Step-by-Step Setup Guide

For the integration in Kickscale to work, Genesys must send the conversationId to Kickscale after a conversation ends. Kickscale uses this conversationId to gather all informations from Genesys needed to Analyse the call.

This informations include:

Call Conversation
Call Recording
Information about the User that had the call to verify if they are in Kickscale

1. Add Genesys Connection in Kickscale

Go to Settings > Workspace > Integrations.
Scroll to the new section Genesys Integration.
Click on Connect Genesys.
Add your Genesys Client-ID and Client-Secret
Optain the webhook URL, we need to add it to the Data Action in Genesys later

2. Enable Call Recording in Genesys

Kickscale relies on call recordings, so recording must be enabled in Genesys.

Recording policies in Genesys can be applied at different levels:

Queue level (recommended)
Enables recording for all conversations routed through a queue
User level
Enables recording for specific agents

3. Create a Web Services Data Actions Integration

In Genesys:

Go to Integrations
Click Add Integration
Search for and select:
- Web Services Data Actions
Call it for example "Web Service Data Action Integration for Kickscale"
Install the integration
Save and activate it

4. Create a Data Action

Next, create a Data Action that sends the conversationId to Kickscale.

Go to Data Actions
Click Add Action
Select the just created Integration
Call it for example "Push conversationId to Kickscale"
Click Add
Navigate to Setup
Under Contracts add Property conversationId to Input and status to Output
Under Configuration choose method Post and paste the Request URL Template from Kickscale
Click Save & Publish

5. Create a Workflow

Next, create a Workflow that triggers the Data Action

Go to Architect
Under Flows select Workflow
Click Add and Name it for Example "Workflow for pushing conversationId to Kickscale"
Click Create Flow
Download the attached "File Workflow for pushing conversationId to Kickscale.i3WorkFlow"
Go to Save -> Import and import the file you just downloaded. The Workflow template is configured to trigger the Data Action 3 times with a timeout until it succeeds and sends out an error Notification if it ultimately fails. You can adapt the Flow to your liking.
Configure the Recipient of the Error Notification by klicking on the Send Notification Block.
Click Publish

6. Configure Triggers

Go to Triggers
Click Add Trigger and call it for example "Trigger Push conversationId to Kickscale"
Set up triggers to execute the workflow when a conversation ends. Depending on your setup use the topic:
Manual wrap-up:
v2.detail.events.conversation.{id}.wrapup
Automatic (ACW – After Call Work):
v2.detail.events.conversation.{id}.acw
Select your just created Workflow Target
Add filters avoid unnecessary data, apply filters such as:
- mediaType == "VOICE"
- Filter by:
  - queueId
  - or userId
Add a delayed start of at least 60 seconds as genesys needs some time to provide the recordings

Troubleshooting

No recordings in Kickscale

Check if recording is enabled for the queue or user
Verify that the specific conversation has a recording in genesys that is at least 10 seconds long
Check the filter conditions
Verify that the user in genesys has the same email as they have in their Kickscale Workspace
Verify that the User has a Paid Kickscale Plan