End-user setup guide
Audience: a Genesys Cloud administrator at the customer
Oversai reads Genesys Cloud interactions — conversation metadata, handling metrics, call recordings, and email transcripts — so they can be scored, coached on, and reported against.
Who does this | Genesys Cloud admin |
Time needed | About 15 minutes |
Access granted | Read-only |
Auth method | OAuth client credentials |
Before you start
A Genesys Cloud account that can create roles and OAuth clients — the built-in Master Admin role, or a role holding
authorization:role:addandoauth:client:add.An Oversai account with Admin access, to finish the connection at the end.
Somewhere safe to paste a client secret temporarily — Genesys shows it once.
Step 1 — Create a role for Oversai
Genesys Cloud Admin > People & Permissions > Roles / Permissions > Add Role
Give the role a recognisable name such as Oversai Integration, then open the Permissions tab and add the six permissions below.
Each one maps to a specific thing Oversai shows you — granting fewer simply means that feature stays empty.
Permission | Identifier | What it powers in Oversai |
|---|---|---|
Analytics > Conversation Detail > View |
| The interaction list itself, plus talk, wait and handle time. Required — without it nothing syncs. |
Directory > User > View |
| Agent name and email on each interaction, and matching interactions to Oversai users. |
Conversation > Communication > View |
| Message bodies for email interactions, shown as the conversation transcript. |
Recording > Recording > View |
| Call audio for transcription and AI analysis. Skip it and voice interactions sync as metadata only. |
Routing > Queue > View |
| The queue filter, so you can target rules and reports at specific queues. |
Routing > Wrap-up Code > View |
| The wrap-up code filter, and wrap-up codes shown on each interaction. |
⚠️ Divisions
This is the setting that most often causes a quiet half-working connection.
The OAuth client only sees interactions inside the divisions assigned to it, and Genesys returns a smaller result set rather than an error.
If some queues or agents are missing from Oversai later, check here first.
Step 2 — Create the OAuth client
Genesys Cloud Admin > Integrations > OAuth > Add Client
Fill in the client exactly as below.
Important: Genesys shows the client secret only once, so copy it before you navigate away.
Field | Value |
|---|---|
App name | Oversai |
Grant type | Client Credentials |
Token duration | Leave the default, 86400 seconds |
Roles | Assign Oversai Integration from Step 1 |
Divisions | Every division whose interactions you want synced |
Scopes | No scope selector appears — that is expected |
Save the client, then copy the Client ID and Client Secret.
Step 3 — Identify your region
Genesys Cloud organisations live in a specific region, and credentials only work against that region's API.
The region is visible in the URL you use to sign in to Genesys Cloud.
Select this region | If you sign in at |
|---|---|
Americas (US East) |
|
EMEA (Dublin) |
|
EMEA (Frankfurt) |
|
Other regions
These three regions are supported today. If your organisation runs anywhere else — US West, Canada, APAC, or a FedRAMP environment — contact Oversai support before you go further, and we will confirm availability.
Step 4 — Connect in Oversai
Oversai > Data > Integrations > New Integration
1. Choose Connect to Genesys
2. Paste your credentials
Paste the Client ID and Client Secret from Step 2.
3. Select your region
Select your Region from Step 3.
4. Save
Oversai requests a token immediately.
If the credentials or region are wrong, you will see the failure right away rather than after the first sync.
What happens after you connect
The first interactions appear within about five minutes.
What syncs | Detail |
|---|---|
Which interactions | Conversations that had an agent participant. Pure IVR, abandoned and unanswered conversations are excluded by design. |
Interaction details | Direction, channel, queue, wrap-up code, agent name and email, start and end time, and a deep link back to the interaction in Genesys. |
Metrics | Agent talk time, wait time before the agent answered, and agent handle time — in seconds. |
Voice content | The call recording is fetched and transcribed, where AI features are enabled on your plan. |
Email content | The message bodies of the email thread, oldest first, as the transcript. |
In-progress calls | Appear as Active and change to Done once Genesys records an end time. |
What Oversai can and cannot do:
✅ Can read
Conversation analytics for the divisions you assigned
Agent names and email addresses
Queue and wrap-up code lists
Call recordings and email message bodies
🚫 Cannot write
Create, edit or delete anything in Genesys Cloud
Start, transfer, disconnect or otherwise touch live interactions
Change agent state, routing, queues or configuration
Reach divisions you did not assign to the OAuth client
The role in Step 1 contains only view permissions, so the connection is read-only by construction.
You can revoke access at any time by deleting the OAuth client in Genesys Cloud — syncing stops at the next attempt, and data already in Oversai is unaffected.
If something isn't working
What you see | Most likely cause | Fix |
|---|---|---|
Token error as soon as you save | Client ID or secret mistyped, or the region doesn't match the organisation. | Re-copy the secret from Genesys and confirm the region against your sign-in URL. |
Connection saves, no interactions arrive | The role wasn't assigned to the OAuth client, or its divisions don't cover your queues. | Open the OAuth client, check the Roles tab, and widen the divisions. |
Queue or wrap-up filters are empty | The routing permissions are missing. | Add |
Calls sync but never get transcripts |
| Add the permission, then confirm the recording policy covers the queues you care about. |
Fewer interactions than expected | Usually divisions. Occasionally it's the agent-participant rule. | Compare against a Genesys Interactions view filtered to answered, agent-handled conversations. |
If you experience any issues with the integration, please don’t hesitate to contact our support team at [email protected]. We’ll be happy to help you get everything up and running!