To piggyback on @Mario Zoske's point, I think it would make even more sense to allow access to the Performance Views inside the embedded CX Cloud, WEM for Salesforce Service Cloud lightning widget. You know, place access under the Performance menu, just like in the olden [UI] days.
Speaking of which, @Cameron Tomlin, are there plans to make the CX Cloud, WEM for Salesforce Service Cloud lightning widget use the new UI?
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Brian T. Jones | Ascension | Senior Specialist - Technology
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Original Message:
Sent: 11-26-2025 15:38
From: Mario Zoske
Subject: Does Genesys support Queue Management in Salesforce?
Hi @Cameron Tomlin,
It would be incredibly beneficial to have a definitive feature matrix for the Genesys Salesforce Voice Integration, specifically highlighting supported vs. unsupported capabilities. We have noticed that other vendors seem to leverage Service Cloud Voice (SCV) capabilities more deeply to provide better visibility.
Regarding Queue Visibility: Is there a native method to sync Genesys queue statistics into Salesforce so we can utilize Omni-Supervisor?
Currently, the Genesys 'Queue Stats' widget is limited to viewing a single queue at a time. Our supervisors need a 'single pane of glass' view of all queues simultaneously. We reviewed the Genesys blueprint using Salesforce Connect, but it feels overengineered for simply displaying real-time wait counts.
Alternatively, is it possible to embed a custom Genesys dashboard directly into the Agent Workspace to bridge this gap? This would allow us to use this component from Genesys in Salesforce to show Queue Stats:
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Mario Zoske
n/a
Original Message:
Sent: 11-26-2025 08:25
From: Cameron Tomlin
Subject: Does Genesys support Queue Management in Salesforce?
Hello Mario,
I don't believe so, we always recommend that queue management is primarily handled in Genesys Cloud for both of our integrations.
Cheers,
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Cameron
Online Community Manager/Moderator
Original Message:
Sent: 11-26-2025 07:33
From: Mario Zoske
Subject: Does Genesys support Queue Management in Salesforce?
Salesforce does provide a functionallity to "Manage Contact Center Queues in Salesforce and Your Telephony Provider Using Groups". Is this supported by Genesys?
Reference: https://help.salesforce.com/s/articleView?id=service.service_omni_queues_manage.htm&type=5
#API/Integrations
#Omni-ChannelDesktop/UserInterface
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Mario Zoske
n/a
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