Genesys Cloud - Developer Community!

1 User Data (Roles, Skills, Activities)

• How is user data (including roles, skills, and activities) created and maintained in Genesys Cloud?
• We noticed that some fields such as minimum working hours and maximum working hours are not available via the standard APIs. Is there any way to retrieve these fields? 

2. Queue Data for Forecasting

• Is queue-level data available for:  Forecasted volumes
  Predicted staffing
  Required staffing (time series)?
• how does queue data flow through the system? 

3. EventBridge Topics 

• Are there EventBridge topics available for:
  Coworker (user) data updates
  Schedule data changes

#PlatformAPI

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Nser Katerji
Senior Software Engineer
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1

Creation and Maintenance

• Users are created in Genesys Cloud either manually (via the Admin UI), through directory sync (SCIM / Active Directory), or via APIs.
• Roles define permissions and are assigned to users through the Authorization APIs. Standard roles (Admin, Supervisor, Agent, etc.) can be extended with custom roles.
• Skills and language proficiencies are defined in the Routing service. Administrators assign these to users, either individually or via bulk update APIs.
• Activities (work plans and schedules) are managed under Workforce Management (WFM). These determine when agents are scheduled to be on queue, on break, etc.To retrieve them, you need to use the WFM APIs (for example, /api/v2/workforcemanagement/workplans) where minimum/maximum weekly hours and other scheduling constraints are defined.

2

Availability

• Workforce Management works against Planning Groups, which can contain multiple queues.  If you are working with those, start with the Workforce Management APIs. 
• If you want Queue level data, you can get that from Analytics APIs. 

Data Flow Through the System

1. Queue data (interactions, ACD routing, handle times) is collected in real time.
2. Historical queue metrics (offered, handled, AHT, abandon rates, etc.) flow into the Analytics service.
3. Forecasting uses this historical data to generate volume forecasts, staffing models then project required staffing by interval per planning group.
4. These feed into WFM for schedule generation, which is then compared to actual queue performance for intraday monitoring.

3

EventBridge

This page lists all of the topics available on EventBridge, use the purple filter at the top: https://developer.genesys.cloud/notificationsalerts/notifications/available-topics

Relevant to your question:

• Coworker (user) data updates: Standard user presence, status, and conversation events are available (for example, v2.users.{id}.presence, v2.users.{id}.conversations).
• Schedule data changes: Schedule creation and updates can be subscribed to (for example, v2.workforcemanagement.businessunits.{id}.schedules).  However, note that these events will not contain all the schedule changes themselves, as this data can be very large.  You will need to query the APIs when a change comes through if you want the detailed schedule data. 

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Joe Behymer
Senior Director, Development
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