Genesys Cloud Workforce Engagement Management Enhancements

New Workforce Engagement features are available in a 2021 R1 pilot program for selected customers. These new features expand the Workforce Engagement Management solution in the PureConnect integration with Genesys Cloud. The first phase of the solution was introduced in a pilot program in 2020 R4.

To learn more about this pilot program, contact your Genesys account manager. 2021 R1 is now the preferred release for the pilot program.

The primary focus of these enhancements is enabling additional media channels within the Workforce Management solution for replicating digital (chat and email) interactions between PureConnect and Genesys Cloud.

• Interaction Replication: Digital interaction data (chats and emails) are replicated from PureConnect to Genesys Cloud. The 2020 R4 release included replication of voice interaction data for calls and callbacks. Replicated interactions within the Genesys Cloud organization are available for access and metrics from the Interaction and Workforce Engagement views in Genesys Cloud. Administrators must enable replication in the Interaction Connect Workforce Engagement view. See the Genesys Cloud Workforce Engagement Management for PureConnect Solution Guide for more information.
• Health Overview: Within the Interaction Connect/Workforce Engagement Administrator view, a new Health Overview section displays metrics for the Genesys Cloud synchronization events for replicated interaction and presence change events between PureConnect and Genesys Cloud. These metrics indicate the overall health and configuration of the Workforce Engagement Management solution between PureConnect and Genesys Cloud.
• Switchover: The Workforce Engagement Management for PureConnect solution now includes switchover support for replicated interactions and presence change events. This feature requires enabling Interaction Recovery for switchover within the CIC system.