Administrator requirements for the Genesys Cloud embedded clients

Note: This article applies to Genesys Cloud Embeddable Framework, Genesys Cloud for Chrome, Genesys Cloud for Firefox, Genesys Cloud for Microsoft Teams, Genesys Cloud for Salesforce, and Genesys Cloud for Zendesk.

Note: To use single sign-on, your single sign-on identity provider must allow the single sign-on redirect window to be embedded. Otherwise, the client does not load. You see a blank area on-screen and an error message in the console.

The following content applies to Genesys Cloud for Chrome and Genesys Cloud for Firefox.

Following are the prerequisites for running the integration:

The latest version of Chrome or Firefox.
The Genesys Cloud for Chrome or Genesys Cloud for Firefox extension installed.
Per-user licenses for Genesys Cloud (Communicate or higher).
Enable third-party cookies and data in the browser settings.
Enable localStorage and sessionStorage in your browser settings. These features are disabled in Incognito mode.

The following permissions selected in Genesys Cloud:

Notes:

Depending on where you access the permissions in Genesys Cloud, the permission names appear in different formats.
The integration looks for permissions, not roles, assigned to a user in Genesys Cloud. If the prerequisites are controlled by permissions and are not active for an agent, check the agent's permissions

Showentries

Permission	Required or optional	Feature	Description
ACD Screen Share > Session > View	Optional	Screen share	Allows an agent to screen share ACD interactions
Analytics > Conversation Aggregate > View	Optional	Evaluations	Allows an agent to view released evaluations in the User Inbox.
Analytics > Conversation Aggregate > View	Optional	Statistics	Allows an agent to see conversation statistics in the Agent Performance window.
Analytics > Queue Observation > View	Optional	Statistics	Allows an agent to see statistics for a queue before contacting the queue or transferring an interaction to the queue.
Analytics > User Aggregate > View	Optional	Statistics	Allows an agent to see user statistics in the Agent Performance window.
Cobrowse > Chat > Escalate	Optional	Co-browse	Allows an agent to use co-browse for chat interactions.
Cobrowse > Session > View	Optional	Co-browse	Allows an agent to use co-browse for voice or chat interactions.
Cobrowse > Voice > Escalate	Optional	Co-browse	Allows an agent to use co-browse for voice interactions.
Conversation > Call > Record	Optional	Call controls	Causes the Record icon to be clickable in the call controls in an agent’s client.
Conversation > Call Forwarding > Edit	Optional	Call forwarding	Allows an agent to use and edit call forwarding.

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The following content applies to Genesys Cloud Embeddable Framework.

Following are the prerequisites for running the integration:

An Internet browser (the latest version of Chrome, Firefox, or Microsoft Edge).
To use WebRTC phones with the client, turn off the pop-up blocker in your browser.
Per-user licenses for Genesys Cloud (Communicate or higher).
Enable third-party cookies and data in the browser settings.
Enable localStorage and sessionStorage in your browser settings. These features are disabled in Incognito mode.
The Genesys Cloud Embeddable Framework integration installed (private version only).
For more information, see Add the integration.
An OAuth client added to your Genesys Cloud organization (optional for some private versions) with the required scopes.
For more information, see Create an OAuth client.
- conversations
- notifications
- organization:readonly
- outbound:readonly
- presence
- routing:readonly
- scripts:readonly
- stations:readonly
- user-basic-info
- users
- voicemail
- workforce-management
- external-contacts:readonly
- quality:readonly

The following permissions selected in Genesys Cloud:

Notes:

Depending on where you access the permissions in Genesys Cloud, the permission names appear in different formats.
The integration looks for permissions, not roles, assigned to a user in Genesys Cloud. If the prerequisites are controlled by permissions and are not active for an agent, check the agent's permissions

Showentries

Permission	Required or optional	Feature	Description
Integration > Custom Embeddable Framework > Agent	Required	—	Causes the client to appear in a private deployment of a Genesys Cloud Embeddable Framework integration.
ACD Screen Share > Session > View	Optional	Screen share	Allows an agent to screen share ACD interactions
Analytics > Conversation Aggregate > View	Optional	Evaluations	Allows an agent to view released evaluations in the User Inbox.
Analytics > Conversation Aggregate > View	Optional	Statistics	Allows an agent to see conversation statistics in the Agent Performance window.
Analytics > Queue Observation > View	Optional	Statistics	Allows an agent to see statistics for a queue before contacting the queue or transferring an interaction to the queue.
Analytics > User Aggregate > View	Optional	Statistics	Allows an agent to see user statistics in the Agent Performance window.
Cobrowse > Chat > Escalate	Optional	Co-browse	Allows an agent to use co-browse for chat interactions.
Cobrowse > Session > View	Optional	Co-browse	Allows an agent to use co-browse for voice or chat interactions.
Cobrowse > Voice > Escalate	Optional	Co-browse	Allows an agent to use co-browse for voice interactions.
Conversation > Call > Record	Optional	Call controls	Causes the Record icon to be clickable in the call controls in an agent’s client.

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1 - 10 of 27

The following content applies to Genesys Cloud for Salesforce.

Following are the prerequisites for running the integration:

An Internet browser (the latest version of Chrome, Firefox, or Microsoft Edge).
To use WebRTC phones with the client, turn off the pop-up blocker in your browser.
For Salesforce browser requirements, see Recommendations and Requirements for All Browsers in the Salesforce documentation.
Salesforce licenses.
Per-user licenses for Genesys Cloud (Communicate or higher).
Enable third-party cookies and data in the browser settings.
Enable localStorage and sessionStorage in your browser settings. These features are disabled in Incognito mode.
Add-on licenses for the Salesforce integration.
Access granted to the following Apex classes through a permission set in Salesforce:
Note: This only applies to new Salesforce organizations starting with Winter ’19. Users of existing Salesforce organizations see warnings but are unaffected. For more information, see Apex Class access for Open CTI in the Salesforce documentation.
- purecloud.CustomCallCenterSettings
- purecloud.PureCloudChatTranscriptService
  Access is only needed to this Apex class if you save chat transcripts.
- purecloud.CTIContactSearchService
  Access is only needed to this Apex class if you use Contact Search to search Salesforce records. For more information, see Configure search in Salesforce.
- purecloud.PCInteractionUtilityController
  Access is only needed to this Apex class if you use GenesysCloudInteractionUtility in Lightning Experience.
  Warning: Starting June 5, 2020, a Salesforce security update will enforce Apex class access for Lightning components. Any administrators who grant access to Apex classes through a permission set and use GenesysCloudInteractionUtility in Lightning Experience must add this Apex class before the security update takes place.
- purecloud.RecordService
  Access is only needed to this Apex class if you select Auto Assign Email-to-Case Owner in the call center settings. For more information, see Configure call center settings.

The following permissions selected in Genesys Cloud:

Notes:

Depending on where you access the permissions in Genesys Cloud, the permission names appear in different formats.
The integration looks for permissions, not roles, assigned to a user in Genesys Cloud. If the prerequisites are controlled by permissions and are not active for an agent, check the agent's permissions

Showentries

Permission	Required or optional	Feature	Description
Integration > Salesforce > Agent	Required	—	Allows an agent to access the client in the Salesforce organization.
ACD Screen Share > Session > View	Optional	Screen share	Allows an agent to screen share ACD interactions
Analytics > Conversation Aggregate > View	Optional	Evaluations	Allows an agent to view released evaluations in the User Inbox.
Analytics > Conversation Aggregate > View	Optional	Statistics	Allows an agent to see conversation statistics in the Agent Performance window.
Analytics > Queue Observation > View	Optional	Statistics	Allows an agent to see statistics for a queue before contacting the queue or transferring an interaction to the queue.
Analytics > User Aggregate > View	Optional	Statistics	Allows an agent to see user statistics in the Agent Performance window.
Cobrowse > Chat > Escalate	Optional	Co-browse	Allows an agent to use co-browse for chat interactions.
Cobrowse > Session > View	Optional	Co-browse	Allows an agent to use co-browse for voice or chat interactions.
Cobrowse > Voice > Escalate	Optional	Co-browse	Allows an agent to use co-browse for voice interactions.
Conversation > Call > Record	Optional	Call controls	Causes the Record icon to be clickable in the call controls in an agent’s client.

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1 - 10 of 36

The following content applies to Genesys Cloud for Zendesk.

Following are the prerequisites for running the integration:

An Internet browser (the latest version of Chrome, Firefox, or Microsoft Edge).
To use WebRTC phones with the client, turn off the pop-up blocker in your browser.
For Zendesk-specific browser requirements, see Zendesk Support system requirements in the Zendesk documentation.
Zendesk licenses, including Zendesk Talk Partner Edition.
For more information about Zendesk Talk licenses, see the Zendesk website.
Per-user licenses for Genesys Cloud (Communicate or higher).
Enable third-party cookies and data in the browser settings.
Enable localStorage and sessionStorage in your browser settings. These features are disabled in Incognito mode.

The following permissions selected in Genesys Cloud:

Notes:

Depending on where you access the permissions in Genesys Cloud, the permission names appear in different formats.
The integration looks for permissions, not roles, assigned to a user in Genesys Cloud. If the prerequisites are controlled by permissions and are not active for an agent, check the agent's permissions

Showentries

Permission	Required or optional	Feature	Description
ACD Screen Share > Session > View	Optional	Screen share	Allows an agent to screen share ACD interactions
Analytics > Conversation Aggregate > View	Optional	Evaluations	Allows an agent to view released evaluations in the User Inbox.
Analytics > Conversation Aggregate > View	Optional	Statistics	Allows an agent to see conversation statistics in the Agent Performance window.
Analytics > Queue Observation > View	Optional	Statistics	Allows an agent to see statistics for a queue before contacting the queue or transferring an interaction to the queue.
Analytics > User Aggregate > View	Optional	Statistics	Allows an agent to see user statistics in the Agent Performance window.
Cobrowse > Chat > Escalate	Optional	Co-browse	Allows an agent to use co-browse for chat interactions.
Cobrowse > Session > View	Optional	Co-browse	Allows an agent to use co-browse for voice or chat interactions.
Cobrowse > Voice > Escalate	Optional	Co-browse	Allows an agent to use co-browse for voice interactions.
Conversation > Call > Record	Optional	Call controls	Causes the Record icon to be clickable in the call controls in an agent’s client.
Conversation > Call Forwarding > Edit	Optional	Call forwarding	Allows an agent to use and edit call forwarding.

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1 - 10 of 26

The following content applies to Genesys Cloud for Microsoft Teams.

Following are the prerequisites for running the integration:

The latest version of the Microsoft Teams app installed as a desktop or web client.
An Internet browser (the latest version of Chrome, Firefox, or Microsoft Edge) if you are using the web client.
To use WebRTC phones with the client, turn off the pop-up blocker in your browser.
For more information about client requirements, see Get clients for Microsoft Teams in the Microsoft Teams documentation.
Microsoft Team licenses.
For more information about Microsoft Teams licenses, see the Microsoft Teams website.
Per-user licenses for Genesys Cloud (Communicate or higher).
Enable third-party cookies and data in the browser settings.
Enable localStorage and sessionStorage in your browser settings. These features are disabled in Incognito mode.
Install the AppFoundry app for Microsoft Teams in Genesys Cloud.

The following permissions selected in Genesys Cloud:

Notes:

Depending on where you access the permissions in Genesys Cloud, the permission names appear in different formats.
The integration looks for permissions, not roles, assigned to a user in Genesys Cloud. If the prerequisites are controlled by permissions and are not active for an agent, check the agent's permissions

Showentries

Permission	Required or optional	Feature	Description
ACD Screen Share > Session > View	Optional	Screen share	Allows an agent to screen share ACD interactions
Analytics > Conversation Aggregate > View	Optional	Evaluations	Allows an agent to view released evaluations in the User Inbox.
Analytics > Conversation Aggregate > View	Optional	Statistics	Allows an agent to see conversation statistics in the Agent Performance window.
Analytics > Queue Observation > View	Optional	Statistics	Allows an agent to see statistics for a queue before contacting the queue or transferring an interaction to the queue.
Analytics > User Aggregate > View	Optional	Statistics	Allows an agent to see user statistics in the Agent Performance window.
Cobrowse > Chat > Escalate	Optional	Co-browse	Allows an agent to use co-browse for chat interactions.
Cobrowse > Session > View	Optional	Co-browse	Allows an agent to use co-browse for voice or chat interactions.
Cobrowse > Voice > Escalate	Optional	Co-browse	Allows an agent to use co-browse for voice interactions.
Conversation > Call > Record	Optional	Call controls	Causes the Record icon to be clickable in the call controls in an agent’s client.
Conversation > Call Forwarding > Edit	Optional	Call forwarding	Allows an agent to use and edit call forwarding.

Showing results

1 - 10 of 27

For more information about the integrations, see About Genesys Cloud Embeddable Framework, About Genesys Cloud for Salesforce, About Genesys Cloud for Microsoft Teams, and About Genesys Cloud for Zendesk.

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