IEX to Genesys adapter

[Kevin S]

Oh, great and knowledgeable ones...

I know Genesys has functionality that will allow the routing to interface with the Genesys WFM to determine which agents it should try not to route to based on the agent's schedule (for example, if an agent is about to go on break, lunch, or end shift, the routing should try not to send the call to that agent.

I am looking to do something similar with IEX - to be able to extract agent schedule data from IEX and feed it to Genesys, in order to analyze which agents are best available based on their schedule.

Is anyone aware of such a product?



Please note that I am NOT looking for the GPlus Adapter or IEX Bridge product (or similar), which takes the Genesys data and feeds it to IEX.

[genesysguru]

I would perform a daily export of the schedules from IEX and load it into temporary database tables then do database dips in the routing strategies ....

[Kevin S]

That was one thought I had, along with using the Statistical Tables and/or List objects... A lot of it is really going to depend on how "current" the client wants it to be and how "hands on" they are willing to be.

If someone drops the ball and doesn't load a schedule, you know as well as I do that they'll blame the technology...