0
1.0.5
Zurich, Yokohama, Xanadu
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.
- 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.
Features
- Support for sub-status synchronization.
- ServiceNow plugins required:
-
- Open Frame Plugin
- Advanced Work Assignment
- Agent Chat (required if handling chat interactions)
- Genesys Cloud Connector
- System table permissions required:
- awa_agent_presence
- awa_work_item
- interaction
- incident (for ITSM workspace)
- sn_customerservice_case (for CSM workspace)