Workforce Engagement Management

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  • 1.  Routing Salesforce chat data through Genesys Cloud

    Posted 08-11-2023 00:00

    Is there a way to route Salesforce Chats through Genesys Cloud queues so that all the KPI data can be captured and reported on, but still allow the associate to handle the chats in Salesforce?


    #Other/NotSure

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    Matthew Young
    Ascension Health-IS, Inc.
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  • 2.  RE: Routing Salesforce chat data through Genesys Cloud

    Posted 08-11-2023 00:02

    I would also like to use the data for scheduling and all other WFM purposes in the same way as the call information is handled



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    Matthew Young
    Ascension Health-IS, Inc.
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    Original Message


  • 3.  RE: Routing Salesforce chat data through Genesys Cloud

    GENESYS
    Posted 08-12-2023 08:35

    https://help.mypurecloud.com/articles/route-email-chat-interactions-third-party-providers/
    https://developer.genesys.cloud/commdigital/third-party-object-routing/



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    Jay Langsford
    VP, R&D
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    Original Message


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