Workflow: Configuring the WFO system for Genesys - STCI for Stat Server

Configure the WFO system to allow it to use the Genesys - STCI for Stat Server adapter.

Before you begin 

Genesys - CSI for Stat Server: Genesys environment pre-requisites

Workflow 

1. Genesys - STCI 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.

2. Genesys - STCI for Stat Server: Map reason codes to activities

   Map each reason code defined in the Genesys data source to an activity defined in WFM.

3. Genesys - STCI for Stat Server: Map Genesys users to WFM employees

   To align the user data retrieved from Genesys, map each user defined for Genesys to an employee definition in WFM.