Workforce Engagement Management

Hey everyone,

We're knee-deep in a Workforce Management (WFM) integration with Workday in Genesys Cloud CX, and I'd love to hear from anyone who's tackled something similar. Looking for best practices, solid architecture approaches, or real-world implementation stories.

Quick rundown on our business needs:

• Real-time sync: Time-off approvals in WFM push straight to Workday via API right away.

• Daily batches (WFM → Workday): Published/changed agent schedules get updated, plus WFM team updates (like management unit agent lists) sync daily. Agent moves between teams/MUs should reflect that too.

Anyone out there done this? How'd you handle the APIs? Any gotchas with real-time vs. batch, or tips on keeping it reliable? Would super appreciate any war stories or diagrams!

Thanks a ton!

Saranraj Thangaraj.

Hey everyone,

We're knee-deep in a Workforce Management (WFM) integration with Workday in Genesys Cloud CX, and I'd love to hear from anyone who's tackled something similar. Looking for best practices, solid architecture approaches, or real-world implementation stories.

Quick rundown on our business needs:

• Real-time sync: Time-off approvals in WFM push straight to Workday via API right away.

• Daily batches (WFM → Workday): Published/changed agent schedules get updated, plus WFM team updates (like management unit agent lists) sync daily. Agent moves between teams/MUs should reflect that too.

Anyone out there done this? How'd you handle the APIs? Any gotchas with real-time vs. batch, or tips on keeping it reliable? Would super appreciate any war stories or diagrams!

Thanks a ton!

Saranraj Thangaraj.

Hey everyone,

We're knee-deep in a Workforce Management (WFM) integration with Workday in Genesys Cloud CX, and I'd love to hear from anyone who's tackled something similar. Looking for best practices, solid architecture approaches, or real-world implementation stories.

Quick rundown on our business needs:

• Real-time sync: Time-off approvals in WFM push straight to Workday via API right away.

• Daily batches (WFM → Workday): Published/changed agent schedules get updated, plus WFM team updates (like management unit agent lists) sync daily. Agent moves between teams/MUs should reflect that too.

Anyone out there done this? How'd you handle the APIs? Any gotchas with real-time vs. batch, or tips on keeping it reliable? Would super appreciate any war stories or diagrams!

Thanks a ton!

Saranraj Thangaraj.

Hey everyone,

We're knee-deep in a Workforce Management (WFM) integration with Workday in Genesys Cloud CX, and I'd love to hear from anyone who's tackled something similar. Looking for best practices, solid architecture approaches, or real-world implementation stories.

Quick rundown on our business needs:

• Real-time sync: Time-off approvals in WFM push straight to Workday via API right away.

• Daily batches (WFM → Workday): Published/changed agent schedules get updated, plus WFM team updates (like management unit agent lists) sync daily. Agent moves between teams/MUs should reflect that too.

Anyone out there done this? How'd you handle the APIs? Any gotchas with real-time vs. batch, or tips on keeping it reliable? Would super appreciate any war stories or diagrams!

Thanks a ton!

Saranraj Thangaraj.

We have done this integration and it really is kind of clunky in my opinion.  

The way we set it up is the agent makes the request for time off in Genesys.  It then checks their balance in workday, if that is good, then it validates time off limits exist, and then approves.  Upon approval, then Genesys sends the time off request to Workday which then still requires an approval to add to the timesheet.

We did not have it set up to write back from Workday to Genesys in daily batches.

Where it gets really clunky is with cancellations.  If a rep decides they no longer need to take that time off, they can cancel the request in Genesys.  First, Genesys just deletes the time off but it does not revert the previous schedule.  Then the sync to Workday fails.  We have our internal IT working on the sync failure but my understanding is that the issue is in Workday and the API.

Also-  please pay attention to time zones.  Genesys reads everything as GMT.  So with our agents when they selected a partial day and they are entering as 6:00pm-8:00pm in central time, Genesys reads that as after midnight GMT so it was applying the time off to the wrong day in Workday.  We did get that issue fixed, but it was quite the hassel for a while.

It is a great step towards automation but still requires a lot of manual intervention for the cases noted above.

Hey everyone,

We're knee-deep in a Workforce Management (WFM) integration with Workday in Genesys Cloud CX, and I'd love to hear from anyone who's tackled something similar. Looking for best practices, solid architecture approaches, or real-world implementation stories.

Quick rundown on our business needs:

• Real-time sync: Time-off approvals in WFM push straight to Workday via API right away.

• Daily batches (WFM → Workday): Published/changed agent schedules get updated, plus WFM team updates (like management unit agent lists) sync daily. Agent moves between teams/MUs should reflect that too.

Anyone out there done this? How'd you handle the APIs? Any gotchas with real-time vs. batch, or tips on keeping it reliable? Would super appreciate any war stories or diagrams!

Thanks a ton!

Saranraj Thangaraj.

We have done this integration and it really is kind of clunky in my opinion.  

The way we set it up is the agent makes the request for time off in Genesys.  It then checks their balance in workday, if that is good, then it validates time off limits exist, and then approves.  Upon approval, then Genesys sends the time off request to Workday which then still requires an approval to add to the timesheet.

We did not have it set up to write back from Workday to Genesys in daily batches.

Where it gets really clunky is with cancellations.  If a rep decides they no longer need to take that time off, they can cancel the request in Genesys.  First, Genesys just deletes the time off but it does not revert the previous schedule.  Then the sync to Workday fails.  We have our internal IT working on the sync failure but my understanding is that the issue is in Workday and the API.

Also-  please pay attention to time zones.  Genesys reads everything as GMT.  So with our agents when they selected a partial day and they are entering as 6:00pm-8:00pm in central time, Genesys reads that as after midnight GMT so it was applying the time off to the wrong day in Workday.  We did get that issue fixed, but it was quite the hassel for a while.

It is a great step towards automation but still requires a lot of manual intervention for the cases noted above.

Hey everyone,

We're knee-deep in a Workforce Management (WFM) integration with Workday in Genesys Cloud CX, and I'd love to hear from anyone who's tackled something similar. Looking for best practices, solid architecture approaches, or real-world implementation stories.

Quick rundown on our business needs:

• Real-time sync: Time-off approvals in WFM push straight to Workday via API right away.

• Daily batches (WFM → Workday): Published/changed agent schedules get updated, plus WFM team updates (like management unit agent lists) sync daily. Agent moves between teams/MUs should reflect that too.

Anyone out there done this? How'd you handle the APIs? Any gotchas with real-time vs. batch, or tips on keeping it reliable? Would super appreciate any war stories or diagrams!

Thanks a ton!

Saranraj Thangaraj.