This platform mapping is an absolute nightmare. We are migrating five hundred users, and I am using Azure AD SAML to automatically provision them. The login works, but the role assignment for our WFM and Quality Management teams is completely failing. The SAML assertion maps the roles attribute to the ‘WFM Agent’ and ‘Quality Evaluator’ roles. However, because our business units are separated into custom divisions, the users are only receiving those roles in the Home division, not the specific divisions where their queues and evaluation forms actually reside. Now, supervisors are unable to see any interactions to evaluate, and agents are unable to see their WFM schedules. Is there a way to map SAML roles to a specific division, or do I have to manually assign five hundred roles every time someone is onboarded?
Hello Gre. I frequently discuss this exact architectural limitation in our regional user group meetings. It is a very common challenge during enterprise migrations.
You have correctly identified the root cause: the native SAML Just-In-Time provisioning in Genesys Cloud currently only maps roles to the Home division. It does not support complex role-to-division mapping within the SAML assertion payload.
To accomplish your goal for the Quality Management and WFM teams, you must disable the role mapping in your Single Sign-On configuration. Instead, you should utilize the SCIM integration with Azure AD.
The SCIM endpoint /api/v2/scim/v2/Users allows you to provision users, assign them to groups, and manage their division assignments far more granularly than a standard SAML assertion.
I am dealing with this same restrictive design. They assigned me a Python script to try and fix this because the SAML integration is so basic. SCIM is great if you have a dedicated identity team, but I had to build an AWS Lambda function that triggers off an EventBridge notification when a user logs in for the first time.
The script calls the /api/v2/authorization/subjects/{subjectId} endpoint to remove the roles out of the Home division and insert them into the correct business unit divisions. It is incredibly frustrating that a modern cloud platform is unable to parse a simple division attribute from a SAML token for basic quality management access.
As a consultant who has deployed this dozens of times, I can confirm that Yui and Ren are both correct. The SAML implementation is fundamentally limited for multi division environments. I spend half of my implementation hours explaining to clients why their WFM agents are unable to see their schedules after logging in.
You absolutely must not use SAML for role mapping if you use custom divisions. You must use SCIM or build a custom API automation.
If you manually assign those five hundred roles, your Azure AD synchronization will overwrite them the next time the user logs in. You must disable the SAML role mapping immediately before it causes a larger outage for your workforce management teams.