EX Engage Connector Agent State Sync Service (EXAS)
EX Engage Connector Agent State Sync Service (EXAS) syncs the Engage contact center agents states to the Genesys Cloud (GC) EX Org in near-real-time. EXAS opens a connection to the Engage Stat Server, which monitors all agents synchronized to the EX Org by the EXEC Config Sync Service (EXCS). EXAS opens two statistics for each agent included into the EX-sync scope: CurrentState and CurrentStateReason (Object=Agent, Subject=DNStatus and DNAction correspondingly). EXAS receives rea-time updates from the Stat Server, translates them into the GC format, and injects them into the EX Org
- EXAS supports only voice agents. Digital and blended agents are not supported.
- EXAS may fail to sync Engage agent state events to the GC in some failure scenarios. It may happen if EXAS is temporarily down or it cannot connect to the Engage Stat Server.
Mapping Agent States
A Genesys Cloud User state contains two components:
- Presence
- Routing Status
Presence describes user's status when a user is not involved in the call center activities. As soon as a user starts a work shift and joins an ACD queue, Presence is set to On Queue. Routing Status is used to indicate the agent state changes during the work shift when agent works on contact center interaction.
The following information obtained from the Engage contact center is used to define the Genesys Cloud User state:
- Agent State
- Call Type (in case if agent is processing a call)
- Reason Code
The table below explains mapping of Engage Agent states into the states of EX Users.
| Engage Agent State | Call Type | EX User Presence | EX User Routing Status |
|---|---|---|---|
| Logged Off | No Call | Offline | Off Queue |
| Not Ready (No reason or not-mapped reason) | No Call | Busy | Off Queue |
| Not Ready (Reason: Break) | No Call | Break | Off Queue |
| Not Ready (Reason: Meal) | No Call | Meal | Off Queue |
| Not Ready (Reason: Meeting) | No Call | Meeting | Off Queue |
| Not Ready (Reason: Training) | No Call | Training | Off Queue |
| Not Ready (No reason or Any reason) | Internal | Busy | Communicating |
| Not Ready (No reason or Any reason) | Any type except Internal | Busy | Interacting |
| Ready | No Call | On Queue | Idle |
| Ready | Internal | On Queue | Communicating |
| Ready | Any type except Internal | On Queue | Interacting |
| Not Ready - ACW | No Call | Same as original state ( * ) | Interacting |