Genesys - STCI for Cloud: Map reason codes to activities

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

Before you begin

Genesys - STCI for Cloud: Map Genesys users to WFM employees

Procedure

In WFO, go to Integration Management. Under Data Sources, select Settings.
Select the Genesys data source.
Go to Data Sources, then Reason Codes.
Select a reason code and select View Time Collection Mapping.
Select a reason code and select Edit Time Collection Mapping.
Map the reason code to an Activity, and select Save.
To map each reason code to an activity defined in WFM, repeat steps 5 and 6.

If you are using secondary statuses, set the presence event reason code to the secondary status you want to capture. If you are not using secondary statuses, set the presence event reason code to 0.