Syncing users

Genesys Cloud polling allows Mindful Feedback to automatically create user profiles based on the Genesys Cloud profiles involved in polled conversations. This article describes the steps required to set up automatic syncing of Genesys Cloud users.

To learn more about user management in Mindful Feedback, see Adding Users.

Syncing Genesys Cloud Users

Use the following steps to set up automatic syncing of Genesys Cloud users into Mindful Feedback.

Quick access: Settings > Customer Settings > Integrations > Genesys Cloud > Configure Genesys Cloud > Configure Polling tab

Screen capture of Configure Polling tab with Polling Enabled
  • In the Configure Polling tab, click the toggle switch to enable Genesys Cloud polling and syncing.
Screen capture of Agent Syncing tab with Sync licensed Genesys cloud users selected
  • In the Agent Syncing tab, click the toggle switch to enable automatic syncing of Genesys Cloud users.
  • (Optional) If synced agents need to access the Mindful Feedback user interface (outside of the Genesys Cloud website), select the Send password reset email when a new user is synced checkbox. This will provide synced users with an opportunity to set a password to log in to their Mindful account.

Troubleshooting

If agents are not synced from Genesys Cloud as expected, it is possible that their accounts do not have the required permissions configured in Genesys Cloud. Check to ensure that any required users have "All Permissions" enabled for the Mindful Feedback integration, as seen in the example below:

Screen capture of Genesys Cloud Admin page with Permissions highlighted