Genesys Cloud Administrator Training

• Familiarze the Admin Interface

• Understand the Admin settings

Add a destination for issue submissions(click the link in the resources)

Prerequisites

• Admin role

• An account in Genesys Cloud, Collaborate, or Communicate

Configure who receives suggestions and concerns about Genesys Cloud at your company.

1. Click Admin.

2. Under Account Settings, click Organization Settings.

3. Click the Settings tab.

4. Enter one email address in the Issue Reporting Email Address field.

5. Click Save.

Notes:

• If you do not supply an email address for the issue distribution list, Genesys Cloud sends the email to anyone in your organization who has the Admin role assigned through People and Permissions.

• You can specify only one email address. Therefore, we recommend that you create an issue distribution list that includes designated contacts and Level 1 and Level 2 support personnel if an issue escalates.

• Become a Designated Contact by first reviewing the Customer areas of responsibility. Then go to the Customer Care log in page and select Get Started to request a My Support account and get access to our Genesys support tools. Allow 48 business hours to receive your credentials.

Add secondary statuses for a primary status(click on link in the resources)

Prerequisites

• Admin role

• Presence:presencedefinition:Edit permission

Note: You can have up to 10 active secondary statuses for each primary status. Deactivated statuses are not included in this number.

1. Click Admin.

2. Under Account Settings, click Organization Settings.

3. Click Status Management.

4. Select the primary status.

5. Click Add Status.
   

6. Type the secondary status in the box.

Note: You can use up to 32 characters in a secondary status.

1. To create another secondary status, click Add Status.

2. Click Save.

Allow IP addresses(click on link in the resources)

Prerequisites

• Admin role

When managing organization settings, the Allowed IP Addresses section enables you to limit access to your Genesys Cloud account to only those users visiting from a specified IP address.

Warning: If you use dynamic IPs, do not enable this functionality.

1. Click Admin.

2. Under Account Settings, click Organization Settings.

3. Click the Settings tab.

4. In the IP Addresses box, enter the list of CIDR (Classless Inter-Domain Routing) blocks you would like to allow. You can enter one CIDR per line (for example 192.168.100.0/22) up to a maximum of 150 CIDRs.
   When creating or updating an allowlist, ensure that your IP is added to or already in the allowlist.

Notes:

1. • You can convert IP addresses using this CIDR Utility Tool. If you do not enter anything in the Allowed IP Addresses field, all IP addresses can access your Genesys Cloud account.

   • If you incorrectly enter a formatted CIDR, the system disables the Save button until you correct the format. Genesys Cloud checks to ensure that the IP address of the user who configures the allowlist appears in one of the CIDR entries.

   • If you want to grant access to users or groups from other Genesys Cloud organizations (authorized organizations), then include their CIDRs in the Allowed IP Addresses list.

   • The Allowed IP Addresses list also applies to applications that interface with Genesys Cloud using its API.

   • IP addresses originating from a Genesys Cloud Data Actions integration are automatically allowed and do not have to be explicitly added to the allowlist.

   • If you use Genesys resources other than Data Actions Integrations, make sure to include the necessary IP address ranges listed here among your allowed IP addresses.

   • Only IPv4 addresses are supported.

   • Do not include private IP addresses in your list.

2. Click Save.

Allow PII in email notifications for voicemail(click on link in the resources)

Prerequisite:

• Directory > Organization > Admin permission

Include or remove Personally Identifiable Information (PII) in email notifications for voicemail.

1. Click Admin.

2. Under Account Settings, click Organization Settings.

3. Click the Settings tab.

4. Under Security & Compliance, enable Voicemail Notifications.

5. Turn the Allow PII in email notifications toggle switch on or off:

   • ON — Includes PII in email notifications for voicemail.

   • OFF — Removes PII in email notifications for voicemail.

6. (Optional) Enable or disable the Voicemail Transcription settings.

7. Click Save.

Note: In organizations with HIPAA enabled and this setting OFF, the user receives email notifications that do not include PII information, .wav attachments of voicemail, or voicemail transcriptions.

Automatically backfill roles with new permissions(click on link in the resources)

Prerequisites

Either of the following permissions assigned to any user role:

• Directory > Organization > Admin

• Authorization > Settings > Edit

You can choose to direct Genesys Cloud to assign permissions automatically for new features as they become available. Alternatively, you can choose to assign these permissions manually as you deem appropriate within your organization’s structure.

Automatically assigning new permissions and backfilling existing roles simplifies the process of permission assignment, eliminating the potentially labor-intensive task of a manual update for individual user roles. Manually assigning permissions enables you to maintain more granular access control over user access to features and resources.

To enable or disable automatic permission backfill, perform these steps:

1. Click Admin.

2. Under Account Settings, click Organization Settings.

3. Click the Settings tab.

4. Under Role Backfill, do one of the following:

   • To add new permissions automatically as they become available, enable the Role Backfill setting.

   • To assign new permissions manually, disable the Role Backfill setting.

5. Click Save.

Change the default country code(click on link in the resources)

Prerequisite

• Directory > Organization > Admin permission

Change the country code that Genesys Cloud uses when you add phone numbers. By default, this value is “United States.” To set a different country code:

1. Click Admin.

2. Under Account Settings, click Organization Settings.

3. Click the Settings tab.

4. Under Default Country Code, select a country code.

5. Click Save.

Change the default language(click on link in the resources)

Prerequisites

• Admin role

Set the default language to use for notification emails such as invitations to the organization and reset password links. This setting does not override the personal settings of organization members.

1. Click Admin.

2. Under Account Settings, click Organization Settings.

3. Click the Settings tab.

4. Under Global Settings > Default language, select a language.

5. Click Save.

Change the retention days for Collaborate chat messages(click on link in the resources)

Prerequisites

• Admin role

• Chat > Setting > View

• Chat > Setting > Edit

Collaborate chat messages are retained for a set number of days. You can change this retention period to any number of days from 10 to 3650, which is the default.

Notes:

• The removal of messages begins after business hours on the day the retention period changes.

• When the retention period reduces substantially, it takes up to a week to complete the removal of all messages dated outside the new period.

• ACD chat messages are not affected by this setting.

• File attachments in chat messages are retained as per the organizational level retention policy set for chat messages.

To change the number of Collaborate chat message retention days for your org:

1. Click Admin.

2. Under Account Settings, click Organization Settings.

3. Click Settings.

4. Under Security & Compliance, set Chat Message Retention Days by entering the number of days to retain chat messages. You can enter any number of days from 10 to 3650.

5. Click Save.

Choose the organization’s default TTS engine(click on link in the resources)

Select a default text-to-speech (TTS) engine and optionally override the default voice per language.

Note: The organization's default text-to-speech (TTS) engine is Genesys TTS. To access additional third-party TTS engines in Architect, first obtain them from the Genesys AppFoundry. Then, configure them in Genesys Cloud. For more information, see About text-to-speech (TTS) engines.

1. Click Admin.

2. Under Account Settings, click Organization Settings.

3. Click the Settings tab.

4. Under Telephony, select the default TTS engine:

   • Genesys TTS (default)

   • An installed third-party TTS integration

5. (Optional) Override the default voice per language:

1. 1. Under Language Overrides, click Add.

   2. Under Language, click the arrow and select the appropriate language from the list.

   3. Under Engine, click the arrow and select the appropriate TTS engine for this language.

   4. Under Voice, click the arrow and select the default voice for this language.

1. Click Save.

Configure invite links(click on link in the resources)

Prerequisites

• Admin role

Change settings for invite links used to add people to your organization. To create an invite link, see Add people one at a time.

1. Click Admin.

2. Under Account Settings, click Organization Settings.

3. Click the Settings tab.

4. Update the following settings as needed:

Auto Invite

· ON — Automatically sends invites by default when adding people. Admins can still turn it off on a case-by-case basis.

· OFF — Turns Auto Invite off by default and allows admins to select it on a case-by-case basis.

Open Admission

· ON — Enables the current invite link. Turning from OFF to ON also creates a new link.

· OFF — Disables the current invite link permanently.

Allowed Email Domain(s)

Specifies the email address domains that a person must use to create a new Genesys Cloud account when responding to a sign-up link.

1. Click Save.

Enable automatic redaction of sensitive information(click on link in the resources)

Prerequisites

• Admin role

When you use Speech and Text Analytics and enable voice transcription or topic spotting for an interaction in Genesys Cloud, you can redact sensitive information from call recordings or voice transcripts.

To redact sensitive information automatically:

1. Click Admin.

2. Under Account Settings, click Organization Settings.

3. Click the Settings tab.

4. Under Security & Compliance, turn the Sensitive Data Redaction for Payment Cards or Sensitive Data Redaction for Personal Information toggle switch on or off:

   • ON — Enables automatic redaction of sensitive information of the customer in recordings and voice transcriptions.

   • OFF — Disables automatic redaction of sensitive information of the customer in recordings and voice transcriptions.

Notes:

• On a best effort basis, the option when switched on automatically redacts Payment Card Industry (PCI) entities and personal information entities from recordings and transcripts. This capability is only available if speech or text analytics is enabled for the interaction. Users with Recording > Recording > ViewSensitiveData permission can still access the original recording, regardless of the security setting option. Administrator must explicitly grant this permission to the user.

• Genesys recommends that you use Secure Pause or Secure Call Flows as the first line of defense. Only Secure Pause and Secure Call Flows are valid by an external Qualified Security Assessor as Level 1 PCI DSS compliant. For more information about PCI DSS compliance, see PCI DSS compliance.

The following table lists the sensitive information that is redacted based on the option that you choose:

Redaction option

Redacted information

Sensitive Data Redaction for Payment Cards

• Credit card and debit card numbers

• Card expiration date

• Card Verification Value (CVV) or Card Identification (CID) number, a three-digit or four-digit number printed on the front or back of the card

• Person name

Note: Person name is classified as PCI if it appears in proximity to a credit card. Otherwise, it is considered as PII.

Sensitive Data Redaction for Personal Information

• User information

• Phone number

• Email address

• Person name

• Zip or postal code

• Passwords

• Locations

• National Identification Number

• Other PII such as license plate number and bank account number

Notes:

• Person name is classified as PCI if it appears in proximity to a credit card. Otherwise, it is considered as PII.

• Locations encompass countries, cities, and addresses.

• The coverage for National Identification Number includes only the following countries:

  • Australia

  • Canada

  • UK

  • US

Enable communication level After Call Work(click on link in the resources)

Prerequisites

• Admin role

• Conversation > Settings > Edit permission

• Conversation > Settings > View permission

Administrators and supervisors can set After Call Work (ACW) at the communication level for all the channels including voice, chat, email, message, and callback. Once enabled, the communication level ACW applies across all the ACW options, including time-boxed and agent requested options. The timed ACW timeout settings also extend to all digital interactions in addition to voice allowing administrators to control the agent experience for digital interactions.

Supervisors gain more granular control over the time spent by agents in ACW to improve the overall KPI and productivity of the agents. Communication level ACW delivers better analytics and paves way for all future ACW enhancements.

To enable ACW at the communication level for all the channels:

1. Click Admin.

2. Under Account Settings, click Organization Settings.

3. Click the Settings tab.

4. Under the Contact Center, enable Enforce Communication Level After Call Work (ACW).

5. (Optional) To wrap up the interactions that are in ACW and don’t have a timeout when the agents log out or close the Genesys Cloud desktop app or web app, enable the End Interactions Automatically when Agents Logoff setting.

6. Click Save.

To configure after-call settings, see Configure after call work settings.

Note: When you use the Agent Requested option for ACW, ensure that the agents have the Conversation > Settings > View permission to view the Request After Call Work option in the call controls.

Enable voicemail notifications(click on link in the resources)

Prerequisite:

• Directory > Organization > Admin permission

Set Genesys Cloud to send an email notification when a user receives a voicemail.

1. Click Admin.

2. Under Account Settings, click Organization Settings.

3. Click the Settings tab.

4. Under Security & Compliance, turn the Voicemail Notifications toggle switch on or off:

   • ON — Enables email notifications for voicemail across the organization. Genesys Cloud sends users an email when they receive a voicemail.

   • OFF — Disables email notifications for voicemail across the organization. Users can still view and listen to their voicemails in their voicemail box in Genesys Cloud.

5. (Optional) Enable or disable the Allow PII in Email Notifications and Voicemail Transcription settings.

6. Click Save.

Enable voicemail transcription(click on link in the resources)

Prerequisite:

• Directory > Organization > Admin permission

• Enable Allow PII in Email Notifications for voicemail

Include written transcriptions of voicemails in email notifications for voicemails. The transcriptions within an email apply only to Communicate or non-ACD voicemails. The transcriptions do not appear in the Genesys Cloud voicemail box.

1. Click Admin.

2. Under Account Settings, click Organization Settings.

3. Click the Settings tab.

4. Under Security & Compliance, enable Voicemail Notifications.

5. Enable Allow PII in Email Notifications and then turn the Voicemail Transcription toggle switch on or off:

   • ON — Enables voicemail transcription across the organization.

   • OFF — Disables voicemail transcription across the organization.

6. Click Save.

Notes:

• Genesys includes voicemail transcription minutes in its Genesys Cloud fair use policy. If you exceed the number of minutes included in the fair use policy, you are billed an overage charge.

• Users receive transcriptions in the language that they have selected for Genesys Cloud. For more information, see User settings.

• Voicemail transcription is not available in the FedRAMP region.

Manage Genesys Cloud embedding(click on link in the resources)

Restrict Genesys Cloud Embedding is an optional security setting that prevents external websites from embedding an instance of your Genesys Cloud org in an iframe. It combats “clickjacking,” a malicious technique that redirects a user to a website under the attacker’s control. The malicious website impersonates the victim’s website by embedding it within an iframe element.

Warning: Enabling this feature makes unusable any Genesys Cloud application or integration that embeds Genesys Cloud into an iframe, whose domain does not appear in Allowed Embeddable Domain(s) box.

Configure Genesys Cloud to allow iframes for the legitimate domains with which your organization works. If you do not add these domains, integrations such as Genesys Cloud for Salesforce, Genesys Cloud for Zendesk, Genesys Cloud for Chrome, Genesys Cloud for Firefox, and Genesys Cloud Embeddable Framework will not work. For more information, see Manage Genesys Cloud embedding with the Genesys Cloud embedded clients.

Using deceptively crafted style sheets, iframes, and text boxes, clickjacking makes users think they are interacting with the genuine web application, when they are actually interacting with an invisible iframe controlled by an attacker.

The malicious site monitors actions performed by the user and may use transparent or opaque layers to trick a user into clicking a button or link that appears to be legitimate. By “hijacking” user clicks, an attacker can route the user to a different page, application, or domain. Keystrokes can be hijacked using similar techniques. A clickjacking victim can inadvertently pass credentials or other information to an attacker.

To restrict Genesys Cloud embedding:

By default, Restrict Genesys Cloud Embedding setting is not enabled in your Genesys Cloud organization. Before enabling the Restrict Genesys Cloud Embedding setting, add any domains who can legitimately iframe your Genesys Cloud org in the Allowed Embeddable Domain(s) box. If you do not add these domains, then integrations and embedded clients do not work.

1. Click Admin.

2. Under Account Settings, click Organization Settings.

3. Click the Settings tab.

4. Scroll to the Security & Compliance section.

5. In the Allowed Embeddable Domain(s) box, add the name of any domains that legitimately iframe your Genesys Cloud org. The table below lists domains that each Genesys Cloud embedded client must be able to access. Use wildcards to include subdomains. Enter each domain entry on its own line. You can add up to 10 domain entries to this list.

Genesys Cloud embedded client

Domain

Genesys Cloud Embeddable Framework

Parent domain

Genesys Cloud for Chrome

chrome-extension://onbcflemjnkemjpjcpkkpcnephnpjkcb

Genesys Cloud for Firefox

moz-extension://*

Genesys Cloud for Salesforce

*.salesforce.com, *.force.com

Genesys Cloud for Zendesk

*.zendesk.com, *.zdusercontent.com

Genesys Cloud for Microsoft Teams

*.teams.microsoft.com, *.skype.com

6. Enable the Restrict Genesys Cloud Embedding setting and add domains. The system displays a warning to remind that this feature, when enabled, could make integrations and apps unusable if the list of allowed domains is empty or invalid.

×Warning: Enabling this feature could cause Genesys Cloud integrations, Genesys Cloud apps, and any other application or integration that uses an iframe to load in Genesys Cloud, whose domain is not listed in Allowed Embeddable Domain(s), to be unusable.

7. Click Save.

Important: When you enable or disable Restrict Genesys Cloud Embedding, users must log out and log back in to their embedded clients.

Technical Notes

When Restrict Genesys Cloud Embedding is on, Genesys Cloud uses the Content Security Policy (CSP) frame-ancestors directive to restrict which domains can embed an instance of Genesys Cloud using <frame>, <iframe>, <object>, <embed>, or <applet> elements. For a list of compatible browsers, see CSP:frame-ancestors at Mozilla Developer Network web documentation.

When the feature is turned on, users must log out and log in, to obtain a new cookie that applies security headers to HTML requests. When the feature is turned off, the Auth API will delete their cookie at the next login.

Reset an agent’s routing score after presence changes(click on link in the resources)

Prerequisites

The following permissions:

• Routing > Settings > Edit

• Routing > Settings > All Permissions

As an administrator, you can specify that all queue routing methods use changes in an agent’s presence to reset the ACD routing score.

With each presence change, the agent’s internal routing score resets, placing the agent at the back of the queue. When the agent logs in and goes on queue, their score resets and the counter begins running to determine when the next interaction routes to them.

As a result, interactions route to the agent that is in idle or available status for the longest amount of time. By default, interactions route based on the time since an agent’s last interaction.

To reset an agent’s routing score after presence changes:

1. Click Admin.

2. Under Account Settings, click Organization Settings.

3. Click the Settings tab.

4. Under Contact Center, enable Routing Includes Agent Presence.

5. Click Save.

Restore previous presence for agents who disconnect and then reconnect to Genesys Cloud(click on link in the resources)

Prerequisites

• Presence > Settings > View permission

• Presence > Settings > Edit permission

By default, the users who reconnect to Genesys Cloud within 1 minute after an unexpected disconnect automatically return to their most recent presence state. Administrators can configure the time frame between 1 minute and 1440 minutes to return user presence to the most recent state when they reconnect to Genesys Cloud. Administrators can also return the reconnecting users to their on-queue presence. This capability applies to all users within the organization.

To configure the time frame for renewing the user’s presence to their prior state:

1. Click Admin.

2. Under Account Settings, click Organization Settings.

3. Click the Settings tab.

4. Under the Contact Center section, enable the Renew Presence on Reconnect toggle switch.

5. In the Time Frame for Reconnect, enter the time between 1 minute and 1440 minutes.

Note: If the user reconnects to Genesys Cloud after the specified time frame, the user’s presence is set to Available.

1. (Optional) To renew the on queue statuses of all users, enable the Renew On Queue Connections toggle switch.

2. Click Save.

Route email to multiple destinations(click on link in the resources)

Prerequisites:

• Admin role

Define whether an inbound email with multiple recipients that belong to multiple destinations such as queues or flows, must be routed to all the destinations in the email.

1. Click Admin.

2. Under Account Settings, click Organization Settings.

3. Click the Settings tab.

4. Under Contact Center, enable Route Email to multiple destinations.

5. Click Save.

When you enable this option, the system creates an interaction for each recipient in the email and routes the interaction to a queue or flow. For example, if an email from a customer includes sales@example and service@example.com, it routes to two separate queues and creates two separate interactions. The agents in the corresponding queues can see the email recipients and they can reply to them. When they reply to all of them, an email thread updates for the included interactions and the agents.

Email with multiple destinations goes through an Architect email flow, which uses the Email.Message.route.id field that allows them to make routing decisions within the flow. For more information, see Architect built-in variables.

Set an automatic inactivity timeout(click on link in the resources)

Prerequisite:

• Directory > Organization > Admin permission

Administrators can set Genesys Cloud to log out users automatically after a specified period of inactivity. When Genesys Cloud logs out a user due to inactivity, it changes their presence to Offline and displays a message to the user notifying them that they must log back in. After the user logs back in, they return to the same page they were on before Genesys Cloud automatically logged them out.

If a user is an agent and is On Queue, their routing status changes to Off Queue when they are logged out. To accept new interactions, agents must log in and go back On Queue. Also, when this setting is enabled, Genesys Cloud does not provide refresh token for code authorization.

The timeout applies to all members of an organization, works for both desktop and web app users, and works for organizations that use single sign-on (SSO). However, Genesys does not recommend the use of this feature for organizations that use an embedded client or a custom-developed client.

To enable the automatic timeout and set the amount of idle time before Genesys Cloud logs out a user, complete the following steps:

1. Click Admin.

2. Under Account Settings, click Organization Settings.

3. Click the Settings tab.

4. Click the Enable Inactivity Timeout toggle switch to on.

5. Enter in the amount of time, in minutes, that users can be idle before Genesys Cloud logs them off. The feature allows any amount of time between five minutes and eight hours (480 minutes).

Notes:

• Genesys Cloud determines activity by calls to the API. Even if the user is not typing or actively working with Genesys Cloud, the Genesys Cloud user interface can make a request on behalf of the user, for example, fetching data to keep the application up to date or saving application logs. Any request resets the idle timeout. The Genesys Cloud excludes the following API calls from resetting the timer:

  • api/v2/featuretoggles

  • api/v2/diagnostics/newrelic/insights

  • api/v2/diagnostics/trace

  • api/v2/integrations/clientapps

  • api/v2/users/me

• Organizations with HIPAA enabled automatically have a 15-minute inactivity timeout, even if the inactivity timeout is off. If the inactivity timeout is on, the maximum amount of time allowed for the timeout is 15 minutes.

• This feature provides an additional layer of functionality to help customers control costs and security implications for users who forget to log out when they leave stations. Genesys recommends that customers also use the supervisor feature to log out agents and extend training to the agents to enforce best practices to log out. It is the user’s responsibility to log themselves out.

Set Genesys Cloud password requirements(click on link in the resources)

Prerequisites

• Admin role

This procedure explains how to configure Genesys Cloud password requirements. If you want to disable Genesys Cloud login and use a single-sign-on (SSO) provider instead, see Configure Genesys Cloud to authenticate with SSO only.

Notes:

• If you change your password requirements, with the exception of Password Expiration, existing users are not affected until they change their passwords.

• If a user enters a password that doesn’t fit your organization’s minimum and maximum requirements, the user receives an error message.

• The maximum length for a password is 400 characters.

• Genesys Cloud protects accounts from password-guessing scripts and other abusive behavior by locking out accounts after six unsuccessful consecutive login attempts. The lockout duration is five minutes.

1. Click Admin.

2. Under Account Settings, click Organization Settings.

3. Click the Authentication tab.

4. Configure the fields.

Edit this field…

To set…

Minimum Length

Minimum number of characters.

Note: The default minimum length for a password is 8 characters, including a default minimum of:

• 1 lowercase letter

• 1 uppercase letter

• 1 number

• 1 special character

Minimum Letters

Minimum number of letters. Use this field if you allow your users to use any combination of uppercase and lowercase letters.

Minimum Lower Case Letters

Minimum number of lowercase letters. Use this field if you want to require your users to use some lowercase letters.

Minimum Upper Case Letters

Minimum number of uppercase letters. Use this field if you want to require your users to use some uppercase letters.

Minimum Numerals

Minimum number of numbers.

Minimum Special Characters

Minimum number of special characters.

Allowable characters: !”#$%&'()*+,-./:;<=>?@[\]^_`{|}~

Password Expiration

Length of time in days before a password expires.

Notes:

• When you change this value, the change goes into effect immediately and affects all existing passwords.

• Any existing passwords that are older than the number of days you specify must be changed immediately.

• When a user’s password expires, that user must reset their password before they can log in to Genesys Cloud.

• If a user is logged in when their password expires, they will remain logged in. However, after they log off, the user must reset their password in order to log back in.

Minimum Age

Length of time in seconds before a user can change a password.

Set the maximum interaction data retention time(click on link in the resources)

Prerequisites

• Analytics > DataRetention > Edit

• Analytics > DataRetention > View

• Recording > Recording > View

When the maximum interaction data retention time is set, Genesys Cloud interaction data will not be retained longer than the set retention time. Genesys Cloud interaction data refers to interaction data and its respective recording. For more information, see Retention period for analytics data and recording.

If the maximum interaction data retention time is never set, the default retention periods listed in the Retention period for analytics data and recording article will apply.

Important:

• The default value for the maximum interaction data retention time is null. After you set the maximum interaction data retention time, you can change the value to a shorter or longer duration, but you cannot change the value back to null.

• When you increase the interaction data retention time, any existing recordings will still have the retention period set to the original value. If you want to increase the retention period for any existing recordings, you must use the Recording bulk job API.

• If historical interactions were configured with a deletion date beyond the maximum interaction data retention time you are trying to set, you will be notified of this conflict and you will not be able to set the intended time period. To delete historical interactions, you must first shorten the deletion dates for all existing interactions to a time period within their respective maximum interaction data retention time. To do this in bulk, see Recording bulk job API.

• If QM policies were configured with a retention period longer than the maximum interaction data retention time you are trying to set, you will be notified of this conflict and you will not be able to set the intended time period. You must first update these QM policies by shortening their retention period so that it is within the maximum interaction data retention time.

To set the maximum interaction data retention time:

1. Click Admin.

2. Under Account Settings, click Organization Settings.

3. Click Settings.

4. Under Security & Compliance, enter the number of days in the Maximum Interaction Data Retention Time field.

5. Click Save.

Set the maximum voicemail length(click on link in the resources)

Prerequisites:

• Directory > Organization > Admin permission

Administrators can set the maximum voicemail recording length for all users in their organization.

1. Click Admin.

2. Under Account Settings, click Organization Settings.

3. Click the Settings tab.

4. In the Maximum Voicemail Length field, enter in the number of minutes. You can set the voicemail length to a minimum of three and maximum of 15 minutes. Default length is three minutes.

5. Click Save.

Notes:

• The .wav files for longer voicemail messages can exceed 10 MB. If a voicemail message causes the email notification exceed 10 MB, Genesys Cloud does not attach the recording. Instead, you receive a message that the attachment is too large. You can listen to the voicemail in your inbox. For more information, see Enable voicemail notifications and Open and play a voicemail.

• For information about how the Architect default voicemail flow collects voicemail snippets, see Voicemail collection in the Architect default voicemail flow.

Strip skills from voice interactions on blind transfers by agents(click on link in the resources)

Prerequisites

The following permissions:

• Routing > Settings > Edit

• Routing > Settings > All Permissions

As an administrator, you can configure voice interaction blind transfers so that the system removes all skills from agent requirements. When an agent makes a blind transfer to a different queue, the required agent skills are removed. The agent can then pick up the transferred interaction in the targeted queue, even if the second agent does not have the same skills as the previous agent. Stripping skills from the agent requirements prevents interactions from getting stuck and abandoned.

To remove skills from blind transfers:

1. Click Admin.

2. Under Account Settings, click Organization Settings.

3. Click the Settings tab.

4. Under Contact Center, enable Strip Skills on Blind Transfer.

5. Click Save.

Note: The system always preserves the language skill.

Turn off file uploading in internal chats(click on link in the resources)

Prerequisites

• Admin role

Users can exchange files in Genesys Cloud by uploading them to internal chat sessions or workspaces in Documents.

Genesys Cloud does not scan files for viruses or malware; it only transfers them. Customers who share files are responsible for implementing adequate client-side anti-virus/anti-malware measures. For more information, see Malware and antispam protection best practices.

Some customers or partners may have the ability to upload files without first scanning them for viruses and malware, as a security vulnerability. In line with this concern, a Genesys Cloud administrator can disable file uploading in chat at the organization level. In addition, a Genesys Cloud administrator can withhold a permission to prevent users from using Documents. See Documents roles and permissions.

To disable file uploading in chat for your org:

1. Click Admin.

2. Under Account Settings, click Organization Settings.

3. Click Settings.

4. Under Security & Compliance, set Disable Chat File Uploads to ON. This prevents all users in your org from attaching files to the body of an internal chat. This option is applicable only to internal chat.

1. Click Save.

Turn off geolocation detection(click on link in the resources)

Prerequisites

• Admin role

Turn geolocation detection on or off across the organization. Geolocation detection automatically displays users’ geolocation information for users who choose to share their current geolocation. When you turn off geolocation detection, Genesys Cloud does not display geolocation information for any users in the organization.

1. Click Admin.

2. Under Account Settings, click Organization Settings.

3. Click the Settings tab.

4. Turn the Geolocation Detection toggle switch on or off:

   • ON — Enables geolocation detection across the organization.

   • OFF — Disables geolocation detection across the organization.

5. Click Save.

Turn off voicemail PIN(click on link in the resources)

Prerequisites

• Admin role

Turn off the requirement that organization members must enter a PIN to access voicemail.

1. Click Admin.

2. Under Account Settings, click Organization Settings.

3. Click the Settings tab.

4. Set the Voicemail PIN setting:

   • ON — Requires organization members to use a PIN to access their voicemail.

   • OFF — Allows organization members to access their voicemail without a PIN.

5. Click Save.

Turn on free seating(click on link in the resources)

Prerequisites

• Admin role

To place or receive calls, a user must select a station every time they log in. Free seating controls whether Genesys Cloud retains a user’s selected phone when the user is not using it. When free seating is turned on, Genesys Cloud automatically releases a user’s phone for use by another user when the user logs off.

1. Click Admin.

2. Under Account Settings, click Organization Settings.

3. Click the Settings tab.

4. Move the Free Seating switch to the desired setting:

   • ON — Enables free seating across the organization.

   • OFF — Disables free seating across the organization.

View your security and compliance settings(click on link in the resources)

Prerequisites

• Admin role

1. Click Admin.

2. Under Account Settings, click Organization Settings.

3. Click the Settings tab.

4. Under Security & Compliance, view your compliance settings.

   • The HIPAA setting enables compliance with the Health Insurance Portability and Accountability Act (HIPAA). If your organization requires a HIPAA compliant Genesys Cloud organization, this toggle must be on. For more information, see HIPAA compliance.

Note: If you enable the HIPAA setting, Genesys Cloud automatically disables the Allow PII in Email Notifications setting. Depending on your voicemail settings, users may still receive notifications without PII.

1. • The PCI DSS setting enables compliance with the Payment Card Industry Data Security Standard (PCI DSS) for handling payment cardholder data. If your organization requires a PCI compliant Genesys Cloud organization, this toggle must be on. For more information, see PCI DSS compliance.

   • The Voicemail Notifications setting enables Genesys Cloud to send email notifications when callers leave voicemail.

     • The Allow PII in Email Notifications setting determines whether the email notifications for voicemail contain personally identifiable information. To hide PII, disable this option.

   • The Fax Notification setting enables Genesys Cloud to send email notifications when faxes arrive.

     • The Allow PII in Email Notifications setting determines whether the email notifications for faxes contain personally identifiable information. To hide PII, disable this option.

   • The Sensitive Data Redaction for Payment Cards setting enables Genesys Cloud to redact PCI DSS entities from call recordings or voice transcripts when voice transcription or topic spotting is enabled for an interaction. This option is available only if you use Speech and Text Analytics in Genesys Cloud. Users with the Recording > Recording > ViewSensitiveData permission can access the original recording and view the transcript unredacted. For more information, see Enable automatic redaction of sensitive information.

   • The Sensitive Data Redaction for Personal Information setting enables Genesys Cloud to redact Personally Identifiable Information (PII), such as name, username, email address, password, phone number, and location from call recordings or voice transcripts when voice transcription or topic spotting is enabled for an interaction. Users with the Recording > Recording > ViewSensitiveData permission can access the original recording and view the transcript unredacted. For more information, see Enable automatic redaction of sensitive information.

2. To enable HIPAA or PCI DSS compliance, contact Genesys Cloud Support.

• User Profiles

• User Permissions

• Roles and Access Control

Add a field to the profile configuration(click on link in the resources)

Note: When you create a custom profile field, you cannot delete it from Genesys Cloud. You can only disable it so that users cannot see or use it. With Admin permissions, you can re-enable disabled fields at any time.

1. Click Admin.

2. Under Directory, click Profile Fields. The Profile Fields page appears.

3. Click the section that you want to contain the new field.

4. Click Add Field.

Note: This button is available only if fields are available for you to add.

1. In the Field Details tab, click an option from the Field Type menu:

   • Text — Creates a field where you enter text values, like the Name and Biography fields.

   • Tag — Creates a field where you enter searchable tags, like the Skills and Certifications fields.

6. Under Configuration, do the following depending on the selection in the previous step:

For this field type…

Do the following…

Text

Enter the maximum number of characters allowed in the new field in the Maximum Length field.

Tag

1. Enter the maximum number of characters allowed for each tag in the Maximum Tag Length field.

2. Enter the maximum number of tags allowed in the field in the Maximum Tag Count field.

7. Click the Field Labels tab and add user-facing text for the new field in all applicable languages:

1. • Field Name — Provides the name of the field.

   • Instruction Text — Provides the text that displays when you hover over the help icon next to the field name in edit mode.

2. Click Save.

Note: After you save a field, you cannot change the field type or field configuration settings.

Add a section to the profile configuration(click on link in the resources)

Important: Profile sections cannot be deleted. Make sure that changes to the profile configuration have approval from your organization.

1. Click Admin.

2. Under Directory, click Profile Fields.

3. Click Add Section.

4. Add user-facing text for the new section in all applicable languages:

   • Section Name — The name of the section.

   • Instruction Text — The text that appears when you hover over the help icon next to the section name.

5. Click Done.

6. From the Profile Fields page, click Save.

Copy and customize an existing role(click on link in the resources)

1. Click Admin.

2. Under People and Permissions, click Roles/Permissions.

3. Find a role similar to the role you want to create.

4. Click More and from the menu that appears, click Copy Role.

5. Edit the role name and optional description.

6. Click the Permissions tab to assign permissions to the role:

   1. Under Permissions, click to expand a category.

   2. Next to each permission to add, enable the check box.

7. Click Save.

Create a new role(click on link in the resources)

1. Click Admin.

2. Under People and Permissions, click Roles/Permissions.

3. Click Add Role.

4. Enter a name and optional description in the fields.

5. Click the Permissions tab to assign permissions to the role:

   1. Under Permissions, click a category to expand it.

   2. Next to each permission to add, enable the check box.

6. Click Save.

Disable fields in the profile configuration(click on link in the resources)

Note: You cannot delete fields from Genesys Cloud profiles. You can disable some profile fields so that they do not appear to users.

Genesys Cloud profiles provide information about users. Core functionality requires some fields, but others are optional. To prevent users from editing optional fields, you must disable them.

1. Click Admin.

2. Under Directory, click Profile Fields.

3. Click the section that contains the field so that the field is visible on the right.

4. From the Edit Field menu, click Disable Field.

Note: You cannot disable fields that do not have the Edit Field option.

1. To confirm this action, click Yes when prompted.

Enable fields in the profile configuration(click on link in the resources)

To enable profile fields, do the following:

1. Click Admin.

2. Under Directory, click Profile Fields.

3. To view disabled fields, select the Display disabled field check box. This check box only appears when you have disabled fields.

4. “Field disabled” appears next to disabled field names.

5. To enable a disabled field, click Enable Field.

Rename a field in the profile configuration(click on link in the resources)

1. Click Admin.

2. Under Directory, click Profile Fields.

3. Click the section that contains the field that you want to rename. The fields appear in the right column.

4. Click Edit Field.

5. Click the Field Labels tab.

6. Enter the new name in the Field Name field for all applicable languages.

7. Press Enter.

8. Click Save.

Rename a section in the profile configuration(click on link in the resources)

1. Click Admin.

2. Under Directory, click Profile Fields.

3. To the right of the section name, click Edit.

4. In the Section Name field, enter the new name.

5. Click Done.

6. At the bottom of the page, click Save.

Reorder fields in the profile configuration(click on link in the resources)

1. Click Admin.

2. Under Directory, click Profile Fields.

3. Click the section that contains the field so that the field is visible on the right.

4. Hover the mouse pointer over the up and down arrow until the cursor becomes Move.

5. Click Move and drag the field into a new position.

Reorder sections in the profile configuration(click on link in the resources)

1. Click Admin.

2. Under Directory, click Profile Fields.

3. Hover the mouse pointer over the up and down arrow until the cursor becomes Move.

4. Click Move and drag the section to a new position.

• Create & Configure Queues

• Utilization & Canned Responses

• Create Wrap-Up Codes & Agent Scripts

• Email, Response Assets, Widgets, Analytics, & Panel Manager

Add a knowledge base(click on link in the resources)

1. Access the knowledge workbench from the link provided by your administrator.

2. Create a new knowledge base or open an existing one.

3. Click Create Article.

4. Click Add Question And Answer. The Create a Question and Answer dialog opens.

5. Under Question, add the FAQ question.

6. (Optional) Under Category, do one of the following:

   • Select an existing question and answer category from the list.

   • Click Add New Category and under Category, enter a name for the new category.

7. (Optional) In the Alternative box, to add varieties of the original question do the following:

   • Click Add Alternate Question.

   • Under Alternate Questions, add another version of the question.

   • To add another alternative question, click Add and repeat step b.

8. In the Answer box, add the FAQ answer.

9. Click Create.

Import FAQs to the knowledge base

You can import a questions and answer file in CSV format.

1. Access the Knowledge Workbench from the link provided by your administrator.

2. Create a new knowledge base or open an existing one.

3. Click Import. The Import Knowledge dialog appears.

4. (Optional) To download a question and answer template and edit with your own information, click Download Knowledge Template.

5. Under Select a CSV file, click Browse.

6. Navigate to your .csv file and select the file.

7. Click Validate. The system checks for any errors in your file and returns a list of items to check before you continue.

8. If the validation check includes no errors, click Import. The system imports the question and answer pairs as individual FAQs.

You can now train and test your FAQs.\

Add phrases to a knowledge base V2 article(click on link in the resources)

Phrases are alternative ways of expressing the same intent. As the following example demonstrates, sometimes one answer is suitable for various questions.

Answer: “To see more details, log in with your username and password.”

• Question 1: “How do I see my account details?”

• Question 2: “Where can I find my balance?”

The knowledge base automatically learns more phrases to existing questions. However, you can add other phrases to an existing question and answer article, which accelerates the learning process and optimizes your knowledge base.

The original question and answer remains the same and is visible to your users. Adding more phrases teaches the knowledge base system to recognize other questions and return the same answer.

Add phrases to a knowledge base question and answer article

To add phrases to a question and answer article, follow these steps:

Notes:

• The minimum number of characters in a phrase is three.

• You can add an unlimited number of phrases to an article.

1. Access the knowledge workbench from the link provided by your administrator.

1. Under Knowledge, click Articles.

2. Create a new knowledge base or open an existing one.

3. Open an existing question and answer article or create a new one.

4. Under Set up the Question, click the Phrasings tab.

5. Under Phrase, add a phrase or sentence that represents another way that a user asks the primary question in the article.

6. Click Add.

7. To help a user complete the phrase by generating this phrase as a prediction of the intended question, enable the Autocomplete check box.

8. Do one of the following:

   • To save the article and continue working, click Save.

   • To save the article and close the knowledge base, click Save & Close.

Add a knowledge base(click on link in the resources)

1. Access the knowledge workbench from the link provided by your administrator.

2. Create a new knowledge base or open an existing one.

3. Click Create Article.

4. Click Add Question And Answer. The Create a Question and Answer dialog opens.

5. Under Question, add the FAQ question.

6. (Optional) Under Category, do one of the following:

   • Select an existing question and answer category from the list.

   • Click Add New Category and under Category, enter a name for the new category.

7. (Optional) In the Alternative box, to add varieties of the original question do the following:

   • Click Add Alternate Question.

   • Under Alternate Questions, add another version of the question.

   • To add another alternative question, click Add and repeat step b.

8. In the Answer box, add the FAQ answer.

9. Click Create.

Import FAQs to the knowledge base

You can import a questions and answer file in CSV format.

1. Access the Knowledge Workbench from the link provided by your administrator.

2. Create a new knowledge base or open an existing one.

3. Click Import. The Import Knowledge dialog appears.

4. (Optional) To download a question and answer template and edit with your own information, click Download Knowledge Template.

5. Under Select a CSV file, click Browse.

6. Navigate to your .csv file and select the file.

7. Click Validate. The system checks for any errors in your file and returns a list of items to check before you continue.

8. If the validation check includes no errors, click Import. The system imports the question and answer pairs as individual FAQs.

You can now train and test your FAQs.

Add labels to a knowledge base(click on link in the resources)

You can tag content in your knowledge base articles with labels. For more information, see Understand knowledge base V2 categories and labels.

Add a label

To add a label for your knowledge articles, follow these steps:

1. Click Admin.

2. Under Knowledge, click Categories & Labels.

3. Click the Labels tab.

4. Under Label name, type a meaningful name for the label.

5. Click the Label color list and select the appropriate color for the label.

6. Click Create label.

7. Repeat steps 4–6 for each additional label that you want to add.

Create a Canned Response Library(click on link in the resources)

Prerequisites

• Responses > All > All permission

Note: You can create up to 200 libraries.

1. Click Admin.

2. Under Contact Center, click Canned Responses

3. Click Manage Libraries.

4. Click Add Library.

5. In the Library Name box, type a descriptive name.

Note: Each library name can up to 256 characters.

1. Click Save.

Create responses(Click on link in the resources)

Prerequisites

• Responses > All Permissions

Note: You can create up to 200 libraries, and each library can have up to 200 responses.

To create a response, follow these steps:

1. Click Admin.

2. Under Contact Center, click Canned Responses.

3. Under Libraries, click the library where the response belongs.

4. Click Add Response.

5. In the Response Name box, type a meaningful name. Agents see this name.

6. The Library list already contains the library you selected in step 3. To specify a different library, click the library name from this list.

7. For a standard response, under Response Type, enable Standard. For more information about template messages, see Add a WhatsApp template message.

8. In the Content box, type the content of your message.

Notes:

1. • Remember that this response is part of a larger email or chat conversation. Leave out unnecessary details such as greetings or transition words.

   • To improve the readability of your canned responses, you can add formatting. For more information, see Format canned responses.

   • You can add an image to your response.

2. To create another response, enable the Create Another check box. The new response belongs to the same library by default. However, you can select a different library if necessary.

3. Click Save.

Use substitutions in responses

To use a substitution, place your cursor at the appropriate spot in your response, and under Insert Substitution, click the letter beside the substitution you want to add. When an agent uses the response, Genesys Cloud replaces the substitution with the correct information.

Add a wrap-up code(click on link in the resources)

1. Click Admin.

2. Under Contact Center, click Wrap-Up Codes.

3. Click Create Wrap-up Code. The Add Wrap-up Code dialog box opens.

4. In the Name box, enter a unique wrap-up code name.

5. Click Save.

Create a script(click on link in the resources)

Prerequisites

The following permissions:

• Scripter > Script > All

• Scripter > PublishedScript > Add

• Scripter > PublishedScript > View

1. Click Admin.

2. Under Contact Center, click Scripts.

3. Click Create.

4. Type a name for the script. A selection of script templates displays. Templates are complete or partially complete scripts that you can base your new script on. The selection of templates includes templates that other people in your organization create.

5. Choose one template. If you are unsure about which template to choose, click Default Inbound Script or Blank Script.

   • Blank Script—a blank script without any customizations.

   • Default Callback Script—the default script that pops for callbacks. Use this script if you did not specify another script in Architect to run in response to an in-queue callback action.

   • Default Inbound Script—the default script that pops for inbound calls.

   • Default Outbound Script—A default script for outbound dialing. This script contains a control for updating contact list fields. When you base a script on this template, you must select a contact list in the script’s properties. Otherwise, Scripter shows no edit fields.

The new script displays in the script editor.

1. To save the script, on the Script menu, click Save.
   Note: You must save a new script manually.

Note: If, while editing a script, you navigate away, the script editor preserves your unsaved changes. When you return, the script editor reloads your draft with unsaved changes in place. If you leave your computer and open your script on another computer or browser, the following message appears:

After six minutes this message disappears, and the script editor discards any unsaved changes.

The autosave feature is only available with scripts you have saved at least once.

Add a domain(click on link in the resources)

1. Click Admin.

2. Under Contact Center, click Email. The Domains Dashboard page opens.

3. Click Add Domain. The Add Domain page opens.

4. From the Domain Type list, select Custom.

5. Under Domain Name, type the fully qualified domain name.

6. Click Save. The email address page opens for the new domain.

7. Click Add email address and follow the instructions in the next section, Add email addresses to the domain.

Add email addresses to the domain(click on link in the resources)

To add email addresses to the domain, follow these steps:

1. Click Admin.

2. Under Contact Center, click Email. The Domains Dashboard page opens.

3. Click the domain name and then click Add Email Address. The Email Address Details page opens.

4. In the Email Address box, type the email address the customer uses to send an email.

5. In the From Name box, optionally type the agent, department, or organization name that appears to the recipient when a representative responds to an email.

6. In the From Email Address box, type the email address that the recipient sees when the agent responds to an email.

7. In the Reply To box, optionally type the email address that appears when a customer clicks Reply in response to an email from the Genesys Cloud agent.

8. Under BCC Recipients, type up to five email addresses that you want to blind copy to the email.

9. Under Email Routing, select to route all email, excluding email the system considers as spam, to a queue or a flow.

Note: For outbound email only, you can also select not to route to a queue or flow.

1. If you choose to route to a queue, do the following:
   
   

   1. Click the Queue list and choose the appropriate queue.

   2. To ensure that associated emails route to an agent with matching skills, in the Skills box add any ACD skills.

   3. To ensure that associated emails route to an agent with a matching language, click the Language list and choose a language.

   4. In the Priority box, optionally enter the email's priority.

2. If you choose to route to a flow, under Always route to this flow select a flow from the list.

3. (Optional) To configure how to route email that the system suspects is spam, under Spam Routing, do one of the following:

1. 1. Select Route spam email to this flow and then select a flow from the list.

   2. Select Disconnect all email that is detected as spam.

1. To apply an email signature automatically to the outbound email, select Use Email Signature.

Note: Agents cannot see the automatic email signature appended to their outbound emails. Inform the agents beforehand to avoid duplication of the email signature.

1. 1. To choose a signature that you created in Canned Response, select Signature. For more information, see Add an email signature response.

   2. To keep the agent signature before the email history and to allow agents to edit the email signature, select Insert signature in the editor before message history.

   3. Select the emails for which you want to apply the automatic email signatures. Set one of the following:

      • All Outbound Emails

      • Only the Initial Email

2. To include or exclude email history by default in your outbound emails, under Email History, set one of the following options:
   
   

o

1. • Always auto-include email history with each agent response

     • Never include email history with each agent's response

     • Let agents decide for each response

Note: Regardless of the setting, agents can see the email history on their email editor. However, the receiver of the email can view the history only if you or the agent includes the history in the email. All changes to this setting take immediate effect.

1. To allow agents to perform multiple actions such as forwarding and replying more than once on an email, click the Enable Multiple Actions option.

2. Click Save.

3. To add more email addresses, click Add Email Address and repeat the procedure.

Create a widget for web chat(click on link in the resources)

Prerequisites

• Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2 Digital, or Genesys Cloud CX 3 Digital license

• Widgets > Deployment > All or Web Chat > Deployment > All permission

Create a widget to allow you to add web chat to your website so that your customers can chat with agents directly from their web browsers. A deployment key created with each widget identifies your website’s configuration to Genesys Cloud. Use the deployment key when you add a widget to your website. For more information about adding the Version 1.0 and 1.1 widgets and deployment key to your website, see Web chat. For more information about adding Version 2 widget and deployment key to your website, see Widget – Version 2.

You can create multiple widgets for different purposes. For example, you could create a widget to track a customer’s journey on your website and even prompt them to start a chat with Predictive Engagement. You could also create a widget that requires users to authenticate with your site before they can contact an agent by using authenticated chat. Then create another widget to allow anonymous users to ask general questions.

Genesys Cloud supports three different types of widgets. Choose which type of widget to use based on your needs:

• Version 2: Supports Predictive Engagement. Optimized for mobile browsers. Allows customization options.

• Version 1.1: Supports authenticated chat and HTTP chat APIs. Does not support Predictive Engagement.

• Version 1.0: Supports authenticated chat, screen sharing, and co-browse. Does not support Predictive Engagement.

• Third Party: Support for web chat widgets not developed by Genesys. Does not support Predictive Engagement.

For more information about the differences between the different widget types, see Widget feature comparison.

To create a widget, see the appropriate section for the type of widget you want to create.

Version 2

1. Click Admin.

2. Under Contact Center, click Widgets.

3. Click Create Widget.

4. Enter a Name and Description for the deployment.

5. Select Version 2.

6. (Optional) Specify the domain(s) from which to initiate web chat:

   1. Click Add Domain.

   2. Enter an allowed domain, for example, https://www.example.com.

   3. Click Add.

   4. Repeat a through c for each domain you want to allow.

Note: If you do not specify one or more domains, all domains are allowed.

1. (Optional) To connect the widget to a chat flow, search for and select a chat flow under Route to Flow. For more information, see Inbound chat flows overview.

2. Click Save.

Notes:

• Version 2 widgets are always active. You cannot deactivate them.

• To ensure full feature functionality supported for Version 2 widgets, use the most recent script version in the Developer Center. For more information, see Widget – Version 2 in the Developer Center.

Version 1.1

1. Click Admin.

2. Under Contact Center, click Widgets.

3. Click Create Widget.

4. Enter a Name and Description for the deployment.

5. Select Version 1.1.

6. To require users to authenticate with your website before they can start a web chat, enable Require Authentication.
   If you enable Require Authentication, the Authentication URL box appears and you must specify the URL of the web service that makes signing requests to Genesys Cloud. For examples in GitHub, see Authenticated web chat server examples.

7. To specify how the web chat interface looks on your website, choose a Chat Appearance option:

   • Basic: This option provides you with a simple interface.

   • Modern: This option provides you with an interface that has a more contemporary look and feel.

Basic

Modern

1. (Optional) To connect the widget to a chat flow, search for and select a chat flow under Route to Flow. For more information, see Inbound chat flows overview.

2. Click Save.

By default, Genesys Cloud activates widgets when you create them.

To deactivate a Version 1.1 widget, a website developer must first set up the configuration, following the example provided for web chat schedules. Then click the Widget is Activated switch in the widget configuration screen.

Version 1.0

1. Click Admin.

2. Under Contact Center, click Widgets.

3. Click Create Widget.

4. Enter a Name and Description for the deployment.

5. Select Version 1.0.

6. To require users to authenticate with your website before they can start a web chat, enable Require Authentication.
   If you enable Require Authentication, the Authentication URL box appears and you must specify the URL of the web service that makes signing requests to Genesys Cloud. For examples in GitHub, see Authenticated web chat server examples.

7. To specify how the web chat interface looks on your website, choose a Chat Appearance option:

   • Basic: This option provides you with a simple interface.

   • Modern: This option provides you with an interface that has a more contemporary look and feel.

Basic

Modern

1. Click Save.

By default, Genesys Cloud activates widgets when you create them.

To deactivate a Version 1.0 widget, a website developer must first set up the configuration, following the example provided for web chat schedules. Then click the Widget is Activated switch in the widget configuration screen.

Third Party

Notes:

• If you choose to use a third party widget, you must build your own widget.

• Third party widgets do not have custom options, such as the ability to deactivate the widget or change the chat appearance.

1. Click Admin.

2. Under Contact Center, click Widgets.

3. Click Create Widget.

4. Enter a Name and Description for the deployment.

5. Select Third Party.

6. (Optional) Specify the domain(s) from which to initiate web chat:

   1. Click Add Domain.

   2. Enter an allowed domain, for example, https://www.example.com.

   3. Click Add.

   4. Repeat a through c for each domain you want to allow.

Note: If you do not specify one or more domains, all domains are allowed.

1. (Optional) To connect the widget to a chat flow, search for and select a chat flow under Route to Flow. For more information, see Inbound chat flows overview.

2. Click Save.

Create and configure queues(Click on link in the resources)

Prerequisites

• Routing Queue Add, Edit, Delete, Join, and View

• Routing Queue Readonly

• Routing Queue Member Manage

• Architect UI View

The following permissions are required to edit or view prompts in Architect (for whisper audio)

• Architect UserPrompt View

• Architect UserPrompt Edit

The following permission is required for agents to request for after call work when the setting is Agent Requested

• Conversations Settings View

Queues are the “waiting lines” of interactions. Agents select the On Queue status to enter their predefined queues. Contact center queue settings include creating and managing queues for voice and chat channels for the entire organization.

Notes:

• An organization can add up to 5000 queues.

• Membership is limited to 5000 members per queue.

• Each queue name must be unique. You cannot duplicate a queue name.

• A queue name cannot contain asterisks.

Create and configure queues for voice, chat, email, callback, and social expression channels for the entire organization from the Admin Contact Center Queues page.

Collapse All

Create a queue

1. Click Admin.

2. Under Contact Center, click Queues. The Manage Queues page opens.

3. Click Create Queue.

4. In the Name box, type a name that is unique to the queue.

5. In the Peer Id, type a unique ID that can be used to identify the queue from an external platform. Peer Id is most commonly used to synchronize queues from an external platform in an organization using the Genesys Cloud EX product. For more information, see Genesys Cloud EX.

Note: Once created, the peer Id cannot be updated.

1. Click the Division list and follow these steps:

Note: If you do not type anything in the search list, the first 10 divisions appear by default.

1. 1. Begin typing the first few letters of the division in which you want to place the queue.

   2. To locate the required division, scroll through the list of available divisions.

   3. Select the appropriate division from the list.

2. To copy the configuration and membership from an existing queue, under Copy settings and members from, search for and select an existing queue.

Note: You can edit the new queue's membership and settings after you copy the existing configuration.

1. Click Save. The queue configuration opens to the General tab.

Configure after call work (ACW) settings

Configure after call work settings

Select the after call work option:

1. Click the After Call Work list and select whether after call work is:

   • Optional: This option allows agents to opt out of selecting a wrap-up code after a call. This feature is useful if your organization does not use wrap-up codes and your agents do not need after call work time.

   • Mandatory, Discretionary: This option enables agents to choose how long to remain in ACW status. In this case, they will set their status back to available when they complete after call work.

Note: If you choose Optional or Mandatory, Discretionary, the interaction closes only when the agents manually end the interaction after it moves to ACW. If an agent logs off or closes the browser without ending an interaction that is currently in ACW, the interaction does not wrap up. To force wrap up to such interactions, configure the End Interactions Automatically when Agents Logoff organization-level setting. The interactions close with a system wrap-up code, ININ-SYSTEM-LOGOUT. For more information, see Enable communication level after call work.

1. • Mandatory, Time-boxed: This option sets the maximum amount of time that agents remain in the ACW state to complete after call work. If they finish after call work early, they can change status to receive new interactions, or automatically become available at the end of the time specified.

   • Mandatory, Time-boxed no early exit: This option prevents agents from setting themselves back to available if they complete after call work early. They remain in ACW status and automatically return to available status at the end of the time-out period. This feature is useful to give agents a "cool down" period between interactions.

   • Agent Requested: This option needs agents to specifically make a request for after call work before they disconnect the interaction.

Note:

For agents to view the option to request ACW, you must enable Enforce Communication Level After Call Work (ACW) and grant agents the Conversations Settings View permission. For more information, see Enable communication level after call work.

1. • • If agents request ACW: After the interaction disconnects, they move to ACW status for the time period set on the queue and experience the same process as Mandatory, Time-Boxed ACW.

     • If agents do not request ACW: After the interaction disconnects, they move to an idle state and become available for the next interaction in the queue. The agents can no longer go into ACW.

     • Agents can save the wrap-up codes and notes that they select during an interaction only if they request for ACW time and enter the ACW period after the interaction ends. If the agents do not request for ACW, they cannot save the notes or wrap-up codes.

2. (Applicable only to Mandatory, Time-boxed, Mandatory, Time-boxed no early exit, and Agent Requested settings) In the After Call Work Timeout (Seconds) field, set the time that the agents have for after call work before they receive more interactions. The maximum number that you can enter here is 900 seconds. This timeout period applies only to voice interactions. To apply the timeout period to other channels such as chat, email, message, and callbacks, enable Enforce Communication Level After Call Work (ACW). For more information, see Enable communication level after call work.

Note: If an interaction (assigned to an agent in a queue that has ACW configured and requires a wrap-up code to be selected) is direct transferred to another user, and if the receiving agent is not the member of a queue and does not have permissions to assign wrap-up codes, the agent will still have ACW time for their segment of the interaction and will still have to select a wrap-up code from the list available in the queue for the previous segment.

Note: Agents usually assign wrap-up codes during after call work. If agents do not assign a wrap-up code before the specified time expires, Genesys Cloud assigns the default ININ-WRAP-UP-TIMEOUT wrap up code. In some circumstances, outbound dialing assigns wrap-up codes. These codes appear in exported contact lists or conversation events. For more information, see Wrap-up codes assigned by outbound dialing. Genesys recommends that you do not use the Agent requested option in outbound dialing because it allows agents to skip after call work that may result in outbound campaigns performing inaccurately.

Enable manual assignment

To enable manual assignment for a queue from the General tab, enable the Enable Manual Assignment check box. For more information about assigning interactions in a queue, see Manually assign waiting interactions.

Enable auto answer

To enable manual assignment for a queue from the General tab, enable Auto answer. This enables auto answer for all channels. For more information, see Auto answer incoming interactions.

Specify routing method

For more information about how Genesys Cloud uses routing methods to determine how to match interactions and agents, see Evaluation and routing methods.

Choose the routing method

1. Click the Routing tab.

2. Under Scoring Method, choose how to score the waiting interactions for ranking. In an interaction surplus scenario, when an agent becomes available, the interaction with the highest rank routes first, based on the routing method and evaluation method that you specify.
   
   

   • Conversation score - A combination of time in queue (in minutes) plus or minus a priority value (in minutes). For example, if a call waits in a queue for 5 minutes and has a priority of 10, the conversation score is 15. This value increases by one for each minute of wait time or increases if the priority value updates to something higher.

   • Priority score - The priority value assigned by Genesys Cloud.

Note: When different queues have different scoring methods, Genesys Cloud first routes the interactions in queues that have the priority score method set.

You can view the priority of an interaction on the Interaction panel. For more information, see Queues Activity Detail view.

1. Under Routing Method, select which routing method you want to use:

   • Standard routing (default)

   • Predictive routing

   • Bullseye routing

   • Preferred agent routing

   • Conditional group routing

2. Follow the instructions below for your selected routing method.

Configure standard routing

1. Under Evaluation Method, select the method by which to match interactions and agents:

   • All skills matching

   • Best available skills

   • Disregard skills, next agent (The agent with the longest time since last interaction.)

2. Click Save.

Configure predictive routing

Predictive routing currently supports voice, email, and asynchronous message interactions. By default, all threaded emails and messages that occur within 72 hours of the first exchange are forwarded to the agent who last handled the email interaction.

For more information about predictive routing, see Predictive routing overview.

1. In the Key Performance Indicator box, click the KPI to optimize.

2. In the Predictive Routing Timeout box, type the timeout period (from 12-259,200 seconds or 72 hours).

3. Select one of the following predictive routing modes:

To run comparison testing, where some interactions process using predictive routing and the rest by the selected baseline routing method:

1. Click Run in Comparison Test Mode.

2. In the Predictive Routing Comparison Test pane, click the routing method to test against predictive routing.

3. Configure the alternative routing method using the instructions in this article for the method that you chose.
   For more information about comparison testing, see Test predictive routing for your queues.

To use predictive routing for all interactions that the queue processes:

Click Use for All Queue Interactions.

To route interactions using predictive routing 80% of the time and the selected baseline routing method 20% of the time:

1. Click Ongoing Value Monitoring.

2. In the Ongoing Value Monitoring pane, click the routing method to compare against predictive routing.

Notes:

1. • Selecting this option allows you to measure the ongoing benefit of predictive routing. Genesys recommends that you run ongoing value monitoring for at least a few months. Changing to another mode prematurely may interfere with the evaluation.

   • You cannot change the 80:20 time split ratio.

   • For more information about measuring the ongoing benefit, see Monitor ongoing value of predictive routing.

1. To use workload balancing with predictive routing, set Workload Balancing to On.

2. To compare the existing occupancy rate with desired occupancy values and then balance the workload, select Set agent occupancy threshold and set the minimum and the maximum values in the slider. Occupancy percentages appear in the Agents Status Summary view. This option ignores the agent wait time.

3. To use skill matching with predictive routing, set Skill Matching to On.

4. Under Timeout Routing, click the evaluation method to use when an interaction reaches the predictive routing timeout period and requires a fallback routing method. The fallback method is always standard routing.

5. Click Save. The Queue list page appears, showing Predictive [Processing...] in the Routing Method column. For more information about the processing phase, see The KPI processing phase.

Configure bullseye routing

Genesys Cloud offers two ways to define bullseye routing rings. First, define up to five rings with the appropriate delays between each ring. Next, perform one of the following steps:

• Option 1: Save your changes and from the Members tab assign specific users or groups to each ring. To ensure compatibility with WEM forecasting and scheduling, you can manage expansion by creating skill expression groups defined with the same skills but with varying levels of proficiency.

• Option 2: From the Routing tab, add the skills to be removed from routing consideration in each ring.

For more information on bullseye routing, see Advanced routing overview.

Option 1: Configure bullseye routing by assigning specific users or groups to each ring

1. Define up to five rings with the appropriate delays between each ring.

2. Click Save & Continue.

3. Click the Members tab.

4. To add users to a bullseye routing ring,

   1. Click the Users tab.

   2. Click Add User.

   3. Search for the required user using the search filters.

   4. To add the user or users to the queue, click Add Selected.

5. To add groups to a bullseye routing ring, perform these steps:

   1. Click the Groups tab.

   2. Click Add Group.

Note: If you are configuring the queue for WEM forecasting and scheduling, add skill expression groups.

1. 1. Select to search for one of these group types:

      • Groups only

      • Skill groups only

      • Work teams only

   2. In the Enter a name box, begin typing the first few letters of the group and select the appropriate match from the results.

   3. To add the group or groups to the queue, click Add Selected.

   4. Under Bullseye Ring Number, select the ring to which to associate the group.

   5. Repeat steps b–f to add more groups to the queue.

2. To remove a user or group from the bullseye ring, under Action click X next to the member or group name.

Option 2: Configure bullseye routing by removing skills from routing consideration

1. Define up to five rings with the appropriate delays between each ring.

2. In the Time Interval box, type the number of seconds to wait before passing the call to the next consecutive ring.

3. In the Skills to remove on exit box, click the X next to the skill or skills you want to remove from the selected agents if the exact target is not available to receive the interaction.

Note: The maximum number of skills that you can remove on a single bullseye ring is 50.

1. To expand the pool of available agents if Genesys Cloud finds no match in the first ring, click Add Ring and repeat steps 1-2 for each consecutive ring, up to six rings.

2. To remove a ring, click Delete Ring.

3. Click Save.

• Create & Manage Groups, Work Teams, and People

• Create & Manage Locations

• Create & Manage External Contacts & Authorized Orgs

Add a contact(click on link in the resources)

Prerequisites

The following permissions:

• externalContacts > contact > add

• externalContacts > contact > edit

External Contacts is a comprehensive repository of data about the people and businesses that your organization interacts with.

You can create external contacts in the following ways:

• Salesforce CRM Sync

• CSV Upload

• External Contacts API

• On the profile panel in the CX agent workspace

• Within the Directory, as follows:

1. Click Directory > External Contacts.

2. Click Add and then Contact.

3. Type the contact’s name. The First and Last name are required fields.

4. Click the right arrow. The Contact Information form appears. All Contact Information fields are optional.

5. (Optional) Search for and select the contact’s organization.

Note: To associate a contact with an organization, add the organization first.

1. (Optional) Type the contact’s email addresses (Work, Personal, Other).

2. (Optional) To set up the contact’s phone numbers, do the following:
   
   

   • In the Work, Cell, Home, and Other fields, add the respective telephone numbers.

Notes:

· Genesys recommends that you enter the full E.164 number. You can add non-E.164 numbers to any field, but they are not searchable. Genesys Cloud does not support extension-only numbers.

• To add a satellite phone number, enter before the number.

· Genesys Cloud’s default country code is +1 for the United States; however, your admin can change that setting.

• To indicate whether a phone number accepts SMS messages, click click to enable SMS or click to disable SMS.

1. (Optional) To provide a link to additional information about the contact, in the Links section, next to External System, type the URL to an external system.

2. (Optional) To add social media channel information, click create one?

3. (Optional) To add a mailing address, type the contact’s address.

4. (Optional) Set the contact’s survey preferences.

5. (Optional) To use custom fields, from the Contact Type list, click the contact type and complete the custom fields.

6. Click Save.

7. (Optional) Manage notes

Add people one at a time(click on link in the resources)

Prerequisites

• Directory > User > All permission

• General > Person Administration permission

• To avoid invite emails arriving in Spam folders, request that your IT department add the mypurecloud.com domain to their trusted sites list.

• Name and email address are required when creating a user account in Genesys Cloud. The following additional information is preferred but optional:

  • Title

  • Department

  • Work phone

  • Manager’s email*

  • Office location

  • Role

  • Queue

* Having an assigned manager is required for using hierarchy views.

When you create new users, Genesys Cloud automatically sets their status as active whether you send the invitation now or later.

If you choose to send invitations to new users later and manually set their status to inactive, when you send the invitations Genesys Cloud automatically changes their status to active.

1. Click Admin.

2. Under People and Permissions, click People.

3. Click Add Person. The Add People to the Organization dialog box opens.

4. Click the Person tab.

5. Complete the mandatory Name and Email fields.

6. (Optional) Enter additional information by clicking Optional Fields.

Note: The Manager field is optional but recommended. Genesys Cloud uses manager assignments to create hierarchy views.

1. (Optional) To add the person to a queue, do the following:

   1. Under Assign Queues, begin typing the first few letters of the desired queue.

   2. Select it from the list.

   3. Repeat steps a-b for each additional queue to which to add the person.

Note: Make sure you assign the Employee role, along with any other role. Typically, the employee role is assigned by default. However, manually adding roles during user creation overrides the employee’s assigned default.

1. (Optional) To add roles for the person, do the following:

   1. Under Assign Roles, begin typing the first few letters of the desired role.

   2. Select it from the list.

   3. Repeat steps a-b for each additional role to assign.

2. Send the invite automatically by selecting Send invite now.

Note: The people you add cannot join Genesys Cloud until they receive an invite. If you don’t do this now, remember to do it later.

1. Click Create.

Add an ACD skill(click on link in the resources)

Prerequisites

• Routing > Skill > Manage permission

1. Click Admin.

2. Under Contact Center, click ACD Skills. The Manage ACD Skills page opens.

3. From the Category drop-down list, select the category under which you want the skill to be organized:

   • Languages. For example, an agent who speaks or comprehends Japanese and can assist Japanese-speaking callers.

   • Skills. For example, if an agent is highly competent in warranty specifications, he or she can be a first choice when the system routes warranty calls to agents.

4. Select Add Skill. The Add Skill dialog box opens.

5. In the New ACD Skill text box, type the name of the skill you want to add. .

Note: To make the most of ACD skills, keep your entries short and follow a consistent format. For example:

• Accounting, Warranty, Service, Windows, Mac.
  Not: Some accounting, Knows warranty, Uses Windows but knows some Mac.

• Spanish – Oral, Spanish – Written, French – Oral, French – Written.
  Not: Spanish–Oral, Speaks French, can read Chinese.

1. Click Save. A message appears, informing you the new ACD skill tag was successfully created.

You can now assign the skill to agents. For more information, see the Suggested content.

Create a general group(click on link in the resources)

Prerequisites

The following permissions:

• To create a group: General > Group Administration

• To create a skill expression group: Routing > Skillgroup > Add

• To delete a skill expression group: Routing > Skillgroup > Delete

• To edit a skill expression group: Routing > Skillgroup > Edit

• To view a skill expression group: Routing > Skillgroup > View

If you have a non-admin role with Group permissions, see Create groups (non-admins).

Genesys Cloud features two kinds of groups: general groups and skill expression groups.

You can create membership rules for general groups based on profile data like department or skill. To create a membership rule based on profile data, make sure that your users have the appropriate data in their profiles. For more information, see Group membership rules.

To create a general group, do the following:

1. Click Admin.

2. Under Directory, click Groups.

3. Click the General tab.

4. Click Add General Group.

5. In the Name box, type the name as you want it to appear in profiles and search results.

6. From the Type list, select one of the following:
   
   

   • Official: The group is work-related.

   • Social: The group is not work-related.

7. From the Visibility list, select who can find the group:
   
   

   • Public: Anyone can find the group.

   • Members Only: Only members of the group can find the group.

Note: An owner is a member of a group that they own and can find the group.

1. • Owners Only: Only owners of the group can find the group.

2. Click Save.

Create a skill expression group(click on link in the resources)

Prerequisites

The following permissions:

• To create a group: General > Group Administration

• To create a skill expression group: Routing > Skillgroup > Add

• To delete a skill expression group: Routing > Skillgroup > Delete

• To edit a skill expression group: Routing > Skillgroup > Edit

• To view a skill expression group: Routing > Skillgroup > View

If you have a non-admin role with Group permissions, see Create groups (non-admins).

Skill expression groups enable administrators to manage user membership based on skill expressions, which include a skill and a proficiency value. To manage membership based on ACD skills, make sure that your agents have the appropriate ACD skills assigned.

Notes:

• Only admins can create skill expression groups.

• Unlike general groups, skill expression groups do not have associated chat rooms.

• Skill expression groups do not appear in Directory searches.

To create a skill expression group, do the following:

1. Click Admin.

2. Under Directory, click Groups.

3. Click the Skill Expression tab.

4. Click Add Skill Expression Group.

5. In the Name box, type the name of your group.

6. Optionally, in the Description box, add a description for your group.

7. Under Division, from the list, select the appropriate division.

8. To save your new group, click Save.

Now that you have created your skill expression group, you can build skill expressions and add members.

Create a work team(click on link in the resources)

Prerequisites

• Groups > Team >Add permission

You can create work teams of agents to make it easier to monitor work team performance. Use work teams to configure reports and display agent performance statistics.

Note: There is a limit of 200 work teams per org.

1. Click Admin.

2. Under Directory, click Work Teams.

3. Click New Team.

4. In the Name box, type the name as it is to appear in views and lists.

5. In the Description box, type an explanation of the work team’s purpose.

6. In the Division box, select the division to which this work team belongs.

Note: The Create Work team permission is Division aware. You can create work teams only for divisions where you have the Create Work team permission. Team members must belong to the same division.

1. Click Save.

Create a division(click on link in the resources)

Create and configure divisions that can include certain object types.

Notes:

• An organization can create up to 50 divisions.

• Division names are limited to 500 characters.

• You can view user and queue information in certain views, regardless of division restrictions.

To create a division, follow these steps:

1. Click Admin.

2. Under People & Permissions, click Divisions.

3. Click Create Division.

4. Enter the division name and click Save. The new division opens to the Settings tab.

5. (Optional) Add a more detailed description to the division and then click Save.

At this point, you must grant yourself or another user the appropriate role in the division so that someone can move objects into the new division. If you are unable to move an object into a division, confirm that you have permission to edit that type of object in:

• The division in which the object currently belongs.

• The division into which you want to move the object.

• Schedules, Schedule Groups & Emergency Groups

• Call & Message Routing

• Prompt Management

• Disconnecting Stuck Interactions

Create a schedule(click on link in the resources)

Prerequisites

• Routing > Schedule > Add, Edit, View, Delete permissions

Use schedules to determine how to manage routing for inbound and outbound interactions. For example, a schedule can determine which flow to run during open or closed hours.

Note: Genesys Cloud evaluates schedules in the following order:

• Holiday

• Closed

• Open

If Emergency routing is activated, Genesys Cloud first evaluates emergencies or performs emergency routing, before it evaluates the Holiday schedule.

1. Click Admin.

2. Under Routing, click Scheduling.

3. Click the Schedules tab.

4. Click Add Schedule.

5. In the Name box, type a unique name to represent the schedule. This name appears in your list of entries on the Schedules tab.

6. In the Division list, select the division to which this schedule belongs.

Note: A schedule must belong to a division. The default is the Home division. Association with a division restricts which administrators are able to manage the schedule. For more information, see Divisions overview.

1. Set a schedule in the When does the schedule first occur and repeat? area. Choose one of these options:

   • To set a schedule that starts and ends on the same day, set the date and time.

   • To set a schedule that runs for multiple days, check the This occurrence spans multiple days check box and perform the following steps:

     1. Click in the From calendar box and select the date and time in which to start the schedule.

     2. Click in the To calendar box and select the date in which to stop the schedule.

2. To run the schedule continuously for the entire duration of the selected date or dates, click All Day.

3. Set the recurrence of this schedule in the How often does this schedule repeat? field.

The subsequent configuration options change, depending on your selection.

One-time Recurrence

Use this option to schedule any one-time event that will not repeat anytime in future. For example, if your business is closed for an election day, set up a one-time event for the occurrence.

If you are scheduling a one-time event, no other configuration is required.

Click Create or Create and Add New. The Create and Add New option creates the current schedule group and then presents a fresh page to create another schedule.

Daily Recurrence

Use this option to schedule events that occur every day or every few days. For example, if your business does system maintenance every two days between 10:00 PM and 11:00 PM, you can set up a daily occurrence to occur every two days for the required duration.

If the schedule is a daily occurrence, perform the following steps:

1. To configure the schedule frequency, in the When does this schedule occur? area, in the Every field, select the frequency in which you want the schedule to run. For example, to set a schedule that happens every 10 days, enter 10. The default frequency option is every day, that is one (1).

2. To configure the schedule end time, in the When does this schedule stop repeating? area, set one of the following:

   • To run the schedule indefinitely, leave the default Never setting unchanged.

   • To end the schedule after a specific period, select On and then set the end date and time. To end the schedule automatically at the end of the day, click End of day.

   • To end the schedule after a specific number of days, select After and then enter the number of occurrences.

3. Click Create or Create and Add New. The Create and Add New option creates the current schedule group and then presents a fresh page to create another schedule.

4. The Occurs area displays the schedule summary.

5. The Upcoming Occurrences displays the first few scheduled occurrence dates.

Weekly Recurrence

Use this option to schedule events that occur on weekly basis. For example, if your business operates between 9:00 AM and 5:00 with a Wednesday holiday, set up a schedule to run for the rest of the days for the required duration. If the schedule is a weekly occurrence, perform the following steps:

1. Configure the schedule frequency, in the When does this schedule occur during the week? area, set the following:
   
   

   1. To configure the days in which the schedule runs, in the Days section, select the days in which you want the schedule to run.

Note: To customize the first day of the week, click the Week Start option and choose the required day.

1. 1. To configure the frequency of occurrence, set the frequency in the Every field.

2. To configure the schedule end time, in the When does this schedule stop repeating? area, set one of the following:

1. • To run the schedule indefinitely, leave the default Never setting unchanged.

   • To end the schedule after a specific period, select On and then set the end date and time. To end the schedule automatically at the end of the day, click End of day.

   • To end the schedule after a specific number of days, select After and then enter the number of occurrences.

1. Click Create or Create and Add New. The Create and Add New option creates the current schedule group and then presents a fresh page to create another schedule.

2. The Occurs area displays the schedule summary.

3. The Upcoming Occurrences displays the first few scheduled occurrence dates.

Monthly Recurrence

Use this option to schedule events that occur on a monthly basis. For example, if your business operates between 9:00 AM and 12:00 noon the first Sunday of the month, set up a schedule to occur the first Sunday of the month for the required duration.

If the schedule is a monthly occurrence, perform the following steps:

1. Configure the schedule frequency, in the When does this schedule occur during the month? area, in the On Day field, set the following:

   • To run the schedule on a specific date or dates of the month, enter the calendar day or days. For example, to run the report on the tenth day of the month, enter 10.

Note: If you enter 31, and the month does not have 31 days, the schedule does not run that month.

1. • To run the schedule on specific days of the month, select the days in which you want the schedule to run.

   • To run the schedule on a specific day of the week during the month, set the occurrence of the day and the day. For example, set the schedule to run the first day of the month.

2. To select the frequency in which you want the schedule to run, set the frequency in the Every field. For example, to set a schedule that happens every other month, enter 2.

3. To configure the schedule end time, in the When does this schedule stop repeating? area, set one of the following:

1. • To run the schedule indefinitely, leave the default Never setting unchanged.

   • To end the schedule after a specific period, select On and then set the end date and time. To end the schedule automatically at the end of the day, click End of day.

   • To end the schedule after a specific number of days, select After and then enter the number of occurrences.

1. Click Create or Create and Add New. The Create and Add New option creates the current schedule group and then presents a fresh page to create another schedule.

2. The Occurs area displays the schedule summary.

3. The Upcoming Occurrences displays the first few scheduled occurrence dates.

Yearly Recurrence

Use this option to schedule events that happen once a year. For example, schedules for Christmas holiday.

If the schedule is a yearly occurrence, perform the following steps:

1. Configure the schedule frequency, in the When does this schedule occur during the year? area, set the following:

   1. Set the month of occurrence in the On Month field.

   2. Set the days of occurrence of schedule in the month specified in the On Day field. Set the following:

      • To run the schedule on a specific date or dates of the month, enter the calendar day or days. For example, to run the report on the tenth day of the month, enter 10.

Note: If you enter 31, and the month does not have 31 days, the schedule does not run that month.

1. 1. • To run the schedule on specific days of the month, select the days in which you want the schedule to run.

      • To run the schedule on a specific day of the week during the month, set the occurrence of the day and the day. For example, set the schedule to run the first day of the month.

   2. To select the frequency in which you want the schedule to run, set the frequency in the Every field. For example, to set a schedule that happens every other month, enter 2.

2. To configure the schedule end time, in the When does this schedule stop repeating? area, set one of the following:

1. • To run the schedule indefinitely, leave the default Never setting unchanged.

   • To end the schedule after a specific period, select On and then set the end date and time. To end the schedule automatically at the end of the day, click End of day.

   • To end the schedule after a specific number of days, select After and then enter the number of occurrences.

1. Click Create or Create and Add New. The Create and Add New option creates the current schedule group and then presents a fresh page to create another schedule.

2. The Occurs area displays the schedule summary.

3. The Upcoming Occurrences displays the first few scheduled occurrence dates.

Custom Recurrence

1. To set a custom schedule, enter a recurrence rule such as the following.
   
   

   • FREQ=YEARLY;INTERVAL=1;BYMONTH=12;BYMONTHDAY=25;BYDAY=MO,TU,WE,TH,FR;BYSETPOS=1 (December 25 for the specified interval if the date falls on a Monday, Tuesday, Wednesday, Thursday, or Friday, with no yearly end date)

   • FREQ=YEARLY;WKST=SU;BYMONTH=5;INTERVAL=1;BYDAY=MO;BYSETPOS=-1 (the last Monday in May for the specified interval, with no end date)

   • FREQ=WEEKLY;UNTIL=20190101T000000Z;INTERVAL=2;BYDAY=SA (every other Saturday for the specified interval, ending on January 1, 2019 in UTC time)

   • FREQ=WEEKLY;INTERVAL=1;BYDAY=MO,WE,FR (weekly on Mondays, Wednesdays, and Fridays for the specified interval, with no end date)

2. Click Create or Create and Add New. The Create and Add New option creates the current schedule group and then presents a fresh page to create another schedule.

3. The Occurs area displays the schedule summary.

4. The Upcoming Occurrences displays the first few scheduled occurrence dates.

Create a schedule group(click on link in the resources)

Prerequisites

• Routing > Schedule Group > Add, Edit, View, Delete permissions

When you create a schedule group, you can combine individual schedules into a single group, assign the schedules into a designated time zone, and group the schedules by type. Each schedule group must contain at least one open schedule.

Note: Genesys Cloud evaluates schedules in the following order:

• Holiday

• Closed

• Open

If Emergency routing is activated, Genesys Cloud first evaluates emergencies or performs emergency routing, before it evaluates the Holiday schedule.

To create a schedule group, perform these steps:

1. Click Admin.

2. Under Routing, click Scheduling. The Scheduling page opens to the Schedules tab.

3. Click the Schedule Groups tab.

4. Click Add Schedule Group.

5. In the Name box, type a unique name to represent the schedule group. This name appears in your list of entries on the Schedules Group tab.

6. In the Division list, select the division to which this schedule group belongs.

A schedule group must belong to a division. The default is the Home division. Association with a division restricts which administrators are able to manage the schedule group. For more information, see Divisions overview.

7. From the Time Zone list, choose the time zone to which the grouped schedules apply.

If the selected time zone uses daylight saving time (DST), this is factored into the time the schedule starts.

In the Schedules tab, categorize the schedules as open, closed, and holiday.

1. Choose the schedule you want to designate as open times:

   1. In the Open Schedules area, under the Open Schedules section, click in the Add existing schedules box.

   2. Begin typing a few letters of the schedule.

   3. Select the required schedules from the list.

2. Choose the schedule you want to exclude from open schedules:

   1. In the Closed Schedules area, click the Add existing schedules box.

   2. Begin typing a few letters of the schedule.

   3. Select the required schedules from the list.

3. Choose the schedule you want to designate as for holidays:

   1. In the Holiday Schedules area, click the Add existing schedules box.

   2. Begin typing a few letters of the schedule.

   3. Select the required schedules from the list.

4. Click Create or Create and Add New. The Create and Add New option creates the current schedule group and then presents a fresh page to create another schedule group.

Use the Calendar tab to view a visual representation of the schedules that are part of a day. You can change the calendar layout to view the schedules for a week, 10 days, or a month.

Add an emergency group(click on link in the resources)

Prerequisites

• Routing > Emergency Group > Add, Edit, View, Delete permissions

Create an emergency group and associate it with a call route to quickly and efficiently turn on routing functionality that modifies call routing behavior during unplanned or semi-planned critical events, such as fire, natural disasters, and power outages. Use the activate and deactivate feature to test functionality prior to an actual emergency.

1. Click Admin.

2. Under Routing, click Emergency Groups. The Emergency Group page opens.

3. Click plus.

4. In the Name box, type a unique name to represent the emergency group. This name appears in your list of entries on the Emergencies page.

5. Click Save.

Add a call route(click on link in the resources)

Prerequisites

The following permissions:

• Architect > Flow > View

• Routing > Call Route > Add, Edit, View, Delete

• Routing > Emergency Group > Edit, View

• Routing > Schedule Group > View

Add a call routing configuration entry to associate a telephone number or numbers with a call route. When callers dial a number specified in the call routing configuration, they will be routed to the appropriate call flow.

Note: You can add an unlimited number of addresses to a call route. However, the more addresses in the call route, the slower the Edge is to process them.

Create the call route entry and associate inbound numbers

1. Click Admin.

2. Under Routing, click Call Routing.

3. Click Add Call Route.

4. In the Name field, type a unique call routing name. This name appears in your list of entries on the Call Routing page.

5. In the Division field, enter the division of the call route. This name appears in your list of entries on the Call Routing page.

6. To add phone numbers to associate with the configuration, do the following:
   
   

   1. From the Inbound Numbers drop-down list and select the required inbound numbers.

   2. Begin typing the telephone number string in numeric format only. When the number appears in the list, select the check box beside the number. Already assigned numbers are indicated as such, including the identification and type of assignee.

   3. Repeat step 6b to add more telephone numbers.

Configure call flow routing

1. To use time-based routing, do the following:

   1. Under When is this call route open?, click the Based on a schedule group radio button.

   2. Click the Select a schedule group… list, type the first few letters of the schedule group to associate to the configuration, and select it from the list.

   3. Under the What call flows should be used?, click the Open list, type the first few letters of the published call flow to associate to the configuration's open hours, and select it from the list.

   4. Click the Closed list, type the first few letters of the published call flow to associate to the configuration's closed hours, and select it from the list.

   5. Choose the method of holiday routing:

      • Closed Call Flow: Choose to set the call flow to which you want to route calls when the call route is closed.

      • Route to: Choose to set a holiday call flow.

      • Bypass Holiday Routing: Choose if you require the call route to ignore any holiday schedules that are configured on the schedule group.

2. To always route to a single call flow, do the following:

   1. Under When is this call route open?, ensure that the Always radio button is disabled.

   2. Under the What call flow should be used?, click the Route to list, and select an open call flow.

3. To select a flow to route calls in emergency situations, Select This call route closes in emergency cases radio button, and in the What emergency group should close this call route? section, set the following:

1. • The emergency group in the Select an emergency group… field.

   • The emergency call flow in the Select an emergency call flow… field.

1. Click Save. A message appears, indicating that your entry was saved. Your entry may take a few minutes to appear in search results.

Note: Only call flows previously published in Architect appear in this list. You cannot associate a call route configuration with an unpublished call flow.

Add an inbound message route(click on link in the resources)

Prerequisites

The following permissions:

• Architect > Flow > View

• Routing > Message > Manage

• Routing > Queue > Add, Delete, Join, and View

Create a message routing entry and associate inbound numbers or addresses with an inbound message flow. When callers message a number or address specified in the message routing configuration, Genesys Cloud routes them to the appropriate inbound message flow.

1. Click Admin.

2. Under Routing, click Message Routing.

3. Click plus. The Message Routing page opens.

4. Click Select flow.

5. Begin typing the first few letters of the inbound message flow you want to use and select it from the list.

6. To add inbound numbers or addresses to associate with the configuration, do the following:
   
   

   1. Under Addresses, click plus.

   2. Click Select address. All available numbers appear.

   3. Click the number you want to add.

   4. Click Add.

7. Repeat step 6 to add more numbers.

8. Click Save.

Add a prompt(click on link in the resources)

In Architect, user prompts are company-specific prompts created by Architect users. If you have the appropriate role, you can create, modify, and delete user prompts. From the User Prompts tab, you can add user prompts.

Collapse All

Prompt naming conventions

A prompt name cannot:

• Contain spaces or special characters

• Begin with a numeric or special character

• Include a name already in use

A prompt name can:

• Contain letters, numbers, and underscore characters

• Begin with a letter

Architect prevents you from creating a prompt that begins with a numeric or special character and prompts you with a message if the prompt name is already in use.

Add a new user prompt

1. From the Architect home page, click or hover over the Prompts tab and select User Prompts.

2. Click Add. The Create Prompt dialog box opens.

3. Enter the prompt name and, optionally, a description of the prompt.

4. Click Create Prompt. The Edit Prompt dialog box opens.

5. Do one of the following:
   
   

   • To configure the prompt later, click OK. The system returns to the Prompts tab.

   • To configure the prompt now, see Configure prompt resources.

Upload an audio file

You can upload .wav audio files to use as user prompts. For more information about supported audio file formats, as well as prompt resources, language, and behavior, see About prompts.

Notes:

• The maximum file size is 25MB.

• If Architect cannot convert an audio file to a playable format, the upload will fail. All prompt audio files should be in .wav format. In a .csv, Architect assumes specified files without extensions are .wav files.

1. From the Architect home page, click or hover over the Prompts menu and select User.

2. Select the check box next to the prompt for which you want to add audio and click the Edit button. The Edit Prompt page opens.

3. In the Language Resources area, locate the language to which you want to add audio and select the Add Audio link.

4. From the menu that appears, choose Upload…. The Upload Audio dialog box opens.

5. Click the Select audio file to import link and navigate to the location where your audio file is stored

6. To preview the audio file, press the Play button.

7. Click Upload. Architect processes the audio.

8. Click OK to close the Edit Prompt dialog box.

Record a prompt from your browser

If you have a microphone installed on your computer or device, you can record a prompt from your browser in .wav format. You can add new user prompts, and you can override the default resources for the languages of system prompts.

Note: Currently, you can only record prompts from the following web browsers:

• Firefox: two versions and 1 ESR release previous to the current release

• Chrome: two versions previous to the current release

Firefox and Chrome update automatically. Versions of Firefox and Chrome are only an issue if IT restrictions prevent automatic updates. At the time of this release, Genesys Cloud Architect does not support recording prompts from Internet Explorer.

1. From the Architect home page, click or hover over the Prompts menu and select System or User.

2. Do one of the following to open the Edit Prompt dialog box:

   • Create a new user prompt.

   • Select the check box next to the prompt for which you want to add audio and click the Edit button.

   • Click the prompt in the Name column.

3. In the Language Resources area of the Edit Prompt dialog box, locate the language in which you want to add audio and select Add Audio.

4. From the menu that appears, select Record from browser. The Record Audio dialog box opens, asking you to accept the request at the top of the browser to use the microphone.

5. At the top of the browser, click Allow.

Note: If you select Deny, a camera icon appears in your browser’s address bar. To record from the browser, click the camera icon, grant appropriate permission to use the microphone, and refresh the page. Depending on whether your application is hosted behind HTTPS or not, you may need to complete this step once or each time you record a prompt.

1. In the Record Audio dialog box, click Start Recording.

2. Record your prompt.

3. When you complete the recording, click the Stop Recording button. Play and Download recording options become available.

4. Do one of the following:

   • To download the recording to your computer or device, click the Download recording link and save the file to the desired location.

   • To playback the recording, click the play button.

   • To rerecord the audio, click Cancel and repeat Steps 6 through 8.

5. Click Upload to save the recording, and in the Edit Prompt dialog box click OK to return to the appropriate prompts tab.

Add text to speech to a user prompt

You can enter text-to-speech content to a user prompt, which Architect converts to spoken audio for the caller.

1. From the Architect home page, click or hover over the Prompts menu and select User.

2. Do one of the following to open the Edit Prompt dialog box:

   • Create a new User prompt.

   • Select the check box next to the prompt for which you want to add audio and click the Edit button.

   • Click the prompt in the Name column.

3. In the Resources area of the Edit Prompt dialog box, locate the language in which you want to add text to speech and click the Enter text to speech field.

4. Add the words or phrases that Architect will convert to speech and play back to the caller.

5. Select OK.

Disconnect interactions(Click on link in Resources)

Prerequisites

• Conversation > Communication > Disconnect permission

This tool allows you to disconnect an interaction that you determine is stuck or, for whatever reason, does not disconnect and clear from the queue. Some behaviors that cause an interaction to remain active include an interaction that appears as active in real-time views but was completed by the agent, an interaction that is not visible and therefore unavailable to an agent, interactions placed on hold when using WebRTC with a persistent connection. Before you disconnect an interaction, consider the following:

• To disconnect an interaction, you must have the interaction ID.

• Use caution when disconnecting active interactions. Disconnecting an active interaction immediately terminates it.

• This tool may not disconnect some interactions. If the issue persists, contact Genesys Cloud Customer Care.

To disconnect an interaction, follow these steps:

1. Click Admin.

2. Under Routing, click Disconnect Interactions.

3. Enter the interaction ID.

4. Click Disconnect Interaction.

5. In the Confirm Disconnect dialog box, click Disconnect.

• API Usage

• OAuth, Integrations & Data Actions

• SSO & Authorized Applications

• Expand on Schedule Management in Architect

Add a Genesys Cloud data action integration(click on link in the resources)

Important: You can install up to 10 integrations of each integration type in a single Genesys Cloud organization.

Prerequisites

• Genesys Cloud OAuth client in your Genesys Cloud organization

To use the integration, add one or more Genesys Cloud data actions integrations to your Genesys Cloud organization. Multiple integrations allow you to use different configurations and data actions to act on data from the Platform API.

Note: When you add more than one integration of a particular type, Genesys Cloud automatically makes the names unique by adding a number after the default name of each additional instance. Unique integration names differentiate the integrations and the associated data actions in the Genesys Cloud applications that reference them.

1. Add an integration.

The integration opens to the Details tab. On the Details tab, you can change the integration name and add notes about the integration.

Note: If you change the integration name, be sure to use unique names to differentiate the integrations and the associated actions in the Genesys Cloud applications that reference them.

1. Add credentials.

The credentials use the Genesys Cloud OAuth client credentials.

1. 1. Click the Configuration tab.

   2. Click the Credentials tab.

   3. Click Configure.

The Configure Credentials dialog box appears.

1. 1. Enter the following information:

      • Client ID: The ID generated when you create a Genesys Cloud OAuth client.

      • Client Secret: The secret generated when you create a Genesys Cloud OAuth client.

   2. Click OK.

   3. Click Save.

A list of all integrations that you have installed appears.

1. Activate the integration.

Note: If you do not activate the integration, then you cannot test any data actions associated with the integration and the data actions will not appear in Genesys Cloud applications.

1. 1. Under the integration that you just added, click the Status toggle to change it from Inactive to Active.

A Change Status dialog box appears.

1. 1. Click Yes.

Add a Web Services data action integration(click on link in the resources)

Important: You can install up to 10 integrations of each integration type in a single Genesys Cloud organization.

To use the integration, add one or more web services data actions integrations to your Genesys Cloud organization. Multiple integrations allow you to use different configurations and custom actions to act on data through different web services.

Note: When you add more than one integration of a particular type, Genesys Cloud automatically makes the names unique by adding a number after the default name of each additional instance. Unique integration names differentiate the integrations and the associated data actions in the Genesys Cloud applications that reference them.

1. Add an integration.

The integration opens to the Details tab. On the Details tab, you can change the integration name and add notes about the integration.

Note: If you change the integration name, be sure to use unique names to differentiate the integrations and the associated actions in the Genesys Cloud applications that reference them.

1. Add credentials (if required for the web service).

   1. Click the Configuration tab.

   2. Click the Credentials tab.

   3. Click Configure.

The Configure Credentials dialog box appears.

1. 1. Select a Credential Type and enter credential information. For more information, see Credential types.

Warning: Do not change a credential type after you configure the integration and publish actions. Changing the credential type could break any actions that are in use. To migrate an active integration to a new credential type, contact Genesys Cloud Customer Care.

1. 1. • Basic Auth

        1. Enter information for the following items:

           • Username: Your web service login ID.

           • Password (optional): Password for your web service login ID.

      • User Defined

        1. Click Add Credential Field.

        2. Add Field Name and Value.

        3. Repeat steps i and ii for more user-defined field names and values.

For more information, see How to use the User Defined credential type.

1. 1. • User Defined (OAuth)

        1. Click Add Credential Field.

        2. Add Field Name and Value.

        3. Repeat steps i and ii for more user-defined field names and values.

For more information, see How to use the User Defined (OAuth) credential type and Workflow for the User Defined (OAuth) credential type.

1. 1. Click OK.

   2. Click Save.

A list of all integrations that you have installed appears.

1. Activate the integration.

Note: If you do not activate the integration, then you cannot test any data actions associated with the integration and the data actions will not appear in Genesys Cloud applications.

1. 1. Under the integration that you just added, click the Status toggle to change it from Inactive to Active.

A Change Status dialog box appears.

1. 1. Click Yes.

Add a Google data action integration(click on link in the resources)

Important: You can install up to 10 integrations of each integration type in a single Genesys Cloud organization.

To use the integration, add one or more Google data actions integrations to your Genesys Cloud organization. Multiple integrations allow you to use different configurations and data actions to act on data in different Google accounts.

Note: When you add more than one integration of a particular type, Genesys Cloud automatically makes the names unique by adding a number after the default name of each additional instance. Unique integration names differentiate the integrations and the associated data actions in the Genesys Cloud applications that reference them.

1. Add an integration.

The integration opens to the Details tab. On the Details tab, you can change the integration name and add notes about the integration.

Note: If you change the integration name, be sure to use unique names to differentiate the integrations and the associated actions in the Genesys Cloud applications that reference them.

1. Add credentials.

   1. Click the Configuration tab.

   2. Click the Credentials tab.

   3. Click Configure.

The Configure Credentials dialog box appears.

1. 1. Select the Credential Type for the Google application that you will use with this data actions integration.

      • For Google Cloud Platform, select googleCloudPlatformServiceAccount.

      • For G Suite, select googleGSuiteServiceAccount.

   2. Enter the following information based on the Credential Type selected:

googleCloudPlatformServiceAccount

1. 1. • Client ID: The unique ID for your Google service account. Also, client_id in the JSON key file that your account generates.

      • Client Email: The email for your Google service account. Also, client_email in the JSON key file that your account generates.

      • Private Key ID: private_key_id in the JSON key file that your Google service account generates.

      • Private Key: private_key in the JSON key file that your Google service account generates.

Tip: To prevent errors in the value, copy the entire contents between the quotes, but not inclusive of the quotes. The action service correctly processes the additional characters.

googleGSuiteServiceAccount

1. 1. Click OK.

   2. Click Save.

A list of all integrations that you have installed appears.

1. Activate the integration.

Note: If you do not activate the integration, then you cannot test any data actions associated with the integration and the data actions will not appear in Genesys Cloud applications.

1. 1. Under the integration that you just added, click the Status toggle to change it from Inactive to Active.

A Change Status dialog box appears.

1. 1. Click Yes.

Add a Microsoft Dynamics 365 data action integration(click on link in the resources)

Important: You can install up to 10 integrations of each integration type in a single Genesys Cloud organization.

Prerequisites

• The integration registered in Azure Active Directory

To use the integration, add one or more Microsoft Dynamics 365 data actions integrations to your Genesys Cloud organization. Multiple integrations allow you to use different configurations and data actions to act on data in different Microsoft Dynamics 365 accounts.

Note: When you add more than one integration of a particular type, Genesys Cloud automatically makes the names unique by adding a number after the default name of each additional instance. Unique integration names differentiate the integrations and the associated data actions in the Genesys Cloud applications that reference them.

1. Add an integration.

The integration opens to the Details tab. On the Details tab, you can change the integration name and add notes about the integration.

Note: If you change the integration name, be sure to use unique names to differentiate the integrations and the associated actions in the Genesys Cloud applications that reference them.

1. Add credentials.

   1. Click the Configuration tab.

   2. Click the Credentials tab.

   3. Click Configure.

The Configure Credentials dialog box appears.

1. 1. Enter the following information:

      • Username: Your Microsoft Dynamics 365 login ID.

The user must be able to access any data that you want to make available to the Microsoft Dynamics 365 data action integration.

1. 1. • Password: Password for your Microsoft Dynamics 365 login ID.

      • Root Organization Web Address: The URL of your Microsoft Dynamics 365 organization, for example, https://contoso.crm.dynamics.com.

      • Application ID: The ID for your Microsoft Dynamics 365 organization.

The application ID is created through the application registration in Azure Active Directory. For more information, see Register the integration.

1. 1. Click OK.

   2. Click Save.

A list of all integrations that you have installed appears.

1. Activate the integration.

Note: If you do not activate the integration, then you cannot test any data actions associated with the integration and the data actions will not appear in Genesys Cloud applications.

1. 1. Under the integration that you just added, click the Status toggle to change it from Inactive to Active.

A Change Status dialog box appears.

1. 1. Click Yes.

Add a Salesforce data action integration(click on link in the resources)

Important: You can install up to 10 integrations of each integration type in a single Genesys Cloud organization.

To use the integration, add one or more Salesforce data actions integrations to your Genesys Cloud organization. Multiple integrations allow you to use different configurations and data actions to act on data in different Salesforce accounts.

Note: When you add more than one integration of a particular type, Genesys Cloud automatically makes the names unique by adding a number after the default name of each additional instance. Unique integration names differentiate the integrations and the associated data actions in the Genesys Cloud applications that reference them.

1. Add an integration.

The integration opens to the Details tab. On the Details tab, you can change the integration name and add notes about the integration.

Note: If you change the integration name, be sure to use unique names to differentiate the integrations and the associated actions in the Genesys Cloud applications that reference them.

1. Add credentials.

   1. Click the Configuration tab.

   2. Click the Credentials tab.

   3. Click Configure.

The Configure Credentials dialog box appears.

1. 1. Enter the following information:

      • Username: Your Salesforce login ID.

Use a Salesforce profile that has API Enabled selected and View All selected for accounts, cases, and contacts. This user (preferably a system admin) must be able to access any standard and custom fields that are used in Genesys Cloud applications.

1. 1. • Password: Password for your Salesforce login ID.

      • Security Token: The API token generated for the Salesforce organization.

The token is an alphanumeric string like AS4DFA9SasdJas2HIasd1asdf.

1. 1. • Login URL: Salesforce URL used to connect to the API.

The service defaults to https://login.salesforce.com. For a test organization, select https://test.salesforce.com.

1. 1. Click OK.

   2. Click Save.

A list of all integrations that you have installed appears.

1. Activate the integration.

Note: If you do not activate the integration, then you cannot test any data actions associated with the integration and the data actions will not appear in Genesys Cloud applications.

1. 1. Under the integration that you just added, click the Status toggle to change it from Inactive to Active.

A Change Status dialog box appears.

1. 1. Click Yes.

Add a Zendesk data action integration(click on link in the resources)

Important: You can install up to 10 integrations of each integration type in a single Genesys Cloud organization.

To use the integration, add one or more Zendesk data actions integrations to your Genesys Cloud organization. Multiple integrations allow you to use different configurations and data actions to act on data in different Zendesk accounts.

Note: When you add more than one integration of a particular type, Genesys Cloud automatically makes the names unique by adding a number after the default name of each additional instance. Unique integration names differentiate the integrations and the associated data actions in the Genesys Cloud applications that reference them.

1. Add an integration.

The integration opens to the Details tab. On the Details tab, you can change the integration name and add notes about the integration.

Note: If you change the integration name, be sure to use unique names to differentiate the integrations and the associated actions in the Genesys Cloud applications that reference them.

1. Add credentials.

   1. Click the Configuration tab.

   2. Click the Credentials tab.

   3. Click Configure.

The Configure Credentials dialog box appears.

1. 1. Enter the following information:

      • Email: Your Zendesk login ID.

      • Base Service URL: The URL of the Zendesk service used to connect to the API, formatted as https://{subdomain}.zendesk.com.

      • API Token: The API token generated for your Zendesk organization.

   2. Click OK.

   3. Click Save.

A list of all integrations that you have installed appears.

1. Activate the integration.

Note: If you do not activate the integration, then you cannot test any data actions associated with the integration and the data actions will not appear in Genesys Cloud applications.

1. 1. Under the integration that you just added, click the Status toggle to change it from Inactive to Active.

A Change Status dialog box appears.

1. 1. Click Yes.

Add an Adobe data action integration(click on link in the resources)

Important: You can install up to 10 integrations of each integration type in a single Genesys Cloud organization.

To use the integration, add one or more Adobe data actions integrations to your Genesys Cloud organization. Multiple integrations allow you to use different configurations and data actions to act on data in different Adobe accounts.

Note: When you add more than one integration of a particular type, Genesys Cloud automatically makes the names unique by adding a number after the default name of each additional instance. Unique integration names differentiate the integrations and the associated data actions in the Genesys Cloud applications that reference them.

1. Add an integration.

The integration opens to the Details tab. On the Details tab, you can change the integration name and add notes about the integration.

Note: If you change the integration name, be sure to use unique names to differentiate the integrations and the associated actions in the Genesys Cloud applications that reference them.

1. Add credentials.

   1. Click the Configuration tab.

   2. Click the Credentials tab.

   3. Click Configure.

The Configure Credentials dialog box appears.

1. 1. Enter the following information:

      • Client ID: The client ID generated in the Adobe I/O Console.

      • Client Secret: The client secret generated in the Adobe I/O Console.

      • Organization ID: The organization ID in the Adobe I/O Console, formatted as org_ident@AdobeOrg.

      • Technical Account ID: The technical account ID in the Adobe I/O console, formatted as id@techacct.adobe.com.

      • Private Key: The private key that matches the public key in the Adobe I/O Console.

The private key could be generated by the Adobe I/O Console, or the private key could be part of a public/private key pair generated by the customer.

1. 1. • Login URL: The Adobe URL used to connect to the API.

The service defaults to https://ims-na1.adobelogin.com/ims/exchange/jwt.

1. 1. • Audience: The audience field for generating a JWT token, formatted as https://ims-na1.adobelogin.com/c/{api_key}.

For more information, see JWT (Service Account) Authentication in the Adobe I/O documentation.

1. 1. • Adobe Metascopes Assertions: The pipe-delimited metascope URLs for Adobe JSON Web Token (JWT) assertions.

The service defaults to https://ims-na1.adobelogin.com/s/ent_dataservices_sdk. For more information, see JWT Metascopes in the Adobe documentation.

1. 1. • Sandbox Name (optional): The name of the default sandbox that the integration uses.

If the sandbox name is set in a data action, the value used in the data action overrides the value in the credentials.

e. For more information, see Integration overview and prerequisites in the Adobe documentation.

1. 1. Click OK.

   2. Click Save.

A list of all integrations that you have installed appears.

1. Activate the integration.

Note: If you do not activate the integration, then you cannot test any data actions associated with the integration and the data actions will not appear in Genesys Cloud applications.

1. 1. Under the integration that you just added, click the Status toggle to change it from Inactive to Active.

A Change Status dialog box appears.

1. 1. Click Yes.

Add an AWS Lambda data action integration(click on link in the resources)

Important: You can install up to 10 integrations of each integration type in a single Genesys Cloud organization.

Prerequisites

• IAM resources created in your AWS account

To use the integration, add one or more AWS Lambda data actions integrations to your Genesys Cloud organization. Multiple integrations allow you to use different configurations and custom actions to act on data through different AWS Lambda functions.

Note: When you add more than one integration of a particular type, Genesys Cloud automatically makes the names unique by adding a number after the default name of each additional instance. Unique integration names differentiate the integrations and the associated data actions in the Genesys Cloud applications that reference them.

1. Add an integration.

The integration opens to the Details tab. On the Details tab, you can change the integration name and add notes about the integration.

Note: If you change the integration name, be sure to use unique names to differentiate the integrations and the associated actions in the Genesys Cloud applications that reference them.

1. Add credentials.

   1. Click the Configuration tab.

   2. Click the Credentials tab.

   3. Click Configure.

The Configure Credentials dialog box appears.

1. 1. Enter the following information:

      • Role ARN: The role in your AWS account that has access to one or more of your AWS Lambda functions. This credential allows Genesys Cloud to access and invoke the AWS Lambda functions associated with this role.

   2. Click OK.

   3. Click Save.

A list of all integrations that you have installed appears.

1. Activate the integration.

Note: If you do not activate the integration, then you cannot test any data actions associated with the integration and the data actions will not appear in Genesys Cloud applications.

1. 1. Under the integration that you just added, click the Status toggle to change it from Inactive to Active.

A Change Status dialog box appears.

1. 1. Click Yes.

Add Google Workspace as a single sign-on provider(click on link in the resources)

Prerequisites:

• Single Sign-on > Provider > Add, Delete, Edit, View permissions

• Admin role in your organization’s Google Workspace account

• User email addresses are the same in both Google Workspace and Genesys Cloud

Add Genesys Cloud as an application that organization members can access with the credentials to their Google Workspace account.

Notes:

• Genesys Cloud does not support assertion encryption for single sign-on third-party identity providers. The Genesys Cloud log in service requires Transport Layer Security (TLS). Since the channel is encrypted, there is no need to encrypt parts of the message.

• Administrators can optionally disable the default Genesys Cloud login and enforce authentication using a single sign-on provider. For more information, see Configure Genesys Cloud to authenticate with SSO only.

• Google Workspace does not support the automatic log out of SSO provider.

• The Google Workspace SSO integration does not work with third-party applications, including Chromium-based apps.

• Administrators can choose to store one more certificate to ensure business continuity. If one certificate becomes invalid or expires, the backup certificate preserves the integration.

· There is a general problem when a Service Provider (SP) receives a SAML response from an Identity Provider (IdP) and their system clocks are not in sync. This problem can result in users getting locked out of their single sign-on when logging in. The problem might be caused by the length of the clock skew between the SP and the IdP. Clock skews between Genesys Cloud and your identity provider cannot be greater than 10 seconds.

Configure Google Workspace

Create a custom Genesys Cloud application

1. In the Admin console, click Google > Apps > SAML.

2. Click (+) in the bottom-right corner.

3. In Step 1 Enable SSO for SAML Application, click Setup my own custom app.

4. In Step 2 Google IdP Information, complete the following fields and leave the rest of the fields blank or at the default settings.

Field

Description

SSO URL

Copy and save this URL to use as the Target URI in the Genesys Cloud configuration.

Entity ID

Copy and save this URL to use as the Issuer URI in the Genesys Cloud configuration.

Certificate

Download the certificate.

1. In Step 3 Basic Information for your Custom App, complete the following field and leave the rest of the fields blank or at the default settings.
   
   

Field

Description

Application Name

Type your Genesys Cloud application name.

1. In Step 4 Service Provider Details, complete the following fields and leave the rest of the fields blank or at the default settings.

Field

Description

ACS URL

Type the URL of your Genesys Cloud organization for the AWS region:
US East (N. Virginia): https://login.mypurecloud.com/saml
US East 2 (Ohio): https://login.use2.us-gov-pure.cloud/saml
US West (Oregon): https://login.usw2.pure.cloud/saml
Canada (Canada Central): https://login.cac1.pure.cloud/saml
South America (São Paulo): https://login.sae1.pure.cloud/saml
EU (Frankfurt): https://login.mypurecloud.de/saml
EU (Ireland): https://login.mypurecloud.ie/saml
EU (London): https://login.euw2.pure.cloud/saml
Asia Pacific (Mumbai) https://login.aps1.pure.cloud/saml
Asia Pacific (Seoul): https://login.apne2.pure.cloud/saml
Asia Pacific (Sydney): https://login.mypurecloud.com.au/saml
Asia Pacific (Tokyo): https://login.mypurecloud.jp/saml

Entity ID

Type a unique string that you want to use to identify the Entity ID, for example: mypurecloud.com/google

Name ID Format

From the list, select TRANSIENT.

1. In Step 5 Attribute Mapping, leave the default settings.

2. Click Finish.

SAML attributes

If the following extra SAML attributes are present in the assertion, Genesys Cloud acts on the attributes. The attributes are case-sensitive.

Attribute name

Attribute value

OrganizationName

• For identity provider-initiated single sign-on: Use the organization short name.

• For service provider-initiated single sign-on: Make sure that the organization name matches the organization name that you select. It is applicable when an organization maintains multiple Genesys Cloud organizations using a single identity provider.

email

Email address of the Genesys Cloud user to be authenticated.

• You must be an existing Genesys Cloud user.

• If the identity provider does not use an email address as the subject NameID, you require a valid email address.

ServiceName

(Optional) A valid URL for the browser to be redirected to after successful authentication, or one of the following keywords:

• directory (redirects to the Genesys Cloud Collaborate client)

• directory-admin (redirects to the Genesys Cloud Admin UI)

Configure Genesys Cloud

1. In Genesys Cloud, click Admin.

2. Under Integrations, click Single Sign-on.

3. Click the Google G Suite tab.

4. Type the identity provider metadata gathered from Google Workspace.

Field

Description

Certificate

To upload X.509 certificates for SAML signature validation, do one of the following.

1. To upload a certificate, click Select Certificates to upload.

2. Select the X.509 certificate.

3. Click Open.

4. Optionally, to load a backup certificate, repeat steps 1–3.

Or you can:

5. Drag and drop your certificate file.

6. Optionally, to load a backup certificate, repeat the first step.

Uploaded certificates appear with their expiration date. To remove a certificate, click X.

Issuer URI

Type the Entity ID from Step 2 Google IDP Information in the Google Workspace Genesys Cloud custom application, for example:
https://accounts.google.com/o/saml2?idpid=C0151g8I9

Target URI

Type the SSO URL from Step 2 Google IDP Information in the Google Workspace Genesys Cloud custom application, for example: https://accounts.google.com/o/saml2/idp?idpid=C0151g8I9

Relying Party Identifier

Type the Entity ID from Step 4 Service Provider Details in the Google Workspace Genesys Cloud custom application, for example: mypurecloud.com/google

Note: The values and functionality of the Entity ID in the Google IDP Information is different from the Entity ID in the Service Provider Details for your Genesys Cloud application.

1. Click Save.

Add Microsoft ADFS as a single sign-on provider(click on link in the resources)

Prerequisites:

• Single Sign-on > Provider > Add, Delete, Edit, View permissions

• Admin role in your organization’s ADFS account

• User email addresses are the same in both ADFS and Genesys Cloud

• Any Microsoft ADFS version that supports SAML 2.0. There are some differences in the configuration, depending on the version.

Add Genesys Cloud as an application that organization members can access with the credentials to their Microsoft ADFS account.

Notes:

• Genesys Cloud does not support assertion encryption for single sign-on third-party identity providers. The Genesys Cloud log in service requires Transport Layer Security (TLS). Since the channel is encrypted, there is no need to encrypt parts of the message.

• Administrators can optionally disable the default Genesys Cloud login and enforce authentication using an SSO provider only. For more information, see Configure Genesys Cloud to authenticate with SSO only.

• Administrators can choose to store one additional certificate to ensure business continuity. If one certificate becomes invalid or expires, the backup certificate will preserve the integration.

· There is a general problem when a Service Provider (SP) receives a SAML response from an Identity Provider (IdP) and their system clocks are not in sync. This problem can result in users getting locked out of their single sign-on when logging in. The problem might be caused by the length of the clock skew between the SP and the IdP. Clock skews between Genesys Cloud and your identity provider cannot be greater than 10 seconds.

• The Genesys Cloud desktop app does not support the installation of browser extensions. If you have configured an Azure Conditional Access policy that requires a browser extension, you will need to use a Genesys Cloud supported browser that has the Azure AD extension installed. Single sign-on will not work using the desktop app in this configuration.

Configure Microsoft ADFS

Get the certificate for ADFS configuration

1. In Genesys Cloud, click Admin.

2. Under Integrations, click Single Sign-on.

3. Click the ADFS/Azure AD (Premium) tab.

4. Under Genesys Cloud Signing Certificate, click Download Certificate.

5. Save the file.

Add a Relying Party Trust

1. Go to Administrative Tools > AD FS.

2. In the console tree, go to AD FS > Trust Relationships > Relying Party Trusts.

3. To open the wizard, click Add Relying Party Trust.

4. On the Select Data Source page, click Enter data about the replying party manually.

5. On the Specify Display Name page, enter a name for the replying party (that is Genesys Cloud).

6. On the Choose Profile page, click AD FS profile to select SAML.

7. Skip the Configure Certificate page.

8. In the Configure URL page, do the following steps:

   1. Click Enable support for SAML 2.0 WebSSO protocol.

b. In the field below the check box, type the following URL of your Genesys Cloud organization based on the AWS region.

AWS Region

URL

US East (N. Virginia)

https://login.mypurecloud.com/saml

US East 2 (Ohio)

https://login.use2.us-gov-pure.cloud/saml

US West (Oregon)

https://login.usw2.pure.cloud/saml

Canada (Canada Central)

https://login.cac1.pure.cloud/saml

South America (São Paulo)

https://login.sae1.pure.cloud/saml

EU (Frankfurt)

https://login.mypurecloud.de/saml

EU (Ireland)

https://login.mypurecloud.ie/saml

EU (London)

https://login.euw2.pure.cloud/saml

Asia Pacific (Mumbai)

https://login.aps1.pure.cloud/saml

Asia Pacific (Seoul)

https://login.apne2.pure.cloud/saml

Asia Pacific (Sydney)

https://login.mypurecloud.com.au/saml

Asia Pacific (Tokyo)

https://login.mypurecloud.jp/saml

1. In the Configure Identifiers page, type a value for the Relying party trust identifier. The value can be any unique string that you want to use to identify the relying party trust. On identifying a relying party in a request to the Federation Service, AD FS uses prefix matching logic to determine a matching party trust in the AD FS configuration database.

2. On the Configure Multi-factor authentication now page, choose whether to configure MFA.

Note: This document does not cover the procedure to configure MFA.

1. Leave all other settings at their defaults and click Close.

2. On the Relying Party Trusts page, right-click the trust that you created in the previous procedure and select Properties.

3. In the Endpoints tab, click Add SAML.

4. For Endpoint Type, choose SAML Logout.

AWS Region

URL

US East (N. Virginia)

https://login.mypurecloud.com/saml/logout

US East 2 (Ohio)

https://login.use2.us-gov-pure.cloud/saml/logout

US West (Oregon)

https://login.usw2.pure.cloud/saml/logout

Canada (Canada Central)

https://login.cac1.pure.cloud/saml/logout

South America (São Paulo)

https://login.sae1.pure.cloud/saml/logout

EU (Frankfurt)

https://login.mypurecloud.de/saml/logout

EU (Ireland)

https://login.mypurecloud.ie/saml/logout

EU (London)

https://login.euw2.pure.cloud/saml/logout

Asia Pacific (Mumbai)

https://login.aps1.pure.cloud/saml/logout

Asia Pacific (Seoul)

https://login.apne2.pure.cloud/saml/logout

Asia Pacific (Sydney)

https://login.mypurecloud.com.au/saml/logout

Asia Pacific (Tokyo)

https://login.mypurecloud.jp/saml/logout

1. Click OK.

2. In the Signature tab, click Add.

3. Choose the certificate saved in step 5 of “Get the certificate for ADFS configuration” and click Open.

4. Click OK.

Add the claim rules

Add three claim rules: Email, Email to NameID, and Org Name.

1. On the Relying Party Trusts page, right-click the trust that you created in the previous procedure and select Edit Claim Rules.

2. Add the Email rule:

   1. Click Add Rule.

b. Configure the claim rule with the following settings:

Property

Description

Claim rule template

Select Send LDAP Attributes as Claims.

Claim rule name

Type Email.

Attribute store

Select Active Directory.

LDAP Attribute

Select E-Mail Addresses.

Outgoing claim type

Select E-Mail Address.

1. 1. Click Finish.

2. Add the Email to NameID rule:

   1. Click Add Rule.

b. Configure the claim rule with the following settings:

Property

Description

Claim rule template

Select Transform an Incoming Claim.

Claim rule name

Type Email to NameID.

Incoming claim type

Select E-Mail Address.

Outgoing claim type

Select Name ID.

Outgoing name ID format

Select Transient Identifier.

Pass through all claims

Select Pass through all claim values.

c. Click Finish.

4. Add the Org Name rule:

1. 1. Click Add Rule.

b. Configure the claim rule with the following settings:

Property

Description

Claim rule template

Select Send Claims Using a Custom Rule.

Claim rule name

Type Org Name.

Custom rule

Enter the following text, and replace OrgName with the shortname of your Genesys Cloud organization. The organization name is case-sensitive.

=> issue(Type = "OrganizationName", Value = "OrgName");

1. 1. Click Finish.

2. In the Issuance Transform Rules tab, make sure that the rules are in the following order:

   1. Email

   2. Email to NameID

   3. Org Name

SAML attributes

If the following SAML attributes are present in the assertion, Genesys Cloud acts on those attributes. The attributes are case-sensitive.

Attribute name

Attribute value

OrganizationName

• For identity provider-initiated single sign-on: Use the organization short name.

• For service provider-initiated single sign-on: The organization name must match the organization that you select. Applicable when an organization maintains multiple Genesys Cloud organizations using a single identity provider.

email

Email address of the Genesys Cloud user to be authenticated.

• You must be an existing Genesys Cloud user.

• If the identity provider does not use an email address as the subject NameID, you require a valid email address.

ServiceName

(Optional) A valid URL for the browser to be redirected to after successful authentication, or one of the following keywords:

• directory (redirects to the Genesys Cloud Collaborate client)

• directory-admin (redirects to the Genesys Cloud Admin UI)

Get the certificate for Genesys Cloud configuration

1. In the console tree, go to AD FS > Service > Certificates.

2. Right-click the certificate under Token-signing and select View Certificate.

3. Click the Details tab and click Copy to file.

4. For the export file format, select Base-64 encoded X.509 (.CER).

5. For the file name, do the following steps:

   1. Click Browse.

   2. Type a file name.

   3. Click Save.

6. Click Finish.

Get the metadata for Genesys Cloud configuration

The metadata file contains the issuer (entityID) and the redirect URL for configuring Genesys Cloud.

1. In the console tree, go to AD FS > Service > Endpoints.

2. Navigate to and download the file called FederationMetadata.xml.

Select authentication methods

Select the authentication methods for logging into Genesys Cloud on the extranet and the intranet.

1. In the console tree, go to AD FS > Authentication Policies.

2. Under Primary Authentication > Global Settings, click Edit.

3. Under Extranet, check Forms Authentication.

4. Under Intranet, check Forms Authentication and Windows Authentication.

5. Click OK.

Configure Genesys Cloud

1. In Genesys Cloud, click Admin.

2. Under Integrations, click Single Sign-on.

3. Click the ADFS/Azure AD (Premium) tab.

4. Enter the Identity Provider metadata gathered from Microsoft ADFS.

Field

Description

Certificate

To upload X.509 certificates for SAML signature validation, do one of the following.

1. To upload a certificate, click Select Certificates to upload.

2. Select the X.509 certificate.

3. Click Open.

4. Optionally, to load a backup certificate, repeat steps 1–3.

Or you can:

5. Drag and drop your certificate file.

6. Optionally, to load a backup certificate, repeat the first step.

Uploaded certificates appear with their expiration date. To remove a certificate, click X.

Issuer URI

Enter the entityID from the FederationMetadata.xml file.

Target URI

Find the SingleSignOnService tag in the FederationMetadata.xml file with Binding equal to “urn:oasis:names:tc:SAML:2.0:bindings:HTTP-Redirect.” For example: <SingleSignOnService Binding="urn:oasis:names:tc:SAML:2.0:bindings:HTTP-Redirect" Location="https://your-adfs.com/adfs/ls”>

Use the URL contained in the “Location” attribute. For example: https://your-adfs.com/adfs/ls

Single Logout URI

Find the SingleLogoutService tag in the FederationMetadata.xml file with Binding equal to “urn:oasis:names:tc:SAML:2.0:bindings:HTTP-Redirect,” for example: <SingleLogoutService Binding="urn:oasis:names:tc:SAML:2.0:bindings:HTTP-Redirect" Location="https://your-adfs.com/adfs/ls”>

Use the URL contained in the “Location” attribute. For example: https://your-adfs.com/adfs/ls

Single Logout Binding

Select HTTP Redirect.

Relying Party Identifier

Add the unique identifier configured in step 9 when adding the Relying Party Trust.

1. Click Save.

Add Okta as a single sign-on provider(click on link in the resources)

Prerequisites:

• Single Sign-on > Provider > Add, Delete, Edit, and View permissions

• Admin role in your organization’s Okta account

• User email addresses are the same in both Okta and Genesys Cloud

Add Genesys Cloud as an application that organization members can access with the credentials to their Okta account.

Notes:

• Genesys Cloud does not support assertion encryption for single sign-on third-party identity providers. The Genesys Cloud log in service requires Transport Layer Security (TLS). Since the channel is encrypted, there is no need to encrypt parts of the message.

• Administrators can optionally disable the default Genesys Cloud login and enforce authentication using an SSO provider only. For more information, see Configure Genesys Cloud to authenticate with SSO only.

• Administrators can choose to store one additional certificate to ensure business continuity. If one certificate becomes invalid or expires, the backup certificate will preserve the integration.

· There is a general problem when a Service Provider (SP) receives a SAML response from an Identity Provider (IdP) and their system clocks are not in sync. This problem can result in users getting locked out of their single sign-on when logging in. The problem might be caused by the length of the clock skew between the SP and the IdP. Clock skews between Genesys Cloud and your identity provider cannot be greater than 10 seconds.

• The Genesys Cloud desktop app does not support the installation of browser extensions. If you have configured an Azure Conditional Access policy that requires a browser extension, you will need to use a Genesys Cloud supported browser that has the Azure AD extension installed. Single sign-on will not work using the desktop app in this configuration.

Configure Okta

Get the certificate for Okta configuration

1. In Genesys Cloud, click Admin.

2. Under Integrations, click Single Sign-on.

3. Click the Okta tab.

4. Under Genesys Cloud Signing Certificate, click Download Certificate.

5. Save the file.

Create a SAML application

1. Create a SAML application for Genesys Cloud. Follow the instructions for setting up a SAML application in Okta in the Okta developer documentation.

2. In the General > Single sign on URL field, type the URL of your Genesys Cloud organization based on the AWS region.

AWS Region

URL

US East (N. Virginia)

https://login.mypurecloud.com/saml

US East 2 (Ohio)

https://login.use2.us-gov-pure.cloud/saml

US West (Oregon)

https://login.usw2.pure.cloud/saml

Canada (Canada Central)

https://login.cac1.pure.cloud/saml

South America (São Paulo)

https://login.sae1.pure.cloud/saml

EU (Frankfurt)

https://login.mypurecloud.de/saml

EU (Ireland)

https://login.mypurecloud.ie/saml

EU (London)

https://login.euw2.pure.cloud/saml

Asia Pacific (Mumbai)

https://login.aps1.pure.cloud/saml

Asia Pacific (Seoul)

https://login.apne2.pure.cloud/saml

Asia Pacific (Sydney)

https://login.mypurecloud.com.au/saml

Asia Pacific (Tokyo)

https://login.mypurecloud.jp/saml

3. In General > Audience URI, the value can be any unique string that you want to use to identify your Genesys Cloud organization.

4. For General > Name ID Format, choose EmailAddress.

5. Click Show Advanced Settings.

1. For the General > Signature Certificate field, click Browse.

2. Choose the certificate file saved in step 5 of “Get the Certificate for Okta Configuration.”

3. Click Upload Certificate.

9. Click the General > Enable Single Logout check box.

10. In General > Single Logout URL, type the URL of your Genesys Cloud organization based on the AWS region.

AWS Region

URL

US East (N. Virginia)

https://login.mypurecloud.com/saml/logout

US East 2 (Ohio)

https://login.use2.us-gov-pure.cloud/saml/logout

US West (Oregon)

https://login.usw2.pure.cloud/saml/logout

Canada (Canada Central)

https://login.cac1.pure.cloud/saml/logout

South America (São Paulo)

https://login.sae1.pure.cloud/saml/logout

EU (Frankfurt)

https://login.mypurecloud.de/saml/logout

EU (Ireland)

https://login.mypurecloud.ie/saml/logout

EU (London)

https://login.euw2.pure.cloud/saml/logout

Asia Pacific (Mumbai)

https://login.aps1.pure.cloud/saml/logout

Asia Pacific (Seoul)

https://login.apne2.pure.cloud/saml/logout

Asia Pacific (Sydney)

https://login.mypurecloud.com.au/saml/logout

Asia Pacific (Tokyo)

https://login.mypurecloud.jp/saml/logout

1. Use the default values for other fields.

2. Specify the organization so that Genesys Cloud users do not need to enter it when they log in. Create a new entry in Attributes Statements (Optional) with the following values:

Field

Description

Name

Type OrganizationName.

Name Format

Leave set to Unspecified.

Value

Type the short name of your Genesys Cloud organization. If you do not know the short name of your organization, click Admin > Account Settings > Organization Settings in Genesys Cloud.

SAML attributes

If the following extra SAML attributes are present in the assertion, Genesys Cloud acts on the attributes. The attributes are case-sensitive.

Attribute name

Attribute value

email

Email address of the Genesys Cloud user to be authenticated.

• You must be an existing Genesys Cloud user.

• If the identity provider does not use an email address as the subject NameID, you require a valid email address.

ServiceName

(Optional) A valid URL for the browser to be redirected to after successful authentication, or one of the following keywords:

• directory (redirects to the Genesys Cloud Collaborate client)

• directory-admin (redirects to the Genesys Cloud Admin UI)

Get the metadata for Genesys Cloud configuration

1. In Sign on > Settings, click View Setup Instructions to display setup information.

2. Note the following Identity Provider metadata that you need for the Genesys Cloud configuration.

Metadata

Description

Identity Provider Single Sign-on URL

Use for the Target URI setting in Genesys Cloud.

Identity Provider Single Logout URL

Use for the Single Logout URI setting in Genesys Cloud.

Identity Provider Issuer

Use for the Okta Issuer URI setting in Genesys Cloud.

X.509 Certificate

Use for the Okta Certificate setting in Genesys Cloud.

Get the certificate for Genesys Cloud configuration

1. On the Identity Provider metadata page, click Download certificate.

2. Save the file as a .crt or .pem file.

Configure Genesys Cloud

1. In Genesys Cloud, click Admin.

2. Under Integrations, click Single Sign-on.

3. Click the Okta tab.

4. Provide the Identity Provider metadata gathered from Okta.

Field

Description

Certificate

To upload X.509 certificates for SAML signature validation, do one of the following.

1. To upload a certificate, click Select Certificates to upload.

2. Select the X.509 certificate.

3. Click Open.

4. Optionally, to load a backup certificate, repeat steps 1–3.

Or you can:

5. Drag and drop your certificate file.

6. Optionally, to load a backup certificate, repeat the first step.

Uploaded certificates appear with their expiration date. To remove a certificate, click X.

Issuer URI

Type the Identity Provider Issuer.

Target URL

Type the Identity Provider Single Sign-on URL.

Single Logout URI

Type the Identity Provider Single Logout URL.

Single Logout Binding

Choose HTTP Redirect.

Audience (Entity ID)

Type the value used in step 3 of “Create a SAML application.”

1. Click Save.

Add OneLogin as a single sign-on provider

Prerequisites

• Single Sign-on > Provider > Add, Delete, Edit, View permissions

• Admin role in your organization’s OneLogin account

• OneLogin Desktop Single Sign-on (SSO) unavailable

• User email addresses are the same in both OneLogin and Genesys Cloud

Add Genesys Cloud as an application that organization members can access with the credentials to their OneLogin account.

Notes:

• Genesys Cloud does not support assertion encryption for single sign-on third-party identity providers. The Genesys Cloud log in service requires Transport Layer Security (TLS). Since the channel is encrypted, there is no need to encrypt parts of the message.

• Administrators can optionally disable the default Genesys Cloud login and enforce authentication using an SSO provider only. For more information, see Configure Genesys Cloud to authenticate with SSO only.

• Administrators can choose to store one additional certificate to ensure business continuity. If one certificate becomes invalid or expires, the backup certificate will preserve the integration.

· There is a general problem when a Service Provider (SP) receives a SAML response from an Identity Provider (IdP) and their system clocks are not in sync. This problem can result in users getting locked out of their single sign-on when logging in. The problem might be caused by the length of the clock skew between the SP and the IdP. Clock skews between Genesys Cloud and your identity provider cannot be greater than 10 seconds.

• The Genesys Cloud desktop app does not support the installation of browser extensions. If you have configured an Azure Conditional Access policy that requires a browser extension, you will need to use a Genesys Cloud supported browser that has the Azure AD extension installed. Single sign-on will not work using the desktop app in this configuration.

Configure OneLogin

Create a SAML application

1. Add the OneLogin app called SAML Custom Connector (Advanced).

2. In the app page, click the Configuration tab.

3. Complete the following fields and leave the remaining fields blank.

Field

Description

Audience (Entity ID)

Type a value used for identifying your organization to the Identity Provider, that is “genesys.cloud.my-org.”

ACS (Consumer) URL Validator

Type the URL of your Genesys Cloud organization for the AWS region:

US East (N. Virginia): ^https:\/\/login\.mypurecloud\.com\/saml
US East 2 (Ohio): ^https:\/\/login\.use2.us-gov-pure\.cloud\/saml
US West (Oregon): ^https:\/\/login\.usw2\.pure\.cloud\/saml
Canada (Canada Central): ^https:\/\/login\.cac1\.pure\.cloud\/saml
South America (São Paulo): ^https:\/\/login\.sae1\.pure\.cloud\/saml
EU (Frankfurt): ^https:\/\/login\.mypurecloud\.de\/saml
EU (Ireland): ^https:\/\/login\.mypurecloud\.ie\/saml
EU (London): ^https:\/\/login\.euw2\.pure\.cloud\/saml
Asia Pacific (Mumbai): ^https:\/\/login\.aps1\.pure\.cloud\/saml
Asia Pacific (Seoul): ^https:\/\/login\.apne2\.pure\.cloud\/saml
Asia Pacific (Sydney): ^https:\/\/login\.mypurecloud\.com\.au\/saml
Asia Pacific (Tokyo): ^https:\/\/login\.mypurecloud\.jp\/saml

ACS (Consumer) URL

Type the URL of your Genesys Cloud organization for the AWS region:
US East (N. Virginia): https://login.mypurecloud.com/saml
US East 2 (Ohio): https://login.use2.us-gov-pure.cloud/saml
US West (Oregon): https://login.usw2.pure.cloud/saml
Canada (Canada Central): https://login.cac1.pure.cloud/saml
South America (São Paulo): https://login.sae1.pure.cloud/saml
EU (Frankfurt): https://login.mypurecloud.de/saml
EU (Ireland): https://login.mypurecloud.ie/saml
EU (London): https://login.euw2.pure.cloud/saml
Asia Pacific (Mumbai): https://login.aps1.pure.cloud/saml
Asia Pacific (Seoul): https://login.apne2.pure.cloud/saml
Asia Pacific (Sydney): https://login.mypurecloud.com.au/saml
Asia Pacific (Tokyo): https://login.mypurecloud.jp/saml

Single Logout URL

Type the URL of your Genesys Cloud organization for the AWS region:

US East (N. Virginia): https://login.mypurecloud.com/saml/logout
US East 2 (Ohio): https://login.use2.us-gov-pure.cloud/saml/logout
US West (Oregon): https://login.usw2.pure.cloud/saml/logout
Canada (Canada Central): https://login.cac1.pure.cloud/saml/logout
South America (São Paulo): https://login.sae1.pure.cloud/saml/logout
EU (Frankfurt): https://login.mypurecloud.de/saml/logout
EU (Ireland): https://login.mypurecloud.ie/saml/logout
EU (London): https://login.euw2.pure.cloud/saml/logout
Asia Pacific (Mumbai): https://login.aps1.pure.cloud/saml/logout
Asia Pacific (Seoul): https://login.apne2.pure.cloud/saml/logout
Asia Pacific (Sydney): https://login.mypurecloud.com.au/saml/logout
Asia Pacific (Tokyo): https://login.mypurecloud.jp/saml/logout

Sign SLO Request

Check the box.

Sign SLO Response

Check the box.

1. Click the Parameters tab.

2. Click Add parameter.

3. Complete the following fields.

Field

Description

Name

Type OrganizationName.

Flags

Check Include in SAML assertion.

1. Click Save.

2. Click the newly created OrganizationName parameter.

3. In the Value field:

   1. From the list, select Macro.

   2. Type the short name of your Genesys Cloud organization. If you do not know the short name of your organization, click Admin > Account Settings > Organization Settings in Genesys Cloud.

4. Click Save.

SAML attributes

If the following extra SAML attributes are present in the assertion, Genesys Cloud acts on the attributes. The attributes are case-sensitive.

Attribute name

Attribute value

email

Email address of the Genesys Cloud user must be authenticated.

• You must be an existing Genesys Cloud user.

• If the identity provider does not use an email address as the subject NameID, you need a valid email address.

ServiceName

(Optional) A valid URL for the browser to be redirected to after successful authentication, or one of the following keywords:

• directory (redirects to the Genesys Cloud Collaborate client)

• directory-admin (redirects to the Genesys Cloud Admin UI)

Get the certificate for the Genesys Cloud configuration

1. Click the SSO tab.

2. Under Certificate, click View Details.

3. Under the X.509 Certificate, select “X.509 PEM” and click Download.

4. Save the certificate for later use.

Get the metadata for the Genesys Cloud configuration

Note: Genesys Cloud supports the http-redirect SAML URL only. The OneLogin SSO tab no longer shows this URL by default in the SAML 2.0 Endpoint (HTTP) field. (It now shows the http-post URL instead.) However, the http-redirect URL is still available in the SAML Metadata file.

1. Click the SSO tab.

2. Copy the following metadata that you need for the Genesys Cloud configuration to a text file.

Field

Description

Issuer URL

Copy the URL from the Issuer URL field.

SAML 2.0 Endpoint (HTTP)

1. Under More Actions, click SAML Metadata.

2. Download and open the SAML Metadata file.

3. Find the SingleSignOnService tag with Binding equal to “urn:oasis:names:tc:SAML:2.0:bindings:HTTP-Redirect,” for example: <SingleSignOnService Binding="urn:oasis:names:tc:SAML:2.0:bindings:HTTP-Redirect" Location="https://your-organization/onelogin.com/trust/saml2/http-redirect/sso/123456>

4. Copy the URL following “Location =,” for example:
https://your-organization/onelogin.com/trust/saml2/http-redirect/sso/123456

SLO Endpoint (HTTP)

Copy the URL from the SLO Endpoint (HTTP) field.

Configure Genesys Cloud

1. In Genesys Cloud, click Admin.

2. Under Integrations, click Single Sign-on.

3. Click the OneLogin tab.

4. Enter the information gathered in the previous procedure:

Field

Description

Certificate

To upload X.509 certificates for SAML signature validation, do one of the following.

1. To upload a certificate, click Select Certificates to upload.

2. Select the X.509 certificate.

3. Click Open.

4. Optionally, to load a backup certificate, repeat steps 1–3.

Or you can:

5. Drag and drop your certificate file.

6. Optionally, to load a backup certificate, repeat the first step.

Uploaded certificates appear with their expiration date. To remove a certificate, click X.

OneLogin Issuer URI

Type the URL from the Issuer URL field in OneLogin.

Target URL

Type the URL from the SAML 2.0 Endpoint (HTTP) field.

Single Logout URI

Type the URL from the SLO Endpoint (HTTP) field in OneLogin.

Single Logout Binding

Select HTTP Redirect.

Audience (Entity ID)

Type the OneLogin Audience (EntityID) value. Make sure that this value is the same in both Genesys Cloud and OneLogin.

1. Click Save.

Add Ping Identity as a single sign-on provider(click on link in the resources)

Prerequisites:

• Single Sign-on > Provider > Add, Delete, Edit, View permissions

• Admin role in your organization’s Ping Identity account

• User email addresses are the same in both Ping Identity and Genesys Cloud

Add Genesys Cloud as an application that organization members can access with the credentials to their Ping Identity account.

Notes:

• Genesys Cloud does not support assertion encryption for single sign-on third-party identity providers. The Genesys Cloud log in service requires Transport Layer Security (TLS). Since the channel is encrypted, there is no need to encrypt parts of the message.

• Administrators can optionally disable the default Genesys Cloud login and enforce authentication using an SSO provider only.

• Administrators can choose to store one additional certificate to ensure business continuity. If one certificate becomes invalid or expires, the backup certificate will preserve the integration.

· There is a general problem when a Service Provider (SP) receives a SAML response from an Identity Provider (IdP) and their system clocks are not in sync. This problem can result in users getting locked out of their single sign-on when logging in. The problem might be caused by the length of the clock skew between the SP and the IdP. Clock skews between Genesys Cloud and your identity provider cannot be greater than 10 seconds.

• The Genesys Cloud desktop app does not support the installation of browser extensions. If you have configured an Azure Conditional Access policy that requires a browser extension, you will need to use a Genesys Cloud supported browser that has the Azure AD extension installed. Single sign-on will not work using the desktop app in this configuration.

Configure Ping Identity

Create a custom Genesys Cloud application

1. In PingIdentity, click Connections > Applications.

2. Click the plus sign next to Applications.

3. Click Web App and click Configure for the SAML option.

4. In the Create App Profile page, complete the following fields and leave the remaining fields blank or at the default settings.

Field

Description

Application Name

Type your Genesys Cloud application name.

Application Description

Type a short description of the application.

1. In the Configure SAML Connection page, complete the following fields and leave the remaining fields blank or at the default settings.
   
   

Field

Description

ACS URLS

Type the URL of your Genesys Cloud organization for the AWS region:
US East (N. Virginia): https://login.mypurecloud.com/saml
US East 2: (Ohio): https://login.use2.us-gov-pure.cloud/saml
US West (Oregon): https://login.usw2.pure.cloud/saml
Canada (Canada Central): https://login.cac1.pure.cloud/saml
South America (São Paulo): https://login.sae1.pure.cloud/saml
EU (Frankfurt): https://login.mypurecloud.de/saml
EU (Ireland): https://login.mypurecloud.ie/saml
EU (London): https://login.euw2.pure.cloud/saml
Asia Pacific (Mumbai): https://login.aps1.pure.cloud/saml
Asia Pacific (Seoul): https://login.apne2.pure.cloud/saml
Asia Pacific (Sydney): https://login.mypurecloud.com.au/saml
Asia Pacific (Tokyo): https://login.mypurecloud.jp/saml

Signing Key

1. Click Download Signing Certificate.

2. Choose X509 PEM (.crt).

3. Save the file.

Signing Algorithm

Select RSA_SHA256.

Entity ID

Type a unique string that you want to use to identify your Genesys Cloud organization, for example: genesys.cloud.my-org.

SLO Endpoint

Type the URL of your Genesys Cloud organization for the AWS region:
US East (N. Virginia): https://login.mypurecloud.com/saml/logout
US East 2 (Ohio): https://login.use2.us-gov-pure.cloud/saml/logout
US West (Oregon): https://login.usw2.pure.cloud/saml/logout
Canada (Canada Central): https://login.cac1.pure.cloud/saml/logout
South America (São Paulo): https://login.sae1.pure.cloud/saml/logout
EU (Frankfurt): https://login.mypurecloud.de/saml/logout
EU (Ireland): https://login.mypurecloud.ie/saml/logout
EU (London): https://login.euw2.pure.cloud/saml/logout
Asia Pacific (Mumbai): https://login.aps1.pure.cloud/saml/logout
Asia Pacific (Seoul): https://login.apne2.pure.cloud/saml/logout
Asia Pacific (Sydney): https://login.mypurecloud.com.au/saml/logout
Asia Pacific (Tokyo): https://login.mypurecloud.jp/saml/logout

SLO Binding

Select HTTP Redirect.

Subject NameID Format

Select “urn:oasis:names:tc:SAML:1.1:nameid-format:emailAddress.”

Assertion Validity Duration (In Seconds)

Type a value that determines how long the assertions in the SAML authentication response are valid. 60 seconds are sufficient.

1. In the Attribute Mapping page, add these attributes.
   
   

Attribute

Description

Email

Select Email Address.

OrganizationName

1. Click Add Attribute.

2. Click Advanced Expression.

3. In the Expression field, type your Genesys Cloud organization short name in quotes. Example: “my-org-name.”

4. Click Save.

ServiceName

(Optional) A valid URL for the browser to be redirected to after successful authentication, or one of the following keywords:

· directory (redirects to the Genesys Cloud Collaborate client)

· directory-admin (redirects to the Genesys Cloud Admin UI)

7. Click Add Attribute.

8. Click Advanced Expression.

9. In the Expression field, type your Genesys Cloud organization short name in quotes. Example: “directory.”

10. Click Save.

1. Click Save and Publish.

Get the metadata for Genesys Cloud configuration

1. In PingIdentity, click Connections > Applications.

2. Expand the application created for Genesys cloud, click the Configuration tab. Note the following Identity Provider metadata that you need for the Genesys Cloud configuration.

Metadata

Description

Issuer ID

Use for the Ping Issuer URI setting in Genesys Cloud.

Single Logout Service

Use for the Single Logout URI setting in Genesys Cloud.

Single Signon Service

Use for the Target URL setting in Genesys Cloud.

Configure Genesys Cloud

1. In Genesys Cloud, click Admin.

2. Under Integrations, click Single Sign-on.

3. Click the Ping Identity tab.

4. Enter the Identity Provider metadata gathered from PingIdentity.

Field

Description

Certificate

To upload X.509 certificates for SAML signature validation, do one of the following.

1. To upload a certificate, click Select Certificates to upload.

2. Select the X.509 certificate.

3. Click Open.

4. Optionally, to load a backup certificate, repeat steps 1–3.

Or you can:

5. Drag and drop your certificate file.

6. Optionally, to load a backup certificate, repeat the first step.

Uploaded certificates appear with their expiration date. To remove a certificate, click X.

Issuer URI

Type the Issuer ID.

Target URL

Type the Single Signon Service.

Single Logout URI

Type the Single Logout Service.

Single Logout Binding

Select HTTP Redirect.

Relying Party Identifier

Type the unique string that you specified as the Entity ID in PingIdentity.

1. Click Save.