Manage Data Streams

Content on this page is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.

To establish a data stream, it is necessary to create a Kinesis data stream within the AWS platform.

Required permissions: Data Streams

Complete each of these tasks in the order given.

Set Up a Destination for the Data Stream

You must create a destination in your infrastructure for the data stream and give it the permissions required to let CXone Data Streams publish data to it. This is where CXone can access and consume the data.

  1. Create the Kinesis stream in AWS Management console. You can learn more about this process in the Amazon documentation.
  2. Create an IAM role in AWS Management console. Make sure to configure the following:
    • Permissions
      • "kinesis:DescribeStream",

      • "kinesis:DescribeStreamSummary",

      • "kinesis:DescribeStreamConsumer",

      • "kinesis:SubscribeToShard",

      • "kinesis:RegisterStreamConsumer",

      • "kinesis:PutRecords",

      • "kinesis:PutRecord",

      • "kinesis:ListShards"

      Make sure to include "Resource": "<KINESIS_STREAM_ARN>" in the permissions policy. The KINESIS_STREAM_ARN here is the one created in Step 1 above.

    • Trust Relationships

      Include the trust policy in the trust relationships of the IAM role and replace NICE CXone AWS ACCOUNT ID AND EXTERNAL ID with valid values.

      The following are valid NICE CXone AWS ACCOUNT ID values:

      NICE CXone AWS ACCOUNT ID

      VALUE

      Production AWS Account ID

      737494165703

      FedRamp AWS Account ID751344753113
      FedRamp High AWS Account ID420587085960

      Note: For CXone customers in North America, Europe, Australia, and Japan, use the Production AWS Account ID.

  3. Create an external ID to associate with the role. EXTERNAL_ID can be any random string, for example:70ffec909539cdb4f01fb0aa3d249713cad411c2e652707a92fb51d0f5449ea.When configuring from CXone, use the same EXTERNAL ID as shown in the screenshot below.  

View Data Stream

  1. Click the app selector and select Admin.
  2. Go to Security SettingsRoles and Permissions.
  3. Click Administrator > Permissions.

  4. Under Cloud Storage, toggle on Data Streams.

Create a Data Stream

  1. Click the app selector and select Admin.
  2. Go to Account SettingsEvent Data Stream.
  3. Click Create New Data Stream.

  4. Enter the data stream's Name, Description, Event Type, and other details.

  5. Click Create.
  6. If you want to update the data format, select the new data format and click Save.

    Updates to data streams can take up to 24 hours to be implemented. An updated data stream shows as pending until the changes take effect. This can take up to 24 hours.