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Workforce Management with HR System Integration

Time Clock on a beach

On June the 7th 2023, Genesys announced that its integral Workforce Management Solution (WFM) would allow data actions to send data to any Human Resources Information System (HRIS), effectively integrating Genesys Cloud CX WFM with any HRIS system out there that meets the prerequisites.

This integration enables Genesys Cloud CX to consolidate an agents time-off balances and adjust the time-off balances as and when supervisors approve them.  The time-off requests can even be set up for 'auto approval, based on time-off limits and the agents time-off balance.

Integrating Genesys Cloud CX WFM with a Human Resources system

To ensure a seamless integration, the integration is configured using the Genesys Cloud CX Architect tool, via workflows and their associated data-actions.  Any Human Resources system that exposes a JSON REST API endpoint is therefore supported by this integration.  If your HRIS doesn't support REST JSON natively, then an integration would still be possible if you have a suitable middleware (enterprise service bus - ESB) that can translate the requests being posted by Genesys Cloud CX from REST JSON into the receiving payload, for example SOAP XML.

Blueprints are provided

An example blueprint has been provided by Genesys that shows a specific integration to the Bamboo HR System.  This blueprint will be very handy when looking at a suitable approach and method for other HRIS solutions out there.  The Genesys Cloud CX solution will require access to a HRIS account with API access to the following sorts of tasks,

  • Get a list of configured time-off types
  • Get a list of agents whose time-off data is synced by the integration
  • Get an HRIS agent-unique key or ID
  • Map the email address of a user in the HRIS to the corresonding matching agent in Genesys Cloud CX
  • Retrieve information about agents' time-off balance on requested dates, for specific types of time-off
  • Insert and agents time-off request
  • Modify and delete previously inserted agent time-off requests

Genesys Cloud CX Prerequisites

Your Genesys Cloud CX solution must be enabled for WFM to leverage this blueprint and approach.  You should be subscribed to Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, Genesys Cloud CX 1 WEM Upgrade 2, Genesys Cloud CX 2 WEM Upgrade 1 or Genesys Cloud EX.