Genesys Cloud Embeddable Component in ServiceNow

Genesys Cloud Embeddable Component allows organizations to integrate core contact center capabilities directly into third-party applications like ServiceNow and other CRMs. These components, such as call controls, queue activation, interaction panels, and workforce engagement tools, enable agents and supervisors to manage interactions and monitor performance without switching platforms.

By embedding these components in ServiceNow, users can take advantage of:

• Seamless user experience within a unified interface.
• Real-time interaction management including voice, chat, and digital channels.
• Improved agent productivity.
• Direct access to performance metrics, scheduling, and adherence tools.
• Customizable configurations using tools like ServiceNow’s UI Builder.

Administrators must first configure the CSM Configurable Workspace within ServiceNow to incorporate Genesys Cloud Embeddable Components. The following setup allows agents to handle customer interactions directly from the ServiceNow console without needing to switch between systems:

• Use ServiceNow UI Builder to integrate Genesys Cloud components into the workspace.
• Drag and drop predefined components such as the queue activation and agent status controls into the designated workspace layout.
• Customize the layout and tailor the workspace view based on user roles such as agents and supervisors, enabling personalized access to tools like performance metrics, adherence tracking, and schedule views.

Once configured, agents can access the embedded Genesys Cloud components directly from their ServiceNow workspace. This unified workspace minimizes the need for context switching, improving agent focus and operational efficiency. By surfacing all essential tools in a single interface, the integrated experience supports faster response times and improved customer satisfaction.

The following Genesys Cloud Embedded Components are available for configuration:

• Agent Copilot
• Agent Stats
• Queue Activation
• Scripter
• Station Selection
• WEM Activity

For information on how to add these components and use them in ServiceNow:

• Add Genesys Cloud Embeddable Component
• Use of Genesys Cloud components in ServiceNow