Map statuses between Genesys Cloud and ServiceNow

Unified Experience from Genesys and ServiceNow integration: Feature coming soon

Administrators must configure the status mapping between Genesys Cloud and ServiceNow to align the statuses used in each system. Synchronized statuses ensure that chats are efficiently routed to the most qualified agents and minimizes customer wait times. External routing distributes chat workloads evenly among agents and enhances agent productivity.

How to set the status mapping in Genesys Cloud?

As an administrator, you can configure the status mapping in the Unified Experience from Genesys and ServiceNow integration. When you create the integration for ServiceNow in Genesys Cloud, you can configure the status mapping by editing the Advanced Configuration details in JSON format.

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Sample format of the configuration for status mapping

{
   "fallbackGenesysStatus": "5e5cxxx-ea97-4e7f-ac41-xxxxx84829f2",
   "defaultServiceNowQueue": "123456",
   "queueMappings": [
        {
            "genesysId": "24ebc7f9-xxxx-4d72-bd3b-7cfxxxxd55c",
            "serviceNowSysId": "e9c3770493452300a591fxxxx7ffbed"
        }
    ],
    "serviceNowProviderId": "genesys",
    "statusMappings": [
        {
            "name": "On Queue",
            "genesysStatus": "e08eaf1b-ee47-4fa9-a231-12xxxx4798f",
            "serviceNowStatus": "0b10223c57xxxxxxxbaaaa65ef94f970"
        },
        {
            "name": "Training",
            "genesysStatus": "d2390a99-xxxx-bad9-8f0a-xxxx48e8aeb0",
            "serviceNowStatus": "cc316db977230xxxxxxf57aae8c5a999d"
        },
        {
           "name": "Offline",
           "genesysStatus": "ccf3c10a-xxxx-4845-8e8d-xxxx48c58e5",
           "serviceNowStatus": "9cd83267575xxxx05baaaa65ef94f98b"
        },
        {
           "name": "Meeting",
           "genesysStatus": "bbdff279-xxxx-48ea-bade-7831d7234c64",
           "serviceNowStatus": "0e0129b9xxxx02109ff57aae8c5a999d"
        },
        {
           "name": "Idle",
           "genesysStatus": "7ffa01cd-xxxx-4ad7-8faa-31e11b42f51f"
        },
        {
          "name": "Available",
          "genesysStatus": "6a3af858-xxxx-489d-9700-5f9bcdcdae9b",
          "serviceNowStatus": "54502d39xxxx02109ff57aae8c5a9963"
        },
        {
          "name": "Away",
          "genesysStatus": "5e5c5c66-ea97-xxxx-ac41-6424784829f2",
          "serviceNowStatus": "41f9b8dfb31313005xxxxe5f26a8dcac"
        },
        {
          "name": "Meal",
          "genesysStatus": "3fd96123-xxxx-4f69-bc03-1b1ccc6d8014",
         "serviceNowStatus": "cbe0e5b977xxxxxx09ff57aae8c5a99ca"
        },
        {
          "name": "Break",
          "genesysStatus": "227b37e2-xxxx-4dd0-8f50-badd7cf6d158",
          "serviceNowStatus": "91c0e979xxxx02109ff57aae8c5a99e6"
        },
        {
          "name": "Busy",
          "genesysStatus": "31fe3bac-xxxx-44b7-bed7-47f91660a1a0",
          "serviceNowStatus": "13df91397723xxxxxff57aae8c5a9954"
        },
        {
          "name": "Not Available",
          "genesysStatus": "5xxxxx66-ea97-4e7f-ac41-6424784829f2",
          "defaultNotRespondingStatus": true,
          "serviceNowStatus": "13df91397xxxxx109ff57aae8c5a9954"
        }
    ]
}

How to get the Genesys Status Id?

You can use the Genesys Cloud API to retrieve all the available status types. The response includes the Status Id for each status. The Genesys Status Id is a unique identifier assigned to a specific status within the Genesys Cloud platform. You can make a GET request to the following presence endpoint:

GET /api/v2/presence/definitions HTTP/1.1

The response returns all the list of presence status with details that includes the Status Id,

How to get the ServiceNow Status Id?

In ServiceNow, navigate to All > Presence States. This option displays the list of available presence states. Choose a specific presence state, then right-click on it and select Copy sys_id.

How does status mapping works between ServiceNow and Genesys Cloud?

When you configure the status mapping, any change in presence state initiated by the agent in ServiceNow instantly reflects in Genesys Cloud. To avoid any disruptions, define a fallback status in Genesys when a ServiceNow presence state does not match the Genesys status. For more information about presence and status in Genesys Cloud, see Presence, status, and activity indicators overview.