Genesys is configured with Microsoft, and there's an application running within the Genesys workspace. This application is attempting to monitor calling and chat events sent by Genesys for a logged-in agent. The challenge we're facing is obtaining the access token, given that Genesys is already authenticated. I'm seeking recommendations on how to acquire an access token in this specific scenario.
You can find documentation on implementing an OAuth flow for your app, including the SAML2 Bearer grant, here: https://developer.genesys.cloud/authorization/platform-auth/
We have followed the same document for our use case regarding SAML authentication. By following the authentication steps, we are unsure how to get the assertion token while our integration is inside the Genesys Application.
The assertion comes from your SSO IDP. You can refer to your IDP's documentation or contact their support for assistance with that part.
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