Add employees to the Genesys Cloud CX data source

In Verint User Management, create an employee for each person (agent) that you want to capture. Then, associate the employee to the capture profile.

You can have a maximum of 10,000 users per Genesys Cloud CX data source.

Before you begin 

  • Create a Genesys Cloud CX data source

  • For the agents you want to capture, get the email address that they use to log into Genesys Cloud CX. The email address is what you enter in the Employee ID field.

Procedure 

  1. Go to User Management. Under Employees, select Profiles.

  2. Create an employee, and complete the profile.

    Required fields: Last Name, First Name, Email, and Organization.

  3. Look under Administrative Details to see the available data sources.

  4. Next to the data source for Genesys Cloud CX, in the Employee ID field, enter the email address that the agent uses to sign in to Genesys Cloud CX.

  5. Click Save.

What to do next 

For AudioHook capture:

For text capture: Create a capture profile that captures text from Genesys Cloud CX

Related information 

Create Employees and Add Employee IDs (Recorder Configuration and Administration Guide)