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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.
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Custom Application Configuration
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This guide is intended for a Genesys Cloud Administrator and requires Admin privileges within Genesys Cloud. |
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Integration Checkpoint All configuration items configured below must be sent to eMite using the Genesys Cloud Integration Details Form. |
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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:
Login Domain | Region Name | Region Code | |
Asia Pacific (Sydney) | au | ||
Asia Pacific (Tokyo) | jp | ||
EMEA (Dublin) | eu | ||
EMEA (Frankfurt) | eucentral | ||
login.euw2.pure.cloud | EMEA (London) | uk | |
Americas (US East) | useast | ||
login.usw2.pure.cloud | Americas (US West) | uswest | |
login.cac1.pure.cloud | Canada (Central Canada) | cndCanada (Central Canada) | cnd |
login.mec1.pure.cloud | Middle East (UAE) | me |
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.
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Generic Integration Checkpoint These details can now be sent to eMite:
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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
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Create Access Group
1. Select Admin from Genesys Cloud main menu.
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5. Input the name of each user that you want to add to the group in the Add User field.
6. Click Save.
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Create Custom Client Application
1. Select Admin from Genesys Cloud main menu.
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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.
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Create OAuth Client
1. Select Admin from Genesys Cloud main menu.
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Application Integration Checkpoint These details can now be sent to eMite:
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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
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Create an eMite Adapter Role
1. Log on to Genesys Cloud and select Admin.
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All Outbound Permissions listed must be selected, even if your organization does not use outbound campaigns. |
# | Type | Permission Name | Permission Level |
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1 | Analytics | Conversation Detail | View |
2 | Analytics | Conversation Aggregate | View |
3 | Analytics | Conversation properties | All Permissions |
4 | Analytics | Evaluation Aggregate | View |
5 | Analytics | Queue Observation | View |
6 | Analytics | User Aggregate | View |
7 | Analytics | User Detail | View |
8 | Analytics | User observation | View |
9 | Analytics | Flow Aggregate | View |
10 | Analytics | Survey Aggregate | View |
11 | Conversation | Communication | View |
12 | Architect | Flow | View |
13 | Authorization | Grant | View |
14 | Directory | User | View |
15 | Directory | User profile | View |
16 | External Contacts | Contact | View |
17 | Outbound | Campaign sequence | View |
18 | Outbound | Campaign | View |
19 | Outbound | Contact list | View |
20 | Outbound | Contact | View |
21 | Outbound | Response set | View |
22 | Outbound | Wrap up code mapping | View |
23 | Routing | Queue | View |
24 | Routing | Queue | Join |
25 | Routing | Queue | Search |
26 | Routing | Wrap up code | View |
27 | Quality | Evaluation Form | View |
28 | Quality | Evaluation | View |
29 | Quality | Survey | View |
30 | WFM | Agent | View |
31 | WFM | Agent | Edit |
32 | WFM | Historical Adherence | View |
33 | WFM | Realtime Adherence | View |
34 | WFM | Adhoc Forecast | View |
35 | WFM | Agent Schedule | View |
36 | WFM | Intraday | View |
37 | WFM | Agent Schedule Notification | View |
38 | WFM | Activity Code | View |
39 | WFM | Management Unit | View |
40 | WFM | Management Unit | Edit |
41 | WFM | Time Off Request | View |
7. Add the newly created eMite Data Integration role to yourself.
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Unless you have assigned the role to yourself, you will not be able to assign it to any OAuth later in the process. |
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Create OAuth Client for API Integration (Historical Data)
1. Select Admin from the Genesys Cloud main menu.
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Data Integration Checkpoint These details can now be sent to eMite:
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OAuth Client for Genesys Cloud Channel Subscription (Real-time data)
1. Select Admin from the Genesys Cloud main menu.
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Data Integration Checkpoint These details can now be sent to eMite:
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OPTIONAL: OAuth Clients for Genesys Cloud WFM
These additional OAuth Clients are only required if your Organization is using Genesys Cloud WFM.
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One additional OAuth for API Integration (i.e. Historical) - named emite_WFMLookback
One additional OAuth for Channel Subscription (i.e. Real-time) - named emite_WFMActivity
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User Integration
Create Groups
1. Select Admin from Genesys Cloud main menu.
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Note: Users that are added to the _DashboardCreator group will be able to create, edit, and share additional wallboards and dashboards in eMite.
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Assign Users to Groups
1. Select Admin from Genesys Cloud main menu.
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User Integration Checkpoint All configuration items configured above must be sent to eMite using the Genesys Cloud Integration Details Form.
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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.
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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
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Integration Checkpoint
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Integration Checkpoint All configuration items configured above must be sent to eMite using the Genesys Cloud Integration Details Form. |