Genesys WFM Third-Party Integration (EE27) for Genesys Engage cloud

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This topic is part of the manual Genesys Engage cloud Use Cases for version Current of Genesys Use Cases.
Read this topic for other versions:
Enable bi-directional Integration of WFM with 3rd party systems
    GenesysEngage-onpremises

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.
*You can sort all use cases according to their stated benefits here: Sort by benefits

Summary

The Genesys WFM API provides server-side integration between the Genesys Workforce Management solution and third-party systems.


Use Case Definition

Business Flow

Business Flow Description

  1. Identify the data elements that need to be synchronized.
  2. Confirm the third party system provides access to the needed data element.
  3. Define the most appropriate methodology for synchronizing the data elements:
    • Frequency
    • Data exchange medium
  4. Create and implement integration.

Business and Distribution Logic

Business Logic

N/A


Distribution Logic

N/A


Use Case Requirements

Customer Interface Requirements

N/A

Agent Desktop Requirements

N/A

Reporting

Real-time Reporting

N/A

Historical Reporting

N/A

Assumptions

General Assumptions

Required Development Resources (one or more of the following):

  • Genesys Professional Services developer
  • Customer-provided developers
  • Third-Party System Integrator developer

Customer Assumptions

Interdependencies

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
None

    Workforce Engagement

      None None

      Premise Assumptions

      Cloud Assumptions

      Required POR Approval

      Related Documentation

      Document Version

      • v 1.0.4