For IT/Integrations/Genesys Cloud and PureConnect
Integration Live
Genesys Cloud dashboards and wallboards built on your own KPIs.
Effecta Connect reads Genesys Cloud and Genesys PureConnect in real time. That puts queues, service levels and agent status on wallboards, management screens and the Agent Dashboard, set up around your KPIs and in your house style. Even if you are still on your way from PureConnect to Genesys Cloud.
| Genesys Cloud | real-time |
| Genesys PureConnect | real-time |
| Modules | Dashboards |
| Access | read-only account / API |
| Forwarding | duty numbers via Shifts: on request |
What you can show
Every Genesys KPI, on every screen.
Genesys Cloud has its own views and reports, but they show what Genesys considers important, in Genesys’s layout. A wallboard for the floor has to do something else: show at a glance on a large screen where the bottleneck is, in your terms and with your thresholds. Effecta Connect reads the same queue and agent data and puts it in widgets you put together yourself in the WYSIWYG editor. Per queue, per skill, per team or per location. If the waiting time goes above the standard, the widget changes colour and the team leader gets a push notification. Historical trends over weeks and months are an add-on that is currently available for Cisco UCCX; with Genesys we look during the intake at which source is most suitable for that, for example an SQL database or a REST API you already have. And because it is not a Genesys screen, you can put data from other sources next to it too: an SQL database, a REST API or presence from Microsoft Graph.
- Queues
- Service level
- Average waiting time
- Longest waiting
- Agent status
- Staffing per skill
- Opening hours per department
- History Add-on
How the integration works
API access, connector, screen.
In words: Effecta Connect runs as a web application on a Windows server in your network, or in our hosting. The Genesys connector sits on that server. For Genesys Cloud it uses API access with read permissions on your Genesys Cloud organisation; for PureConnect a read-only account on your PureConnect environment. The connector reads the real-time queue and agent data. Effecta Connect is a gateway: it stores no conversation data and changes nothing in your Genesys environment. Only the users who log in are in the database, with name, email address and phone number. The screens run in the browser, with login via Entra ID and roles and permissions you manage yourself. If you run PureConnect and Genesys Cloud side by side for a while, both sources can be on the same dashboard. Exactly which permissions and network routes are needed is something we agree in the technical intake.
Shifts and Genesys
Forwarding of duty numbers via Shifts: on request.
Shifts schedules shifts and lets colleagues sign on and off with one tap. Automatic forwarding of duty numbers is currently available for Cisco UCCX. Want that on your Genesys environment too? Then we look at what it takes during the intake. More about Shifts
Requirements
- API access with read permissions on Genesys Cloud, or a read-only account on Genesys PureConnect.
- Server that meets the system requirements (minimum 2 cores 3.2 GHz, 8 GB RAM, 100 GB storage, 1 Gbps, Windows Server 2012 R2 or later; recommended 4 cores, 16 GB, 250 GB, Windows Server 2016 or later) or our hosting.
- Domain name with SSL certificate.
- Optional: Entra ID app registration for single sign-on. All details at Security, GDPR and hosting.
For the problem owner
Genesys does the work. You decide what the team sees.
You moved to Genesys Cloud for the routing and the channels, not for the screens on the floor. Yet that is what the team leader looks at every day. With Effecta Connect you set up those screens yourself, without a developer and without waiting for a release from the supplier: a wallboard per department, a management screen with all locations, a compact Agent Dashboard on top of the CRM. You pay per dashboard, not per user, so an extra screen for an extra team is not a licence discussion. And because the Proof of Concept runs on your own Genesys data, you know within a few weeks whether it fits before you commit to anything.
Want to look at the module itself first? More about Dashboards
More about the Genesys integration
Genesys Cloud dashboard: your own screens alongside the standard views.
You can build a Genesys Cloud dashboard in Genesys itself, and for the supervisor who works in the Genesys environment that is often enough. Things change as soon as the screen has to hang outside Genesys: on a wallboard in the corridor, in a department that does not work in Genesys but does follow along, or with home workers who only have a browser open. Then you want a screen that is separate from the supplier’s layout, with the figures your organisation considers important.
For that, Effecta Connect reads the queue and agent data from your Genesys Cloud organisation through the API and puts it on screens you manage yourself. That is especially useful for teams that do not work in Genesys but do depend on what happens there: the back office that sees telephony filling up, the reception that knows chat is quiet, the board that wants the overview once a week.
Genesys PureConnect and Genesys Cloud on one screen
Many organisations still use Genesys PureConnect while the move to Genesys Cloud is under way. That transition often takes months, and all that time there are two sources. Effecta Connect reads PureConnect and Genesys Cloud in real time and shows both on the same dashboard. That way the team leader keeps steering on one screen during the migration, and the PureConnect widget simply disappears once the last queue has been moved. View Dashboards or request a Proof of Concept.
See how it runs on your Genesys Cloud?
A Proof of Concept is usually sorted in an afternoon. We do the configuration.
- No conversation data stored
- No vendor lock-in
- Data processing agreement as standard