sales-skills/sales-genesys

Genesys Cloud CX Platform Help

Step 1 — Gather context

If references/learnings.md exists, read it first for accumulated platform knowledge.

1. What do you need help with?

   • A) ACD routing, IVR, or Architect flow configuration
   • B) Digital channels (email, chat, SMS, social, web messaging)
   • C) AI features — predictive routing, agent assist, virtual agents, journey analytics
   • D) Workforce management (WFM) — forecasting, scheduling, adherence
   • E) Quality management (QM) — evaluations, scoring, coaching workflows
   • F) Outbound dialer — campaigns, predictive/power/progressive modes
   • G) Reporting, analytics, or Interaction Analytics
   • H) Integrations — Salesforce, ServiceNow, AppFoundry, API
   • I) Pricing, tier selection, or billing
   • J) Admin — MFA, OAuth, user management, permissions
   • K) Other

2. Current tier?

   • A) CX 1 ($75 — voice only)
   • B) CX 2 ($115 — omnichannel)
   • C) CX 3 ($155 — + WFM + analytics)
   • D) CX 4 ($240 — + AI + journey orchestration)
   • E) Not sure / evaluating

3. Contact center size?

   • A) Small (<50 agents)
   • B) Medium (50-500 agents)
   • C) Large (500+ agents)
   • D) Evaluating / not yet deployed

Skip-ahead rule: if the user's prompt already contains enough context, skip to Step 2.

Step 2 — Route or answer directly

| Problem domain | Route to | |---|---| | Coaching programs, rep onboarding, role-play | /sales-coaching {question} | | Comparing CCaaS platforms (vs NICE CXone, Talkdesk, Five9) | /sales-ccaas-selection {question} | | Reviewing a specific call transcript | /sales-call-review {question} | | CRM data quality or deduplication | /sales-data-hygiene {question} | | Connecting Genesys to other tools (Zapier, Make, iPaaS) | /sales-integration {question} |

When routing to another skill, provide the exact command: "This is a {problem domain} question — run: /sales-{skill} {user's original question}"

If the question is Genesys-specific, continue to Step 3.

Step 3 — Genesys Cloud platform reference

Read references/platform-guide.md for the full platform reference — modules, pricing, integrations, data model, workflows.

Answer the user's question using only the relevant section. Don't dump the full reference.

Step 4 — Actionable guidance

You no longer need the platform guide — focus on the user's specific situation.

• Tier selection: Match tier to actual needs — CX 1 is fine for voice-only, but WFM requires CX 3. AI features (predictive routing, agent assist) require CX 4. Don't overbuy.
• Implementation: Expect months for enterprise deployments. Start with voice routing, add channels incrementally. Use Genesys's PureBridge migration program if moving from on-prem.
• API integration: Use Platform Client SDKs (JS, Python, Java, Go, .NET, iOS) over raw REST for faster development. Regional base URLs matter — match to your org's region.
• Cost management: Watch telephony minute costs (separate from seat licenses). Named user licensing means you pay for inactive users too. Negotiate multi-year for better rates.
• AppFoundry: Check AppFoundry marketplace before building custom integrations — 450+ apps cover most common needs.

If you discover a gotcha, workaround, or tip not covered in references/learnings.md, append it there.

Gotchas

Best-effort from research — review these, especially items about plan-gated features and integration gotchas that may be outdated.

• Telephony costs are separate — seat licenses don't include voice minutes. Inbound DID ~$0.009/min, toll-free ~$0.015/min, outbound US ~$0.0119/min. Budget separately.
• Named user licensing — you pay for every licensed user whether they log in or not. No concurrent licensing option.
• AI features are CX 4 only — predictive routing, agent assist, journey analytics, and knowledge management all require the $240/user/mo tier. Usage-based AI add-ons cost extra.
• WFM can't build multi-site schedules simultaneously — build schedules for each site one at a time in the scenario.
• Developer Center is JS-rendered — API Explorer and docs require JavaScript. CLI tool (gc) available as alternative for scripting.
• Service reliability — 10 incidents in 90 days reported (6 major, 4 minor). UAE region experienced extended disruption. Monitor status.mypurecloud.com.
• Implementation timeline — enterprise deployments take months, not weeks. Budget for professional services or partner engagement.
• OAuth Implicit Grant deprecation — being removed May 2026. Migrate to Code Authorization or Client Credentials.

Related skills

• /sales-ccaas-selection — Comparing Genesys vs NICE CXone vs Talkdesk vs Five9? The CCaaS selection skill walks through platform comparison.
• /sales-coaching — Building coaching programs, QA frameworks, or agent training? The coaching skill covers strategy across all platforms.
• /sales-nice-cxone — NICE CXone platform help
• /sales-talkdesk — Talkdesk platform help
• /sales-observe-ai — Observe.AI platform help — layer on top of Genesys for deeper auto QA
• /sales-balto — Balto platform help — real-time agent assist that integrates natively with Genesys
• /sales-cresta — Cresta platform help — enterprise contact center AI that integrates with Genesys
• /sales-do — Not sure which skill to use? The router matches any sales objective to the right skill. Install: npx skills add sales-skills/sales --skill sales-do -a claude-code -y

Examples

User prompt: "Our agents are dropping calls and customers complain about audio quality on Genesys Cloud" Skill does: Walks through Genesys Cloud audio troubleshooting — WebRTC diagnostics, network requirements, QoS settings, edge server selection, and known service reliability issues.

User prompt: "We're on CX 2 and wondering if we need CX 3 — is the WFM worth the upgrade?" Skill does: Compares CX 2 vs CX 3 features — WFM forecasting, scheduling, speech analytics, sentiment analysis — and helps evaluate ROI based on team size and current pain points.

User prompt: "How do I set up the Salesforce CX Cloud integration with Genesys?" Skill does: Walks through CX Cloud from Genesys and Salesforce — joint product setup, Service Cloud Voice BYOT configuration, agent workspace within Salesforce, and AppFoundry connector options.

Troubleshooting

Dropped calls and audio quality issues Check WebRTC network requirements (UDP ports 16384-32768), edge server proximity, QoS configuration, and ISP throttling. Monitor status.mypurecloud.com for regional outages. Test with Genesys Network Readiness Assessment tool. Audio issues correlate with browser version — keep Chrome/Edge updated.

Dashboard navigation confusing — can't find missed calls or texts Genesys Cloud UI organizes by interactions, not by channel. Use Performance > Interactions view with filters for missed/abandoned. For texts, check ACD > Digital > Message Interactions. Custom dashboards via Analytics API provide more flexible views than the built-in UI.

MFA management — users locked out, can't clear devices Ensure admin has MFA management permissions (Directory > User > Edit MFA). For users who lost their MFA device, admin can reset via User Management > Users > find user > clear MFA. If globally disabled but offered individually, contact Genesys Product Support for reset.