Overview
The Agent App is a static web application that provides an embedded video experience for agents within the Genesys Cloud desktop. It loads as an Interaction Widget during active calls, connecting the agent via video-only WebRTC to the same Pexip conference room the citizen is in.
How it works
Section titled “How it works”- A citizen call is routed to an agent via Genesys Cloud.
- The agent answers the audio call normally (SIP, in-band via Genesys).
- The Interaction Widget loads the Agent App, which:
- Authenticates against Genesys using an OAuth Implicit Grant
- Extracts the conference alias from the conversation metadata
- Connects to the Pexip Conference Node via WebRTC (video only, audio muted)
- The agent sees the citizen’s video feed within the Genesys interface.
- When the call ends, the widget disconnects the video session automatically.
Key files
Section titled “Key files”| File | Purpose |
|---|---|
scripts/main.js | Entry point - Genesys auth, conversation lookup, video lifecycle |
scripts/pexrtc-wrapper.js | Thin wrapper around the PexRTC SDK |
scripts/pexrtc.js | Pexip WebRTC client SDK |
scripts/config.js | Genesys region and OAuth client ID |
scripts/notifications-controller.js | Genesys notification channel for call events |
Relationship to the Pexip blueprint
Section titled “Relationship to the Pexip blueprint”This app is derived from the pexip-genesys-agent-blueprint but has been customized for the Verify by Video solution. Key differences include environment-specific configuration and integration with MaxConf API room metadata.