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Genesys Cloud Workforce Engagement Management

Genesys Cloud Workforce Engagement for PureConnect is a multi-featured Workforce Management solution. It enables PureConnect administrators or supervisors to work in Genesys Cloud to administer and configure business units, management units, service goal templates, planning groups, activity codes and work plans. Administrators can set up and build short-term forecasts. They can build blank or load-based schedules. For more information, see About workforce management in the Genesys Cloud Resource Center.

Note: Genesys Cloud Workforce Engagement Management is entirely separate from the Interaction Optimizer feature in Interaction Connect.

Genesys Cloud Workforce Engagement for PureConnect features include:

Interaction replication: Voice (calls and callbacks) and digital (chats and emails) interaction data replicates 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 Management views. Administrators must enable this replication in the Interaction Connect Workforce Engagement view. For more information, see Interaction Replication.
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 remains the primary source of this data. The mapping of PureConnect user status to Genesys Cloud user status is described in Agent Presence in the Genesys Cloud for PureConnect Administrator's Guide.
Historical data export: Administrators can export up to three years’ worth of historical data from PureConnect and upload it into their 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 Interaction Connect Workforce Engagement view. For more information, see Historical Data Upload.
Genesys Cloud access: PureConnect administrators, supervisors, and agents can access Workforce Management features directly in Genesys Cloud. For more information, see Genesys Cloud Admin button.
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. The Inbox icon gives agents single-click access to their Genesys Cloud performance view. For more information, see Genesys Cloud Inbox Notifications.

Genesys Cloud for PureConnect integration

To take advantage of the Workforce Engagement features, your organization must enable the Genesys Cloud for PureConnect integration through the Workforce Engagement Resource Management product offerings on Genesys Cloud. Additional requirements apply to the Workforce Engagement features. For more information, see the Genesys Cloud for PureConnect Administrator's Guide in the PureConnect Documentation Library.