Overview of multi-factor authentication (MFA)

Multi-factor authentication (MFA) is an added layer of security used to verify a user’s identity when they sign in to an application. Genesys Cloud users can add one or more MFA devices via the My Account tile on the Genesys Cloud splash screen. If your administrator enables MFA, all users must use a second factor to verify their identity during authentication. Genesys supports MFA for native login only. Single sign-on (SSO) users do not receive MFA prompts.

MFA requires users to enter a code from their phone or another device in addition to their password when logging in to Genesys Cloud. When users add an MFA device, any authentication app, which supports the Time-Based One-Time Password (TOTP) standard can be used. Examples of such apps include Microsoft Authenticator and Google Authenticator.

For more information, see the following topics:

• Enable multi-factor authentication: Administrators can enable MFA which makes all users to use MFA to verify their identity in the org.
• Reset MFA devices of users: Administrators can reset MFA devices of users when they cannot access their MFA device
• Log in for the first time: Genesys Cloud users must use a second factor when their organization has been enabled for MFA.