Plans and permissions:
- Import team members from Genesys Cloud: Admin or Manager role, or a custom role with Manage team set to Create, edit, or delete any person or Create, edit, or delete certain people
- Our team connects Genesys Cloud for you. You need a Genesys Cloud admin to create the OAuth client.
Use the Genesys Cloud integration to bring your Genesys agent states, conversations, queues, and skills into Assembled, so you can forecast, schedule, and track adherence for your Genesys team. You create an OAuth client in Genesys Cloud, and our team uses it to connect your account.
How the Genesys Cloud integration works
- Agent states and conversations each sync about every 30 seconds. Assembled also reads your Genesys queues and skills.
- Channels come from each conversation’s media type: chat and message go to Chat, email to Email, and voice, callback, video, and any other type to Phone.
- Queues: To split Genesys conversations into queues, create queue rules in Configure > Queues and exclusions, matching on Queue ID, Queue Name, Skill ID, Skill Name, Requested Routing Skill ID, or Requested Routing Skill Name. See Queues and exclusions.
Create an OAuth client in Genesys Cloud
- In Genesys Cloud, go to Admin > Integrations > OAuth.
- Select Add Client.
- Give it a name, such as
Assembled integration. - Set Grant Type to Client Credentials.
- Under Scope, add
analytics:readonly,presence:readonly,routing:readonly, andusers:readonly. - Save the client, and copy the Client ID and Client Secret.
Give the OAuth client a role
Scopes alone aren’t enough: Genesys Cloud also needs the OAuth client to have a role with permission to read the data.
- In the OAuth client’s settings, open the Roles tab.
- Assign a role with read access to analytics, presence, users, and routing. A built-in role such as Read-Only Admin works for most organizations.
If you use custom roles or restrictive permissions, the role needs these permissions for the Genesys Cloud API endpoints Assembled calls:
| API endpoint | Permission |
|---|---|
GET /api/v2/presence/definitions |
presence:presenceDefinition:view |
POST /api/v2/analytics/users/details/query |
analytics:userDetail:view |
POST /api/v2/analytics/conversations/details/query |
analytics:conversationDetail:view |
GET /api/v2/analytics/conversations/{conversationId}/details |
analytics:conversationDetail:view |
POST /api/v2/users/search |
directory:user:view |
GET /api/v2/routing/queues |
routing:queue:view |
GET /api/v2/routing/skills |
Look this one up in the API Explorer |
To check the permission for any endpoint, search for its path in the Genesys Cloud API Explorer.
Find your Genesys Cloud base URL
Your base URL depends on your Genesys Cloud region. To find your region, go to Admin > Account Settings > Organization Settings in Genesys Cloud. Common regions:
| Region | Base URL |
|---|---|
| US East (the default) | https://api.mypurecloud.com |
| US West | https://api.usw2.pure.cloud |
| Canada | https://api.cac1.pure.cloud |
| EU (Ireland) | https://api.mypurecloud.ie |
| EU (Frankfurt) | https://api.mypurecloud.de |
| EU (London) | https://api.euw2.pure.cloud |
| Asia Pacific (Tokyo) | https://api.mypurecloud.jp |
| Asia Pacific (Mumbai) | https://api.aps1.pure.cloud |
Connect Genesys Cloud
Contact our team to turn on the integration. We’ll ask for your Client ID, Client Secret, and base URL.
Important: Don’t send the client secret in a plain email. Share the details through a secure link service.
Check that data is coming in
When it’s connected, the Genesys card appears in Configure > Third-party integrations, under Connected, with when it was authorized and a sync line for agent states and for conversations. If a sync line turns red, hover over it to see the error.
To check conversations, go to Report > Support volume. Genesys contact volume should appear for your channels.
To add your team members from Genesys to Assembled, go to Manage team > People management and select Add people > Import from Genesys. See People management.
Once your team members are set up, go to Monitor > Real-time agent analysis to see who’s in adherence. See Real-time agent analysis.