Workforce Engagement Management

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  • 1.  GC Agent States

    Posted 03-18-2025 04:10
      |   view attached

    HI all,

    We recently migrated to Genesys Cloud from Engage.

    I just want to make sure we have the full list of all statistics that GC can send mapped now as well. If we are missing any, it would affect our historical stats in IEX as well as our IEX adherence reports.

    Is Genesys able to provide a list of all the stats that it generates so that I can map them in IEX (if I am missing any). Or is a mapping perhaps no longer necessary because the integration takes care of this? 

    I have attached a screen shot of the engage states we normally received.

    Any guidance or clarification on this topic will be helpful.

    Thanks

    Theo


    #Metrics

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    Theo Hendricks
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  • 2.  RE: GC Agent States

    Posted 03-18-2025 05:51

    Hi Theo,

    Welcome to the Community and Genesys Cloud.

    I believe has the basic mappings of the presence and activity categories.  It might help to confirm what integration you are using to transmit this data to IEX.  As this is about WFM integrations, I am going to move this to the WEM Community as I believe they will be better placed to help you with this.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


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