Genesys Cloud EX configuration management
Genesys Cloud EX enables you to use Workforce Engagement Management capabilities – for example, scheduling and employee performance features – with contact center customer interactions that are handled on an external platform.
To perform and use workforce engagement capabilities within Genesys Cloud EX, you must regularly synchronize key configurations between your external platform and Genesys Cloud. For more information, see Synchronization of external platform data.
User management and divisions
Verify that the appropriate users exist and ensure that you associate them with the appropriate divisions. Also, verify that the appropriate divisions exist. For more information, see About people and permissions, Divisions overview, and User skills overview.
ACD skills and languages
Verify that ACD skills are assigned to users. ACD skills indicate an agent’s area of expertise and knowledge.
Confirm that languages were created to indicate the agent’s language preference for interaction handling. For more information, see Manage ACD skills.
Queues
Verify that the relevant queues have been created, and that each queue relates to the appropriate division. For more information, see Queue administration and Divisions overview.
Wrap-up codes
Verify that wrap-up codes exist to indicate the nature of an interaction. For example, a completed sale, a customer dissatisfied with service, or a billing problem. For more information, see Wrap-up code administration.
Secondary presence statuses
Verify that secondary presence statuses appear as expected. For more information, see Presence, status, and activity indicators overview and Secondary status overview.
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