Data Synchronization

Writer's Note: Changes made to this topic are indicated by change bars and added to resolve WFM-25133.

Workforce Management (WFM) Server performs data synchronization automatically, bringing Configuration Database objects, such as agents, agent skills, and time zones into WFM. You can set the level of synchronization for full and real-time synchronization, and set the time period, in which you want WFM to perform full synchronization.

Tip

WFM Server can only update usernames and e-mail addresses of existing users. New users are not imported during synchronization. New users are imported manually using WFM Web.

You configure this functionality in the ConfigService section of the WFM Server Application Options tab. For more information, see the SynchronizationLevel and SynchronizationTimeout configuration options.

Before you configure these options, take note of the objects that WFM Server will synchronize when set to these levels 1 and 2:

SynchronizationLevel = 1	SynchronizationLevel = 2
Synchronizes only agents in sites that are explicitly assigned to this WFM Server in Web for Supervisors Organization > Sites. Skills are not fully synchronized, but they are imported if the agent to be synchronized does not yet have an imported skill. Time zones are not synchronized.	Full synchronization is on, including time zones and skill definitions. Agents of all sites and unassigned agents are synchronized, except those belonging to sites that are explicitly assigned to a different WFM Server in Web for Supervisors Organization > Sites.

Genesys recommends that only one WFM Server in the deployment have its SynchronizationLevel option set to 2. If the deployment consists of multiple WFM Servers, set this option value to 0 in all other WFM Servers, so only one WFM Server performs the synchronization. Set the option value to 1 only in special cases, such as when agent synchronization will be performed by multiple WFM Servers.

Important

To avoid errors during synchronization and further work, your configuration must not contain duplicate names for switches, time zones, or skills—not under different tenants, and not in different Genesys Administrator instances that access the same WFM database.