Add and manage AudioHook Monitors

AI-generated summary

Genesys Cloud's AudioHook Monitor integration enables real-time audio streaming from voice interactions to external servers through secure WebSocket connections, supporting configurable audio channels for both agent and customer audio with authentication managed via API keys and client secrets. The system allows organizations to create up to 500 custom AudioHook Monitor configurations, with each supporting up to five integrations. Custom configurations become active only when assigned to at least one queue or flow, with a default monitor applied to queues and flows lacking specific configuration. Administrators access AudioHook Monitor configurations through Menu > IT and Integrations > AudioHook Monitors, where they can review default and custom monitors, view assigned queues and flows, and manage up to 10 displayed names through expandable indicators. Monitor creation requires specifying a name, description, one or more queues, one or more flows, and up to five AudioHook integrations. The interface supports search functionality and filtering based on queues, flows, or integrations, enabling administrators to locate specific monitors efficiently. Implementation requires installation from Genesys AppFoundry followed by instance configuration and endpoint setup, with key elements including WebSocket URI specification, audio channel selection, credential management, and optional JSON-based server parameters through the customConfig property. The system implements automatic connectivity probes during activation and configuration changes to validate connections and provide detailed error messaging. Audio Monitoring must be enabled at the queue or flow level before monitors can be applied, with queue-level and flow-level enablement configured separately through queue creation settings and the Audio Monitoring action within flows. Existing monitors can be edited to modify assignments and integrations or deleted through the configuration interface. As a premium application, proper licensing is required, and administrators should utilize the AudioHook Sample Service test suite before full deployment. A documented limitation indicates that approximately 0.01% of calls configured for AudioHook Monitor streaming may route to the default configuration instead of the specific monitor policy due to Lambda architecture constraints and aggressive streaming timeout combined with Genesys latency policies for voice calls. The system maintains full backward compatibility with existing AudioHook Monitor setups, allowing administrators to retain current configurations when requirements are met.

PrerequisitesClick to expand

After you install, configure, and activate an AudioHook Monitor integration, assign queues or flows to up to five integrations using the dedicated AudioHook Monitor configurations. These audio stream monitors enable you to control which queues or flows send audio to specific AudioHook integrations, ensuring that data is shared only with the intended systems.

Notes:

You can add up to 500 custom AudioHook Monitor configurations per organization. A custom configuration is active only when it has at least one assigned queue or flow. If no monitor is configured for a specific queue or flow, the system uses the default monitor to determine which integrations to use for audio monitoring.
You can configure up to five AudioHook integrations within each user (custom) monitor configuration.
To apply either the default monitor or user monitors, you must first enable the Audio Monitoring feature for the required queues and flows.
- For more information about how to enable it for a queue, see Set behavior and thresholds for all interaction types in Create and configure queues.
- For more information about how to enable it in a flow, see Audio Monitoring action.
Custom AudioHook Monitor configurations are fully backwards compatible with your previous integration behaviour. If your current AudioHook Monitor configuration meets your requirements, you can skip adding custom monitors or adjusting your current setup.

To view the available AudioHook Monitor configurations, follow these steps:

Click Menu > IT and Integrations > AudioHook Monitors.
Under Default monitor, review the default monitor configuration and its integrations, which Genesys Cloud applies to all queues and flows unless configured otherwise.

Under User monitors, review the custom monitor configurations previously configured by administrators.

Column name	Description
Name	The monitor name.
Description	The description that you entered when creating the monitor.
Queues	The queues that are assigned to the monitor. Click the count indicator (+n) to view up to 10 queue names. Then, click View all to open the monitor configuration and view all assigned queues.
Flows	The flows that are assigned to the monitor. Click the count indicator (+n) to view up to 10 flow names. Then, click View all to open the monitor configuration and view all assigned flows.
Integrations	The integrations to which audio must be streamed for the assigned flows and queues. Click the count indicator (+n) to view up to five integrations.
Actions	The actions that you can perform on the monitor. Select Edit to open the monitor in editing mode and modify it. Select Delete to delete the monitor.

(Optional) To search for a specific monitor, start typing the name of the monitor in the search box. As you type, the matching monitors are shown.
(Optional) To filter monitors, follow these steps:
1. Click Filter. The available filter options appear on the right pane.
2. Select the queues, flows, or integrations and click Apply Filter Options. Based on the selected filter criteria, the system shows the matching monitors.

Show meClick to expand

Add an AudioHook Monitor configuration

Click Menu > IT and Integrations > AudioHook Monitors.
Under User monitors, click New Monitor.
Under Details, add a meaningful name and description for the monitor.
Under Assignment, select one or more queues from the Queues list. Use the selection checkbox to select or clear the queues.
Select one of more flows from the Flows list. Use the selection checkbox to select or clear the flows.
Under Connected Services, select up to five AudioHook integrations from the Integrations list. Use the selection checkbox to select or clear the integrations.
Click Create Monitor to create the monitor or click Cancel to cancel the creation.

Show meClick to expand

Edit an AudioHook Monitor configuration

Click Menu > IT and Integrations > AudioHook Monitors.
(Optional) To search for a specific monitor, start typing the name of the monitor in the search box. As you type, the matching monitors are shown.
Click More on the monitor’s row, and then select Edit.
Make the required changes and click Update Monitor.

Delete an AudioHook Monitor configuration

Click Menu > IT and Integrations > AudioHook Monitors.
(Optional) To search for a specific monitor, start typing the name of the monitor in the search box. As you type, the matching monitors are shown.
Click More on the monitor’s row, and then select Delete. The Monitor deletion dialog box appears.
Click Yes to delete the agent or click No to cancel the deletion.

Limitations of AudioHook Monitor

Approximately 0.01% of all calls configured to be streamed via AudioHook Monitor may be streamed to the default configuration, even when a specific Monitor policy exists for it. This is due to the current Lambda architecture and the aggressive streaming timeout, combined with Genesys’s latency policy for voice calls.

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