Looking for experience integrating Genesys Unified Experience with ServiceNow CSM

[BarboraBeno]

We are currently integrating Genesys Unified Experience with ServiceNow Customer Service Management Agent Workspace.  We previously used the old Genesys Cloud connector.

Now we are migrating fully to the new Unified Experience plugin, but the available documentation is limited, sometimes inconsistent, and does not cover several real-world integration steps.

Because of this, we are unsure whether some behaviors are expected, misconfigured, or require assistance from ServiceNow or Genesys. We would like to learn from others who already completed this integration, understand what to expect, and validate whether the issues we see are common.

We have several issues for example:

Status sync inconsistencies
Interaction status in ServiceNow sometimes doesn’t match the Genesys state.

Unclear requirements around AWA / queue configuration

How the UI builder settings are done for Voice Interaction page

Does anybody have any documentation explaining functionality of the plugin?