Genesys - CSI for Stat Server: Map Genesys Queues to WFM Queues

To align Genesys entities with entities in WFM, you need to map the Genesys Queues, represented by the data source groups, to the WFM queues.

Procedure 

1. Go to Work Administration. Under Work Queues, select Work Queue Group Mapping.

2. Select a queue and select Edit work queue.

3. From the available data source list, select the Genesys data source.

4. From the list, select the Data Source Group that matches the appropriate Genesys Queue.

5. Select Save Mapping.

6. Map each WFM queue listed to a defined Data Source Group.

Related topics 

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