Genesys External Routing
by Genesys Cloud Services, Inc.
Genesys & ServiceNow Unified. Elevate Agent Interactions, Enhance Customer Experience!
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About
_Note - To download this app from the ServiceNow store, you will need an active subscription for the Genesys Cloud Connector purchased from Genesys._
The ServiceNow Connector integrates Genesys Cloud with the ServiceNow platform, enabling external routing capabilities. This allows the ServiceNow platform to use Genesys' routing functionalities within its workspaces.
Key Features
- **Agent Presence Sync between ServiceNow and Genesys Cloud: **
Synchronizes agent presence status between the ServiceNow platform and Genesys Cloud, ensuring consistency across both systems.
- **Work Item Assignment using Genesys Cloud Routing:**
Utilizes Genesys Cloud’s routing capabilities to assign work items to agents based on predefined routing rules.
- **Work Item State Sync between ServiceNow and Genesys Cloud:**
Synchronizes the state of work items between the two platforms, reflecting status changes in both systems for accurate tracking.