Employees who serve customers operate in a variety of systems across each enterprise, and businesses recognize the value of using Genesys WEM technology to manage and support those employees who are interacting with customers on other platforms. Many organizations operate contact centers using third-party ACD platforms, CRM-based case handling systems, or legacy routing environments. While some or all interactions are handled outside of Genesys Cloud, businesses still require unified and comprehensive:

• Analytics and reporting

• Workforce Management (WFM)

• Performance tracking and coaching

• Quality assurance and compliance

• Real-time adherence monitoring

• AI-driven analytics and insights

However, without centralized data ingestion:

• Interaction data is siloed

• Agent presence and routing status are fragmented

• Reporting lacks consistency

• AI models cannot analyze all conversations

• Migration to a modern cloud platform becomes complex and high-risk

Organizations need a way to centralize performance, analytics, and workforce management — when replacing their external interaction handling platform isn’t possible or practical due to financial barriers. Often, contracts that customers are locked into simply do not allow them to move interaction handling to GC in the near term.

By delivering this open API, Genesys allows organizations to centralize performance, workforce intelligence, and improved insights in Genesys Cloud — even when customer interactions are handled on external platforms. Bring Your Own Interactions (BYOI) enables organizations to ingest externally handled interactions, agent presence, and routing status data into Genesys Cloud CX using secure public APIs.

BYOI allows Genesys Cloud to function as a centralized orchestration and analytics platform while interactions continue to be handled on a third-party system.

The solution includes:

• Resource synchronization (users, queues, skills, wrap-up codes)

• Agent presence injection

• Routing status injection

• Conversation event injection (voice and email metadata)

• Recording upload (voice)

• AI-powered downstream processing (Analytics, WFM, QM, Performance Management)

A global enterprise operates a 4,000-agent contact center using a third-party telephony platform for voice and a CRM for email case management. The organization wants to modernize workforce planning, apply AI analytics, and centralize performance management — but cannot replace the telephony system immediately due to contractual and operational constraints.

Using BYOI:

• Agent structures from the legacy telephony system are synchronized into Genesys Cloud

• Agent presence and routing states are injected in near real-time

• Voice conversation metadata and recordings are injected

• Email interaction metadata is injected

• Downstream services such as WFM, Performance, and QA operate as if the interactions were native

The organization gains full analytics and workforce capabilities while maintaining operational continuity on the external system.

BYOI enables Genesys Cloud CX to ingest externally handled interactions and agent state events through secure APIs. Once ingested, these events are processed by downstream services such as Analytics, Workforce Management, and Quality Management in the same way native Genesys Cloud conversations are processed.

This allows organizations to centralize reporting, AI insights, and performance optimization while continuing to use external routing systems.

BYOI transforms Genesys Cloud CX into an experience orchestration and workforce intelligence hub, independent of where interactions originate.

Business Logic

• Events must be injected in chronological order per user and per conversation.

• Events older than 7 days are rejected.

• Near real-time injection is strongly recommended.

• Only supported conversation scenarios are accepted.

• A single authoritative external presence source per user is required.

• Agents handling external interactions must not handle native Genesys Cloud interactions.

Platform scalability targets include:

• Up to 2,000 presence events per minute (average)

• Up to 5 interactions per second (average)

• Searchable and playable interactions within 15 minutes (99.95% SLA)

Agents log into Genesys Cloud to:

• View schedules

• Submit time-off requests

• Review adherence status

• Access evaluations and coaching

• View gamification scorecards

• Access performance dashboards

When assigned to an external registered source:

• Presence status is read-only in the UI

• Routing status is controlled by injected events

• Agents do not go on-queue natively in Genesys Cloud

The UI reflects injected states but does not control external routing behavior.

Real-Time Reporting

BYOI supports real-time visibility for:

• Agent presence

• Routing status

• Real-Time Adherence (RTA)

• Queue observation dashboards

• Live performance metrics

Real-time accuracy depends on near real-time injection of presence and routing events.

Historical Reporting

Injected interactions contribute to:

• Conversation detail reports

• Aggregate interaction metrics

• Agent performance reports

• Workforce forecasting data

• Quality evaluation dashboards

• Sentiment and speech analytics (voice recordings only)

Email injection supports metadata analytics only (no media content).

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• The customer maintains a third-party routing platform.

• Middleware is developed to transform and inject events.

• Only supported conversation scenarios are implemented.

• Batch injection of events is encouraged; however, Genesys engineering strongly recommends near real-time event injection process delivering events to the BYOI API.

• Historical bulk migration is not supported.

• One external source per user is enforced.

• Recording uploads align with injected conversation metadata.

The customer or integration partner is responsible for:

• Developing and maintaining the API connector

• Ensuring chronological event ordering

• Managing duplicate prevention

• Handling API rate limits

• Monitoring injection failures

• Retrieving and uploading recordings

• Scaling integration infrastructure

• Maintaining data integrity between systems

Genesys Cloud is responsible for:

• API authentication and validation

• Event ingestion

• Internal processing

• Downstream service enablement

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V 1.0.0 Last Updated 05/08/2026