Introduction
These instructions are to be used to complete the necessary configuration of the Genesys Cloud instance required to allow the Customer Science Group Genesys Adapter to extract the required Analytical data from your dedicated Genesys Cloud instance.
This guide is intended for your Genesys Cloud Administrator and requires admin privileges within Genesys Cloud to perform each task. This integration will require a unique OAuth ID / Secret pair to be generated in the Genesys Cloud administration console.
After completing the configuration, you will be required to complete a table of information and email the contents of this table to the Customer Science Group team for final provisioning.
- Log into Genesys Cloud as an administrator account
- Create Genesys Cloud Role
- https://developer.genesys.cloud/devapps/api-explorer-#put-api-v2-authorization-roles--roleId-
- Insert the below content into the black request body block
- Select the Green "Execute Request" button at the bottom.
- If the role already exists, an error will be returned similar to:
The request failed with response code: 400. Message: Cannot save a role named 'Customer Science_Genesys Cloud Integration', because this organization has the following roles with this name already: [3621d1a8-79cb-4da8-b3c8-0450ea03f00d]
Copy the ID from the error response and insert this into the request parameters up the top
- Select the Green "Execute Request" button at the bottom.
{ "name": "Customer Science_Genesys Cloud Integration", "permissionPolicies": [ { "domain": "analytics", "entityName": "userAggregate", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "wfm", "entityName": "managementUnit", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "routing", "entityName": "wrapupCode", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "audits", "entityName": "audit", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "analytics", "entityName": "queueObservation", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "wfm", "entityName": "agentScheduleNotification", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "groups", "entityName": "team", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "analytics", "entityName": "userObservation", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "analytics", "entityName": "conversationProperties", "actionSet": [ "index" ], "allowConditions": false }, { "domain": "speechAndTextAnalytics", "entityName": "data", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "quality", "entityName": "evaluationForm", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "analytics", "entityName": "conversationAggregate", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "authorization", "entityName": "grant", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "analytics", "entityName": "surveyAggregate", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "directory", "entityName": "group", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "wfm", "entityName": "businessUnit", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "conversation", "entityName": "communication", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "wfm", "entityName": "agent", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "outbound", "entityName": "contact", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "analytics", "entityName": "userDetail", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "analytics", "entityName": "speechAndTextAnalyticsAggregates", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "wfm", "entityName": "intraday", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "outbound", "entityName": "contactListFilter", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "wfm", "entityName": "shortTermForecast", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "billing", "entityName": "subscription", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "quality", "entityName": "surveyForm", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "wfm", "entityName": "publishedSchedule", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "speechAndTextAnalytics", "entityName": "program", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "wfm", "entityName": "historicalAdherence", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "routing", "entityName": "queue", "actionSet": [ "search", "view" ], "allowConditions": false }, { "domain": "wfm", "entityName": "agentSchedule", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "recording", "entityName": "recording", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "outbound", "entityName": "campaignSequence", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "quality", "entityName": "evaluation", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "quality", "entityName": "survey", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "speechAndTextAnalytics", "entityName": "settings", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "outbound", "entityName": "campaign", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "analytics", "entityName": "evaluationAggregate", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "wfm", "entityName": "planningGroup", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "wfm", "entityName": "schedule", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "outbound", "entityName": "responseSet", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "wfm", "entityName": "timeOffRequest", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "outbound", "entityName": "contactList", "actionSet": [ "view", "search" ], "allowConditions": false }, { "domain": "outbound", "entityName": "wrapUpCodeMapping", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "wfm", "entityName": "activityCode", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "speechAndTextAnalytics", "entityName": "feedback", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "speechAndTextAnalytics", "entityName": "topic", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "wfm", "entityName": "adhocForecast", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "analytics", "entityName": "conversationDetail", "actionSet": [ "view" ], "allowConditions": false }, { "domain": "directory", "entityName": "user", "actionSet": [ "view" ], "allowConditions": false } ] }Access Genesys Cloud, and add yourself to the role
- If you have an existing Genesys Adapter OAuth, update the OAuth user to consume the new role
- Else, create Genesys Cloud OAuth
This step is to create a Genesys Cloud OAuth with Client Credentials Grant, and link this newly created oAuth to the role created in Step 2
https://help.mypurecloud.com/articles/create-an-oauth-client/ - Share details with Customer Science Group
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