Genesys Cloud Workforce Engagement Management

Genesys Cloud WEM is the next generation of cloud-based workforce engagement tools. We have built the connections to synchronize workforce data from the PureConnect system directly into Genesys Cloud, allowing premise and cloud-based PureConnect users to take advantage of advanced WEM services. Customers get the benefit of new innovation on the platform they are familiar with.

Synchronizing workforce related data to Genesys Cloud allows for PureConnect users to easily consume the different array of services offered by Genesys Cloud WEM. This helps keep PureConnect current on innovation.

In this release, PureConnect syncs Workgroup queues and associated properties to Genesys Cloud. This establishes proper queue configuration and memberships required for users sync'd to Genesys Cloud.

• PureConnect workgroups and associated data are one-way sync'd to Genesy Cloud. This includes user membership, skills, and wrap-up codes.

• Each PureConnect user's skills are one-way sync'd, to Genesys Cloud users. However, PureConnect administrators can change skill categories after the synchronization. These changes are maintained as part of the synchronization.

• Wrap-up code synchronization includes GUID, display name, associated categories, and properties.