How to setup a Genesys interaction widget for the IDgo Agent application

Version: 1.1

Configuring IDgo Agent as a Genesys Interaction Widget

Genesys Interaction Widgets are only visible while an agent is handling a conversation. You will need Genesys Admin access to configure it.

Prerequisites

The IDgo Agent Interaction Widget will require an OAuth Client ID. The setup steps follow.

1. Open the Genesys portal.
2. Click on Admin in the main menu.
3. Click on the Integrations link under the Integrations
4. In the left menu select OAuth
5. Click the + Add Client button
6. Update the following Client Details:
   1. App Name: IDgoAgentRedirector
   2. Description: This client is used by the genesys/redirector.html page to open the IDgo Agent portal
   3. Token Duration: 86400
   4. Grant Type: Token Implicit Grant (Browser)
   5. Authorized redirect URIs: https://agent.prod.cozera.io/genesys/redirector.html
   6. Scope: conversations
   7. Click the Save button (bottom left).
   8. The generated Client ID will be used in the following Setup steps

Setup

1. Open the Genesys portal.
2. Click on Admin in the main menu.
3. Click on the Integrations link under the Integrations
4. From the Integrations page, click “+ Integrations” (upper right).
5. Find “ Interaction Widget” and click the Install

1. In the Details tab, update the first input field to: IDgo Agent

1. The Notes field is optional
2. Toggle Inactive to toggle button (upper right in Details tab) to Active.
   • Select Yes button in confirm popup dialog.

1. In tabs Configuration > Properties:

1. Application URL: https://agent.prod.cozera.io/genesys/redirector.html?pcConversationId=&pcEnvironment=usw2.pure.cloud&pcClientId=00000000-0000-0000-0000-000000000000#your subdomain
   • Query string parameters:
     • pcConversationId – hard coded to (Genesys will update this automatically).
     • pcEnvironment – Your pure cloud connect environment.
     • pcClientId – OAuth Client ID setup in the Prerequisites step.
     • your subdomain – Needs to be your IDgo subdomain.

1. Iframe Sandbox Options: allow-scripts,allow-same-origin,allow-forms,allow-modals,allow-popups
2. Iframe Feature/Permissions Policy: leave blank
3. Group Filtering: Defines the groups that will see this IDgo Admin menu item.
4. Queue Filtering: Define if desired
5. Communication Type Filtering: call,chat,open
6. Workitem Filtering: False

1. In tabs Configuration > Advanced:

1. Set the script to:

{

"monochromicIcon": {

   "vector": "https://agent.prod.cozera.io/genesys/idgo.svg"

}

}

1. Click the Save button (bottom left).
2. The page will require a refresh to see the new menu item. Use the browser’s refresh option.

Default Genesys Interaction Widget (optional)

1. Open the Genesys portal.
2. Click on Admin in the main menu.
3. Click on the Panel Manager link under the Contact Center header.
4. Set the Default Contextual Panel for Voice to IDgo Agent

Required IVR participant data

1. Required participate attribute: URL
2. Required if an IDgo authentication was initiated: ID

Configuring IDgo Admin to be included in the Genesys Standalone Apps menu (optional)

Step to configure IDgo Admin to be opened in an I-Frame the Genesys portal. You will need Genesys Admin access to configure it.

1. Open the Genesys portal.

1. Click on Admin in the main menu.
2. Click on the Integrations link under the Integrations
3. From the Integrations page, click “+ Integrations” (upper right).
4. Find “ Client Applications” and click the Install
5. In the Details tab, update the first input field to: IDgo Admin
   1. The Notes field is optional
   2. Toggle Inactive to toggle button (upper right in Details tab) to Active.
      • Select Yes button in confirm popup dialog.

1. In the Configuration tab:

1. Application URL: https://admin.prod.cozera.io/#your subdomain
   • The value after the hash (#) is your subdomain. This is unique per-client. Get this from the IDgo team.
2. Application Type: standalone
3. Application Category: leave blank and IDgo Admin menu option will show up in the Apps
4. Iframe Sandbox Options: allow-scripts,allow-same-origin,allow-forms,allow-modals,allow-popups
5. Group Filtering: Defines the groups that will see this IDgo Admin menu item.
6. Click the Save button (bottom left).

1. The page will require a refresh to see the new menu item. Use the browser’s refresh option.

References

1. https://www.youtube.com/watch?v=jxevp8l8AsA