Brightmetrics Install Guide for Genesys Cloud - Manual

If you want or need to skip the automatic setup for Genesys Cloud, in which Brightmetrics creates the role and OAuth application necessary for reporting connectivity, the setup steps can be performed manually.

*Note: We really recommend running our automatic setup to start the trial to make the process simpler. If you haven't seen that article, you can go ahead and jump to our Install Guide for Genesys Cloud article here. 

The first step is to create a role for the Brightmetrics application and assign it the necessary permissions.

To create a role, go to the Admin area in Genesys Cloud, and in the "People & Permissions" section, choose "Roles / Permissions".  From that page, you can click "Add Role".



Give the role a name, "Brightmetrics Reporting" for example:




Then, click the "Permissions" tab to assign permissions to the role.  Assign it the following permissions.  Note: this list is long because we request only View permissions within each functional area -- if you want to set up Brightmetrics quickly and are not concerned about granting more permissions than necessary, you can choose "All Permissions" at the top level of the functional area, for example, "analytics > All Permissions".  However, these are the permissions that are created during automatic setup because we prefer to be scoped to read-only access where the permission structure allows.


Permissions with * in the list below are Genesys Cloud 2 and up only -- if you have Genesys Cloud 1 licenses these permissions will not be available, and Brightmetrics will not be able to report on those areas.


alerting > alert > View
analytics > conversationAggregate > View
analytics > conversationDetail > View
analytics > dashboardConfigurations > View
analytics > evaluationAggregate > View
analytics > flowAggregate > View
analytics > insightConfigurations > View
analytics > queueObservation > View
analytics > userAggregate > View
analytics > userDetail > View
analytics > userObservation > View
analytics > viewConfigurations > View
Architect > datatable > View
Architect > flow > View
Architect > systemPrompt > View
attributes > attribute > View
authorization > division > View
authorization > grant > View
authorization > role > View
Billing > Subscription > View
Conversation > Communication > View
Directory > User > View
Directory > userProfile > View
externalContacts > contact > View
externalContacts > externalOrganization > View
OAuth > Client > View
Outbound > attemptLimits > View
Outbound > Audit > View
Outbound > Callable Time Set > View
Outbound > Campaign Sequence > View
Outbound > Campaign > View
Outbound > campaignRule > View
Outbound > Contact List > View
Outbound > Contact > View
Outbound > contactListFilter > View
Outbound > DNC List > View
Outbound > DNC > View
Outbound > eventLog > View
Outbound > Response Set > View
Outbound > Rule Set > View
Outbound > Schedule > View
Outbound > settings > View
Outbound > Wrap Up Code Mapping > View
*Quality > Calibration > View
*Quality > Evaluation Form > View
*Quality > Evaluation > View
*Quality > Evaluation > View Audit
Routing > Queue > View
Routing > Skill > Manage
Routing > utilization > View
Routing > Wrap-up Code > View
Telephony > Plugin > all
*Workforce Management > Activity Code > View
*Workforce Management > Agent Schedule > View
*Workforce Management > Agent > View
*Workforce Management > Management Unit > Search
*Workforce Management > Management Unit > View
*Workforce Management > Published Schedule > View
*Workforce Management > Schedule > View


Click the "Save" button to complete creating the role.  You will need to assign this role to yourself in order to perform the next step, so please do that before proceeding.  You can do that either from "Change Membership" on the role itself or by finding your user profile in the "People" list and enabling the role.

Next, return to the Admin area and in the "Integrations" section choose OAuth.



Click the "Add Client" button.



In the Client Details tab give the application a name, "Brightmetrics", and under Grant Types choose "Client Credentials".



Then from the Roles tab, you will be able to assign the role previously created (assuming you have assigned it to yourself as noted above).



Click "Save" and you will be returned to the Client Details tab with the Client ID and Client Secret now populated.  Those can be copied and pasted into the corresponding fields in the Data Source configuration within Brightmetrics.

You can remove the reporting role from yourself at this point as it is only required for the OAuth application.

The last piece of information you will need for configuration in Brightmetrics is the organization identifier, aka the "short name".  You may be familiar with it from the Genesys Cloud login page, but if not you can find it from the "Organization Settings" link in the "Account Settings" section of the Admin page:



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