Implementing Custom Single Sign-On (SSO) SAML Attributes

How-To-Articles
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Implementing Custom Single Sign-On (SSO) SAML Attributes

Executive Summary & Architectural Context

In an enterprise environment, Identity and Access Management (IAM) is governed by a central Identity Provider (IdP) like Okta, Ping Identity, or Azure AD. Genesys Cloud strictly supports SAML 2.0 for Single Sign-On (SSO).

A basic SSO configuration simply proves the user is who they say they are and logs them in. However, the architectural power of SAML 2.0 lies in its Assertion Attributes. When Okta authenticates an agent, it sends an XML payload (the Assertion) to Genesys Cloud. By embedding custom attributes into this XML payload (e.g., Department, Location, Job_Title), Genesys Cloud can automatically update the agent’s profile upon login.

This masterclass details how to map custom SAML assertion attributes in your IdP to specific Genesys Cloud fields, ensuring that active directory changes propagate to the contact center platform seamlessly every time an agent logs in.

Prerequisites, Roles & Licensing

  • Licensing: Available on all Genesys Cloud CX tiers.
  • Roles & Permissions: Admin > Integrations > Single Sign-On > Edit
  • Platform Dependencies:
    • Administrative access to your corporate IdP (Okta, Azure AD, Ping).

The Implementation Deep-Dive

1. Defining the Custom Attribute in Genesys Cloud

Before SAML can write a value, the destination field must exist in the Genesys Cloud Directory.

  1. Navigate to Admin > Directory > Profile Fields.
  2. Click Add Custom Field.
  3. Create a field: Cost_Center (Type: Text).
  4. Save the configuration. Note the exact API name of this custom field.

2. Configuring the SAML Assertion in the IdP (Okta Example)

You must instruct Okta to inject the Cost_Center value into the SAML XML it sends to Genesys Cloud.

  1. Log into the Okta Admin Console.
  2. Navigate to your Genesys Cloud SAML Application.
  3. Go to the SAML Settings > Attribute Statements.
  4. Add a new statement.
    • Name: costCenter
    • Name format: URI Reference
    • Value: Map this to the internal Okta user profile attribute containing the cost center data (e.g., user.costCenter).

3. Mapping the Assertion in Genesys Cloud

When the agent logs in, Genesys Cloud receives the XML. You must tell Genesys Cloud how to parse the <saml:Attribute> tags.

  1. In Genesys Cloud, navigate to Admin > Integrations > Single Sign-On.
  2. Select your active Identity Provider configuration (e.g., Okta).
  3. Scroll down to the Attribute Mapping section.
  4. You will see standard mappings like Name, Email, and Department.
  5. Under Custom Attributes, add a new mapping.
    • SAML Attribute Name: costCenter (This must exactly match the “Name” you defined in Okta).
    • Genesys Cloud Profile Field: Select the Cost_Center custom field you created in Step 1.
  6. Click Save.

4. The JIT (Just-In-Time) Provisioning Workflow

When an agent logs in via SSO, the following sequence occurs:

  1. Agent clicks the Genesys Cloud Okta tile.
  2. Okta authenticates the user and generates the SAML Assertion XML, injecting <saml:Attribute Name="costCenter"> <saml:AttributeValue>IT-992</saml:AttributeValue> </saml:Attribute>.
  3. Genesys Cloud consumes the XML, validates the cryptographic signature, logs the user in, and updates their Directory Profile to set Cost_Center = IT-992.

Validation, Edge Cases & Troubleshooting

Edge Case 1: Mismatched Data Types

If your IdP passes a string value for an attribute, but you mapped it to a Genesys Cloud custom field designated as a Boolean or List, the mapping will fail silently during login.

  • Troubleshooting: Always ensure strict data typing. If you are passing an array of values (like multiple active directory groups), you must ensure the SAML assertion formats them correctly as multiple <saml:AttributeValue> tags under a single <saml:Attribute>, and that the target field in Genesys Cloud is configured to accept arrays.

Edge Case 2: Relying on SAML vs. SCIM

SAML is an authentication protocol. SCIM is a provisioning protocol.

  • The Trap: If you rely purely on SAML Attribute Mapping, the agent’s profile in Genesys Cloud will only update when they physically log in. If an employee is terminated in Okta, their profile in Genesys Cloud remains active (though they cannot log in).
  • Best Practice: Use SAML strictly for authentication and rapid attribute sync during active sessions. Use SCIM (System for Cross-domain Identity Management) for the actual lifecycle provisioning, role assignments, and immediate deactivations.

Official References