WEM activity view in Genesys Cloud for Salesforce

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Genesys Cloud integrates with Salesforce through a WEM activity view Lightning component that displays agents' off-queue workforce management information directly within the Salesforce platform. The feature requires specific licensing packages (Genesys Cloud CX 3 Digital/EX, CX 3/4, or WEM Add-on) and multiple permission levels including Agent Activity View, Workforce Management, Gamification, Learning, Coaching, and Quality access. Implementation requires Salesforce Lightning platform configuration, including Lightning Message Channel setup and call center client event configuration. The WEM activity view provides agents with access to critical workforce management data including current and upcoming schedules, adherence and conformance tracking, manager evaluations, coaching appointments, performance metrics with peer comparisons, and policy updates. The component is designed exclusively for agent use, while supervisors and administrators must access the full Genesys Cloud client application for their functions. Administrators can deploy the component through two configuration methods within Salesforce. The first approach involves adding it as a custom component on Lightning pages by accessing Lightning App Builder from Setup, creating a new app page, dragging the GenesysCloudCustomComponent onto the page, configuring it with WEMActivity as the Component Type, and then saving and activating the page. The second approach implements the component as a utility bar within Lightning apps by accessing App Manager from Setup, either editing an existing Lightning app or creating a new one, adding a utility item with GenesysCloudCustomComponent, configuring the label and WEMActivity component type, and saving with default settings. The WEM activity view is specifically designed for users of the Embeddable Framework within external environments and supports use cases including schedule visibility, break adherence management, evaluation feedback, coaching coordination, performance monitoring, and policy communication. Organizations using Salesforce and Genesys Cloud without the Embeddable Framework should maintain separate applications. Additional integration documentation and community support resources are available for implementation guidance.

Note: This article applies to Genesys Cloud for Salesforce.

PrerequisitesClick to expand

Genesys Cloud CX 3 Digital or Genesys Cloud EX license.
Genesys Cloud CX 3, Genesys Cloud CX 4, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I license.
UI > Agent Activity > View permission.
One of the following permissions:
- Workforce Management > Agent Schedule > View
- Gamification > Scorecard > View
- Gamification > Leaderboards > View
- Learning > Assignment > View
- Coaching > Appointment > Participate
- Quality > Evaluation > Edit Agent Sign-off (for evaluation widgets)
Use the Salesforce Lightning platform.
Configure Lightning Message Channel in Salesforce.
Configure the call center for the client event for messages. For more information, see Configure client events.

Administrators can add the agent activity as a Lightning component to display the current summary of the agent’s off-queue information. From the agent activity views, agents can view their current or upcoming schedule, scorecard, leaderboard, and coaching appointments.

For example, agents can:

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

For more information, see Home overview.

Note: The WEM activity view embedded in Salesforce is intended for agent use only. Supervisors and administrators must use the full Genesys Cloud client application.

In Salesforce, you can add the agent activity as a custom component in either of the following ways:

Add the agent activity as a custom component to the Lightning page, and then add the page as an app navigation item to your Lightning app.
Add the agent activity as a utility bar to a Lightning app.

Agent activity as a custom component

From Setup in Salesforce, search for App Builder in the Quick Find box and then select Lightning App Builder.
Click New.
Select App Page and then click Next.
Give your app page a label, Agent Activity, and then click Next.
Select a page template and click Done.
Drag the GenesysCloudCustomComponent, the Custom – Managed component, onto the page.
Click the component and select WEMActivity as the Component Type.
Click Save.
To make the app page available for users, click Activation.
Update the activation properties and add the page to your Lightning apps.
Click Activate.

Agent activity as a utility bar

From Setup in Salesforce, search for App Manager in the Quick Find box and then select App Manager.
Either edit an existing Lightning app by clicking Arrow and Edit), or create a Lightning app by clicking New Lightning App.
Under App Setting, click Utility Items.
Click Add Utility Item.
Select GenesysCloudCustomComponent from the list.
In the Component Properties, enter the Label name and select WEMActivity as the Component Type.
Retain the default settings and click Save.

For more information, see Create an App Home Page with the Lightning App Builder and Activate Your Lightning App Page in the Salesforce documentation.

For more information about the integration, see About Genesys Cloud for Salesforce.

Note: is intended for users of the Embeddable Framework. If you are using Salesforce and Genesys Cloud, but not the Embeddable Framework, we recommend that you continue using Salesforce and the full Genesys Cloud client separately.

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WEM activity view in Genesys Cloud for Salesforce

Agent activity as a custom component

Agent activity as a utility bar

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