330b7a-360f-4ca0-b0ac-2664b7c04c49/Images/Documentation/image(26).png?sv=2026-02-06&spr=https&st=2026-11-11T15%3A06%3A11Z&se=2026-11-11T16%3A06%3A11Z&sr=c&sp=r&sig=gPFfVl%2BJL2EyL1E8DfoM51TRSg0PtmSfYFhMPOcAPoY%3D)
4. Click on the **Permissions** tab and add the following 3 permissions:
  1. Analytics > Conversation Detail > View
  2. Directory > Group > View
  3. Directory > User > View
5. **OPTIONAL** - the following permissions are required for the Nectar DXP Genesys Cloud live dashboard
  1. Analytics > Queue Observation > View
  2. Analytics > Flow Aggregate > View
  3. Analytics > User Observation > View
  4. Architect > Flow > View
  5. Architect > System Prompt > View
  6. Outbound > Campaign > View
  7. Routing > Call Route > View
  8. Routing > Queue > View
  9. Routing > Skill Group > View
  10. Telephony > Plugin > All
6. Once done, review to ensure all 3 permissions are as in the picture below (may have to select **Assigned Permissions**) and click **Save & Continue**. ![](https://cdn.document360.io/f8330b7a-360f-4ca0-b0ac-2664b7c04c49/Images/Documentation/image(54).png?sv=2026-02-06&spr=https&st=2026-11-11T15%3A06%3A11Z&se=2026-11-11T16%3A06%3A11Z&sr=c&sp=r&sig=gPFfVl%2BJL2EyL1E8DfoM51TRSg0PtmSfYFhMPOcAPoY%3D)

### Assign the Role to Your Account

Before creating the OAuth application, you must add the newly-created role to your account. This is necessary for assigning the role to the OAuth application.

1. Assuming you are still on the **Role** permissions screen from the last section, click **Change Membership**.
2. Use the search box to find your user account and select the checkbox beside it.
3. Under the **Divisions** section, select the divisions appropriate for your use case. In most cases, you should enable the checkbox for **All Future Divisions** ![](https://cdn.document360.io/f8330b7a-360f-4ca0-b0ac-2664b7c04c49/Images/Documentation/image-ROKH4J5W.png?sv=2026-02-06&spr=https&st=2026-11-11T15%3A06%3A11Z&se=2026-11-11T16%3A06%3A11Z&sr=c&sp=r&sig=gPFfVl%2BJL2EyL1E8DfoM51TRSg0PtmSfYFhMPOcAPoY%3D)
4. Click **Save** once complete.
5. Click **Save** on the **Role** page to exit the role editing mode.

![](https://cdn.document360.io/f8330b7a-360f-4ca0-b0ac-2664b7c04c49/Images/Documentation/image-7PMGR33O.png?sv=2026-02-06&spr=https&st=2026-11-11T15%3A06%3A11Z&se=2026-11-11T16%3A06%3A11Z&sr=c&sp=r&sig=gPFfVl%2BJL2EyL1E8DfoM51TRSg0PtmSfYFhMPOcAPoY%3D)

> [!NOTE]
> Note
> 
> This role does not have to be permanently assigned to your account. Once this procedure is complete, the role can be removed from the user account who created the OAuth application. However, this will prevent that user from modifying the OAuth application in the future.

### Create OAuth Application

1. Click on **Return to** **main menu**.
2. Under the **IT and Integrations** section, select **OAuth**. If you do not see this option, you have to be assigned a role that has **OAuth > All Permissions**
3. On the top-left, click on **Add Client**
4. Give the OAuth application a descriptive name and description, such as:
  1. Name: **Nectar DXP API Access**
  2. Description: **This allows for OAuth authenticated access to conversation and agent details for Nectar DXP**.
5. Under **Grant Types**, select **Client Credentials**. A note will appear with text similar to: Role assignment required. Assign roles from Roles tab

![](https://cdn.document360.io/f8330b7a-360f-4ca0-b0ac-2664b7c04c49/Images/Documentation/image(30).png?sv=2026-02-06&spr=https&st=2026-11-11T15%3A06%3A11Z&se=2026-11-11T16%3A06%3A11Z&sr=c&sp=r&sig=gPFfVl%2BJL2EyL1E8DfoM51TRSg0PtmSfYFhMPOcAPoY%3D)
6. On the top, click on the **Roles** tab
7. Enable the slider under **Assigned** for the role created in the previous section.
8. Under **Divisions**, select the appropriate divisions for your use case. In most cases, you should enable the checkbox for **All Future Divisions** (as described in the **Assign the Role to Your Account** section).
9. Click **Save**.

![](https://cdn.document360.io/f8330b7a-360f-4ca0-b0ac-2664b7c04c49/Images/Documentation/image-I6JRTX7Q.png?sv=2026-02-06&spr=https&st=2026-11-11T15%3A06%3A11Z&se=2026-11-11T16%3A06%3A11Z&sr=c&sp=r&sig=gPFfVl%2BJL2EyL1E8DfoM51TRSg0PtmSfYFhMPOcAPoY%3D)
10. You will be returned to the **Client Details** tab, where a **Client ID** and **Client Secret** will be displayed. Copy these and save them to provide to Nectar later.

![](https://cdn.document360.io/f8330b7a-360f-4ca0-b0ac-2664b7c04c49/Images/Documentation/image(33).png?sv=2026-02-06&spr=https&st=2026-11-11T15%3A06%3A11Z&se=2026-11-11T16%3A06%3A11Z&sr=c&sp=r&sig=gPFfVl%2BJL2EyL1E8DfoM51TRSg0PtmSfYFhMPOcAPoY%3D)

> [!WARNING]
> IMPORTANT
> 
> Take care that you don’t expose the Client ID/Secret to anyone other than Nectar.

## Add AWS EventBridge Integration

To ensure efficient use of API resources, Nectar DXP listens for events from Genesys Cloud via AWS EventBridge. These events trigger processes to gather the relevant information via Genesys Cloud APIs using the OAuth application credentials granted in the previous sections.

If you already have a AWS EventBridge presence, you can send the events through that. Otherwise, the events can be sent through Nectar’s EventBridge for an additional fee.

### Configuring the EventBridge Integration

1. Now select **Integrations** from under the **IT and Integrations** section.
2. Select the **Add Integrations** button on the top-right of the screen.
3. Select **Amazon EventBridge Source** and click **Install**
4. Give the integration a descriptive name such as **Nectar DXP EventBridge**
5. Click on the **Configuration** tab.
6. If you are using your own AWS EventBridge infrastructure, enter your details under **AWS Account ID** and **AWS Account Region**. If you are using Nectar’s EventBridge infrastructure, speak to your Nectar representative for the information
7. Under **Event Source Suffix**, input one of the following (depending on how EventBridge is being used):
  1. If you are using your EventBridge infrastructure, input something like **Genesys-NectarDXP**.
  2. If you are using Nectar’s EventBridge infrastructure, speak to your Nectar representative. It will be the tenant name assigned to your company. Please use proper case when setting the **Event Source Suffix** (IE. use **Contoso** instead of **contoso**). If you will have multiple Genesys configs, use identifiers separated by dashes (IE. **Contoso-Prod**, **Contoso-Lab** etc)
8. Under **Topic Filtering**, click the **Select Topics** button and select the following notification topics:
  1. v2.analytics.queues.{id}.activity
  2. v2.detail.events.conversation.{id}.customer.end
  3. v2.analytics.flow.{id}.metrics
  4. v2.routing.queues.{id}.users
  5. v2.telephony.providers.edges.{id}.metrics
  6. v2.telephony.providers.edges.phones.{id}
  7. v2.telephony.providers.edges.trunks.{id}
  8. v2.telephony.providers.edges.trunks.{id}.metrics
  9. v2.users.{id}.activity
  10. v2.users.{id}.tokens
  11. v2.operations.events.{id}
9. Ensure the settings look similar to below and press **Save** ![](https://cdn.document360.io/f8330b7a-360f-4ca0-b0ac-2664b7c04c49/Images/Documentation/image(25).png?sv=2026-02-06&spr=https&st=2026-11-11T15%3A06%3A11Z&se=2026-11-11T16%3A06%3A11Z&sr=c&sp=r&sig=gPFfVl%2BJL2EyL1E8DfoM51TRSg0PtmSfYFhMPOcAPoY%3D)

If you are using Nectar’s EventBridge infrastructure, you are all done. If you are using your AWS EventBridge infrastructure, perform the steps in either the [AWS EventBridge CloudWatch Configuration page](/v1/docs/genesys-aws-eventbridge-cloudwatch-configuration) or the [AWS EventBridge Manual Configuration page](/v1/docs/genesys-aws-eventbridge-manual-configuration).

Make sure you give Nectar the following information:

- OAuth application client ID and secret (from [Create OAuth Application](/v1/docs/genesys-cloud-configuration#create-oauth-application))