Every contact center has had to wrestle with the challenges of Genesys agent creation & onboarding at some point. In a majority of cases, this process remains a manual task, but more companies are starting to invest the effort to create a code driven automated solution.
Often we see people leveraging the import tool via GAX, this means getting the agent data into an Excel sheet, exporting it to a CSV file then importing into GAX. Even then there can be some edge cases where manual intervention is required after the import, but there is a far easier way.
The agent onboarding process can be fully automated with the use of a Changeset. Within the example image below there are 6 steps to deploying this agent. The last two steps add the agent into a selected Agent Group and also assigns them to an Access Group.
Within the image you will notice the use of Changeset variables, such as the query used to find the Agent Group that the agent will become a member of (shown in the second last step). Here the variable `team` is used to help form a query that finds the desired group.
Changeset Variables are used in every instance there is a variation between agents. Default variable values can be set at the system level and then overridden within each environment. This is helpful for enforcing naming convention differences or specifying different target folder locations that differ between environments.
Using the InProd API, this Changeset can be called by an external source, executing the Changeset. The default Changeset Variables can be overridden by the API call, supplying the agent details. The API can be called via a PowerShell script triggered on new user creation within AD.
The advantage of this approach is that an infrastructure team will be responsible for the PowerShell script and its maintenance and the Genesys engineering team will look after the maintenance of the Changeset.
Through InProd, you now have an automated agent creation tool that can easily be modified over time without needing software development skills.