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.

Within the data source definition, you can define reason codes. The reason code corresponds to a Genesys DnStatus. For each DnStatus, you must create a matching reason code.

If reason codes are not defined in WFM the first time the adapter runs, the adapter generates them. Map each generated reason code to the relevant Activity.

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 Reason Codes.
Select Create Reason Code.
Enter a Reason Code Name.
As the Event Mode, enter the text of available Genesys DnStatus values.

See: https://docs.genesys.com/Documentation/RTME/latest/User/DNStatus
Type an Event Reason. The reason must match the numeric codes defined in the relevant Action Codes on the Genesys configuration server.
Select Save.
To define a reason code for each Activity, repeat steps 8–11.

What to do next

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