Genesys Cloud - Main

Hi @Genesys Community,

Use Case:

Our organization manages multiple Management Units (MUs) within a single Genesys Cloud org-such as Dev, QA, and Prod. Each management unit aligns with a different department or environment, and each needs to be integrated with a separate HRIS system.

Challenge:

Currently, under the Agents tab in WFM, HRIS integration configuration or synchronization appears to be manually managed per agent or unit, without any built-in way to automatically associate a Management Unit with a specific HRIS integration.

Request:

1. A built-in feature that allows linking or mapping each Management Unit to a specific HRIS integration (e.g., HRIS_DEV for the Dev MU, HRIS_QA for QA MU, etc.), so that agent syncs happen automatically without manual intervention.

2. Alternatively, guidance or an officially supported method (via APIs, middleware, or configuration) that would allow us to programmatically achieve this behavior.

   Benefit:

   This would eliminate manual configuration, reduce human error, and significantly streamline onboarding and sync processes-especially in large environments with multiple departments and integrations.

#API/Integrations
#Implementation
#Omni-ChannelDesktop/UserInterface
#PlatformAdministration
#QualityManagement
#Reporting/Analytics
#SystemAdministration

------------------------------
Haridass Sarangan
------------------------------

Hello Haridass,

If you want to make an enhancement request for Genesys Cloud, Genesys encourages you to register your request through the Product Ideas Lab.

To Access the Product Ideas Lab and add your idea:

1. Sign in to the Genesys Knowledge Network.
2. On the Product Ideas Lab section, click Browse and Submit Ideas.
3. From the Product Ideas Lab, click Add a Product Idea.

You can also view and vote for existing ideas.

https://help.mypurecloud.com/faq/how-do-i-submit-an-enhancement-request/

------------------------------
Jason Kleitz
Online Community Manager/Moderator
------------------------------