Genesys Cloud - Main

Genesys cloud is integrated with PEGA and we would like to export the Dashboard with multiple Widgets for eg live agent /queue statues to PEGA. If anyone has done a similar set-up and can guide us would be really helpful. 

Thanks 

Sid..

Hello Siddharth,

I don't believe that we have a way to do that natively. I did find this thread that may have more information for you.

Genesys cloud is integrated with PEGA and we would like to export the Dashboard with multiple Widgets for eg live agent /queue statues to PEGA. If anyone has done a similar set-up and can guide us would be really helpful. 

Thanks 

Sid..

Hey Jason, 

thanks for the update, we have got the integration part working fine. Now i am wondering if there is a way i can get the queue performance or queue status report or agent status reports  or even the dashboards that we create in Genesys Cloud  sent to PEGA. This is where the Supervisors or Contact Centre Admins can get all the data in PEGA.  

Hello Siddharth,

I don't believe that we have a way to do that natively. I did find this thread that may have more information for you.

Genesys cloud is integrated with PEGA and we would like to export the Dashboard with multiple Widgets for eg live agent /queue statues to PEGA. If anyone has done a similar set-up and can guide us would be really helpful. 

Thanks 

Sid..

Hey Jason, 

thanks for the update, we have got the integration part working fine. Now i am wondering if there is a way i can get the queue performance or queue status report or agent status reports  or even the dashboards that we create in Genesys Cloud  sent to PEGA. This is where the Supervisors or Contact Centre Admins can get all the data in PEGA.  

Hello Siddharth,

I don't believe that we have a way to do that natively. I did find this thread that may have more information for you.

Genesys cloud is integrated with PEGA and we would like to export the Dashboard with multiple Widgets for eg live agent /queue statues to PEGA. If anyone has done a similar set-up and can guide us would be really helpful. 

Thanks 

Sid..

Hi Siddharth, I will move this thread across to the Reporting & Analytics Community

I am not sure how PEGA ingests the data, but all the Analytics APIs and Analytics Notifications used for dashboards would be accessible. 

Which integration are you using, as you may need to reach out to the support to see if it is possible

Hey Jason, 

thanks for the update, we have got the integration part working fine. Now i am wondering if there is a way i can get the queue performance or queue status report or agent status reports  or even the dashboards that we create in Genesys Cloud  sent to PEGA. This is where the Supervisors or Contact Centre Admins can get all the data in PEGA.  

Hello Siddharth,

I don't believe that we have a way to do that natively. I did find this thread that may have more information for you.

Genesys cloud is integrated with PEGA and we would like to export the Dashboard with multiple Widgets for eg live agent /queue statues to PEGA. If anyone has done a similar set-up and can guide us would be really helpful. 

Thanks 

Sid..

Hi Siddharth,

Depending on the information you want to show on PEGA, the data retrieval approach will be different. 

If the business user needs real-time data to support their operation for making quick decisions, I would recommend Notification services. If PEGA not able to consume the Notification data directly, then you will need an additional layer to process the Notification services data before pushing the data in to PEGA or PEGA to pick it up.

Based on my understanding, there are information not available for Analytics APIs until the data is committed into the data lake. Due to that, Analytics APIs are used for historical report.

Hi Siddharth, I will move this thread across to the Reporting & Analytics Community

I am not sure how PEGA ingests the data, but all the Analytics APIs and Analytics Notifications used for dashboards would be accessible. 

Which integration are you using, as you may need to reach out to the support to see if it is possible

Hey Jason, 

thanks for the update, we have got the integration part working fine. Now i am wondering if there is a way i can get the queue performance or queue status report or agent status reports  or even the dashboards that we create in Genesys Cloud  sent to PEGA. This is where the Supervisors or Contact Centre Admins can get all the data in PEGA.  

Hello Siddharth,

I don't believe that we have a way to do that natively. I did find this thread that may have more information for you.

Genesys cloud is integrated with PEGA and we would like to export the Dashboard with multiple Widgets for eg live agent /queue statues to PEGA. If anyone has done a similar set-up and can guide us would be really helpful. 

Thanks 

Sid..