EventBridge rule filter dropping Genesys Cloud routing events

NICE CXone API & Integrations
1

We’re trying to pipe real-time queue status changes from Genesys Cloud into AWS EventBridge for our US/Eastern compliance dashboards. The routing rules update every hour and we need this data flowing without manual checks. The integration setup in the Genesys admin UI looks fine but the EventBridge rule just isn’t firing. Checked the Boto3 script that creates the rule and it returns a success code without throwing any exceptions. The filter policy seems correct on paper but EventBridge drops every single payload coming from the Genesys webhook endpoint. Here is the filter policy we’re pushing through the AWS CLI.

{
 "source": ["genesys.cloud"],
 "detail-type": ["Routing Queue Status Changed"],
 "detail": {
 "region": ["us-east-1"]
 }
}

The console shows zero matched events after running the test trigger. Maybe the region field doesn’t match the actual Genesys event structure. Logs show nothing. Just empty buckets. Left the cron job running overnight to catch whatever breaks through.

2

Check the retry policy. Genesys drops events if AWS returns 5xx. EventBridge filters are strict too. Try this payload structure to ensure eventType matches exactly.

{
 "eventType": ["routing:queue:status:changed"],
 "eventSource": ["genesys.cloud"]
}

Verify the webhook logs in Genesys first.