Workflow: Configure the WFO system for Genesys - STCI for Cloud

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

Before you begin 

Before you use the Genesys - STCI for Cloud adapter

Workflow 

1. Create a Genesys - STCI for Cloud 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 Cloud: Map reason codes to activities

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

3. Genesys - STCI for Cloud: 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.