In order to provide the integration between Knovvu Analytics and Genesys, the necessary information should be obtained from Genesys Cloud admin panel and entered into Knovvu Analytics' Genesys Integration Settings page.
Genesys information required for Knovvu Analytics can be shown below.
Custom retention period
The “Use custom retention period” option lets you assign different retention durations to calls based on their Genesys Queue ID. When enabled, the system checks the Queue ID of each incoming call and applies the matching retention timestamp defined in the Custom Retention Period Dictionary. This allows each queue to have its own retention period instead of using a single default value.
The dictionary is a simple key-value map:
Key: Queue ID from Genesys
Value: Retention expiry timestamp in ISO-8601 UTC format (YYYY-MM-DDTHH:MM:SS.sssZ)
Note: For this feature to work, the “Enable limited retention” option in the global retention settings must be enabled for the tenant. Additionally, the retention period should not exceed the maximum retention period defined in the global settings.
Creating a Role
- Go to User Management and select Roles and Permissions.
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Click on Add Role.
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Give your Role a name you want (you may use Knovvu Analytics).
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Click on Permissions tab. For the created role all Analytics, Conversation and Recording permissions should be given. Then click on Save.
Creating an OAuth Client
Next step is to create an OAuth client. In order for Genesys to generate a clientID and client secret, an oAuth client must first be created by the customer. And the role created in the previous step should be defined in the client.
5. Click on OAuth under IT and Integrations.
- Click on Add Client.
- Give your oAuth client a name you want (you may use Knovvu Analytics). Select Grant type as Client Credentials.
- Click on Roles tab.
- Find the role you previously created and assign to the OAuth client and click on Save.
When you enter the OAuth client you created, you will see the ClientID and Client Secret values generated by Genesys, that shoul be entered into Knovvu Analytics.
Learning your OrganizationID
- Click on Organization Setings under Account Settings.
- You can see your Company Name, which is the Organization Name that needs to be entered into Knovvu Analytics. Click on Advanced to learn your Organization ID.
Creating a Group
Final step is to create a group in Genesys for Knovvu Analytics to access. The integration service will follow the events of the agents in this group. Therefore, the customer must first create a group, and then add the agents whose calls will be analyzed.
The agents, whose calls will be analyzed, must be added in this group with as Owner. Supervisors must not be added in the group.
- Click on Groups under User Management.
- Click on Add General Group.
- Give your group a name you want (you may use Knovvu Analytics-Agents). Select Type as Official, Visibility as Public and click on Save.
Click on the group requiredThe GroupID is displayed in the URL of a group's detail page.
Alternatively, Genesys APIs can also be used for this information.
15. Go to Genesys API Explorer.
16. Click on Account Selection and add your account as shown below. The user must select its Genesys region and then automatically login.
- Use the related endpoint to get your Genesys groups' IDs: https://developer.genesys.cloud/devapps/api-explorer#get-api-v2-groups
- Switch out of reading mode to execute a request.
- Click on Execute Request.
- In the response you get, you can see all your Genesys groups' entities. Find the ID of the group you previously created in the response as you can see below. This is the groupID that needs to be entered into Knovvu Analytics.
