Browser extensions in a Genesys Cloud environment

Restriction: This feature or information is available to Medallia employees only and it is not to be shared outside the company.

Browser extensions are required within the Genesys Cloud environment in order to send live callers automatically to a survey without any agent intervention. There are three main browser extensions used to automate the call center process and transfer to surveys: the standard Genesys extension, the native UI Genesys extension, and the embeddable framework extension. All three browser extensions automatically send callers to surveys, but they work in different ways.

Standard Genesys Extension

The standard Genesys extension uses a hidden Transfer to Survey button. When the agent presses the End Call button, the caller is automatically transferred to a survey. This is the most common browser extension used by Mindful Feedback clients.

Native UI Genesys Extension

The native UI Genesys extension is for clients who have a limited version of Genesys that does not allow agent scripts, and therefore are not able to use the standard Genesys extension. This is the least commonly used extension.

Genesys Cloud Embeddable Framework

Genesys Cloud Embeddable Framework allows the client to have agents working directly in their own systems (generally a CRM) and using a Genesys Softphone. In this case, the transfer to the survey is automated to a specific secure call flow, or inbound call flow that is defined in the options of the browser extension, as shown in the example below.

Screen capture of Options for browser extension

Troubleshooting Tips

If a client is using an embeddable framework and is having issues with surveys transferring, it is most likely due to an error in the Queue ID/Secure Flow ID field shown above. They may have entered an incorrect ID or have a spelling error.

If a client is still having issues with surveys transferring after checking the Queue ID/Secure Flow ID:

  • Make sure that the correct browser extension is installed on each agent's computer (see list of browser extensions below). If an extension needs to be added, a full restart of the browser will be necessary.
  • If agents are using more than one Genesys tool (i.e. Genesys Cloud Agent Desktop and Embeddable Framework), having both tools open at the same time may cause issues with surveys transferring.

The list of applications that use the Embeddable Framework (EF) is as follows:

  • Genesys Cloud for Salesforce
  • Genesys Cloud for Zendesk
  • Genesys Cloud Embeddable Framework

List of Browser Extensions

Chrome, Edge, and Firefox each have supported extensions.

Browser ExtensionURL
Chrome Browserhttps://sdx4.io/chrome
Chrome Browser for GC1https://sdx4.io/chrome_gc1
Chrome Embedded Framework (min 20 sec)https://sdx4.io/chrome_embed
Chrome Embedded Framework (min 0 sec)https://chrome.google.com/webstore/detail/sdx-for-embeddable-framew/ghmifiegkjapimbpjmoefbakflhddfpc
Zendesk Talk for Chromehttps://sdx4.io/chrome_zendesk
Edge Browserhttps://sdx4.io/chrome
Edge Embedded Frameworkhttps://sdx4.io/chrome_embed
FireFox Browserhttps://sdx4.io/firefox
FireFox Browser for GC1https://sdx4.io/firefox_gc1
FireFox Embedded Frameworkhttps://sdx4.io/firefox_embed