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  • 1.  Genesys Cloud States

    Posted 03-20-2025 05:45
    No replies, thread closed.

    @Theo Hendricks I have recreated this post here as it originally created as a Library Entry instead if a Discussion Post


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


  • 2.  RE: Genesys Cloud States
    Best Answer

    Posted 03-20-2025 05:56
    No replies, thread closed.

    Hi Theo,

    You can find information regarding Agent presence, status, and activity indicators in the resource center, but as this also related to adherence in WFM I would recommend checking the WEM Community and possibly asking this question there as the experts there may be better placed to advise on this.



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

    Original Message


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