---
title: Genesys
description: Retrieve customer engagement and contact center data from Genesys APIs using configurable time ranges and filters.
category: Application
tags: [genesys, contact center, customer experience, integration]
---

# Genesys

## **Description**

The **Genesys** activity connects your workflow to the Genesys platform, a leading provider of customer experience and contact center solutions. This activity allows you to retrieve data from Genesys APIs using configurable query parameters, time ranges, and authentication credentials.

It can be used to monitor agent performance, extract interaction history, analyze queue metrics, or collect other analytics from your Genesys environment.

> **Use case**:  
> In a service quality monitoring workflow, this activity retrieves **agent performance data** from Genesys for the past 7 days. The output is then analyzed using a **Scorecard Generator** or forwarded to **SlackMessage** for operational alerts.

## **Input**

_Not applicable_

## **Output**

| Output Type | Format | Description                                |
| ----------- | ------ | ------------------------------------------ |
| **Data**    | JSON   | Contact center analytics data from Genesys |

## **Configuration Fields**

| Field Name     | Description                                                                                                                                   |
| -------------- | --------------------------------------------------------------------------------------------------------------------------------------------- |
| **Connection** | Authentication configuration to access the Genesys API. Supports OAuth or API key.                                                            |
| **Base Url**   | Genesys API base URL. Use appropriate environment-specific endpoint (e.g., `https://api.mypurecloud.com`).                                    |
| **Query**      | Optional query string parameters to refine the request (e.g., agentId, queueId, skill).                                                       |
| **Data For**   | A keyword-based selector like `Today`, `Last 7 Days`, or `Custom Range`. Triggers automatic date resolution unless `Start/End Date` provided. |
| **Start Date** | Required if `Data For` is set to custom. Specifies the beginning of the data range (e.g., `2025-01-01`).                                      |
| **End Date**   | Required if `Data For` is set to custom. Specifies the end of the data range (e.g., `2025-01-31`).                                            |

## **Sample Input**

_Not applicable_

## **Sample Configuration**

| Field           | Value                                       |
| --------------- | ------------------------------------------- |
| `connection.id` | `genesys-connection`                        |
| `baseUrl`       | `https://api.mypurecloud.com`               |
| `query`         | `agentId=12345&metrics=interactionsHandled` |
| `dataFor`       | `Today`                                     |

## **Sample Output**

| Agent ID | Date       | Interactions Handled | Avg Response Time |
| -------- | ---------- | -------------------- | ----------------- |
| 12345    | 2025-07-04 | 32                   | 15s               |
| 12345    | 2025-07-05 | 27                   | 18s               |
| 12345    | 2025-07-06 | 30                   | 14s               |

> The output may vary depending on the API endpoint and query used. For advanced use, you can pair this activity with a **Data Filter** or **Visualization** activity downstream.