[How-To] Synchronizing WFM Schedules with External Systems

Genesys Cloud WFM
1

Integrating external HR systems with Genesys Cloud WFM ensures accurate scheduling.

  1. Use the Management Unit API
    You will need your Management Unit ID. You can fetch this via:
    GET /api/v2/workforcemanagement/managementunits
  2. Fetch Schedules
    Use the /api/v2/workforcemanagement/managementunits/{muId}/schedules endpoint to retrieve shift details.
  3. Adherence Tracking
    To track real-time adherence, subscribe to the appropriate Event Bridge topics rather than polling the REST API.