Genesys

Overview

The Genesys connector allows Birdie to import conversations directly from your Genesys transcripts.

Requirements

Our integration leverages the speech-to-text analytics feature from Genesys to retrieve call transcripts. Before proceeding, ensure that you have the necessary access to this feature on your Genesys Cloud account.

Genesys adheres to the OAuth 2 standard for secure authentication, and our solution uses client_credentials as grant type.

This grant type is designed for non-user applications, such as the Genesys connector. Additionally, this grant type enhances security by restricting access to user-specific APIs (for example, GET /v2/users/me).

The only necessary credentials that you need to provide to Birdie's team are:

• Client ID

• Client Secret

Details on how to obtain these credentials are provided in the next section.

Setup in Genesys

To enable the Genesys connector, you need to create an OAuth authentication client with sufficient permissions to access Genesys transcripts.

Follow the Genesys tutorial and make sure the following steps are correctly configured:

1

Select grant type

• Choose the Client Credentials grant type.

2

Assign client roles / scopes

Assign the appropriate client roles related to call transcripts.

• Required Permissions:

  • analytics:conversationDetail:view

  • analytics:agentConversationDetail:view

  • speechAndTextAnalytics:data:view

  • recording:recording:view

  • recording:recordingSegment:view

• Required Scopes:

  • analytics

  • conversations

  • speech-and-text-analytics

  • recordings

  • analytics:readonl

  • conversations:readonly

  • speech-and-text-analytics:readonly

  • recordings:readonly

Connect to Birdie

After creating the client, make sure to store the provided Client ID and Client Secret securely.

Share the following securely with the Birdie team so they can finalize the connector configuration:

• Client ID

• Client Secret

Share API keys, tokens, client secrets, and other credentials with Birdie only via a secure, one-time channel (for example, One Time Secret) or your company-approved secret-sharing tool. Avoid email or chat whenever possible.

Data in scope

Once configured, the Genesys connector imports call and conversation transcripts from Genesys speech-to-text analytics into Birdie, along with the associated metadata that is exposed through the configured permissions and scopes.