# Genesys Quality Management Suite 8.1.520 : Genesys Importer Features

The following actions can be performed by the Genesys synchronization tool to data in Quality Manager based on updated data from Genesys Configuration Manager:

- add or remove agents
- add or remove team lists
- add or remove agent to and from team lists
- move agents between team lists
- make an agent a supervisor and vice-versa
- delete non-empty team list
- supervisor logs in as a normal user

The Genesys Importer for Quality Manager enables Genesys user data to be mapped to the Quality Manager user data structures in an entirely configurable manner, even if Virtual Agent Groups (VAGs) are used in the Configuration Server. Further, by using the Annex configuration feature in Genesys Configuration Manager, imported user groups may be structured as a multi-tier group hierarchy within Quality Manager.

The Importer is run at regular intervals, defined by the settings in the Scheduler section of Quality Manager Genesys Configuration. This overwrites any local role settings for users that are configured in Quality Manager.

### Preparation for Importing

Genesys Configuration Manager does not currently support agent group hierarchy. It is possible to create many subordinate folders and put various agent groups into them, but it is not possible to place an agent group below another agent group.

To be able to import the agents and supervisors successfully and enable supervisors to evaluate their staff, first create a group for the supervisors in Configuration Manager. Then create groups for the agents in Configuration Manager and link each group to particular supervisors.

1. Create a Virtual Agent Group (VAG) for the supervisors to be imported for example with the name `GQM_Supervisors` in Configuration Manager.
2. Add the usernames of the supervisors to be imported to the VAG `GQM_Supervisors`.

3. Create an annex to the VAG `GQM_Supervisors` with an annex name`= import` and a value `=2`.

   Default key name: | import
   --- | ---
   Possible values: | 0,1,2
   Description: | 0 = Do not import group and agents 1 = Import group only (no agents) 2 = Import group and agents

4. Create a VAG for each group of agents to be imported each with a unique group name in Configuration Manager, for example `GQM_Team_ A` for the first group,`GQM_Team_ B` for the second group, `GQM_Team_ C` for the third group, `GQM_Team_ D` for the fourth group, and so on. Each VAG must have a different Skill number defined in Configuration Manager.
5. Add the usernames of the agents for each group to their appropriate VAG.
6. Create an annex to each agent VAG with an annex parameter `= import` and a value`=2`.
   To specify a multi-tier hierarchy when importing into Quality Manager, each agent group can have a link to a parent group defined in its Annex property. In this case, the Importer creates a multi-tier hierarchy of groups.
7. Create an annex to each agent VAG with an annex parameter`= Supervisor` and value `= x`, where `x` is one or more user names of the supervisor (evaluator) for that group contained in the VAG `GQM_Supervisors`. If there is more than one supervisor that can evaluate the group, the extra values can be entered, separated by commas. This sets which supervisors are able to evaluate this group.
   The following figure shows the supervisor parameter added to an agent group's Annex property in Genesys Configuration Manager.

8. Create an annex to the Virtual Agent Group agents with an annex name `= parent-group` and a value `= GQM_Supervisors`.
   To specify a parent group for an agent or agent group, add the following parameter to its Annex tab in the properties dialog, Quality Manager section:

   Default key name: | parent-group
   --- | ---
   Possible values: | [string]
   Description: | string refers to the name of the super-ordinate group or folder

9. Ensure that Quality Manager includes the supervisor role in the Role Manager in the Administration section of Quality Manager. If the supervisor role is deleted or missing, the Supervisor role equivalent option in Quality Manager Options must be set to a different existing role name, not supervisor, otherwise the Importer fails.

### Importing Agent Groups and Related Users

During an import operation, the Genesys Importer crawls the agent group structure created in the Configuration Server and, based on filtering values, imports and then re-constructs the group structure within Quality Manager. Only users that are members of selected groups are imported. Selected groups may further be filtered at group or user level using the Annex value.

By default, all groups under the top agent groups folder in Configuration Manager are imported. If a Root Folder is specified in the Advanced Options section of Quality Manager Genesys Configuration, all users and groups under this folder are imported instead.

- Agents that are marked as disabled in Configuration Manager are imported but marked as De-activated by the Importer.
- Agent records are not deleted from Quality Manager automatically, since evaluations may be associated with that agent.
- Agent groups that are marked as disabled in Configuration Manager are imported but not marked De-activated by the importer.
- Disabled agents and agent groups are visible in Quality Manager.
- Agents that are deleted from Configuration Manager are marked as Deleted and are not visible in Quality Manager.

- Local groups that are not present on the remote server anymore (if they are deleted or filtered, etc) are removed by the Importer.

- All subgroups are removed if they are not present on the remote server and the users belonging to those groups are marked as 'deleted' and moved to some other groups.

### Importing Virtual Agent Groups

Virtual Agent Groups (VAGs) contain agents with a specific skill, as defined in the script section of the respective VAG. The Importer treats VAGs in the same way as regular agent groups or folders and filtering can also be applied to them.

### Advanced Filtering by Annex Value

By adding further parameters in the Annex tab of an agent or agent group's properties in Configuration Manager, advanced filtering and user import management can be specified.

For each of the following parameters, it is assumed that an Annex section named (by default)`Quality Manager` has been defined in the agent or group's properties dialog. Each parameter is added as a key/value pair in that section.

The section name and key names can be changed in the Annex Options section of Quality Manager Genesys Configuration, but it is recommended to leave them unchanged.

Filtering imported groups by specific Annex value

Filtering imported agent groups can be necessary for the following reasons:

- The user may not want to import certain agents or agent groups within the target agent group structure.
- The structure of VAGs may contain duplicate records, so not all members of certain agent groups should be imported.

To add a filter for an agent or agent group, add the following parameter to its Annex tab in the properties dialog, Quality Manager section:

Default key name: | import
--- | ---
Possible values: | 0,1,2
Description: | 0 = Do not import group and agents 1 = Import group only (no agents) 2 = Import group and agents

The default behavior of the Importer is to import all agent groups and their member agents, unless both, Annex processing is enabled and these keys are present.

### Specify Agent Group Supervisors by specific Annex value

Although the supervisor or manager for an agent group can be specified in the Supervisor field (in the Advanced tab of the agent group properties dialog), this is often not flexible enough for organizations using Genesys CIM; for example, more than one manager for a group cannot be specified this way.

In order to accommodate other different methods of specifying supervisors (such as via specific skills), the Genesys Importer can be explicitly given the usernames of supervisors for a particular agent group.

To specify one or more supervisors or managers for an agent group, add the following parameter to its Annex tab in the properties dialog, Quality Manager section:

Default key name: | supervisor
--- | ---
Possible values: | [string],[string],...
Description: | string refers to the username of a user who is assigned a manager role for this agent group in Quality Manager. Further usernames can be added, separated by commas.

The following figure shows multiple supervisors added to an agent group for import.

### Authentication against Genesys Configuration Manager

Imported users are authenticated against the Genesys Configuration Manager. If a specified user is not (or no longer) present in Configuration Manager, access is declined and the event noted in the Quality Manager event log.

If the Configuration Server uses a secure (TLS) connection, ensure that the Use Secure Connection parameter is checked in the Genesys Configuration Server section of Quality Manager Genesys Configuration.