Prerequisites
Refer to the following prerequisites before installing ServiceJourney or the Genesys Connector.
License requirements
AppBase licenses, including ServiceJourney
Per-user licenses for Genesys Cloud (CX1 for voice, and CX2 for email or chat)
Genesys Cloud CX permissions
Refer to the permissions guide below
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. |
Conversation > Callback > Create | Optional | Callbacks | Allows an agent to schedule callbacks. |
Conversation > Email > Create | Optional | Emails | Allows an agent to send emails on behalf of queues. |
Conversation > Message > Create | Optional | SMS messages | Allows an agent to send SMS messages on behalf of queues. |
Outbound > Contact > View | Optional | Screen pop | Allows an agent to see screen pops for outbound dialing. |
Quality > Evaluation > Edit Agent Sign-off | Optional | Evaluations | Allows an agent to view released evaluation notifications in the User Inbox. |
Quality > Evaluation > Edit or Quality > Evaluation > Edit Score | Optional | Evaluations | Allows a quality evaluator to view assigned evaluation notifications in the User Inbox. |
Quality > Evaluation > View | Optional | Evaluations | Allows an agent to view released evaluation notifications in the User Inbox. |
Routing > Agent > On Queue | Optional | Statuses | Causes On Queue to appear as a status and a status timer to appear in an agent’s client. |
Routing > Queue > Join | Optional | Queues | Allows an agent to see which queues the agent is a member of and to select which queues to receive interactions from in the client. |
Scripter > Published Script > View | Optional | Scripts | Allows an agent to see a script. |
Voicemail > Voicemail > Receive | Optional | Voicemails | Allows an agent to receive personal voicemail notifications in the User Inbox. |
Workforce Management > Agent Schedule > View | Optional | Scheduling | Allows an agent to view schedules in the client. |
Workforce Management > Agent Shift Trade Request > Participate | Optional | Scheduling | Allows an agent to view shift trade request notifications in the User Inbox. |
Workforce Management > Agent Time Off Request > Submit | Optional | Scheduling | Allows an agent to access time off notifications in the client. |
Workforce Management > Shift Trade Request > Edit | Optional | Scheduling | Allows an administrator to view shift trade notifications in the User Inbox. |
Browser requirements
Your browser running the client must be the latest version of Chrome, Firefox, or Microsoft Edge.
Note: Effective October 21, 2020, Genesys no longer supports Internet Explorer as a web browser to access the Genesys Cloud embedded clients (Genesys Cloud Embeddable Framework). Eccentex AppBase, ServiceJourney and DCM do not officially support the use of Internet Explorer.
For the agent and administrator user interface:
Google Chrome: latest two versions
Mozilla Firefox: latest two versions
Apple Safari: latest two versions
Microsoft Edge: latest two versions
Browser configuration:
JavaScript must be enabled
Cookies must be enabled
Local storage must be enabled
TLS v1.2 or above