Application Configuration

This section helps you to configure your Workspace instance with URLs, credentials to access APIs, and other applications that are integrated.

The following are part of the Application Configuration section:

• Call Summary Configuration

• Amazon Cognito Configuration

• Single Sign-On (SSO) Configuration

• Common Configurations

Call Summary Configuration

The call summary configuration ensures the agent-customer interaction is summarized and published in the Post-Call Summary widget. An integrated third-party application performs this task.

1. API Host URL - Provide the API Host URL. This is the URL that the application requires to access the call summary API. For example, https://ml048qx5hb.execute-api.us-east-1.amazonaws.com

2. API Key - Provide the API Key for the above URL. This key is the credential for the Workspace application to access the call summary API via the URL above.

3. API Environment - Provide the API environment. Organizations may have multiple environments to cater to diverse needs – for example, Training, Production, Dev, QA, and more. Mention the API environment that is applicable

Navigate to Amazon Cognito Configuration next.

Amazon Cognito Configuration

Amazon Cognito lets you add user sign-up, sign-in, access control, and AWS service access to your web and mobile apps. It offers secure, tenant-based identity storage and supports single sign-on (SSO)for multiple users.

Configure Amazon Cognito for your Workspace instance by completing the following:

1. Host URL - Provide the Host URL that the application calls when authenticating an access request. For example, https://conversionsummaryapi.auth.us-east-1.amazoncognito.com

2. Client ID - Provide a unique client ID for this client to access Amazon Cognito.

3. Client Secret Key - Provide the Client Secret Key for the above Client ID to complete authentication and provide access to Amazon Cognito or any application that mandates single sign-on using Amazon Cognito.

Navigate to SSO Configuration next.

SSO Configuration

Workspace users must have proper authentication to access the application. There are two ways a user can be authenticated – single sign-on (SSO) and Non-SSO. The latter may mainly comprise an administrator-provided password for access that may need to be changed periodically.

SSO authentication is a method where the user credentials are stored in a third-party identity provider (IdP). Access to multiple applications is controlled by the IdP – the user just needs to sign in once to the IdP. Once authenticated by the IdP, the user gains access to the application.

Complete the following information to configure SSO for your Workspace instance:

1. Select the Authentication Type from the dropdown list:

   1. Non-SSO – select this if you want to use some local authentication for access to the application. If you select this option, you have no other configurations; proceed to the Common Configurations section.

   2. SSO-OAuth – Select this if you want to control access to users via an IdP. Complete the following fields.

2. Login Endpoint URL - Provide a Login Endpoint URL. The Login endpoint URL that redirects the users to the Cognito login page. Workspace sends authentication requests to IdP through this URL. For example,https://cognito-domain.amazoncognito.com/login - replace cognito-domain with the appropriate Workspace domain name.

3. Token URL - Provide a Token URL. The URL of the endpoint where Workspace exchanges authorization codes for access tokens with IdP. For example: https://cognito-domain.amazoncognito.com/oauth2/token – replace cognito-domain with the appropriate AWS Cognito domain name.

4. Redirect URL - Provide a Redirect URL. The Acqueon Workspace's Callback URL where Amazon Cognito redirects the session after the agent completes the authentication. The length of callback URL must be between 1 and 1024 characters. Valid characters are letters, numbers, symbols like -_. For example: https://AcqueonWorkspace-FQDN/desktop/cognito

   – replace AcqueonWorkspace-FQDN with your Acqueon Workspace FQDN.

5. Client ID - Provide a Client ID. This is the unique ID of the client. A sample value could be 6fuc0vf4bdvnm6q0cb7hdfuuvc.

6. Default IdP Sign-in - If you want this instance of Workspace to have a default authentication by IdP, select the Default IdP Sign-in checkbox. Select the checkbox to add the details of a default Identity Provider (IdP). On selecting this checkbox, the IdP Name, and the Authorize Endpoint URL fields are populated. This directs the agents to the organization's default IdP page automatically. If this option is not enabled, the page redirects to a landing page that serves as a centralized access point for users to initiate the sign-in process.

   1. IdP Name - Type an IdP name. This is the authenticating Identity Provider name. For example, Microsoft Azure or Okta could be the IdPs.

   2. Authorize Endpoint URL - Provide an Authorize Endpoint URL. This is the authorized endpoint URL for the users to sign in to the configured IdP.

7. Navigate to the Common Configurations section.

Common Configurations

You can use the Common Configurations section to set up the Console logs, Dexie logs, third-party browser setting verification, and Telemetry access. These configurations apply to all the components.

The table explains the configurations.

Conclusion

You have now completed the following tasks for the Configurator:

• Created a Layout

• Added Widgets

• Allowlisting URLs

• Application Configuration

Complete the Log Configuration section next.