Workforce Engagement Management for Genesys Engage Solution Guide
- 1 Intended audience
- 2 Introduction
- 3 Data synchronization and retention
- 4 Cross-platform security
- 5 Workforce Engagement capabilities and features
- 6 Preparing for Integration
- 7 Integration with Genesys Cloud
- 8 Accessing WEM features
- 9 Genesys Engage user experience
- 10 User types and roles in Genesys Cloud
- 11 User responsibilities
- 12 Managing your integration
- 13 Frequently asked questions
- 14 Related Use Cases
Find information about how to enable Genesys Engage customers to use the Workforce Engagement Management (WEM) features that are available in the Genesys Cloud product.
This Solution Guide is intended for administrators, contact center managers, and network professionals who are using and administering the Genesys Engage cloud software and those who want to take advantage of the advanced Workforce Engagement Management features and functionality available through integration with the Genesys Cloud product.
Some knowledge of cloud infrastructure, architecture, and technologies is helpful, but not required.
Naming conventions in this guide
The Genesys Cloud product refers to the features and capabilities available with our Genesys Cloud contact center solution. The Genesys Engage product refers to the features and capabilities available with our Genesys Engage cloud and Genesys Engage on-premises offerings.
To provide clarity and readability in this guide, the name Genesys Engage product is sometimes shortened to Genesys Engage, and the name Genesys Cloud product is shortened to Genesys Cloud.
Through integration between Genesys Engage and Genesys Cloud, Genesys Engage customers can take advantage of the Workforce Engagement Management (WEM) feature suite that resides in Genesys Cloud. At this time, the integration is available only to Genesys Engage cloud customers.
Workforce Engagement Management for the Genesys Engage solution is an integration between Genesys Engage and Genesys Cloud software. This integration enables Genesys Engage customers to use the Workforce Engagement Management feature suite available in the Genesys Cloud solution, by choosing one of three product offerings or tiers. For more information, see the Genesys Cloud Pricing page (scroll down to the "Workforce" section).
These product offerings expand the integration of Genesys Engage with Genesys Cloud software, enabling Genesys Engage users to take advantage of an increasing array of new and existing features.
To learn more about enabling integration between Genesys Cloud and Genesys Engage software, see About Workforce Engagement Management in the Genesys Cloud Resource Center, or contact your Genesys Account Representative.
Supported operating systems and browsers
Genesys Engage services are accessed through web-based user interfaces that rely on customer-provided browsers running on devices such as PCs or tablets.
Find information about system requirements for each platform:
- For Genesys Engage cloud, see the Multicloud Resource Center.
- For Genesys Cloud, see the Genesys Cloud Resource Center.
Multi region support
Each Genesys Engage tenant connects to a single Genesys Cloud organization, which operates in single region. However, Genesys Engage cloud clients from multiple regions can connect to a Genesys Cloud organization in the same region.
For example, if your Genesys Engage deployment is distributed across multiple regions, such as us-east1 and us-west1, it would be assigned one region and one organization in Genesys Cloud — let's say us-east-1, with the two Genesys Engage regions connecting to it.
See the Genesys Cloud Platform API in the Developer Center for a complete list of regions. For more information on this topic, contact your Genesys Account Representative.
Data synchronization and retention
The primary focus of integration is to replicate call and interaction details from a voice-only Genesys Engage deployment to the Genesys Cloud platform for processing.
- Authentication—The Genesys Cloud platform uses Single Sign-On (SSO) authentication. Although Genesys Engage credentials are not synchronized to the Genesys Cloud platform, Genesys Engage customers use their Genesys Engage credentials to log in to it to access Workforce Engagement Management features.
- Agents, skills, queues, wrap-up codes—Genesys Engage configuration data is replicated in Genesys Cloud, such that agents, queues and queue-user assignment, and wrap-up codes in Genesys Cloud reflect the configuration data in Genesys Engage.
- Recordings—Voice recordings are replicated from Genesys Engage to Genesys Cloud and can be searched and played back in Genesys Cloud. Conversations generated in Genesys Engage contain agent IDs, queue IDs, wrap-up codes, and the start and end time of the various segments.
- See About call recording in the Genesys Cloud Resource Center.
- Interaction replication—Voice-only interactions (recordings and call events) are replicated from Genesys Engage to Genesys Cloud. Replicated interactions within the Genesys Cloud organization are then available for access and for metrics from the Performance views in Genesys Cloud.
- See About performance tools in the Genesys Cloud Resource Center.
- Agent presence—Syncing agent presence events is a one-way sync from Genesys Engage to Genesys Cloud. Genesys Engage is the primary source of this data. There are two aspects to this enhancement, but in both cases the status is stored in Genesys Cloud:
- Presence—Agents are either online or offline. The status is derived from the agent's desktop login state.
- Routing status—Agents are either engaged in interactions or idle.
Genesys Cloud maintains retention policies for data storage. For more information on this topic, see About Data Storage for Genesys Cloud in the Genesys Cloud Resource Center.
Network traffic between Genesys Engage and Genesys Cloud is performed using encrypted Transport Layer Security (TLS) protocols, such as HTTPS.Recording and call events data is encrypted at rest and in transit. Recordings that might contain personal information are encrypted at source (in Genesys Engage), using strong private/public key pairs generated in Genesys Cloud.
Workforce Engagement capabilities and features
The Genesys Cloud Workforce Engagement Management offering for Genesys Engage users provides a comprehensive workforce optimization solution that simplifies the agent experience and helps organizations drive results and employee satisfaction with capabilities, such as call recording and playback, quality management, and workforce management.
To learn more, visit the Resource Center.
Genesys Engage enables you to record voice calls and use policies to decide which calls to record. Genesys Engage then sends the recorded files to Genesys Cloud, enabling you to decide how long to retain them. As a user, choose to record your calls and listen to them whenever you need to.
See About call recording.
Use quality management to play back recordings and evaluate agents and interactions to improve the contact center experience. Managers can also set up coaching appointments with agents to mentor and help improve agent performance.
Use workforce management to configure and manage business units, management units, service goal templates, planning groups, activity codes, and more. Create and work with schedules, manage real time and historical adherence, view and manage intraday monitoring, and manage agent schedules and time off requests.
More about WEM features
To find out how to access the features, see Accessing WEM features.
To find out how Genesys applies business context to the Workforce Engagement Management features and capabilities, see Related Use Cases.
An evolving feature suite
Genesys is continuously updating and making available new Workforce Engagement Management capabilities in Genesys Cloud. These new services leverage the power and AI capabilities of Genesys Cloud.
Currently, a limited number of Workforce Engagement Management features (described above) are available to Genesys Engage users. However, the following capabilities (not yet supported) are being considered for future release:
- Interaction recording of digital channels
- Screen recording
- WFM for digital channels
- Speech and text analytics
- Employee development
- Performance management
- Rewards and recognition
For information about the future releases of Workforce Engagement Management for Engage and its capabilities, contact your Genesys Account Representative.
Preparing for Integration
To prepare for integration with Genesys Cloud, Genesys Engage administrators must complete the following tasks:
- Enable roles for the Admin user—Designate an administrator user who will enable the roles required for the Admin user to perform administrative tasks in Genesys Cloud. See Enabling roles for the Admin user.
- Configure OAuth client—Ensure the designated administrator user configures the OAuth client to generate a client ID and secret for your organization. See Configuring the OAuth client for the Admin user.
- Choose an identity provider (IdP)—Determine which IdP you'll use for SSO integration. See Configuring single sign-on.
- Identify routing objects—Identify the virtual queues (VQ) that will appear in Genesys Cloud and will be used for forecasting and scheduling. Genesys maps these queues to agent groups (AG) and virtual agent groups (VAG) that you create.
- Create agent groups and virtual agent groups—Identify the VQs and AGs or VAGs that will be used for queue/user mapping in Genesys Cloud. These VAG objects are associated with the identified VQ objects to provide queue/user data for Workforce Management.
- Group organizational units for migration—See Migrating configuration objects.
After the VQ, AG, and VAG object are identified, created, and mapped they are dynamically synchronized with Genesys Cloud using Genesys APIs. This might take some time, depending on the amount of data being synchronized.
Migrating configuration objects
You must consider how your business units, countries, and office locations will be grouped within your Genesys Cloud organization. In Genesys Cloud, administrators can separate and group organizational units (that become configuration objects) into separate Divisions. A Division is a way to group and segregate these objects but keep them in the same organization. Once Divisions are created and configured, administrators can use roles to grant user access to them, and the objects within them.
For more information about Divisions, see Divisions overview in the Genesys Cloud Resource Center.
Integration with Genesys Cloud
Genesys Cloud Conduit Engage microservice connects Genesys Engage resources and sends data to Genesys Cloud, enabling access to Workforce Engagement Management features and functionality.
Your Genesys Cloud organization
Genesys Engage integrates with Genesys Cloud via your Genesys Cloud organization, which is created for you. You receive a welcome email to activate your admin account in Genesys Cloud. The Genesys Cloud organization is provisioned with the following:
- The base functionality required for your Genesys Cloud integration.
- An admin console you can use to configure your Genesys Cloud integration.
- A user with the Genesys Cloud Admin role, which includes default admin permissions, and any integration-specific permissions.
After your Genesys Cloud organization is activated, take note of these items:
- Administrator email address
- Administrator password
- Organization ID
- Organization short name – generated from the organization long name, in compliance with DNS restrictions (a-z, 0-9, A-Z)
Enabling roles for the Admin user
After Genesys activates your organization, it automatically creates one Person object—the Admin user. This user will automatically be assigned the Admin and Employee roles, but will need to have other roles assigned in order to complete all of the necessary administrative tasks.
Your organization's designated administrator will complete the following steps in their Genesys Cloud organization:
- In the Genesys Cloud UI, navigate to Admin > People and Permissions > People.
- Click the Admin user and navigate to the Roles tab.
- Find the Platform Integration role and slide the toggle to the right to assign it to the Admin user.
- To quickly find a role, click the View: drop-down menu and select All, and then type the role name in Search.
- Click Divisions and select All future divisions.
- This action assigns all divisions to the role.
- Click Save.
Configuring the OAuth client for the Admin user
After you've enabled all roles for the Admin user, configure the OAuth client by following the steps in this procedure:
- In the Genesys Cloud UI, navigate to Admin > Integrations > OAuth page.
- Click Add Client to open the Client Details tab, and complete the following steps:
- Enter the Application Name. For example, Genesys Engage.
- Add a description, if necessary.
- Under Grant Types, select Client Credentials.
- When this option is chosen, the Roles tab displays.
- On the Roles tab, slide the toggle to the right to assign the Platform Integration role to the OAuth client.
- Click Divisions and select All future divisions.
- This action assigns all divisions to the role.
- Click Save.
Choosing an IdP for single sign-on
The way in which you configure SSO depends on the IdP you choose. You have two options, as follows:
- Use an external identity provider:
- Use Genesys Engage as your identity provider:
- Configure Genesys Engage. See Genesys Engage as an identity provider or Genesys Cloud in the Shared Resource Center.
Accessing WEM features
After integration with Genesys Cloud is complete, Genesys Engage customers can browse to the Genesys Portal and on the All Apps tab, click the appropriate WEM icon— Agent, Supervisor/Admin, or Admin.
When prompted, use your Genesys Engage credentials to log in.
Alternatively, log in directly to Genesys Cloud at Cloud Log in. Simply change the region before clicking Log In.
Genesys Engage user experience
The following items describe the Genesys Engage user's experience after integration with Genesys Cloud is complete:
- Genesys Cloud access: Genesys Engage administrators, supervisors/managers, and agents can access Workforce Engagement Management features directly in Genesys Cloud.
- Single sign-on: Logged-in users are able to navigate across applications using their Genesys Engage log in credentials.
- See Single Sign-On in the Multicloud Resource Center.
- Configure integration: Administrators will need to complete a few tasks to prepare for integration.
- See Preparing for integration in this article.
Leveraging existing features
In addition to the user's experience described above, there are many existing features in Genesys Cloud that Genesys Engage cloud customers can leverage after integration. Here are some example:
- Managing recordings
- Defining recording policies
- Uploading historical data
- Sending inbox notifications and alerts
See About Workforce Engagement Management (WEM) for a description of features and other related topics in the Genesys Cloud Resource Center.
User types and roles in Genesys Cloud
When a Genesys Engage cloud Person object is synchronized with Genesys Cloud for the first time, the Person is determined to be one of three Genesys Engage User types:
- A supervisor who has the Is Agent flag checked in Agent Setup and has Supervisor as one of its roles in the Agent Setup annex.
- An agent has who has the Is Agent flag checked in Agent Setup.
- A non-agent does not have the Is Agent flag checked in Agent Setup. This Person could be anyone, from an administrative user to a business analyst.
When a User is created in Genesys Cloud for the Person, Genesys Engage assigns all of the Genesys Cloud roles specified for that User type. If some of the specified Genesys Cloud roles do not exist, the Genesys Engage creates the User and assigns all of the existing roles for that User type.
When initially creating the Genesys Cloud User, Genesys Engage does not change any of the assigned Genesys Cloud User roles, except in the following cases:
- If Genesys Engage detects a Person that transitioned from Agent to Supervisor, the Genesys Cloud roles are automatically added to the User. (No roles are removed.)
- If Genesys Engage detects a Person that transitioned from Supervisor to Agent, the Supervisor role must be manually removed. (No roles added.)
Roles for WEM users
The following roles are available for Workforce Engagement Management users:
- Supervisor Roles: Employee, User, Cross Platform Supervisor
- Agent Roles: Employee, User
- Non-agent Roles: Employee
Each of the three WEM product offerings has roles that can be used immediately, as shown in the table below.
|Master Admin||Planner Admin||Quality Administrator||Quality Evaluator||Cross-Platform Supervisor||User||Trusted External User|
|Quality Assurance and Compliance||✔||✔||✔||✔||✔||✔|
See permissions for all roles in Products, roles, and permissions in the Genesys Cloud Resource Center.
Once the configuration of Genesys Cloud Workforce Engagement Management is complete, the workflow for administrators, supervisors, and agents changes. The following sections provide an overview of the work that administrators, supervisors, and agents perform in Genesys Engage and Genesys Cloud.
In Genesys Engage, administrators:
- Maintain the Genesys Cloud integration configuration.
- Create and manage Designer applications to select which calls are recorded. See Getting Started with Designer in the Multicloud Resource Center.
- Assign agent permissions to control recordings. See Roles and permissions overview in the Genesys Cloud Resource Center.
In Genesys Cloud, administrators:
- Maintain Genesys Cloud organization. See Your Genesys Cloud organization.
- Assign user roles to grant access to functionality. See Roles and permissions overview in the Genesys Cloud Resource Center.
- Assign users to divisions. See Divisions overview in the Genesys Cloud Resource Center.
- View users, queues, skills, and languages. See My Queues Activity view and User skills overview in the Genesys Cloud Resource Center.
- Configure single sign-on provider for Genesys Engage or a third-party identity provider, such as OKTA. See Choosing an IdP for single sign-on in this article.
In Genesys Engage, supervisors:
- Manage workgroups, queue media, and agent membership.
- Manage skills and languages.
- Determine when to stop forecasting and scheduling agents in Genesys Engage, if using Workforce Management (WFM).
- Monitor and coach agents during calls with customers.
In Genesys Cloud, supervisors:
- Provide training to users and start using the Workforce Engagement Management features in Genesys Cloud for daily management of workforce. See About workforce management in the Genesys Cloud Resource Center. These features include:
- Viewing replicated interactions and running analytics.
- Setting up business units, management units, planning group, and activity codes.
- Managing forecasts, schedules, time off requests, shift trades, intraday, real-time and historical adherence.
- Accessing advanced workforce engagement management features.
- Playing back recordings, evaluating agents and interactions, and setting up agent's coaching appointments to improve performance.
In Genesys Engage, agents:
- Accept interactions in Agent Desktop (Workspace Web Edition). See Getting started in the Agent Desktop Agent's Guide in the Multicloud Resource Center.
- Control recordings for individual calls (if they have been assigned permission to do so, by an Administrator.) See Products, roles, and permissions list in the Genesys Cloud Resource Center.
- Receive notification of Genesys Cloud work times such as shift trades, schedule changes, and evaluations.
In Genesys Cloud, agents:
Managing your integration
Handling incomplete interactions data
In the off chance that an outage occurs in Genesys Engage in the process of uploading interactions data to Genesys Cloud, call recordings are not lost but the recording data might not be available. In this case, the Quality Evaluator will not be able to evaluate the available recordings as they'll appear as orphan-recovery recordings.
Orphan recordings appear in the Quality Admin > Recording Management > Orphan Recordings tab in Genesys Cloud when some or all of a recording's interaction data is not uploaded within 24 hours. For more information, see View orphaned recordings in the Genesys Cloud Resource Center.
Genesys Engage handles orphan recordings by implementing the following steps for recovery and resolution:
- Recovery—Removes recordings from the Orphan list by generating mock external interaction segments that are attach to the recording.
- Search—Makes orphan recordings traceable to the originating interaction from Genesys Engage cloud using the following information:
- DNIS—Is hardcoded to orphan-recovery
- ANI—The Genesys Engage CallUUID (the universally unique identifier) of the call being recorded
- Segment start time—The start time of the recording
- Identification—Enables Quality Evaluators to distinguish the mock segments by labelling them orphan-recovery.
Mapping UUIDs to Interaction IDs
Universal unique identifiers (UUID) are used in various ways in Genesys environments, such as for tracking items across different components, systems, and through time. You can use UUIDs to make correlations between similar items in Genesys Engage and Genesys Cloud. Genesys Engage uses CallUUIDs (the universal unique identifier for the call), whereas Genesys Cloud uses Conversation IDs (also called Interaction IDs). Therefore, to make these correlations, the UUIDs must first be converted to Interaction IDs.
A standard algorithm is used to generate the Interaction ID when Genesys Engage voice interactions are created in Genesys Cloud. To determine the Genesys Cloud Interaction ID, you'll need to:
- Find the Genesys Cloud Organization ID (see below)
- Obtain the CallUUID from the initial call segment
- Use any standard UUIDv3 generator to make the conversion (see the example below)
Finding the Organization ID in the Genesys Cloud UI
To find the Genesys Cloud Organization ID:
- In the Genesys Cloud UI, select Admin > Account Settings > Organization Settings.
- Click the Organization Details tab, and expand the Advanced dropdown menu to see the Organization ID.
Example of UUIDv3 generation
- Namespace (Genesys Cloud Organization ID): dbede0aa-25bb-4b5e-a6a1-27d88ba843f8
- Name (Genesys Engage originating CallUUID): 029LK70N8SBO9F2B04000VTAESXX000J
- UUIDv3 (Genesys Cloud Interaction ID): ca6c4e5f-38f8-3df9-a080-5b17ad27ef8c
Filtering data in the Interactions table
Genesys Engage synchronizes the data that appears in the columns in the Interactions table in Genesys Cloud, enabling users to display and filter Interactions.
Genesys Engage supports a number of filter criteria in Genesys Cloud. To open the TABLE COLUMNS list, click the + (plus sign) in the top row of the Interactions table (see the graphic here).Filtering on the supported columns in the Interactions table ensures you'll obtain optimal, consistent results. Genesys recommends using only the supported criteria shown in the tables below when filtering interactions.
Genesys Engage supports filtering on column names in the Interactions table in two categories: Interactions and Metrics.
|Interactions: Genesys Engage supported filter criteria|
|Abandoned in Queue||Disconnect Type||Queue|
|Consult Transferred||End Date||Transferred|
|Conversation Duration||Initial Direction||Users - Alerted|
|Conversation ID||Last Wrap-Up||Users - Interacted|
|Metrics: Genesys Engage supported filter criteria|
|Alert Segments||IVR Segments||Total Alert||Total Talk|
|Blind Transfers||Queue Segments||Total Handle||Transfers|
|Consult Transfers||Talk Segments||Total Hold||User Segments|
|Consults||Time to Abandon||Total IVR||Wrap-Up Segments|
|Hold Segments||Total ACW||Total Queue|
To find a description of a metric, use the Help in the Genesys Cloud Resource Center.
Agent states, reason codes, and agent presence
Workforce Management (WFM) determines if agents are adherent by comparing their real-time state, plus the reason code (if available) with the scheduled states within specified time intervals. If at least one scheduled state can be mapped to the real-time state, the agent is considered adherent. Some reason codes are used to prevent the agent's adherence from being negatively affected if they are logged off or busy for any length of time, but technically still adherent—for example, on a scheduled break or in training.
Genesys Engage synchronizes agent status to agent presence in Genesys Cloud, but Genesys Cloud uses an aggregated concept for agent presence. Therefore, if you want the agent presence in Genesys Cloud to include Meal, Break, Training, or Meeting, you must manually synchronize them by creating custom agent states in Genesys Engage so that this same value can be used as the agent presence. If there is no reason code, or the value is something other than one of the four mentioned, Genesys Cloud uses Busy for the agent presence. See the following table, for examples:
|Genesys Engage||Genesys Cloud|
|Agent state||Reason code||Agent presence|
Creating custom agent states in Genesys Engage
Use the following procedure to create custom Not Ready states:
- In the Genesys Engage portal, click Agent Setup.
- In the left-side navigation pane, select Custom Agent States.
- Under Not Ready, enter the Display Name. For example, Training.
- Enter the Code. For example, Training.
- Click Add, and then Save.
Mapping agent states to agent presence
The following tables show how the Genesys Engage supported agent states map to Genesys Cloud agent presence and routing statuses:
|Genesys Engage agent state||Genesys Cloud agent presence||Genesys Cloud routing status|
|Connected (ACD call)||No change||Interacting|
|Connected (Internal call)||No change||Communicating|
|After Call Work||No change||Interacting|
|Genesys Engage agent state||Genesys Cloud agent presence||Genesys Cloud routing status|
|Not Ready||Busy||Off Queue|
|Not Ready - Break||Break||Off Queue|
|Not Ready - Meal||Meal||Off Queue|
|Not Ready - Meeting||Meeting||Off Queue|
|Not Ready - Training||Training||Off Queue|
|Log Off||Offline||Off Queue|
Recommendation for disposition codes
Workforce Web Edition (WWE) uses disposition codes to characterize the outcome of an interaction.
Disposition codes have both
Name and a
Display Name attributes:
Name—This attribute is unique. It's the value that is synchronized from Genesys Engage to Genesys Cloud.
Display Name—This attribute is arbitrary. It's the value that is displayed to agents in WWE. Since it doesn't have a uniqueness constraint, multiple disposition codes can share the same display name.
The UIs in Genesys Engage display disposition codes as the
Display Name, but the UIs in Genesys Cloud display them as the
Name. As a best practice, and to avoid difficulties when trying to correlate the values in Genesys Engage to Genesys Cloud, we recommend applying similar values to the
Display Name attributes.
Frequently asked questions
Q: After integration, do post-call surveys that are created in Genesys Cloud use recording policies and survey flows in Architect?
A: No. For integrations, Genesys Engage handles the routing and processing of interactions and then uploads them to Genesys Cloud. In this case, Genesys Cloud does not handle the routing function, so Architect is not used.
Multiple Divisions in Genesys Cloud
Q: After integration, can I create more than one Division for my Organization in Genesys Cloud?
A: No. After integration with Genesys Cloud, Genesys Engage supports only a single Division—the default Home Division.
Related Use Cases
The following Workforce Engagement Use Cases provide business context and outline the benefits associated with the Workforce Engagement Management features and capabilities: