Genesys Cloud - Developer Community!

Hi Folks,

Hope you all had a good weekend. Genesys Cloud is integrated with Entra ID in our organization allowing changes happening in Microsoft Entra ID to reflect in Genesys Cloud. But this does not seem to be working for us. We've had quite a few people leave and move (move to a different team and not in contact centre anymore) and they still appear to exist with the same level of permissions in Genesys Cloud.

Can someone explain me on what could've gone wrong? Appreciate your time.

Hello Vidhu,

first I would check, if you have configured correct users/groups in Microsoft Entra to be provisioned to Genesys Cloud.

If so then you should check the provisioning logs, where you will get more info on what the issue is:

https://learn.microsoft.com/en-us/entra/identity/monitoring-health/concept-provisioning-logs

Hi Vidhu,

You may also want to review What causes Genesys Cloud to change the status of a Microsoft Entra ID user to inactive or to delete a user? - Genesys Cloud Resource Center as it outlines hwo the delete process works.  as per the article... Removing a user from the group that sync's does not delete the user rather it sets them to Inactive.

Regards,

Mike.