Description
Genesys Cloud is launching a new subscription offering ‘Genesys Cloud EX (Employee Experience) which enables organizations to transform their approach to employee engagement. It includes a complete set of employee tools to build a culture employees will love. This offering enables you to use Genesys Cloud platform for workforce engagement capabilities while allowing you to use an external platform for interaction handling. Capabilities will be added to these offering in a phased manner with first few being APIs to enable you to synchronize external platform data. This will be later followed by WEM capabilities including WFM, Employee Performance and so on.
NOTE: This is being launched as closed BETA initially targeted to Integrators/ Partners.
With the launch of this offering, new Genesys Cloud Platform APIs are being introduced to enable integrators to synchronize external data into Genesys Cloud EX. Here is a list of new APIs -
- POST /api/v2/events/conversations
- POST /api/v2/events/users/presence
- POST /api/v2/events/users/routingstatus
Additionally, existing Routing Queue APIs are being updated to include a new optional field called Peer Queue ID. This enables Genesys Cloud EX to maintain a mapping between Genesys Cloud EX Queue ID and the External Platform Queue ID.
If you are interested in participating in this BETA, please fill out this BETA enrolment survey - Microsoft Forms
Change Category
Informational, API
Change Context
Launch of new offering in closed BETA mode.
Change Impact
New APIs will be available on developer center which will only be applicable to Genesys Cloud EX BETA participants for now.
Date of Change
Oct 26, 2022
Impacted APIs
New APIs -
- POST /api/v2/events/conversations
- POST /api/v2/events/users/presence
- POST /api/v2/events/users/routingstatus
References
WEM-455, WEM-496, WEM-497, WEM-582