Hi! Has anyone integrated Genesys with Salesforce (this question is for you and not for the ones integrating Amazon connect or similar)?
If so, did you create queue mappings in Salesforce?
We’re using external routing via Genesys, so it doesn’t seem necessary to create queues or mappings in Salesforce. When we did try creating them, Salesforce automatically generated list views under the Voice Call object for each queue — but these views are empty and can’t be edited, hidden, or deleted.
Given that, is it actually required to create queue mappings in Salesforce when using Genesys for routing?
Hi Tyra!
We have Genesys CX Cloud with external routing. We don't have Partner Telephony Queues and Groups turned on within Salesforce. We utilize a "Contact Center Voice" queue for Voice calls that is tied to the Genesys CX Cloud object called "Experiences" I believe the "Experiences Object" is installed as part of the Genesys CX Cloud managed package. All of our Contact Center Officers belong to the "Contact Center Voice" Queue
