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WFM synchronising agent events from Genesys Cloud to Genesys Engage (On-Prem)

  • 1.  WFM synchronising agent events from Genesys Cloud to Genesys Engage (On-Prem)

    Posted 09-07-2020 07:28

    Hi All,

    I'm wondering what would be the most advised way to get information relating to agent events from Genesys Cloud into Genesys Engage so that a single WFM solution can be used.

    Is this technically possible?

    I have found that you can get the presence information using the API, example shown here:

    https://developer.mypurecloud.com/api/tutorials/presence/?language=java&step=1

    I don't believe any of the API calls in the WFM solution relate to injecting agent events

    https://docs.genesys.com/Special:Repository/76wm_dev.pdf?id=826daf7f-d73b-48f5-97ab-147733526576&page=Documentation:WM:Admin:Integration:8.5.2

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    I believe this means that you might have to either directly inject information into Datamart or, create dummy agents and register them against interaction server and keep their status up to date with an sync app (messy)

    Just looking for information if anyone has done this before, how it was achieved/ things to watch out for etc.

    Any guidance would be greatly appreciated


    #Integrations

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    Hamish C
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