Workflow: Configure text capture from Genesys Cloud CX

Configure Verint Recorder to capture text messages from the digital channels that are available in your Genesys Cloud CXcontact center.

Before you begin

Workflow

Set up the Recorders for text capture from Genesys Cloud

For the Recorder to request data from external sources and to store the content it receives, assign the required service roles.
Authorize Recorder to access Genesys Cloud CX (OAuth) for text capture

To authorize the Verint Adapter to access information in Genesys Cloud CX, add an authorized OAuth application client.
Create a Genesys Cloud CX data source

The Application data source for Genesys Cloud CX contains the parameters necessary to connect to the Genesys Cloud CX platform.
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.
Create a capture profile that captures text from Genesys Cloud CX
Create a capture profile to choose what types of interactions are recorded for your organizations and employees.
Create the adapter for text capture from Genesys Cloud CX

To capture messages and conversations from the digital channels in your Genesys Cloud platform, you must create a Genesys Cloud CX Text Polling Adapter on your primary and secondary Recorders. The Genesys Cloud CX Text Polling Adapter authenticates and connects the Interaction Capture Service to Genesys Cloud CX. It periodically polls Genesys Cloud CX for completed text interactions from digital channels; including, email, and instant messaging apps.