Create presence states in ServiceNow

When integrating Genesys Cloud with ServiceNow, it is important to align agent availability states between the two systems. To view all the available presence states in ServiceNow UI, from the dashboard navigate to All > Presence States.

This image is a screenshot of all the available presence status in the ServiceNow UI.

Each state has a sys_id, which is a unique identifier in ServiceNow. Identify the different presence states in ServiceNow that corresponds to the Genesys Cloud status. Right-click a presence state and click Copy sys_id. Also, for the presence states that match with the Genesys Cloud status, ensure that they have the appropriate Service Channels added.

This image is a screenshot of the presence state in ServiceNow UI that shows the service channels added to it.

The sys_id for each presence state is later used in the Unified Experience from Genesys and ServiceNow integration in Genesys Cloud. For more information, see Map statuses between Genesys Cloud and ServiceNow.