Genesys - CSI for Stat Server: Create a Genesys Data Source

A data source represents the Genesys instance and holds the information for the Genesys entities. These entities must be defined in the WFO system.

You can define Data Source Groups to represent Genesys Queues. If the Data Source Groups are not defined in WFM the first time the adapter runs, it generates them. When the adapter creates the groups, map each group to the relevant WFM queue.

Before you begin

Genesys STCI for Stat Server pre-requisites

Procedure

Sign in to the WFO system.
Go to Integration Management. Under Data Sources, select Settings.
Select Create Data Source.
As the Type, select Phone.
As the Switch/Sub Type, select Generic Switch, and select Select.
Provide the Name, Description, the Time Zone for the data source and select Save.
Go to Data Sources, then select Data Source Groups.

Select Create Group.
As the Data Source Group Name, enter the name of the Genesys Queue, exactly as it appears in Genesys.
As the Type, select Agent Group.
Create a group for each Genesys Queue.