Page Comparison

...

Overview

There are three different integrations between Genesys Cloud and eMite - Application, Data, and Users.

• The Application Integrationdescribes the configuration of eMite as an App within Genesys Cloud and shared user authentication for SSO functionality.

• The Data Integration describes the configuration of OAuth credentials within Genesys Cloud for access to Genesys Cloud APIs and Notification Service.

• The Users Integration describes the configuration of Genesys Cloud groups for shared permissions and data visibility within eMite.

...

Custom Application Configuration

...

Generic Integration Information

Genesys Cloud Region

Your Genesys Cloud region will determine the URLs used in the integrations between eMite and Genesys Cloud. If you do not know your region, please refer to your login URL to determine the corresponding region, as below:

Organization Short Name

The Organization short name is stored in the Account settings. It is a unique name which is used to identify the Genesys Cloud organization.

...

...

Application Integration

The following processes are required to create an application integration within Genesys Cloud for eMite:

• Genesys Cloud user group for application access

• Application link in Genesys Cloud Apps menu

• OAuth Client for SSO Authentication

...

Create Access Group

1. Select Admin from Genesys Cloud main menu.

...

5. Input the name of each user that you want to add to the group in the Add User field.

6. Click Save.

...

Create Custom Client Application

1. Select Admin from Genesys Cloud main menu.

...

• Application URL: This will be in the format https://<RegionCode>-cloud.emite.com/emite/<organizationShortName>/Auth/OAuthPureCloud?org=<organizationShortName> as defined in General Integration Information above.

• Application Type: select Standalone

• Application Category: <blank>

• Iframe Sandbox Options: allow-scripts, allow-same-origin, allow-forms, allow-modals, allow-popups, allow-downloads

• Group Filtering: Add the emite_Access group created above

9. Click Save.

...

Create OAuth Client

1. Select Admin from Genesys Cloud main menu.

...

...

Data Integration

The following processes are required for data integration between Genesys Cloud and eMite:

• Genesys Cloud Role for OAuth permissions

• OAuth Client for API Polls (Historical data)

• OAuth Client for Notification Subscription (Real-time data)

• Optional OAuth Clients for WFM data

...

Create an eMite Adapter Role

1. Log on to Genesys Cloud and select Admin.

...

7. Add the newly created eMite Data Integration role to yourself.

...

...

Create OAuth Client for API Integration (Historical Data)

1. Select Admin from the Genesys Cloud main menu.

...

...

OAuth Client for Genesys Cloud Channel Subscription (Real-time data)

1. Select Admin from the Genesys Cloud main menu.

...

...

OPTIONAL: OAuth Clients for Genesys Cloud WFM

There are two different modules used by eMite to poll Workforce Management data in order to cover scheduling and adherence. This requires that two separate OAuth Clients are generated for use with WFM, as outlined in the previous 2 sections.

1. One additional OAuth for API Integration (i.e. Historical) - named emite_WFMLookback

2. One additional OAuth for Channel Subscription (i.e. Real-time) - named emite_WFMActivity

...

User Integration

Create Groups

1. Select Admin from Genesys Cloud main menu.

...

...

Assign Users to Groups

1. Select Admin from Genesys Cloud main menu.

...

...

Assign eMite Roles and Permissions

The eMite application onboards data for every agent in your Genesys Cloud Organization. It utilizes a data onboarding license which is tracked using the integration > emiteApps > View Genesys Cloud permission.
This means that every agent that eMite collects data for must have the integration > emiteApps > View permission assigned, no matter how many users actually access the eMite dashboards.

It is a data onboarding license, rather than an application access license.

To make your agents compliant, please login to your Genesys Cloud org with administrative privileges. You need to have the ability to create roles, assign permissions to those roles, and assign those roles to users.

In There are currently two methods to add the eMite permission to all of your agents:

1) The Manual Method:

1. Create a division specific Role for each Division that is utilizing eMite, using the format eMite_DivisionName (if it does not already exist). In the example screenshot above, the role would be named eMite_Home.

2. Add the integration > emiteApps > View permission to the above role.

3. Assign the above role to all agents (Genesys Cloud 1, 2 or 3 users) in the division.

4. Repeat steps 1 to 3 for all remaining Divisions in your org that eMite is onboarding data for / providing reporting for.

2) The Automated Method:

1. Login to your Genesys Cloud org with administrative privileges. You need to have the ability to create roles, assign permissions to those roles, and assign those roles to users within each division.

2. In another browser tab, open one of the following links based on your Genesys Cloud org

...

1. region: (You can check your region based on your corresponding login URL, here: https://help.mypurecloud.com/articles/aws-regions-for-purecloud-deployment/ )

• Americas (US East): https://em-prod-provision.emitecloud.com/provision/updatepermission.html?langTag=en-us&environment=mypurecloud.com

• Americas (US West): https://em-prod-provision.emitecloud.com/provision/updatepermission.html?langTag=en-us&environment=usw2.pure.cloud

• EMEA (Frankfurt): https://em-prod-provision.emitecloud.com/provision/updatepermission.html?langTag=en-us&environment=mypurecloud.de

• EMEA (Dublin): https://em-prod-provision.emitecloud.com/provision/updatepermission.html?langTag=en-us&environment=mypurecloud.ie

• Asia Pacific (Sydney): https://em-prod-provision.emitecloud.com/provision/updatepermission.html?langTag=en-us&environment=mypurecloud.com.au

• Asia Pacific (Tokyo): https://em-prod-provision.emitecloud.com/provision/updatepermission.html?langTag=en-us&environment=mypurecloud.jp

...

...

Integration Checkpoint