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  • 1.  Integrating Genesys Cloud with Verint WFM

    NEW MEMBER
    Posted 01-05-2024 10:32

    Hi.

    I am wondering if anyone has come across this when integrating Genesys Cloud with Verint WFM?  When we initially tested this, the file names provided were the Genesys queue name, but when I have been setting this up today for a client, the format of the queue name is the unique Genesys identifier. I appreciate I can check which queue is which, but in the interest of making this easier for both myself and the customer going forward, it would be great to map in a more readable format.

    I will post on the WEM community too.

    #WFM, #ConfiguringWFM, #Mapping

    Thanks, Heather 


    #Genesys Cloud CX
    #WorkforceManagement
    #Other/NotSure

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    Heather Henderson
    Sabio Ltd
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  • 2.  RE: Integrating Genesys Cloud with Verint WFM

    Posted 01-14-2024 22:18

    Yes, check with the WEM community.  What integration are you using?  I know this one Genesys AppFoundry - WFM Adapter (mypurecloud.com) works well and requires very little in the way of mapping and other issues with API.



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Integrating Genesys Cloud with Verint WFM

    NEW MEMBER
    Posted 01-15-2024 03:43

    Thanks so much for your reply. I posted on the WEM community at the same time as here. It is Verint's own adaptors we are using. Thanks for this.



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    Heather Henderson
    Sabio Ltd
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  • 4.  RE: Integrating Genesys Cloud with Verint WFM

    Posted 01-15-2024 07:58

    I would cross check the permissions associated with the integration to ensure it is correct and failing that confirm if the behaviour exist on multiple Verint instances via Genesys Cloud when using the Genesys CSI & STCI for Cloud connections (if possible) 

    From looking at the documentation it doesn't appear that Genesys Queue Name is a valid part of the response that Verint receives back, Queue ID is though. I agree with you that the Queue Name makes sense to receive back and I too have seen it however as it's Verint making the request to Genesys I would suggest raising a support case with Verint in the first instance to ensure nothing has changed, in tandem a Genesys case won't hurt however may not be as fruitful. 



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    Josh Coyle
    Admiral Group Plc
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  • 5.  RE: Integrating Genesys Cloud with Verint WFM

    NEW MEMBER
    Posted 01-15-2024 08:13

    Thanks lots! :) 



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    Heather Henderson
    Sabio Ltd
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