Integration settings for Genesys Cloud

The following fields appear if the Platform you select is Genesys Cloud v1.

IMPORTANT You must configure the historical data integration before you can configure the real-time integration. This is because the agent synchronization process from the contact center platform relies on historical data collection. All other types of integrations, such as the user import, can be configured in any order.

Forecast import settings

Display name	Description
Group	A unique name assigned to a collection of integrations within a selected platform. You must provide the name when adding multiple integrations for the same platform and operation. You can skip it if there is only one integration. The name of the group must be distinct for each integration and integration type.
Status	A toggle to enable or disable the integration. When enabled, the integration is active and processes data according to the configured settings.
Genesys Cloud API URL	The base API endpoint for your Genesys Cloud region. EXAMPLE https://api.mypurecloud.ie
Genesys Cloud OAuth client ID	The OAuth client ID associated with your Genesys Cloud integration. This ID authorizes API access.
Genesys Cloud OAuth client secret	The OAuth client secret associated with your Genesys Cloud integration. Used together with the Client ID to authenticate API requests.
Super admin personal token	A personal access token generated by a Genesys Cloud super admin. This token is required for accessing the Cisco WFM APIs.

Historical settings

Display name	Description
Group	A unique name assigned to a collection of integrations within a selected platform. You must provide the name when adding multiple integrations for the same platform and operation. You can skip it if there is only one integration. The name of the group must be distinct for each integration and integration type.
Status	A toggle to enable or disable the integration. When enabled, the integration is active and processes data according to the configured settings.
Data load look back	The number of past days for which data is loaded from the source system. The value must be between 0 and 60.
Admin time status	The comma-separated list of Genesys Cloud admin statuses that are counted as Admin time in WFM agent statistics.
Routing method	The routing method used by Genesys Cloud to route interactions. Possible values are Queue or Routing Skill. The default value is Queue.
Genesys Cloud API URL	The base API endpoint for your Genesys Cloud region. EXAMPLE https://api.mypurecloud.ie
Genesys Cloud OAuth client ID	The OAuth client ID associated with your Genesys Cloud integration. This ID authorizes API access.
Genesys Cloud OAuth client secret	The OAuth client secret associated with your Genesys Cloud integration. Used together with the Client ID to authenticate API requests.
Exclude callback media type	Specifies whether callback interactions are excluded from statistics processing. Set to true to exclude callbacks or false to include them. The default value is true.
Enable nightly statistics reload	Specifies whether statistics are reloaded during nightly execution. Set to true to enable nightly reload or false to disable it. The default value is true.
Nightly reload start time (UTC)	The UTC time at which the nightly statistics reload begins. This setting applies only when nightly reload is enabled. The time must be provided in HH:mm format. The default value is 01:00.

Realtime settings

Display name	Description
Group	The name assigned to a collection of integrations under the selected platform. This name is required when adding multiple integrations for the same platform and operation. This is optional when a single integration is present.
Status	A toggle to enable or disable the integration. When enabled, the integration is active and processes data according to the configured settings.
Genesys Cloud OAuth client ID	The OAuth client ID associated with your Genesys Cloud integration. This ID authorizes API access.
Genesys Cloud OAuth client secret	The OAuth client secret associated with your Genesys Cloud integration. Used together with the Client ID to authenticate API requests.
Wait time before resubscribe	The duration, in seconds, to wait before allowing the process to resubscribe after an unsubscribe event. The default value is 240.