Australia, Zurich, Yokohama
Standalone Application
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
- Changed how routed work is assigned in the AWA workspace, which now uses the ServiceNow Manual Assignment API. Agents need the awa_agent, awa_integration_user and awa_external_user roles, plus a write role on each routed table such as case_writer for case routing.
- Added support for mapping custom Genesys Cloud sub-statuses to ServiceNow agent presence states, using the new optional presenceDefinitions property.
Not applicable for this application version.
- 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)
Other Requirements:
Genesys:
- Active Genesys Cloud Org
- Active Genesys Cloud Connector subscription