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  • 1.  Mapping Genesys status reasons to Verint Activity Codes

    Posted 10-09-2024 15:05
    No replies, thread closed.

    Hello,

    I am trying to understand what is being sent over our Aria adapter from Genesys to Verint. we need to map the Genesys status codes for phone agents (e.g. break, meal, available, on-queue) to Verint activity codes for tracking of agent adherence to schedule in Verint.  Initially, I thought it would be a one to one but we are seeing these event codes associated with the status values we collect from Genesys.  Hoping someone knows what these events refer to?  Current thought it refers to what the agent is doing at the time the status is selected like "on a call" then selecting "break" or on "ACW" then selecting "Available".  Hoping someone can confirm and better yet if there is a decoder ring with the different event codes.  Thank you. 


    #SystemAdministration

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    Miguel Blass
    California Physicians' Service
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  • 2.  RE: Mapping Genesys status reasons to Verint Activity Codes
    Best Answer

    Posted 10-10-2024 09:09
    No replies, thread closed.

    Hi Miguel,

    What report is it that you have attached?  As it doesn't look like a Genesys Cloud report, so its hard to match what you are seeing to something within GC.

    I would query this with TTEC/Aria as they provide support for the WFM Adapter and confirm how those reason codes are populated (assuming this is a report from the WFM adapter)  



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



  • 3.  RE: Mapping Genesys status reasons to Verint Activity Codes

    Posted 10-10-2024 12:36
    No replies, thread closed.

    It is a screenshot from Verint. I will see what the TTEC side has to say. 



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    Miguel Blass
    California Physicians' Service
    ------------------------------

    Original Message


  • 4.  RE: Mapping Genesys status reasons to Verint Activity Codes

    Posted 10-11-2024 07:49
    No replies, thread closed.

    Let us know what they say as it may help others in the community going forwards :D



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

    Original Message


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