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.