How do I integrate with Genesys Cloud?

Required Feature Flags

The following feature flags and permissions are required to use this feature:

Feature Flag	Technical Name	Description
Integrations	`admin.integration.settings` (contract-level)	Enables the Integrations menu and the Genesys Cloud integration tile

Required Permissions:

Manage Integrations (admin.integration.settings) — to authenticate, configure, and manage the Genesys Cloud integration

Overview

In this guide, you'll learn how to set up the Genesys Cloud integration in evaluagent to import your conversations from your Genesys account.

Go to Conversations > Integrations > select the Genesys Cloud tile.

The Genesys Cloud integration enables you to import calls, chats, emails, and messages into evaluagent. You will need a user with admin access to Genesys Cloud to complete this configuration.

Genesys Integration Set-up Requirements

You need an active Genesys Cloud account.
You need a user that has admin access to your Genesys account.
You will need to be able to grant the following permissions to our integration in your Genesys Cloud account:

* _Analytics > Conversation Detail > View_ * _Recording > Recording > Access_ * _Recording > Recording > Download_ * _Recording > Recording > View_ * _Conversation > Message > View_ * _Conversation > Communication > View_ (optional, if you have custom fields)

Step 1: Authentication

Click Authenticate and you'll be directed automatically into Genesys Cloud to authorise the integration with evaluagent. Allow Genesys Cloud to integrate with evaluagent.

Step 2: Configure

Once you've completed authentication, you'll be directed to the configuration screen.

Part 1: Choose How Much Ticket Information Will Be Fetched

You have 2 options:

Only fetch the ticket reference and any associated metadata (e.g. tags); or
In addition to this core data, fetch the full conversation thread (recommended).

By choosing the second option, you'll be able to access a copy of the full information of all interactions between customer and agent(s) as an integral part of the evaluation process.

Part 2: Settings

Confirm whether you use Single Channel or Dual Channel settings for calls on your Genesys account.
Select which channels and conversation types you want to import from your Genesys account into evaluagent:

* Voice/Calls * Messages * Email * Chat * Screen (screen recordings)

Part 3: How to Evaluate Multi-response Tickets

When evaluating tickets that contain multiple responses, you have 3 options:

Option 1 — Split multi-response tickets so that each response can be evaluated separately.
Option 2 — Split multi-response tickets so that all responses from the same agent on the ticket are grouped together so that each agent's group of responses can be evaluated separately.
Option 3 — Don't split multi-response tickets and assign the full ticket for evaluation to any one of the agents that have responded on the ticket. By default, evaluagent assigns the ticket and any resulting evaluation to the last responding agent but you may change this to any other agent who has responded to the ticket at the point of evaluation.

Part 4: Data Retention

Decide how long evaluated and non-evaluated tickets remain available in evaluagent. Any contacts older than your selection will be purged and permanently deleted from evaluagent in line with our secure data storage and deletion policies.

On clicking Save, evaluagent will start importing tickets on a regular (typically hourly) cycle.

FAQs

What conversation types do you support?

* With our Genesys Cloud integration, you can import your call recordings, messages, emails and chats. You can decide which conversation types you want to import on the Configure tab for the Genesys Cloud integration.