Reference · built on requestConnectorVoice & contact center

Genesys Cloud

Conversations, queue observations, agent presence, recordings, and evaluations from the Genesys Cloud Platform API.

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About

Genesys Cloud is a cloud contact center platform sold by Genesys. Its Platform API is a REST interface organized into resource groups such as Conversations, Routing, Analytics, Users, Recording, Quality, and Notifications, and every call is authorized with OAuth 2. A WebSocket notification service delivers topic events such as presence and routing status changes.

Through Fibric, an operator reads queue observations, conversation details, and agent state from the API, then proposes a callback, a queue membership change, or an evaluation. You approve it, and the record shows what changed and why.

This is a reference listing. It documents what Fibric would read from Genesys Cloud and what it could propose, based on the vendor's published interfaces. Fibric builds it under a managed deployment when you request it; selecting it here installs nothing.

Inputs

  • Conversation details through POST /api/v2/analytics/conversations/details/query and the asynchronous jobs variant
  • Queue observations and estimated wait time via /api/v2/analytics/queues/observations/query and /api/v2/routing/queues/{queueId}/estimatedwaittime
  • A user's routing status and presence (GET /api/v2/users/{userId}/routingstatus, /presences)
  • WebSocket notification topics such as v2.users.{id}.presence and v2.users.{id}.routingStatus over a notification channel
  • Recordings and speech and text analytics for a conversation, plus conversation summaries
  • Quality evaluations through GET /api/v2/quality/evaluations/query

Proposed actions

  • Target capability: propose a scheduled callback through POST /api/v2/conversations/callbacks
  • Target capability: propose a routing status or presence change for a user through the Users presence endpoints
  • Target capability: propose queue membership changes; the API bulk adds or removes up to 100 members per request
  • Target capability: propose external tags on a conversation through PUT /api/v2/conversations/{conversationId}/tags
  • Target capability: propose a quality evaluation on a conversation through POST /api/v2/quality/conversations/{conversationId}/evaluations

Proposed actions are target capabilities. Every action runs propose-first and needs a validated deployment and the appropriate permissions.

What you can build

  • Catch a queue before it breaches

    Poll queue observations and estimated wait time. When a queue crosses the threshold you set, the operator names the agents it wants moved onto the queue and asks a supervisor to confirm.

    With Breach Watch

  • Prepare a coaching note from the recording

    Read the conversation summary and its speech and text analytics, then draft a coaching note and a proposed evaluation for the team lead to accept or edit.

    With Coaching Notes, Call Summary

  • Keep a promised callback

    When an agent commits to calling a customer back, the operator drafts the scheduled callback through the Callbacks endpoint and holds it until someone approves the time.

    With Callback Promise

  • Rebalance agents mid-shift

    Watch presence and routing status events as they arrive. When coverage drifts from the plan, propose queue membership changes for the shift lead to approve.

    With Intraday Balance

Requirements

  • A Genesys Cloud organization and an OAuth client created by an administrator
  • Permissions granted to that client for each resource, for example analytics:conversationDetail:view, routing:queue:view, and recording:recording:view
  • Network reach to the Platform API host for your organization; the reference swagger is served from api.mypurecloud.com
  • For server-side event delivery, the Amazon EventBridge integration that Genesys recommends over WebSocket channels
Authentication
An OAuth client in your Genesys Cloud organization using the Client Credentials grant, with the roles and permissions the client needs assigned to it.

Limits

  • Client Credentials tokens default to 300 requests per minute and can be raised to 3000 on request; limited calls return 429 with Retry-After in seconds
  • A notification channel expires after 24 hours, a user and app pair may hold 20 channels, and one WebSocket carries at most 1,000 topics
  • Genesys designs WebSocket notifications for UI applications and points server integrations to Amazon EventBridge
  • Conversation history arrives through paged analytics queries or asynchronous jobs, not a continuous feed

Access and pricing

Reference listing. Fibric builds the connector under a managed deployment when you request it. Your quote covers the build, capabilities, usage, and support.

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Questions and answers

Does Genesys Cloud push events, or must the connector poll?
Both. Notification channels deliver topics such as v2.users.{id}.presence over a WebSocket, up to 1,000 topics per connection, and channels expire after 24 hours. Genesys recommends its Amazon EventBridge integration for server-based integrations. Conversation detail history is queried through the analytics endpoints.
What rate limit applies to a service integration?
Tokens from the Client Credentials grant default to 300 requests per minute under client.credentials.token.rate.per.minute, and Genesys can raise that to 3000 on request. User grants are fixed at 300. A limited request returns HTTP 429 with a Retry-After header measured in seconds.
Can this connector disconnect or transfer a live call?
The Platform API exposes disconnect and transfer operations, but this reference listing scopes its proposals to callbacks, routing status, queue membership, tags, and evaluations. Live call control is not proposed here.
Ask about Genesys Cloud

Ask about the capabilities and requirements in this listing.

For project-specific requirements, contact Fibric.

This connector listing is developed, published, and supported by Fibric. It describes integration with Genesys Cloud through published interfaces. Third-party names and logos identify the systems an integration connects to; they are the property of their respective owners, who are not affiliated with Fibric and do not sponsor or endorse this listing. Trademark policy