Use Genesys Cloud components in ServiceNow

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Genesys Cloud components in ServiceNow provide agents with configurable workspace experiences designed to streamline workflows, enhance queue visibility, and improve customer engagement across multiple channels. The platform includes Queue Activation and Agent Stats as primary components, with Queue Activation displaying assigned queues and enabling participation management through three organizational tabs (All, Active, and Available), while supporting queue searching, selection, and detailed statistics expansion. Agent Stats monitors performance metrics across voice, callback, chat, email, and message channels, tracking key indicators including Answered interactions, Hold time, Average Handling Time (AHT), and Transferred interactions to enable performance monitoring and improvement identification. Additional capabilities include Agent Copilot, which analyzes calls and delivers contextual knowledge articles and canned responses based on configured rules, and Scripter, which provides guided workflows that adapt dynamically based on customer data and interaction context to ensure consistent service delivery. The Station Selection component enables agents to select named logical entities for making and receiving calls with WebRTC support configured as the primary phone endpoint across browsers. Agent activity views allow monitoring of schedules, scorecards, leaderboards, coaching appointments, and performance metrics against objectives and peer benchmarks. Genesys Cloud integrates with the ServiceNow workspace console to automatically display the Scripter gadget when agents answer voice calls, with the gadget opening in the interaction record page according to administrator-configured data display settings. The integration tracks comprehensive metrics including blind and consult transfers, session counts measuring agent participation duration, and after-call work (ACW) completion measuring time spent on post-interaction tasks such as database updates, form completion, and outbound contact initiation. This functionality enables agents to access relevant scripts and information contextually during call handling within the ServiceNow environment as part of the broader Unified Experience offering, which includes embeddable components, call recording security features, and specific technical requirements for implementation.

PrerequisitesClick to expand

Learn how to use these custom Genesys Cloud components within ServiceNow to streamline agent workflows, enhance visibility into queues, and improve customer engagement.

Note: Your administrator configures the Genesys Cloud components in ServiceNow for you to use during interactions in the ServiceNow console.

Queue ActivationClick to expand

The Queue Activation component displays the list of queues that agents belong to and allows them to activate or deactivate a queue. You can select a queue and view the related statistics, such as the number of agents on the queue, the number of interactions waiting in the queue and the estimated wait time for an agent to answer.

The queue activation component displays the following three tabs:

All – All the queues to which you belong.
Active – The queues that you select to receive the interactions when you go on queue.
Available – The queues from which you do not receive interactions when you go on queue.

You can perform the following queue management tasks from the component:

To search a queue, type the name of the queue in the Search queues box.
To activate or deactivate a queue, select the checkbox next to the queue name. A blue check mark icon next to the queue name indicates that the queue is activated.
To bulk select or clear queues, select the plus mark icon next to the Search queues box.
To view the statistics of a queue, click the expand icon for the queue. The queue statistics displays the following information:
- The number of agents on the queue
- The number of interactions waiting in the queue
- The estimated wait time for an agent to answer

Agent StatsClick to expand

The agent performance stats component displays the performance metrics of the agents. The stats help you to monitor activity and identify areas for improvement. The component displays statistics for different media types, including voice, callback, chat, email, and message.

The following table lists the statistics that appear for each media type:

Statistics	Description
Answered	A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.
Hold	The number of seconds that interactions were on hold.
AHT	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled
Transferred	A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer is counted for the queue only when an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.
Talk	The number of sessions where the users interact during conversations. A session includes the point where the agent joins the conversation to the point where they disconnect.
ACW	The number of times after-call work (ACW) was completed. ACW is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.

Station SelectionClick to expand

The Station Selection component displays the option to select the station and configure the WebRTC settings for the selected station. To make and receive voice calls, you must select a station, which is a named, addressable, and logical entity that can receive and place calls. One or more stations can reside on a phone. The list of available stations for an agent is listed.

Select a station

To select a station, type the name of the station in the Search stations box. The search results display all available stations. Select a station from the list and click the check mark icon next to the selected station.

To log out of the selected phone, click the Logout of station icon next to the current selected station.

Configure WebRTC settings

The Unified Experience from Genesys and ServiceNow integration currently supports only WebRTC as the phone endpoint for agents to make and receive calls. You can configure and save your WebRTC settings for the selected station. Depending on the browser, the WebRTC phone settings and the options that you change differ.

Select the microphone and speaker from the list, and click Save.

Agent activityClick to expand

From the agent activity views, agents can view their current or upcoming schedule, scorecard, leaderboard, and coaching appointments. For example, you can:

See today’s schedule
Stay in adherence or conformance (take breaks at the specified time)
View manager evaluations and provide feedback
Meet supervisor for coaching
See My Performance view compared against objectives and peer performance
Get up to date on new policies and procedures

For more information, see Home overview.

Agent CopilotClick to expand

When you handle a voice interaction, Agent Copilot uses predefined rules configured in Genesys Cloud to determine the customer’s intent based on their voice utterances. Agent Copilot acts as a virtual assistant by providing contextual, knowledge-based support throughout the interaction. This includes delivering relevant knowledge articles and suggestions, which help improve agent efficiency and reduce cognitive workload.

Some of the options that are enabled in Agent Copilot are:

Highlight answer – The relevant portion of the knowledge article surfaced by Agent Copilot is automatically highlighted to draw the agent’s attention to the key information.
Canned responses – When a rule is configured to trigger a canned response, Agent Copilot displays the appropriate response directly to the agent.
Agent scripter – If a rule specifies a script page change and Agent Scripter is visible, Agent Copilot automatically navigates to the specified script page to support the ongoing interaction.

Click the image to enlarge.

For more information, see About Agent Copilot.

ScripterClick to expand

Genesys Cloud scripts provide agents with guided workflows that ensure consistent customer interactions and efficient handling of calls and other interactions. They can dynamically adapt based on customer data and interaction context, leading to personalized and effective service.

When an agent answers a voice call in the ServiceNow workspace console, the configured Scripter gadget automatically opens in the interaction record page, based on how the administrator has set up the data display.

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Statistics

Description

Answered

A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.

Hold

The number of seconds that interactions were on hold.

AHT

The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled

Transferred

A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer is counted for the queue only when an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.

Talk

The number of sessions where the users interact during conversations. A session includes the point where the agent joins the conversation to the point where they disconnect.

ACW

The number of times after-call work (ACW) was completed. ACW is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.

Use Genesys Cloud components in ServiceNow

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Use Genesys Cloud components in ServiceNow

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