Genesys WFM Third-Party Integration (EE27) for Genesys Engage cloud
- 1 Use Case Overview
- 2 Use Case Definition
- 3 Use Case Requirements
- 4 Assumptions
- 5 Related Documentation
Use Case Overview
Story and Business Context
Organizations often already have third-party systems that contain many of the same data elements that Genesys Workforce Management needs to perform its functions. These systems might include wage and time-off information found within a Human Resources (HR) or Payroll Management System. The Genesys WFM Solution includes an API that provides bi-directional integration between the Genesys WFM Solution and the existing systems, allowing for automated synchronization between the two and eliminating the need for redundant data management.
Use Case Benefits*
|Use Case Benefits||Explanation|
|Reduced Administration Costs||Real-time synchronization between WFM and payroll, CRM or HR systems eliminates data administration effort and reduces costs.|
The Genesys WFM API provides server-side integration between the Genesys Workforce Management solution and third-party systems.
Use Case Definition
Business Flow Description
- Identify the data elements that need to be synchronized.
- Confirm the third party system provides access to the needed data element.
- Define the most appropriate methodology for synchronizing the data elements:
- Data exchange medium
- Create and implement integration.
Business and Distribution Logic
Use Case Requirements
Customer Interface Requirements
Agent Desktop Requirements
Required Development Resources (one or more of the following):
- Genesys Professional Services developer
- Customer-provided developers
- Third-Party System Integrator developer
All required, alternate, and optional use cases are listed here, as well as any exceptions.
|All of the following required:||At least one of the following required:||Optional||Exceptions|
Required POR Approval
- v 1.0.4