Genesys Cloud EX configuration management
Before you begin to use key employee experience features, use the Genesys Cloud UI to verify that all key employees can access the external configurations. If you want to delete any external configurations, make sure to first delete them from the external platform, and then manually delete them in Genesys Cloud using the UI. As an extra precaution, Genesys recommends that you do not perform deletions systematically by the integration application.
Genesys 员工体验 (EX) 平台使您能够使用员工参与功能；例如，日程安排和员工绩效。 该平台还使您能够处理来自外部平台的语音联络中心客户互动。
To perform and use workforce engagement capabilities within Genesys Cloud EX, you must regularly synchronize key configurations between your external platform and Genesys Cloud. For more information, see Synchronization of external platform data.
用户管理和部门
Verify that the appropriate users exist and ensure that you associate them with the appropriate divisions. Also, verify that the appropriate divisions exist. For more information, see About people and permissions, Divisions overview, and User skills overview.
ACD 技能和语言
Verify that ACD skills are assigned to users. ACD skills indicate an agent’s area of expertise and knowledge.
Confirm that languages were created to indicate the agent’s spoken language preference for interaction handling. 有关详细信息，请参阅 管理 ACD 技能。
队列
Verify that the relevant queues have been created, and that each queue relates to the appropriate division. For more information, see Queue administration and Divisions overview.
小结代码
Verify that wrap-up codes exist to indicate the nature of an interaction. For example, a completed sale, a customer dissatisfied with service, or a billing problem. For more information, see Wrap-up code administration.
次要在场状态
Verify that secondary presence statuses appear as expected. For more information, see Presence, status, and activity indicators overview and Secondary status overview.
