Hey everyone,
I’m trying to set up an EventBridge subscription in Genesys Cloud to capture conversation.end events, but only for a specific support queue. The goal is to feed this data into our WFM adherence tracking tool without having to process every single conversation end in the org.
I’ve created the subscription using the /api/v2/analytics/events/subscriptions endpoint. Here is the JSON payload I’m sending in the body:
{
"type": "eventbridge",
"name": "Support Queue Ends",
"description": "Only queue 12345",
"eventTypes": ["conversation.end"],
"filters": {
"queueIds": ["12345"]
},
"destination": {
"type": "eventbridge",
"arn": "arn:aws:events:us-east-1:123456789012:event-bus/default"
}
}
The API returns a 201 Created response, so the subscription looks valid. However, when I trigger a test conversation end for an agent in that queue, I don’t see any events hitting my EventBridge rule. If I change the eventTypes to just conversation.update or remove the filter entirely, I start getting a flood of events for every queue.
Is the queueIds filter supported for the conversation.end event type? I can’t find explicit documentation on which filters work with which event types. I’m also seeing some events with a status field that says sent in the subscription history, but nothing arrives in AWS.
Here’s what the event payload looks like when I capture a generic end event (without the queue filter):
{
"eventType": "conversation.end",
"conversationId": "abc-123",
"queueId": "12345",
"endReason": "agent_disconnect"
}
I’ve double-checked the ARN and permissions. It seems like the filter is just silently dropping the event. Any idea if I’m structuring the filters object wrong?