Genesys Cloud - Main

Anyone here using the new "CX Cloud from Genesys and Salesforce" solution and have agents handling multiple channels but only the voice channel routing through Genesys Cloud?

This is the scenario: 

 - Multiple channels such as live chat and social route into Omni-channel (not into Genesys Cloud)

 - Only the voice routes via Genesys Cloud

 - Agents handle multiple channels, example: voice & chat

If so, are you able to successfully manage agent status between ServiceCloud and Genesys Cloud in a way that honors Omni-channel utilization/capacities for each agent?  Are you using Genesys' blueprint status sync solution?  Trying to determine if having only voice route through Genesys and other channels route to Salesforce will create problems with omni-channel agent utilization/capacity and status syncing between Salesforce & Genesys.

#Integrations
#Unsure/Other

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Derek Cowan
Intel Corporation
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Hi Derek,

Genesys has add-on Genesys Cloud to Salesforce. This Add-on permitted users to use Genesys with an orchestration and managed Interaction Voice and received calls in Service Cloud.

if you use Genesys Cloud for Salesforce (add-on) you don't preoccupation, because the users will receive interaction in the front-end Salesforce Service Cloud. Genesys will work in back-end.

I could roughly say in a simplistic way that it's as if Genesys did all the work in the IVR layer and transferred the call to the Service Cloud, sending the necessary headers, and it's also possible to carry out simple actions via the integration, such as opening a ticket, loading a ticket save-up and so on. Running very Wel!!

https://help.mypurecloud.com/articles/about-genesys-cloud-for-salesforce/

https://help.mypurecloud.com/articles/screen-pop-in-genesys-cloud-for-salesforce/

Att,

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Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/
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