Genesys - STCI for Cloud: Genesys to WFM data mapping

The overall state of a Genesys agent is calculated in WFM using their Presence Status, and Routing Status.

Presence Status

Presence is the availability of the agent to be reached. The default presence for a logged in agent is: Available.

An agent can change their presence to any system, or organization-defined presence. For example: Busy, Away, or On Queue. When an agent is not logged into Genesys Cloud, their presence is: Offline.

Routing Status

Routing Status is the availability of an agent to receive ACD interactions. The Routing Status of an agent is always OFF unless their Presence Status is set to: On Queue. If the Presence Status of an agent is set to On Queue, there is a fixed list of possible Routing Statuses:

IDLE - waiting for an interaction.
INTERACTING - handling an interaction.
COMMUNICATING - indicates the Presence of an agent is set to On Queue, but the user is handling a non-ACD interaction. If utilization is set to include non-ACD interactions, the Routing Status can mean an agent is set to Off Queue, and is handling a non-ACD interaction.
NOT_RESPONDING - an interaction alerted the user, but they did not respond before time-out.

The event mapping for WFM is the following:

Verint WFM Event Field	Genesys Cloud Field
agentId	username
timestamp	modifiedDate (Presence Event) startTime (RoutingStatus Event)
eventMode	The routing status of the agent from the activity event. If the routing status is set to: OFF_QUEUE, then the presence status is used to determine the event mode instead.
Event Reason	The presence status of the agent from the activity event determines the event reason. If the secondary statuses are enabled and the routing status of the activity is set to: OFF_QUEUE, the presence status is used to determine the event reason instead.