With the Unified Experience from Genesys and ServiceNow integration, agents can handle all inbound Automatic Call Distribution (ACD) voice interactions directly within the ServiceNow interface, eliminating the need to switch between platforms. 

When an inbound call is routed to an agent:

1. Call notification appears

   A call notification appears in the ServiceNow workspace through the integrated Genesys Cloud interaction screen. The notification includes key call details such as caller ID and queue name.

2. Call is answered
   • If auto answer is enabled (either at the queue or agent level), the call connects automatically, the agent is immediately placed in an active call state, and the interaction record opens.
   • If auto answer is not enabled, the agent can manually accept the call by clicking the Accept button in the ServiceNow workspace.

Manage the active call

When the call is active, agents can manage interactions directly from ServiceNow using the options in the Genesys Cloud interaction screen. For more information, see Call controls.