HOW TO: Configure Genesys Cloud for eMite Integration

Overview

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

• The Application Integration describes 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.

1. Login to Genesys Cloud and select Admin.

2. Under Account Settings, click Organization Settings.

3. The Organization short name is listed on the Organization Details tab.

Application Redirect URL

To configure Single Sign-On between Genesys Cloud and eMite, you will need to provide an authorized redirect URL.

This URL will be determined by your Region Code and Organization Short Name. The URL will be in the form:

https://<RegionCode>-cloud.emite.com/emite/<organizationShortName>/Auth/OAuthPureCloud?org=<organizationShortName> 

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.

2. Under Directory, click Groups.

3. Click Add Group and add the following groups:

• Name: emite_Access

• Type: Official

• Visibility: Public

Assign Users to Groups

1. Select Admin from Genesys Cloud main menu.

2. Under Directory, click Groups.

3. Search the group name that you would like to add users.

4. Under Group Details tab, select Edit.

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.

2. Under Integrations, click Integrations.

3. Click Integrations

4. In Custom Client Application, click Install.

5. Under Details tab, set the Name to "eMite Advanced Analytics".

6. Set Status to Active.

7. Select Yes in the Change Status prompt.

8. Select the Configuration tab, and complete configuration as follows:

• 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.

2. Under Integrations, Click OAuth.

3. Click Add Client.

4. Fill in the following fields:

• App Name: emite_SSO

• Description: <leave blank> (This is an extended field to provide a more detailed description if desired)

• Token Duration: 86400 (default value; equal to 24 hours)

• Grant Types: Select Code Authorization

• Authorized Redirect: This is the eMite redirect URL as described above

• Add Scopes: authorization:readonly, groups:readonly, integrations:readonly, oauth:readonly, organization:readonly, user:readonly

5. Click Save. The following should be presented:

• Client ID: This is the OAuth Client ID that is required by eMite

• Client Secret: This is the OAuth Client Secret that is required by eMite

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.

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

3. Click Add Role.

4. Under Role Details tab, set the Name to “eMite Data Integration”.

5. Click the Permissions tab and assign permissions defined in the table below.

• Input the permission name in the Permission search field.

• Select the checkbox for the required permission level.

6. Once all the permissions have been selected, click Save.

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

• Navigate to Admin → People & Permissions → People

• Search and select your User Name

• Select the Roles tab

• Select View All roles

• Search for the eMite Adapter role

• Toggle the Assigned button to assign it to yourself

• Click Save

Create OAuth Client for API Integration (Historical Data)

1. Select Admin from the Genesys Cloud main menu.

2. Under Integrations, click OAuth.

3. Click Add Client.

4. Fill out the following fields:

• App Name: emite_APIdata

• Description: <leave blank> (This is an extended field to provide a more detailed description if desired)

• Token Duration: 86400 (default value; equal to 24 hours)

• Grant Types: Select Client Credentials

5. Select Role tab.

6. Enable the eMite Data Integration role that you created previously.

7. Add All Divisions to the enabled role.

8. Go back to Client Details tab.

9. Click Save and the following should be presented:

• Client ID: This is the OAuth Client ID that is required by eMite

• Client Secret: This is the OAuth Client Secret that is required by eMite

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

1. Select Admin from the Genesys Cloud main menu.

2. Under Integrations, click OAuth.

3. Click Add Client.

4. Fill out the following fields:

• App Name: emite_RealtimeData

• Description: <leave blank> (This is an extended field to provide a more detailed description if desired)

• Token Duration: 86400 (default value; equal to 24 hours)

• Grant Types: Select Client Credentials

5. Select Role tab.

6. Enable the eMite Data Integration role that you created previously.

7. Add All Divisions to the enabled role.

8. Go back to Client Details tab.

9. Click Save and the following should be presented:

• Client ID: This is the OAuth Client ID that is required by eMite

• Client Secret: This is the OAuth Client Secret that is required by eMite

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.

2. Under Directory, click Groups.

3. Click Add Group and add the following groups:

• Name: emite_DashboardViewer Members of this group will be able to only view dashboard pages & reports within eMite.

• Type: Official

• Visibility: Public

• Name: emite_DashboardCreator Members of this group will be able to view, edit, and create dashboard pages & reports within eMite.

• Type: Official

• Visibility: Public

Assign Users to Groups

1. Select Admin from Genesys Cloud main menu.

2. Under Directory, click Groups.

3. Search the group name that you would like to add users.

4. Under Group Details tab, select Edit.

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

6. Click Save.

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.

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 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