Contents

Health Overview

Administrators can use the Health Overview section of the Workforce Engagement view in Interaction Connect to monitor the "health" and status of the Genesys Cloud for PureConnect integration.

This section displays metrics around the Genesys Cloud Synchronization Events for replicated interaction and presence change events between PureConnect and Genesys Cloud.

Note: The Health Overview section is enabled only for CIC 2021 R1 and later versions.

Tooltips

Tooltips display additional information in the Health Overview.

Synchronization Event Types

Event	Description
Replication Interaction Events	Replicated interaction events sent from PureConnect to Genesys Cloud. The replicated interactions are interactions that originated on CIC and replicated on Genesys Cloud.
Presence Change Events	User presence change events sent from PureConnect to Genesys Cloud. Presence change events can be: Status change events Routing change events Out of Office events
Total Events	Total (Replication + Presence Change) events sent from PureConnect to Genesys Cloud.

Synchronization Event Status

Status	Description
Successful	The number of successful requests sent from PureConnect to Genesys Cloud.
Failed	The number of failed requests sent from PureConnect to Genesys Cloud. These requests will not be retried and are simply discarded.
Retried	The number of retried requests sent from PureConnect to Genesys Cloud. These requests were initially sent to Genesys Cloud and have failed somehow. These requests will be retried again until successful.

Review the following information for help in troubleshooting:

Genesys Cloud and Workforce Engagement Configuration Issues and Configuration of Genesys Cloud Workforce Engagement Management in the Genesys Cloud Workforce Engagement Management for PureConnect Solution Guide.
Genesys Cloud for PureConnect Configuration and Genesys Cloud for PureConnect requirements in the Genesys Cloud for PureConnect Administrator’s Guide.