Troubleshoot using the Genesys Cloud Operational Console
- Admin role
- usage > events > View permission
Operational events are actionable in nature and provide administrators with the necessary details to diagnose and troubleshoot issues. Administrators can either view these events in the Operational Console page in Genesys Cloud or subscribe to operational events using an Amazon EventBridge integration. The Event Catalog provides additional guidance for administrators to troubleshoot operational events.
View operational events in the Operational Console page in Genesys Cloud
Operational events are available for 10 days. By default, the start date of the calendar displays the date before the last occurred event and the end date displays the current date.
- To filter operational events by date range:
- Click within the Start or End date field. The calendar appears.
- Click to select a start date, and then click to select an end date.
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- Filter operational events by entity name or ID and/or event definition ID.
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- Do one of the following to filter by event definition ID.
- Enter a value in the Event Definition ID field and select a suggested event definition ID from the drop-down.
- Click the Event Definition ID field and select a value from the drop-down.
- Do one of the following to filter by event definition ID.
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To clear the event definition ID filter, click the Event Definition ID drop-down again and click anywhere outside the list.
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- To filter by entity name or ID:
Enter an entity name or ID in the Entity Name or ID search field. To clear the value that you entered and the filter, click Clear on the Entity Name or ID field.
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Set up an Amazon EventBridge integration and receive operational events
- For more information about how to set up, install, configure, and use Amazon EventBridge, see the articles in About the Amazon EventBridge integration.
- For other technical details and to view other available events, see Amazon EventBridge integration.
- Open the Event Catalog.
- To open the documentation for an event, either click the event name on the left navigation pane or scroll down on the Event Catalog and click an EventID.
- Read through the documentation for the event, proceed through the recommended diagnosis steps, and apply the troubleshooting steps as needed.
- Follow the directions that indicate the best points to evaluate if the event scenario resolves and how to proceed if the scenario does not resolve.