Interaction Replication

Requirements: See Workforce Engagement Administration.

Voice (calls and callbacks) and digital (chats and emails) interaction data replicates from PureConnect to Genesys Cloud. Replicating (injecting) interaction data from a PureConnect system to a Genesys Cloud organization supports Genesys Cloud Workforce Engagement functionality. Replicated interactions within the Genesys Cloud organization are available for access and metrics from within the Interaction and related Workforce Engagement views and cloud-based feature sets.

You enable interaction replication after you verify that the Genesys Cloud integration is functioning correctly and upload your historical data. Enabling interaction replication marks the point where you are ready to start forecasting and schedule in Genesys Cloud and stop using Interaction Optimizer (if applicable).

To enable Interaction Replication:

1. In the Workforce Engagement view in Interaction Connect, expand the Interaction Replication section.

2. Select the Enable Interaction Replication check box.

   

3. Click Save Changes.

   Note: You can disable interaction replication at any time by clearing the Enable Interaction Replication check box and clicking Save Changes. This may result in gaps or missing data in your Workforce Management data within Genesys Cloud. Consider this carefully before turning off replication.