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Synchronize Time-off requests among SAP Fiori and Genesys Cloud WEM

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  • 1.  Synchronize Time-off requests among SAP Fiori and Genesys Cloud WEM

    Posted 10-30-2024 18:04
    No replies, thread closed.

    Dear Genesys Community,
    We are currently trying to manage a requirement received from one of our Customer about Genesys Cloud WEM and specifically time-off entries.

    Here is the requirement elicited:
    "Absence management for Employees is carried out using an SAP Fiori application. The Contact Center solution has to be able to retrieve the information already entered in this application so as not to have to enter leave twice".

    So the Customer would like to keep managing the time-off requests in SAP Fiori and those must be synchronized in Genesys Cloud WEM to avoid double work. 

    Questions:

    1. Does someone already tackled this kind of request?
    2. If so, in which way this requirement has been fulfilled using Genesys Cloud?
    3. Guessing that Genesys Cloud cannot automatically retrieve absence request from SAP Fiori, is there an API available that generates time-off request can be triggered by SAP Fiori?

    Any help or suggestions on this subject is greatly appreciatedI look forward to your kindly reply.

    Many thanks and Best regards,


    #TimeOff/HRIS

    ------------------------------
    Fabrizio Tortis
    Technical Lead CIM
    ------------------------------


  • 2.  RE: Synchronize Time-off requests among SAP Fiori and Genesys Cloud WEM

    Posted 11-12-2024 22:03
    No replies, thread closed.

    The HRIS integration is designed for the other way - having Genesys Cloud time off request be sent to the HRIS system and have agents only use Genesys for this function.  There is an API that would allow you to submit time off request to Genesys, but you would need some middle ware to extract from SAP and insert into Genesys.  https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-workforcemanagement-managementunits--managementUnitId--timeoffrequests 

    Of course, you could use a Workflow to do all the middleware work, but you would have to kick that off manually or find some way to schedule execution of the workflow.  We have done many HRIS integrations and they all require a bit of creative configurations.  



    ------------------------------
    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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