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Genesys Cloud Workforce Engagement Management

New Workforce Engagement features are available in a 2020 R4 pilot program for selected customers. These new features expand the integration of PureConnect with Genesys Cloud. Both premise and cloud PureConnect users can take advantage of these enhancements. For information about these features, see the Genesys Cloud Workforce Engagement Management for PureConnect Solution Guide.  

Note: To learn more about this piloting program, contact your Genesys account manager. Early adopter access (REAP) is not available for this pilot program.

The primary focus of these enhancements is enabling a Workforce Management Voice Only solution for Call and Callback interactions between PureConnect and Genesys Cloud:

  • Interaction replication: Voice-only interaction (calls and callbacks) data is replicated from PureConnect to Genesys Cloud. Replicated interactions within the Genesys Cloud organization are then available for access and metrics from the Interaction and related Workforce Engagement views. Administrators must enable this replication in the new Interaction Connect Workforce Engagement view. For more information, see the Genesys Cloud Workforce Engagement section of the Interaction Connect help.

  • Agent presence: Agent presence events sync from PureConnect into Genesys Cloud. This stores presence, out of office and routing status data for users within Genesys Cloud. Syncing agent presence events from PureConnect to Genesys Cloud is a one-way sync. PureConnect is the primary source of this data.

  • Historical data export: You can export up to three years’ worth of historical data from PureConnect and upload it into your Genesys Cloud organization. This historical data enables Genesys Cloud Workforce Management components to forecast and schedule your workforce. Administrators must configure the export in the new Interaction Connect Workforce Engagement view.

  • Genesys Cloud access: PureConnect administrators, supervisors, and agents can access Workforce Management features directly in Genesys Cloud.

  • Inbox Notifications: Supervisors or other managers can manage time off requests and shift-trade requests in Genesys Cloud. Agents are alerted in Interaction Connect to changes in the status of their time off and shift trade requests. A new Inbox icon in Interaction Connect gives agents single-click access to their Genesys Cloud performance view.

For information about configuring these features, see the Genesys Cloud Workforce Engagement Management section of the Genesys Cloud for PureConnect Administrator’s Guide.