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PinkConnect service: genesys | Type: Application (parent with child servers) | PCID required: Yes Genesys Cloud is exposed as multiple MCP server IDs (one per area below). Each child server has its own server path and tool names.

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Child servers

Child serverServer pathToolsDescription
genesys-analytics/genesys-analytics12Genesys Analytics - query agent status, conversation details, user activity, and evaluation aggregates
genesys-contacts/genesys-contacts12Genesys External Contacts - look up contacts, organizations, notes, and relationships
genesys-conversations/genesys-conversations25Genesys Conversations - view and manage active conversations, participants, wrapup, summaries, and suggestions
genesys-knowledge/genesys-knowledge12Genesys Knowledge - search and browse knowledge bases, documents, categories, and labels
genesys-routing/genesys-routing15Genesys Routing - queues, skills, languages, wrapup codes, and queue observations
genesys-tasks-quality/genesys-tasks-quality15Genesys Tasks & Quality - manage workitems, query workbins, and view quality evaluations
genesys-users/genesys-users20Genesys Users - look up users, check presence and routing status, search users/groups/teams
genesys-workforce/genesys-workforce15Genesys Workforce Management - schedules, adherence, time-off requests, management units

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genesys-analytics

Genesys Analytics - query agent status, conversation details, user activity, and evaluation aggregates Server path: /genesys-analytics | Type: Application | PCID required: Yes

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Tools

ToolDescription
genesys_analytics_get_analytics_agent_statusGet an agent and their active sessions by user ID
genesys_analytics_get_analytics_conversation_detailsGet a conversation by id
genesys_analytics_get_analytics_conversations_detailsGets multiple conversations by id
genesys_analytics_post_analytics_agents_status_countsCount agents by different groupings
genesys_analytics_post_analytics_agents_status_queryRetrieve the top 50 agents matching the query filters
genesys_analytics_post_analytics_conversations_activity_queryQuery for conversation activity observations
genesys_analytics_post_analytics_evaluations_aggregates_queryQuery for evaluation aggregates
genesys_analytics_post_analytics_surveys_aggregates_queryQuery for survey aggregates
genesys_analytics_post_analytics_users_activity_queryQuery for user activity observations
genesys_analytics_post_analytics_users_aggregates_queryQuery for user aggregates
genesys_analytics_post_analytics_users_details_queryQuery for user details
genesys_analytics_post_analytics_users_observations_queryQuery for user observations

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genesys_analytics_get_analytics_agent_status

Get an agent and their active sessions by user ID Parameters:
ParameterTypeRequiredDefaultDescription
userIdstringYes—userId

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genesys_analytics_get_analytics_conversation_details

Get a conversation by id Parameters:
ParameterTypeRequiredDefaultDescription
conversationIdstringYes—conversationId

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genesys_analytics_get_analytics_conversations_details

Gets multiple conversations by id Parameters:
ParameterTypeRequiredDefaultDescription
idany[]No—Comma-separated conversation ids

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genesys_analytics_post_analytics_agents_status_counts

Count agents by different groupings Parameters:
ParameterTypeRequiredDefaultDescription
groupByany[]No—Include to choose which groupings to count by and return. If not included it will return only counts grouped by segmentType
sessionFilterobjectNo—sessionFilter
userFilterobjectNo—userFilter

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genesys_analytics_post_analytics_agents_status_query

Retrieve the top 50 agents matching the query filters Parameters:
ParameterTypeRequiredDefaultDescription
sessionFilterobjectNo—sessionFilter
sessionOrderstringNo—Search session order direction; default to asc
sessionOrderBystringNo—Search session order dimension names; default to segmentStart
userFilterobjectNo—userFilter
userOrderstringNo—Search user order direction; default to asc
userOrderBystringNo—Search user order dimension names; default to userName

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genesys_analytics_post_analytics_conversations_activity_query

Query for conversation activity observations Parameters:
ParameterTypeRequiredDefaultDescription
pageSizeintegerNo—The desired page size
pageNumberintegerNo—The desired page number
filterobjectNo—filter
groupByany[]Yes—Dimension(s) to group by
metricsany[]Yes—List of requested metrics
orderstringNo—Sort the result set in ascending/descending order. Default is ascending

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genesys_analytics_post_analytics_evaluations_aggregates_query

Query for evaluation aggregates Parameters:
ParameterTypeRequiredDefaultDescription
alternateTimeDimensionstringNo—Dimension to use as the alternative timestamp for data in the aggregate. Choosing “eventTime” uses the actual time of the data event.
filterobjectNo—filter
flattenMultivaluedDimensionsbooleanNo—Flattens any multivalued dimensions used in response groups (e.g. [‘a’,‘b’,‘c’]->‘a,b,c’)
granularitystringNo—Granularity aggregates metrics into subpartitions within the time interval specified. The default granularity is the same duration as the interval. Periods are represented as an ISO-8601 string. For example: P1D or P1DT12H
groupByany[]No—Behaves like a SQL GROUPBY. Allows for multiple levels of grouping as a list of dimensions. Partitions resulting aggregate computations into distinct named subgroups rather than across the entire result set as if it were one group.
intervalstringYes—Behaves like one clause in a SQL WHERE. Specifies the date and time range of data being queried. Intervals are represented as an ISO-8601 string. For example: YYYY-MM-DDThh:mm:ss/YYYY-MM-DDThh:mm:ss
metricsany[]Yes—Behaves like a SQL SELECT clause. Only named metrics will be retrieved.
timeZonestringNo—Time zone context used to calculate response intervals (this allows resolving DST changes). The interval offset is used even when timeZone is specified. Default is UTC. Time zones are represented as a string of the zone name as found in the IANA time zone database. For example: UTC, Etc/UTC, or Europe/London
viewsany[]No—Custom derived metric views

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genesys_analytics_post_analytics_surveys_aggregates_query

Query for survey aggregates Parameters:
ParameterTypeRequiredDefaultDescription
alternateTimeDimensionstringNo—Dimension to use as the alternative timestamp for data in the aggregate. Choosing “eventTime” uses the actual time of the data event.
filterobjectNo—filter
flattenMultivaluedDimensionsbooleanNo—Flattens any multivalued dimensions used in response groups (e.g. [‘a’,‘b’,‘c’]->‘a,b,c’)
granularitystringNo—Granularity aggregates metrics into subpartitions within the time interval specified. The default granularity is the same duration as the interval. Periods are represented as an ISO-8601 string. For example: P1D or P1DT12H
groupByany[]No—Behaves like a SQL GROUPBY. Allows for multiple levels of grouping as a list of dimensions. Partitions resulting aggregate computations into distinct named subgroups rather than across the entire result set as if it were one group.
intervalstringYes—Behaves like one clause in a SQL WHERE. Specifies the date and time range of data being queried. Intervals are represented as an ISO-8601 string. For example: YYYY-MM-DDThh:mm:ss/YYYY-MM-DDThh:mm:ss
metricsany[]Yes—Behaves like a SQL SELECT clause. Only named metrics will be retrieved.
timeZonestringNo—Time zone context used to calculate response intervals (this allows resolving DST changes). The interval offset is used even when timeZone is specified. Default is UTC. Time zones are represented as a string of the zone name as found in the IANA time zone database. For example: UTC, Etc/UTC, or Europe/London
viewsany[]No—Custom derived metric views

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genesys_analytics_post_analytics_users_activity_query

Query for user activity observations Parameters:
ParameterTypeRequiredDefaultDescription
pageSizeintegerNo—The desired page size
pageNumberintegerNo—The desired page number
filterobjectNo—filter
groupByany[]Yes—Dimension(s) to group by
metricsany[]Yes—List of requested metrics
orderstringNo—Sort the result set in ascending/descending order. Default is ascending

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genesys_analytics_post_analytics_users_aggregates_query

Query for user aggregates Parameters:
ParameterTypeRequiredDefaultDescription
alternateTimeDimensionstringNo—Dimension to use as the alternative timestamp for data in the aggregate. Choosing “eventTime” uses the actual time of the data event.
filterobjectNo—filter
flattenMultivaluedDimensionsbooleanNo—Flattens any multivalued dimensions used in response groups (e.g. [‘a’,‘b’,‘c’]->‘a,b,c’)
granularitystringNo—Granularity aggregates metrics into subpartitions within the time interval specified. The default granularity is the same duration as the interval. Periods are represented as an ISO-8601 string. For example: P1D or P1DT12H
groupByany[]No—Behaves like a SQL GROUPBY. Allows for multiple levels of grouping as a list of dimensions. Partitions resulting aggregate computations into distinct named subgroups rather than across the entire result set as if it were one group.
intervalstringYes—Behaves like one clause in a SQL WHERE. Specifies the date and time range of data being queried. Intervals are represented as an ISO-8601 string. For example: YYYY-MM-DDThh:mm:ss/YYYY-MM-DDThh:mm:ss
metricsany[]Yes—Behaves like a SQL SELECT clause. Only named metrics will be retrieved.
timeZonestringNo—Time zone context used to calculate response intervals (this allows resolving DST changes). The interval offset is used even when timeZone is specified. Default is UTC. Time zones are represented as a string of the zone name as found in the IANA time zone database. For example: UTC, Etc/UTC, or Europe/London
viewsany[]No—Custom derived metric views

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genesys_analytics_post_analytics_users_details_query

Query for user details Parameters:
ParameterTypeRequiredDefaultDescription
intervalstringYes—Specifies the date and time range of data being queried. Conversations MUST have started within this time range to potentially be included within the result set. Intervals are represented as an ISO-8601 string. For example: YYYY-MM-DDThh:mm:ss/YYYY-MM-DDThh:mm:ss
orderstringNo—Sort the result set in ascending/descending order. Default is ascending
pagingobjectNo—paging
presenceAggregationsany[]No—Include faceted search and aggregate roll-ups of presence data in your search results. This does not function as a filter, but rather, summary data about the presence results matching your filters
presenceFiltersany[]No—Filters that target system and organization presence-level data
routingStatusAggregationsany[]No—Include faceted search and aggregate roll-ups of agent routing status data in your search results. This does not function as a filter, but rather, summary data about the agent routing status results matching your filters
routingStatusFiltersany[]No—Filters that target agent routing status-level data
userFiltersany[]No—Filters that target the users to retrieve data for

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genesys_analytics_post_analytics_users_observations_query

Query for user observations Parameters:
ParameterTypeRequiredDefaultDescription
detailMetricsany[]No—Metrics for which to include additional detailed observations
filterobjectYes—filter
metricsany[]Yes—Behaves like a SQL SELECT clause. Only named metrics will be retrieved.

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genesys-contacts

Genesys External Contacts - look up contacts, organizations, notes, and relationships Server path: /genesys-contacts | Type: Application | PCID required: Yes

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Tools

ToolDescription
genesys_contacts_get_externalcontacts_contactFetch an external contact
genesys_contacts_get_externalcontacts_contact_noteFetch a note for an external contact
genesys_contacts_get_externalcontacts_contact_notesList notes for an external contact
genesys_contacts_get_externalcontacts_contactsSearch for external contacts
genesys_contacts_get_externalcontacts_organizationFetch an external organization
genesys_contacts_get_externalcontacts_organization_contactsSearch for external contacts in an external organization
genesys_contacts_get_externalcontacts_organization_notesList notes for an external organization
genesys_contacts_get_externalcontacts_organizationsSearch for external organizations
genesys_contacts_post_externalcontacts_contact_notesCreate a note for an external contact
genesys_contacts_post_externalcontacts_contactsCreate an external contact
genesys_contacts_post_externalcontacts_identifierlookup_contactsFetch a contact using an identifier type and value.
genesys_contacts_put_externalcontacts_contactUpdate an external contact

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genesys_contacts_get_externalcontacts_contact

Fetch an external contact Parameters:
ParameterTypeRequiredDefaultDescription
contactIdstringYes—ExternalContact ID
expandany[]No—which fields, if any, to expand

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genesys_contacts_get_externalcontacts_contact_note

Fetch a note for an external contact Parameters:
ParameterTypeRequiredDefaultDescription
contactIdstringYes—ExternalContact Id
noteIdstringYes—Note Id
expandany[]No—which fields, if any, to expand

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genesys_contacts_get_externalcontacts_contact_notes

List notes for an external contact Parameters:
ParameterTypeRequiredDefaultDescription
contactIdstringYes—ExternalContact Id
pageSizeintegerNo—Page size (limited to fetching first 1,000 records; pageSize <= 100; pageNumber * pageSize must be <= 1,000)
pageNumberintegerNo—Page number (limited to fetching first 1,000 records; pageNumber * pageSize must be <= 1,000)
sortOrderstringNo—The Note field to sort by. Any of: [createDate]. Direction: [asc, desc]. e.g. “createDate:asc”, “createDate:desc”
expandany[]No—which fields, if any, to expand. mergeset will include notes attached to ancestor contacts which have been merged into this one.

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genesys_contacts_get_externalcontacts_contacts

Search for external contacts Parameters:
ParameterTypeRequiredDefaultDescription
pageSizeintegerNo—Page size (limited to fetching first 1,000 records; pageNumber * pageSize must be <= 1,000)
pageNumberintegerNo—Page number (limited to fetching first 1,000 records; pageNumber * pageSize must be <= 1,000)
qstringNo—User supplied search keywords (no special syntax is currently supported)
sortOrderstringNo—The External Contact field to sort by. Any of: [firstName, lastName, middleName, title]. Direction: [asc, desc]. e.g. “firstName:asc”, “title:desc”
expandany[]No—which fields, if any, to expand
divisionIdsany[]No—which divisions to search, up to 50

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genesys_contacts_get_externalcontacts_organization

Fetch an external organization Parameters:
ParameterTypeRequiredDefaultDescription
externalOrganizationIdstringYes—External Organization ID
expandany[]No—which fields, if any, to expand
includeTrustorsbooleanNo—(true or false) whether or not to include trustor information embedded in the externalOrganization

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genesys_contacts_get_externalcontacts_organization_contacts

Search for external contacts in an external organization Parameters:
ParameterTypeRequiredDefaultDescription
externalOrganizationIdstringYes—External Organization ID
pageSizeintegerNo—Page size (limited to fetching first 1,000 records; pageNumber * pageSize must be <= 1,000)
pageNumberintegerNo—Page number (limited to fetching first 1,000 records; pageNumber * pageSize must be <= 1,000)
qstringNo—User supplied search keywords (no special syntax is currently supported)
sortOrderstringNo—The External Contact field to sort by. Any of: [firstName, lastName, middleName, title]. Direction: [asc, desc]. e.g. “firstName:asc”, “title:desc”
expandany[]No—which fields, if any, to expand

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genesys_contacts_get_externalcontacts_organization_notes

List notes for an external organization Parameters:
ParameterTypeRequiredDefaultDescription
externalOrganizationIdstringYes—External Organization Id
pageSizeintegerNo—Page size (limited to fetching first 1,000 records; pageNumber * pageSize must be <= 1,000)
pageNumberintegerNo—Page number (limited to fetching first 1,000 records; pageNumber * pageSize must be <= 1,000)
sortOrderstringNo—The Note field to sort by. Any of: [createDate]. Direction: [asc, desc]. e.g. “createDate:asc”, “createDate:desc”
expandany[]No—which fields, if any, to expand

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genesys_contacts_get_externalcontacts_organizations

Search for external organizations Parameters:
ParameterTypeRequiredDefaultDescription
pageSizeintegerNo—Page size (limited to fetching first 1,000 records; pageNumber * pageSize must be <= 1,000)
pageNumberintegerNo—Page number (limited to fetching first 1,000 records; pageNumber * pageSize must be <= 1,000)
qstringNo—Search query
trustorIdany[]No—Search for external organizations by trustorIds (limit 25). If supplied, the ‘q’ parameters is ignored. Items are returned in the order requested
sortOrderstringNo—The Organization field to sort by. Any of: [companyType, industry, name]. Direction: [asc, desc]. e.g. “companyType:asc”, “industry:desc”
expandany[]No—which fields, if any, to expand
includeTrustorsbooleanNo—(true or false) whether or not to include trustor information embedded in the externalOrganization
divisionIdsany[]No—which divisions to search, up to 50

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genesys_contacts_post_externalcontacts_contact_notes

Create a note for an external contact Parameters:
ParameterTypeRequiredDefaultDescription
contactIdstringYes—ExternalContact Id
createDatestringNo—Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z
createdByobjectYes—createdBy
divisionobjectNo—division
entityIdstringNo—The id of the contact or organization to which this note refers. This only needs to be set for input when using the Bulk APIs.
entityTypestringNo—This is only need to be set when using Bulk API. Using any other value than contact or organization will result in null being used.
externalDataSourcesany[]No—Links to the sources of data (e.g. one source might be a CRM) that contributed data to this record. Read-only, and only populated when requested via expand param.
idstringNo—The globally unique identifier for the object.
modifyDatestringNo—Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z
noteTextstringNo—Between 1 and 32,000 characters.
selfUristringNo—The URI for this object

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genesys_contacts_post_externalcontacts_contacts

Create an external contact Parameters:
ParameterTypeRequiredDefaultDescription
addressobjectNo—address
appleOpaqueIdsany[]No—User information for an Apple account. Max: 10 ids
canonicalContactobjectNo—canonicalContact
cellPhoneobjectNo—cellPhone
createDatestringNo—Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z
customFieldsobjectNo—Custom fields defined in the schema referenced by schemaId and schemaVersion.
divisionobjectNo—division
externalDataSourcesany[]No—Links to the sources of data (e.g. one source might be a CRM) that contributed data to this record. Read-only, and only populated when requested via expand param.
externalIdsany[]No—A list of external identifiers that identify this contact in an external system. Max: 10 ids
externalOrganizationobjectNo—externalOrganization
externalSystemUrlstringNo—A string that identifies an external system-of-record resource that may have more detailed information on the contact. Should be a valid URL (including the http/https protocol, port, and path [if any]). Leading and trailing whitespace stripped. Max 1000 characters.
facebookIdobjectNo—User information for a Facebook user interacting with a page or app
firstNamestringNo—The first name of the contact. Max: 1000 characters. Leading and trailing whitespace stripped.
homePhoneobjectNo—homePhone
idstringNo—The globally unique identifier for the object.
identifiersany[]No—Identifiers claimed by this contact
instagramIdobjectNo—User information for an Instagram account
lastNamestringNo—The last name of the contact. Max: 1000 characters. Leading and trailing whitespace stripped.
lineIdobjectNo—User information for a Line account
mergedFromany[]No—The input contacts from the merge operation.
mergedToobjectNo—mergedTo
mergeOperationobjectNo—mergeOperation
mergeSetany[]No—The set of all contacts that are a part of the merge tree. If null, this contact is not a part of any merge.
middleNamestringNo—The middle name of the contact. Max: 1000 characters. Leading and trailing whitespace stripped.
modifyDatestringNo—Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z
otherEmailstringNo—The other email of the contact. Max: 256 characters. Leading and trailing whitespace stripped. Valid email format
otherPhoneobjectNo—otherPhone
personalEmailstringNo—The personal email of the contact. Max: 256 characters. Leading and trailing whitespace stripped. Valid email format
salutationstringNo—The salutation of the contact. Max: 1000 characters. Leading and trailing whitespace stripped.
schemaobjectNo—schema
selfUristringNo—The URI for this object
surveyOptOutbooleanNo—surveyOptOut
titlestringNo—The title of the contact. Max: 1000 characters. Leading and trailing whitespace stripped.
twitterIdobjectNo—User information for a twitter account. Either id OR screenName (or both) must be present
typestringNo—The type of contact
whatsAppIdobjectNo—User information for a WhatsApp account
workEmailstringNo—The work email of the contact. Max: 256 characters. Leading and trailing whitespace stripped. Valid email format
workPhoneobjectNo—workPhone

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genesys_contacts_post_externalcontacts_identifierlookup_contacts

Fetch a contact using an identifier type and value. Parameters:
ParameterTypeRequiredDefaultDescription
expandany[]No—which field, if any, to expand
dateCreatedstringNo—Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z
divisionobjectNo—division
externalSourceobjectNo—externalSource
idstringNo—The globally unique identifier for the object.
selfUristringNo—The URI for this object
typestringYes—The type of this identifier
valuestringYes—The string value of the identifier. Will vary in syntax by type. Max: 255 characters. Leading and trailing whitespace stripped.

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genesys_contacts_put_externalcontacts_contact

Update an external contact Parameters:
ParameterTypeRequiredDefaultDescription
contactIdstringYes—ExternalContact ID
addressobjectNo—address
appleOpaqueIdsany[]No—User information for an Apple account. Max: 10 ids
canonicalContactobjectNo—canonicalContact
cellPhoneobjectNo—cellPhone
createDatestringNo—Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z
customFieldsobjectNo—Custom fields defined in the schema referenced by schemaId and schemaVersion.
divisionobjectNo—division
externalDataSourcesany[]No—Links to the sources of data (e.g. one source might be a CRM) that contributed data to this record. Read-only, and only populated when requested via expand param.
externalIdsany[]No—A list of external identifiers that identify this contact in an external system. Max: 10 ids
externalOrganizationobjectNo—externalOrganization
externalSystemUrlstringNo—A string that identifies an external system-of-record resource that may have more detailed information on the contact. Should be a valid URL (including the http/https protocol, port, and path [if any]). Leading and trailing whitespace stripped. Max 1000 characters.
facebookIdobjectNo—User information for a Facebook user interacting with a page or app
firstNamestringNo—The first name of the contact. Max: 1000 characters. Leading and trailing whitespace stripped.
homePhoneobjectNo—homePhone
idstringNo—The globally unique identifier for the object.
identifiersany[]No—Identifiers claimed by this contact
instagramIdobjectNo—User information for an Instagram account
lastNamestringNo—The last name of the contact. Max: 1000 characters. Leading and trailing whitespace stripped.
lineIdobjectNo—User information for a Line account
mergedFromany[]No—The input contacts from the merge operation.
mergedToobjectNo—mergedTo
mergeOperationobjectNo—mergeOperation
mergeSetany[]No—The set of all contacts that are a part of the merge tree. If null, this contact is not a part of any merge.
middleNamestringNo—The middle name of the contact. Max: 1000 characters. Leading and trailing whitespace stripped.
modifyDatestringNo—Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z
otherEmailstringNo—The other email of the contact. Max: 256 characters. Leading and trailing whitespace stripped. Valid email format
otherPhoneobjectNo—otherPhone
personalEmailstringNo—The personal email of the contact. Max: 256 characters. Leading and trailing whitespace stripped. Valid email format
salutationstringNo—The salutation of the contact. Max: 1000 characters. Leading and trailing whitespace stripped.
schemaobjectNo—schema
selfUristringNo—The URI for this object
surveyOptOutbooleanNo—surveyOptOut
titlestringNo—The title of the contact. Max: 1000 characters. Leading and trailing whitespace stripped.
twitterIdobjectNo—User information for a twitter account. Either id OR screenName (or both) must be present
typestringNo—The type of contact
whatsAppIdobjectNo—User information for a WhatsApp account
workEmailstringNo—The work email of the contact. Max: 256 characters. Leading and trailing whitespace stripped. Valid email format
workPhoneobjectNo—workPhone

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genesys-conversations

Genesys Conversations - view and manage active conversations, participants, wrapup, summaries, and suggestions Server path: /genesys-conversations | Type: Application | PCID required: Yes

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Tools

ToolDescription
genesys_conversations_get_conversationGet conversation
genesys_conversations_get_conversation_participant_wrapupGet the wrap-up for this conversation participant.
genesys_conversations_get_conversation_participant_wrapupcodesGet list of wrapup codes for this conversation participant
genesys_conversations_get_conversation_suggestionsGet all suggestions for a conversation.
genesys_conversations_get_conversation_summariesGet the summaries of the conversation.
genesys_conversations_get_conversationsGet active conversations for the logged in user
genesys_conversations_get_conversations_callGet call conversation
genesys_conversations_get_conversations_callbackGet callback conversation
genesys_conversations_get_conversations_callbacksGet the logged-in user’s active conversations and their Callback participants state.
genesys_conversations_get_conversations_callsGet the logged-in user’s active conversations and their Call participants state.
genesys_conversations_get_conversations_calls_historyGet call history
genesys_conversations_get_conversations_emailGet email conversation
genesys_conversations_get_conversations_emailsGet the logged-in user’s active conversations and their Email participants state.
genesys_conversations_get_conversations_messageGet message conversation
genesys_conversations_get_conversations_messagesGet the logged-in user’s active conversations and their Message participants state.
genesys_conversations_patch_conversation_participantUpdate a participant.
genesys_conversations_patch_conversation_participant_attributesUpdate the attributes on a conversation participant.
genesys_conversations_post_analytics_conversations_aggregates_queryQuery for conversation aggregates
genesys_conversations_post_analytics_conversations_details_queryQuery for conversation details
genesys_conversations_post_conversation_assignAttempts to manually assign a specified conversation to a specified user. Ignores bullseye ring, PAR score, skills, and languages.
genesys_conversations_post_conversation_disconnectPerforms a full conversation teardown. Issues disconnect requests for any connected media. Applies a system wrap-up code to any participants that are pending wrap-up. This is not intended to be the normal way of ending interactions but is available in the event of problems with the application to allow a resynchronization of state across all components. It is recommended that users submit a support case if they are relying on this endpoint systematically as there is likely something that needs investigation.
genesys_conversations_post_conversation_participant_replace_agentReplace this participant with the specified agent
genesys_conversations_post_conversation_participant_replace_queueReplace this participant with the specified queue
genesys_conversations_post_conversations_call_participant_communication_wrapupApply wrap-up for this conversation communication
genesys_conversations_post_conversations_participants_attributes_searchSearch conversations

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genesys_conversations_get_conversation

Get conversation Parameters:
ParameterTypeRequiredDefaultDescription
conversationIdstringYes—conversation ID

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genesys_conversations_get_conversation_participant_wrapup

Get the wrap-up for this conversation participant. Parameters:
ParameterTypeRequiredDefaultDescription
conversationIdstringYes—conversation ID
participantIdstringYes—participant ID
provisionalbooleanNo—Indicates if the wrap-up code is provisional.

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genesys_conversations_get_conversation_participant_wrapupcodes

Get list of wrapup codes for this conversation participant Parameters:
ParameterTypeRequiredDefaultDescription
conversationIdstringYes—conversation ID
participantIdstringYes—participant ID

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genesys_conversations_get_conversation_suggestions

Get all suggestions for a conversation. Parameters:
ParameterTypeRequiredDefaultDescription
conversationIdstringYes—Conversation ID
beforestringNo—The cursor that points to the start of the set of entities that has been returned.
afterstringNo—The cursor that points to the end of the set of entities that has been returned.
pageSizestringNo—Number of entities to return. Maximum of 200.
typestringNo—Suggestion type to filter by.
statestringNo—Suggestion state to filter Copilot suggestions.

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genesys_conversations_get_conversation_summaries

Get the summaries of the conversation. Parameters:
ParameterTypeRequiredDefaultDescription
conversationIdstringYes—Conversation ID

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genesys_conversations_get_conversations

Get active conversations for the logged in user Parameters:
ParameterTypeRequiredDefaultDescription
communicationTypestringNo—Call or Chat communication filtering

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genesys_conversations_get_conversations_call

Get call conversation Parameters:
ParameterTypeRequiredDefaultDescription
conversationIdstringYes—conversationId

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genesys_conversations_get_conversations_callback

Get callback conversation Parameters:
ParameterTypeRequiredDefaultDescription
conversationIdstringYes—conversationId

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genesys_conversations_get_conversations_callbacks

Get the logged-in user’s active conversations and their Callback participants state.

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genesys_conversations_get_conversations_calls

Get the logged-in user’s active conversations and their Call participants state.

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genesys_conversations_get_conversations_calls_history

Get call history Parameters:
ParameterTypeRequiredDefaultDescription
pageSizeintegerNo—Page size, maximum 50
pageNumberintegerNo—Page number
intervalstringNo—Interval string; format is ISO-8601. Separate start and end times with forward slash ’/‘
expandany[]No—Which fields, if any, to expand.

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genesys_conversations_get_conversations_email

Get email conversation Parameters:
ParameterTypeRequiredDefaultDescription
conversationIdstringYes—conversationId

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genesys_conversations_get_conversations_emails

Get the logged-in user’s active conversations and their Email participants state.

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genesys_conversations_get_conversations_message

Get message conversation Parameters:
ParameterTypeRequiredDefaultDescription
conversationIdstringYes—conversationId

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genesys_conversations_get_conversations_messages

Get the logged-in user’s active conversations and their Message participants state.

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genesys_conversations_patch_conversation_participant

Update a participant. Parameters:
ParameterTypeRequiredDefaultDescription
conversationIdstringYes—conversation ID
participantIdstringYes—participant ID
confinedbooleanNo—True to confine this conversation participant. Should only be used for ad-hoc conferences
heldbooleanNo—True to hold this conversation participant.
mutedbooleanNo—True to mute this conversation participant.
recordingbooleanNo—True to enable ad-hoc recording of this participant, otherwise false to disable recording.
statestringNo—The state to update to set for this participant’s communications. Possible values are: ‘connected’ and ‘disconnected’.
wrapupobjectNo—wrapup
wrapupSkippedbooleanNo—True to skip wrap-up for this participant.

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genesys_conversations_patch_conversation_participant_attributes

Update the attributes on a conversation participant. Parameters:
ParameterTypeRequiredDefaultDescription
conversationIdstringYes—conversation ID
participantIdstringYes—participant ID
attributesobjectNo—The map of attribute keys to values.

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genesys_conversations_post_analytics_conversations_aggregates_query

Query for conversation aggregates Parameters:
ParameterTypeRequiredDefaultDescription
alternateTimeDimensionstringNo—Dimension to use as the alternative timestamp for data in the aggregate. Choosing “eventTime” uses the actual time of the data event.
filterobjectNo—filter
flattenMultivaluedDimensionsbooleanNo—Flattens any multivalued dimensions used in response groups (e.g. [‘a’,‘b’,‘c’]->‘a,b,c’)
granularitystringNo—Granularity aggregates metrics into subpartitions within the time interval specified. The default granularity is the same duration as the interval. Periods are represented as an ISO-8601 string. For example: P1D or P1DT12H
groupByany[]No—Behaves like a SQL GROUPBY. Allows for multiple levels of grouping as a list of dimensions. Partitions resulting aggregate computations into distinct named subgroups rather than across the entire result set as if it were one group.
intervalstringYes—Behaves like one clause in a SQL WHERE. Specifies the date and time range of data being queried. Intervals are represented as an ISO-8601 string. For example: YYYY-MM-DDThh:mm:ss/YYYY-MM-DDThh:mm:ss
metricsany[]Yes—Behaves like a SQL SELECT clause. Only named metrics will be retrieved.
timeZonestringNo—Time zone context used to calculate response intervals (this allows resolving DST changes). The interval offset is used even when timeZone is specified. Default is UTC. Time zones are represented as a string of the zone name as found in the IANA time zone database. For example: UTC, Etc/UTC, or Europe/London
viewsany[]No—Custom derived metric views

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genesys_conversations_post_analytics_conversations_details_query

Query for conversation details Parameters:
ParameterTypeRequiredDefaultDescription
aggregationsany[]No—Include faceted search and aggregate roll-ups describing your search results. This does not function as a filter, but rather, summary data about the data matching your filters
conversationFiltersany[]No—Filters that target conversation-level data
evaluationFiltersany[]No—Filters that target evaluations
intervalstringYes—Specifies the date and time range of data being queried. Results will only include conversations that started on a day touched by the interval. Intervals are represented as an ISO-8601 string. For example: YYYY-MM-DDThh:mm:ss/YYYY-MM-DDThh:mm:ss
orderstringNo—Sort the result set in ascending/descending order. Default is ascending
orderBystringNo—Specify which data element within the result set to use for sorting. The options to use as a basis for sorting the results: conversationStart, segmentStart, and segmentEnd. If not specified, the default is conversationStart
pagingobjectNo—paging
resolutionFiltersany[]No—Filters that target resolutions
segmentFiltersany[]No—Filters that target individual segments within a conversation
surveyFiltersany[]No—Filters that target surveys

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genesys_conversations_post_conversation_assign

Attempts to manually assign a specified conversation to a specified user. Ignores bullseye ring, PAR score, skills, and languages. Parameters:
ParameterTypeRequiredDefaultDescription
conversationIdstringYes—conversation ID
idstringYes—The globally unique identifier for this user.

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genesys_conversations_post_conversation_disconnect

Performs a full conversation teardown. Issues disconnect requests for any connected media. Applies a system wrap-up code to any participants that are pending wrap-up. This is not intended to be the normal way of ending interactions but is available in the event of problems with the application to allow a resynchronization of state across all components. It is recommended that users submit a support case if they are relying on this endpoint systematically as there is likely something that needs investigation. Parameters:
ParameterTypeRequiredDefaultDescription
conversationIdstringYes—conversation ID

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genesys_conversations_post_conversation_participant_replace_agent

Replace this participant with the specified agent Parameters:
ParameterTypeRequiredDefaultDescription
conversationIdstringYes—conversation ID
participantIdstringYes—participant ID
keepInternalMessageAlivebooleanNo—If true, the digital internal message will NOT be terminated.
transferTypestringNo—The type of transfer to perform. Attended, where the initiating agent maintains ownership of the conversation until the intended recipient accepts the transfer, or Unattended, where the initiating agent immediately disconnects. Default is Unattended.
userDisplayNamestringNo—The name of the internal user.
userIdstringNo—The id of the internal user.
userNamestringNo—The userName (like user’s email) of the internal user.
voicemailbooleanNo—If true, transfer to the voicemail inbox of the participant that is being replaced.

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genesys_conversations_post_conversation_participant_replace_queue

Replace this participant with the specified queue Parameters:
ParameterTypeRequiredDefaultDescription
conversationIdstringYes—conversation ID
participantIdstringYes—participant ID
keepInternalMessageAlivebooleanNo—If true, the digital internal message will NOT be terminated.
queueIdstringNo—The id of the queue.
queueNamestringNo—The name of the queue.
transferTypestringNo—The type of transfer to perform. Attended, where the initiating agent maintains ownership of the conversation until the intended recipient accepts the transfer, or Unattended, where the initiating agent immediately disconnects. Default is Unattended.

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genesys_conversations_post_conversations_call_participant_communication_wrapup

Apply wrap-up for this conversation communication Parameters:
ParameterTypeRequiredDefaultDescription
conversationIdstringYes—conversationId
participantIdstringYes—participantId
communicationIdstringYes—communicationId
codestringNo—The user configured wrap up code id.
disableEndTimeUpdatesbooleanNo—Prevent updates to wrapup end time when set to true.
durationSecondsintegerNo—The length of time in seconds that the agent spent doing after call work.
endTimestringNo—The timestamp when the wrapup was finished. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z
namestringNo—The user configured wrap up code name.
notesstringNo—Text entered by the agent to describe the call or disposition.
provisionalbooleanNo—Indicates if this is a pending save and should not require a code to be specified. This allows someone to save some temporary wrapup that will be used later.
tagsany[]No—List of tags selected by the agent to describe the call or disposition.

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genesys_conversations_post_conversations_participants_attributes_search

Search conversations Parameters:
ParameterTypeRequiredDefaultDescription
cursorstringNo—cursor
queryany[]No—query
returnFieldsany[]No—returnFields
sortany[]No—Multi-value sort order, list of multiple sort values
sortBystringNo—The field in the resource that you want to sort the results by
sortOrderstringNo—The sort order for results

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genesys-knowledge

Genesys Knowledge - search and browse knowledge bases, documents, categories, and labels Server path: /genesys-knowledge | Type: Application | PCID required: Yes

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Tools

ToolDescription
genesys_knowledge_get_knowledge_knowledgebaseGet knowledge base
genesys_knowledge_get_knowledge_knowledgebase_categoriesGet categories
genesys_knowledge_get_knowledge_knowledgebase_categoryGet category
genesys_knowledge_get_knowledge_knowledgebase_documentGet document.
genesys_knowledge_get_knowledge_knowledgebase_document_variationsGet variations for a document.
genesys_knowledge_get_knowledge_knowledgebase_documentsGet documents.
genesys_knowledge_get_knowledge_knowledgebase_labelsGet labels
genesys_knowledge_get_knowledge_knowledgebasesGet knowledge bases
genesys_knowledge_post_knowledge_knowledgebase_documents_queryQuery for knowledge documents.
genesys_knowledge_post_knowledge_knowledgebase_documents_searchSearch the documents in a knowledge base.
genesys_knowledge_post_knowledge_knowledgebase_documents_search_suggestionsQuery the knowledge documents to provide suggestions for auto completion.
genesys_knowledge_post_knowledge_searchGet Knowledge Search

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genesys_knowledge_get_knowledge_knowledgebase

Get knowledge base Parameters:
ParameterTypeRequiredDefaultDescription
knowledgeBaseIdstringYes—Knowledge base ID

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genesys_knowledge_get_knowledge_knowledgebase_categories

Get categories Parameters:
ParameterTypeRequiredDefaultDescription
knowledgeBaseIdstringYes—Knowledge base ID
beforestringNo—The cursor that points to the start of the set of entities that has been returned.
afterstringNo—The cursor that points to the end of the set of entities that has been returned.
pageSizestringNo—Number of entities to return. Maximum of 200.
parentIdstringNo—If specified, retrieves the children categories by parent category ID.
isRootbooleanNo—If specified, retrieves only the root categories.
namestringNo—Filter to return the categories that starts with the given category name.
sortBystringNo—Name: sort by category names alphabetically; Hierarchy: sort by the full path of hierarchical category names alphabetically
expandstringNo—The specified entity attribute will be filled. Supported value:“Ancestors”: every ancestors will be filled via the parent attribute recursively,but only the id, name, parentId will be present for the ancestors.
includeDocumentCountbooleanNo—If specified, retrieves the number of documents related to category.

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genesys_knowledge_get_knowledge_knowledgebase_category

Get category Parameters:
ParameterTypeRequiredDefaultDescription
knowledgeBaseIdstringYes—Knowledge base ID
categoryIdstringYes—Category ID

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genesys_knowledge_get_knowledge_knowledgebase_document

Get document. Parameters:
ParameterTypeRequiredDefaultDescription
knowledgeBaseIdstringYes—Knowledge base ID.
documentIdstringYes—Document ID.
expandany[]No—The specified entity attributes will be filled. Comma separated values expected. Max No. of variations that can be returned on expand is 20.
statestringNo—“when state is “Draft”, draft version of the document is returned,otherwise by default published version is returned in the response.

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genesys_knowledge_get_knowledge_knowledgebase_document_variations

Get variations for a document. Parameters:
ParameterTypeRequiredDefaultDescription
knowledgeBaseIdstringYes—Globally unique identifier for the knowledge base.
documentIdstringYes—Globally unique identifier for the document.
beforestringNo—The cursor that points to the start of the set of entities that has been returned.
afterstringNo—The cursor that points to the end of the set of entities that has been returned.
pageSizestringNo—Number of entities to return. Maximum of 200.
documentStatestringNo—The state of the document.
expandany[]No—The specified entity attributes will be filled. Comma separated values expected.

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genesys_knowledge_get_knowledge_knowledgebase_documents

Get documents. Parameters:
ParameterTypeRequiredDefaultDescription
knowledgeBaseIdstringYes—Knowledge base ID
beforestringNo—The cursor that points to the start of the set of entities that has been returned.
afterstringNo—The cursor that points to the end of the set of entities that has been returned.
pageSizestringNo—Number of entities to return. Maximum of 200.
intervalstringNo—Retrieves the documents modified in specified date and time range. If the after and before cursor parameters are within this interval, it would return valid data, otherwise it throws an error.The dates in the interval are represented in ISO-8601 format: YYYY-MM-DDThh:mm:ssZ/YYYY-MM-DDThh:mm:ssZ
documentIdany[]No—Retrieves the specified documents, comma separated values expected.
categoryIdany[]No—If specified, retrieves documents associated with category ids, comma separated values expected.
includeSubcategoriesbooleanNo—Works along with ‘categoryId’ query parameter. If specified, retrieves documents associated with category ids and its children categories.
includeDraftsbooleanNo—If includeDrafts is true, Documents in the draft state are also returned in the response.
labelIdsany[]No—If specified, retrieves documents associated with label ids, comma separated values expected.
expandany[]No—The specified entity attributes will be filled. Comma separated values expected.
externalIdsany[]No—If specified, retrieves documents associated with external ids, comma separated values expected.

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genesys_knowledge_get_knowledge_knowledgebase_labels

Get labels Parameters:
ParameterTypeRequiredDefaultDescription
knowledgeBaseIdstringYes—Knowledge base ID
beforestringNo—The cursor that points to the start of the set of entities that has been returned.
afterstringNo—The cursor that points to the end of the set of entities that has been returned.
pageSizestringNo—Number of entities to return. Maximum of 200.
namestringNo—Filter to return the labels that contains the given phrase in the name.
includeDocumentCountbooleanNo—If specified, retrieves the number of documents related to label.

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genesys_knowledge_get_knowledge_knowledgebases

Get knowledge bases Parameters:
ParameterTypeRequiredDefaultDescription
beforestringNo—The cursor that points to the start of the set of entities that has been returned.
afterstringNo—The cursor that points to the end of the set of entities that has been returned.
limitstringNo—Number of entities to return. Maximum of 100. Deprecated in favour of pageSize
pageSizestringNo—Number of entities to return. Maximum of 100.
namestringNo—Filter by Name.
coreLanguagestringNo—Filter by core language.
publishedbooleanNo—Filter by published status.
sortBystringNo—Sort by.
sortOrderstringNo—Sort Order.

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genesys_knowledge_post_knowledge_knowledgebase_documents_query

Query for knowledge documents. Parameters:
ParameterTypeRequiredDefaultDescription
knowledgeBaseIdstringYes—Knowledge Base ID
expandany[]No—Fields, if any, to expand for each document in the search result matching the query.
filterobjectNo—filter
includeDraftDocumentsbooleanNo—Indicates whether the results would also include draft documents.
includeVariationsstringNo—Indicates which document variations to include in returned documents. All: all variations regardless of the filter expression; AllMatching: all variations that match the filter expression; SingleMostRelevant: single variation that matches the filter expression and has the highest priority. The default is All.
intervalobjectNo—interval
pageNumberintegerNo—Page number of the returned results.
pageSizeintegerNo—Page size of the returned results.
sortBystringNo—The field in the documents that you want to sort the results by.
sortOrderstringNo—The sort order for results.

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genesys_knowledge_post_knowledge_knowledgebase_documents_search

Search the documents in a knowledge base. Parameters:
ParameterTypeRequiredDefaultDescription
knowledgeBaseIdstringYes—The ID of knowledge base containing the documents to query.
expandany[]No—Fields, if any, to expand for each document in the search result matching the query.
answerHighlightTopResultsintegerNo—The number of articles to be sent for answer-highlighting. Can range from 1-5.
answerModeany[]No—Allows extracted answers from an article (AnswerHighlight) and/or AI-generated answers (AnswerGeneration). Default mode: AnswerHighlight. Use this property with answerHighlightTopResults.
applicationobjectNo—application
confidenceThresholdnumberNo—The confidence threshold for the search results. If applied, the returned results will have an equal or higher confidence than the threshold. The value should be between 0 to 1.
conversationContextobjectNo—conversationContext
filterobjectNo—filter
includeDraftDocumentsbooleanNo—Indicates whether the search results would also include draft documents.
intervalobjectNo—interval
pageCountintegerNo—Number of pages returned in the result calculated according to the pageSize and the total
pageNumberintegerNo—Page number of the returned results.
pageSizeintegerNo—Page size of the returned results.
preprocessQuerybooleanNo—Indicates whether the search query should be preprocessed.
querystringNo—Query to search content in the knowledge base. Maximum of 30 records per query can be fetched.
queryTypestringNo—The type of the query that initiates the search.
searchIdstringNo—The globally unique identifier for the search.
sortBystringNo—The field in the documents that you want to sort the search results by.
sortOrderstringNo—The sort order for search results.
totalintegerNo—The total number of documents matching the query.

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genesys_knowledge_post_knowledge_knowledgebase_documents_search_suggestions

Query the knowledge documents to provide suggestions for auto completion. Parameters:
ParameterTypeRequiredDefaultDescription
knowledgeBaseIdstringYes—The ID of knowledge base containing the documents to query.
filterobjectNo—filter
includeDraftDocumentsbooleanNo—Indicates whether the suggestion results would also include draft documents.
intervalobjectNo—interval
pageSizeintegerNo—Page size of the returned results.
querystringNo—Query to get autocomplete suggestions for the matching knowledge documents.

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genesys_knowledge_post_knowledge_search

Get Knowledge Search Parameters:
ParameterTypeRequiredDefaultDescription
applicationobjectNo—application
conversationContextobjectNo—conversationContext
conversationTurnsany[]No—List of conversation turns to use for stateful search.
generationLanguagestringNo—The language to use for answer generation.
knowledgeSettingIdstringNo—Knowledge Setting Id to use for search request.
querystringNo—Input query to search content on the knowledge setting.
queryTypestringNo—The type of the query that initiates the search.
sessionIdstringNo—The session id for search request.

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genesys-routing

Genesys Routing - queues, skills, languages, wrapup codes, and queue observations Server path: /genesys-routing | Type: Application | PCID required: Yes

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Tools

ToolDescription
genesys_routing_get_routing_availablemediatypesGet available media types
genesys_routing_get_routing_languageGet a routing language
genesys_routing_get_routing_languagesGet the list of supported languages.
genesys_routing_get_routing_queueGet details about this queue.
genesys_routing_get_routing_queue_estimatedwaittimeGet Estimated Wait Time
genesys_routing_get_routing_queue_membersGet the members of this queue.
genesys_routing_get_routing_queue_wrapupcodesGet the wrap-up codes for a queue
genesys_routing_get_routing_queuesGet list of queues.
genesys_routing_get_routing_queues_meGet a paged listing of queues the user is a member of.
genesys_routing_get_routing_skillGet Routing Skill
genesys_routing_get_routing_skillsGet the list of routing skills.
genesys_routing_get_routing_utilizationGet the organization-wide max utilization settings.
genesys_routing_get_routing_wrapupcodeGet details about this wrap-up code.
genesys_routing_get_routing_wrapupcodesGet list of wrapup codes.
genesys_routing_post_analytics_queues_observations_queryQuery for queue observations

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genesys_routing_get_routing_availablemediatypes

Get available media types

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genesys_routing_get_routing_language

Get a routing language Parameters:
ParameterTypeRequiredDefaultDescription
languageIdstringYes—Language ID

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genesys_routing_get_routing_languages

Get the list of supported languages. Parameters:
ParameterTypeRequiredDefaultDescription
pageSizeintegerNo—Page size
pageNumberintegerNo—Page number
sortOrderstringNo—Ascending or descending sort order
namestringNo—Name
idany[]No—id

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genesys_routing_get_routing_queue

Get details about this queue. Parameters:
ParameterTypeRequiredDefaultDescription
queueIdstringYes—Queue ID
expandany[]No—Which fields, if any, to expand

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genesys_routing_get_routing_queue_estimatedwaittime

Get Estimated Wait Time Parameters:
ParameterTypeRequiredDefaultDescription
queueIdstringYes—queueId
conversationIdstringNo—conversationId

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genesys_routing_get_routing_queue_members

Get the members of this queue. Parameters:
ParameterTypeRequiredDefaultDescription
queueIdstringYes—Queue ID
pageNumberintegerNo—pageNumber
pageSizeintegerNo—Max value is 100
sortOrderstringNo—Note: results are sorted by name.
expandany[]No—Which fields, if any, to expand.
namestringNo—Filter by queue member name (contains-style search)
profileSkillsany[]No—Filter by profile skill (contains-style search)
skillsany[]No—Filter by skill (contains-style search)
languagesany[]No—Filter by language (contains-style search)
routingStatusany[]No—Filter by routing status
presenceany[]No—Filter by presence
memberBystringNo—Filter by member type
joinedbooleanNo—Filter by joined status

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genesys_routing_get_routing_queue_wrapupcodes

Get the wrap-up codes for a queue Parameters:
ParameterTypeRequiredDefaultDescription
queueIdstringYes—Queue ID
pageSizeintegerNo—Page size
pageNumberintegerNo—Page number
namestringNo—Wrapup code’s name (trailing asterisks allowed)

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genesys_routing_get_routing_queues

Get list of queues. Parameters:
ParameterTypeRequiredDefaultDescription
pageNumberintegerNo—Page number
pageSizeintegerNo—Page size
sortOrderstringNo—Note: results are sorted by name.
namestringNo—Include only queues with the given name (leading and trailing asterisks allowed)
idany[]No—Include only queues with the specified ID(s)
divisionIdany[]No—Include only queues in the specified division ID(s)
peerIdany[]No—Include only queues with the specified peer ID(s)
cannedResponseLibraryIdstringNo—Include only queues explicitly associated with the specified canned response library ID
hasPeerbooleanNo—Include only queues with a peer ID
expandany[]No—Which fields, if any, to expand

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genesys_routing_get_routing_queues_me

Get a paged listing of queues the user is a member of. Parameters:
ParameterTypeRequiredDefaultDescription
pageNumberintegerNo—Page number
pageSizeintegerNo—Page size
joinedbooleanNo—Filter by joined status.
sortOrderstringNo—Note: results are sorted by name.

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genesys_routing_get_routing_skill

Get Routing Skill Parameters:
ParameterTypeRequiredDefaultDescription
skillIdstringYes—Skill ID

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genesys_routing_get_routing_skills

Get the list of routing skills. Parameters:
ParameterTypeRequiredDefaultDescription
pageSizeintegerNo—Page size
pageNumberintegerNo—Page number
namestringNo—Filter for results that start with this value
idany[]No—id

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genesys_routing_get_routing_utilization

Get the organization-wide max utilization settings.

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genesys_routing_get_routing_wrapupcode

Get details about this wrap-up code. Parameters:
ParameterTypeRequiredDefaultDescription
codeIdstringYes—Wrapup Code ID

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genesys_routing_get_routing_wrapupcodes

Get list of wrapup codes. Parameters:
ParameterTypeRequiredDefaultDescription
pageSizeintegerNo—Page size
pageNumberintegerNo—Page number
sortBystringNo—Sort by
sortOrderstringNo—Sort order
namestringNo—Wrapup code’s name (‘Sort by’ param is ignored unless this field is provided)
idany[]No—Filter by wrapup code ID(s)
divisionIdany[]No—Filter by division ID(s)

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genesys_routing_post_analytics_queues_observations_query

Query for queue observations Parameters:
ParameterTypeRequiredDefaultDescription
detailMetricsany[]No—Metrics for which to include additional detailed observations
filterobjectYes—filter
metricsany[]Yes—Behaves like a SQL SELECT clause. Only named metrics will be retrieved.

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genesys-tasks-quality

Genesys Tasks & Quality - manage workitems, query workbins, and view quality evaluations Server path: /genesys-tasks-quality | Type: Application | PCID required: Yes

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Tools

ToolDescription
genesys_tasks_quality_delete_taskmanagement_workitemDelete a workitem
genesys_tasks_quality_get_quality_conversation_evaluationGet an evaluation
genesys_tasks_quality_get_quality_evaluations_queryQueries Evaluations and returns a paged list
genesys_tasks_quality_get_taskmanagement_workbinGet a workbin
genesys_tasks_quality_get_taskmanagement_workitemGet a workitem
genesys_tasks_quality_get_taskmanagement_worktypeGet a worktype
genesys_tasks_quality_get_taskmanagement_worktype_statusesGet list of statuses for this worktype.
genesys_tasks_quality_patch_taskmanagement_workitemUpdate the attributes of a workitem
genesys_tasks_quality_patch_taskmanagement_workitem_assignmentAttempts to manually assign a specified workitem to a specified user. Ignores bullseye ring, PAR score, skills, and languages.
genesys_tasks_quality_post_quality_evaluations_searchSearch evaluations based along specified criteria
genesys_tasks_quality_post_taskmanagement_workbins_queryQuery for workbins
genesys_tasks_quality_post_taskmanagement_workitem_terminateTerminate a workitem
genesys_tasks_quality_post_taskmanagement_workitemsCreate a workitem
genesys_tasks_quality_post_taskmanagement_workitems_queryQuery for workitems
genesys_tasks_quality_post_taskmanagement_worktypes_queryQuery for worktypes

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genesys_tasks_quality_delete_taskmanagement_workitem

Delete a workitem Parameters:
ParameterTypeRequiredDefaultDescription
workitemIdstringYes—Workitem ID

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genesys_tasks_quality_get_quality_conversation_evaluation

Get an evaluation Parameters:
ParameterTypeRequiredDefaultDescription
conversationIdstringYes—conversationId
evaluationIdstringYes—evaluationId
expandstringNo—agent, assignee, evaluator, evaluationForm

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genesys_tasks_quality_get_quality_evaluations_query

Queries Evaluations and returns a paged list Parameters:
ParameterTypeRequiredDefaultDescription
pageSizeintegerNo—The total page size requested
pageNumberintegerNo—The page number requested
expandany[]No—variable name requested by expand list
previousPagestringNo—Previous page token
conversationIdstringNo—conversationId specified
agentUserIdstringNo—user id of the agent
agentTeamIdstringNo—team id of the agent
evaluatorUserIdstringNo—evaluator user id
assigneeUserIdstringNo—assignee user id
queueIdstringNo—queue id
startTimestringNo—start time of the evaluation query
endTimestringNo—end time of the evaluation query
formContextIdstringNo—shared id between form versions
evaluationStateany[]No—evaluationState
isReleasedbooleanNo—the evaluation has been released
agentHasReadbooleanNo—agent has the evaluation
expandAnswerTotalScoresbooleanNo—get the total scores for evaluations. NOTE: The answers will only be populated if this parameter is set to true in the request.
maximumintegerNo—the maximum number of results to return
sortOrderstringNo—NOTE: Does not work when conversationId is supplied.
includeDeletedUsersbooleanNo—Allow returning an agent or evaluator user with a ‘delete’ status. Defaults to false.

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genesys_tasks_quality_get_taskmanagement_workbin

Get a workbin Parameters:
ParameterTypeRequiredDefaultDescription
workbinIdstringYes—Workbin ID

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genesys_tasks_quality_get_taskmanagement_workitem

Get a workitem Parameters:
ParameterTypeRequiredDefaultDescription
workitemIdstringYes—Workitem ID
expandsany[]No—Which fields to expand. Comma separated if more than one.

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genesys_tasks_quality_get_taskmanagement_worktype

Get a worktype Parameters:
ParameterTypeRequiredDefaultDescription
worktypeIdstringYes—Worktype id
expandsany[]No—Which fields, if any, to expand.

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genesys_tasks_quality_get_taskmanagement_worktype_statuses

Get list of statuses for this worktype. Parameters:
ParameterTypeRequiredDefaultDescription
worktypeIdstringYes—Worktype id

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genesys_tasks_quality_patch_taskmanagement_workitem

Update the attributes of a workitem Parameters:
ParameterTypeRequiredDefaultDescription
workitemIdstringYes—Workitem ID
assigneeIdstringNo—The ID of the assignee of the Workitem. If supplied it must be a valid UUID.
assignmentOperationstringNo—Set this value to AgentAssignmentAlerting and supply an ‘assigneeId’ to assign the workitem to an agent and alert the agent of the assignment. Set this value to QueueAssignmentAlerting and supply a ‘queueId’ to route the workitem to an agent who is a member of the queue and alert the agent.
assignmentStatestringNo—The assignment state of the Workitem.
autoStatusTransitionbooleanNo—Set it to false to disable auto status transition. By default, it is enabled.
customFieldsobjectNo—Custom fields defined in the schema referenced by the worktype of the workitem. If set to {}, the existing keys and values will be removed.
dateClosedstringNo—The closed date of the Workitem. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z
dateDuestringNo—The due date of the Workitem. Can not be greater than 365 days from the current time. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z
dateExpiresstringNo—The expiry date of the Workitem. Can not be greater than 365 days from the current time. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z
descriptionstringNo—The description of the Workitem. Maximum length of 512 characters.
durationSecondsintegerNo—The estimated duration in seconds to complete the Workitem. Maximum of 365 days.
externalContactIdstringNo—The ID of the external contact of the Workitem. Must be a valid UUID.
externalTagstringNo—The external tag of the Workitem.
languageIdstringNo—The ID of language of the Workitem. Must be a valid UUID.
namestringNo—The name of the Workitem. Valid length between 3 and 256 characters.
preferredAgentIdsany[]No—The preferred agent IDs of the Workitem. Must be valid UUIDs.
priorityintegerNo—The priority of the Workitem. The valid range is between -25,000,000 and 25,000,000.
queueIdstringNo—The ID of the Workitems queue. Must be a valid UUID.
scoredAgentsany[]No—A list of scored agents for the Workitem. A workitem can have a maximum of 20 scored agents.
scriptIdstringNo—The ID of the Workitems script. Must be a valid UUID.
skillIdsany[]No—The skill IDs of the Workitem. Must be valid UUIDs.
statusIdstringNo—The ID of the Status of the Workitem.
ttlintegerNo—The epoch timestamp in seconds specifying the time to live for the Workitem. Can not be greater than 365 days from the current time.
utilizationLabelIdstringNo—The ID of the utilization label of the Workitem. Must be a valid UUID.
workbinIdstringNo—The ID of Workbin that contains the Workitem.

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genesys_tasks_quality_patch_taskmanagement_workitem_assignment

Attempts to manually assign a specified workitem to a specified user. Ignores bullseye ring, PAR score, skills, and languages. Parameters:
ParameterTypeRequiredDefaultDescription
workitemIdstringYes—Workitem ID
idstringYes—The globally unique identifier for this user.

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genesys_tasks_quality_post_quality_evaluations_search

Search evaluations based along specified criteria Parameters:
ParameterTypeRequiredDefaultDescription
aggregationsany[]No—Aggregations to compute on the search results
pageNumberintegerYes—The page of resources you want to retrieve
pageSizeintegerNo—The number of results per page. For aggregation requests, must be omitted or 0.
queryany[]Yes—query
sortBystringNo—The field in the resource that you want to sort the results by. Include with sortOrder.
sortOrderstringNo—The sort order for results. Include with sortBy.
systemSubmittedbooleanNo—Filter for automated evaluations submitted by virtual supervisor. Defaults to false.

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genesys_tasks_quality_post_taskmanagement_workbins_query

Query for workbins Parameters:
ParameterTypeRequiredDefaultDescription
afterstringNo—The cursor that points to the end of the set of entities that has been returned.
attributesany[]No—List of entity attributes to be retrieved in the result.
filtersany[]Yes—List of filter objects to be used in the search. Valid filter names are: ‘id’, ‘name’, ‘description’, ‘divisionId’, ‘dateCreated’, ‘dateModified’, ‘modifiedBy’
pageSizeintegerNo—Limit the number of entities to return. It is not guaranteed that the requested number of entities will be filled in a single request. If an after key is returned as part of the response it is possible that more entities that match the filter criteria exist. Maximum of 200.
selectstringNo—Specify the value ‘Count’ for this parameter in order to return only the record count.
sortobjectNo—sort

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genesys_tasks_quality_post_taskmanagement_workitem_terminate

Terminate a workitem Parameters:
ParameterTypeRequiredDefaultDescription
workitemIdstringYes—Workitem ID
statusIdstringNo—The ID of the status the workitem should be updated to when terminating. The status must be a ‘Closed’ category status.

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genesys_tasks_quality_post_taskmanagement_workitems

Create a workitem Parameters:
ParameterTypeRequiredDefaultDescription
assigneeIdstringNo—The ID of the assignee of the Workitem. Must be a valid UUID.
autoStatusTransitionbooleanNo—Set it to false to disable auto status transition. By default, it is enabled.
customFieldsobjectNo—Custom fields defined in the schema referenced by the worktype of the workitem.
dateDuestringNo—The due date of the Workitem. Can not be greater than 365 days from the current time. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z
dateExpiresstringNo—The expiry date of the Workitem. Can not be greater than 365 days from the current time. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z
descriptionstringNo—The description of the Workitem. Maximum length of 512 characters.
durationSecondsintegerNo—The estimated duration in seconds to complete the Workitem. Maximum of 365 days.
externalContactIdstringNo—The ID of the external contact of the Workitem. Must be a valid UUID.
externalTagstringNo—The external tag of the Workitem.
languageIdstringNo—The ID of language of the Workitem. Must be a valid UUID.
namestringYes—The name of the Workitem. Valid length between 3 and 256 characters.
preferredAgentIdsany[]No—The preferred agent IDs of the Workitem. Must be valid UUIDs.
priorityintegerNo—The priority of the Workitem. The valid range is between -25,000,000 and 25,000,000.
queueIdstringNo—The ID of the Workitems queue. Must be a valid UUID.
scoredAgentsany[]No—A list of scored agents for the Workitem. A workitem can have a maximum of 20 scored agents.
scriptIdstringNo—The ID of the Workitems script. Must be a valid UUID.
skillIdsany[]No—The skill IDs of the Workitem. Must be valid UUIDs.
statusIdstringNo—The ID of the Status of the Workitem.
ttlintegerNo—The epoch timestamp in seconds specifying the time to live for the Workitem. Can not be greater than 365 days from the current time.
typeIdstringYes—The ID of the Worktype of the Workitem.
utilizationLabelIdstringNo—The ID of utilization label of the Workitem. Must be a valid UUID.
workbinIdstringNo—The ID of Workbin that contains the Workitem.
wrapupCodestringNo—The ID of the wrapup. Must be a valid UUID.

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genesys_tasks_quality_post_taskmanagement_workitems_query

Query for workitems Parameters:
ParameterTypeRequiredDefaultDescription
afterstringNo—The cursor that points to the end of the set of entities that has been returned.
attributesany[]No—List of entity attributes to be retrieved in the result.
expandsany[]No—List of entity attributes to be expanded in the result.
filtersany[]Yes—List of filter objects to be used in the search. Valid filter names are: ‘id’, ‘name’, ‘description’, ‘languageId’, ‘priority’, ‘dateCreated’, ‘dateModified’, ‘dateDue’, ‘dateExpires’, ‘durationInSeconds’, ‘ttl’, ‘statusId’, ‘statusCategory’, ‘dateClosed’, ‘externalContactId’, ‘reporterId’, ‘queueId’, ‘externalTag’, ‘modifiedBy’, ‘assignmentState’, ‘divisionId’, ‘customFields.<custom field name>‘
pageSizeintegerNo—Limit the number of entities to return. It is not guaranteed that the requested number of entities will be filled in a single request. If an after key is returned as part of the response it is possible that more entities that match the filter criteria exist. Maximum of 200.
selectstringNo—Specify the value ‘Count’ for this parameter in order to return only the record count.
sortobjectNo—sort

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genesys_tasks_quality_post_taskmanagement_worktypes_query

Query for worktypes Parameters:
ParameterTypeRequiredDefaultDescription
afterstringNo—The cursor that points to the end of the set of entities that has been returned.
attributesany[]No—List of entity attributes to be retrieved in the result.
filtersany[]Yes—List of filter objects to be used in the search. Valid filter names are: ‘divisionId’, ‘id’, ‘name’, ‘description’, ‘defaultWorkbinId’, ‘defaultDurationSeconds’, ‘defaultExpirationSeconds’, ‘defaultDueDurationSeconds’, ‘defaultPriority’, ‘defaultLanguageId’, ‘defaultTtlSeconds’, ‘assignmentEnabled’, ‘defaultQueueId’, ‘schemaId’, ‘schemaVersion’, ‘dateCreated’, ‘dateModified’, ‘modifiedBy’
pageSizeintegerNo—Limit the number of entities to return. It is not guaranteed that the requested number of entities will be filled in a single request. If an after key is returned as part of the response it is possible that more entities that match the filter criteria exist. Maximum of 200.
selectstringNo—Specify the value ‘Count’ for this parameter in order to return only the record count.
sortobjectNo—sort

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genesys-users

Genesys Users - look up users, check presence and routing status, search users/groups/teams Server path: /genesys-users | Type: Application | PCID required: Yes

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Tools

ToolDescription
genesys_users_get_groupGet group
genesys_users_get_group_membersGet group members, includes individuals, owners, and dynamically included people
genesys_users_get_groupsGet a group list
genesys_users_get_presence_definitionsGet a list of Presence Definitions
genesys_users_get_systempresencesGet the list of SystemPresences
genesys_users_get_teamGet team
genesys_users_get_userGet user.
genesys_users_get_user_outofofficeGet a OutOfOffice
genesys_users_get_user_presences_purecloudGet a user’s Genesys Cloud presence.
genesys_users_get_user_queuesGet queues for user
genesys_users_get_user_routinglanguagesList routing languages assigned to a user
genesys_users_get_user_routingskillsList routing skills assigned to a user
genesys_users_get_user_routingstatusFetch the routing status of a user
genesys_users_get_user_stateGet user state information.
genesys_users_get_usersGet the list of available users.
genesys_users_get_users_meGet current user details.
genesys_users_get_users_presences_purecloud_bulkGet bulk user presences for a Genesys Cloud (PURECLOUD) presence source
genesys_users_patch_user_presences_purecloudPatch a Genesys Cloud user’s presence
genesys_users_post_users_searchSearch users
genesys_users_put_user_routingstatusUpdate the routing status of a user

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genesys_users_get_group

Get group Parameters:
ParameterTypeRequiredDefaultDescription
groupIdstringYes—Group ID

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genesys_users_get_group_members

Get group members, includes individuals, owners, and dynamically included people Parameters:
ParameterTypeRequiredDefaultDescription
groupIdstringYes—Group ID
pageSizeintegerNo—Page size
pageNumberintegerNo—Page number
sortOrderstringNo—Ascending or descending sort order
expandany[]No—Which fields, if any, to expand

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genesys_users_get_groups

Get a group list Parameters:
ParameterTypeRequiredDefaultDescription
pageSizeintegerNo—Page size
pageNumberintegerNo—Page number
idany[]No—id
jabberIdany[]No—A list of jabberIds to fetch by bulk (cannot be used with the “id” parameter)
sortOrderstringNo—Ascending or descending sort order

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genesys_users_get_presence_definitions

Get a list of Presence Definitions Parameters:
ParameterTypeRequiredDefaultDescription
deactivatedstringNo—Deactivated query can be TRUE or FALSE
divisionIdany[]No—One or more division IDs. If nothing is provided, the definitions associated withthe list of divisions that the user has access to will be returned.
localeCodestringNo—The locale code to fetch for the presence definition. Use ALL to fetch everything.

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genesys_users_get_systempresences

Get the list of SystemPresences

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genesys_users_get_team

Get team Parameters:
ParameterTypeRequiredDefaultDescription
teamIdstringYes—Team ID
expandstringNo—Expand the division name

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genesys_users_get_user

Get user. Parameters:
ParameterTypeRequiredDefaultDescription
userIdstringYes—User ID
expandany[]No—Which fields, if any, to expand. Note, expand parameters are resolved with a best effort approach and not guaranteed to be returned. If requested expand information is absolutely required, it’s recommended to use specific API requests instead.
integrationPresenceSourcestringNo—Gets an integration presence for a user instead of their default.
statestringNo—Search for a user with this state

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genesys_users_get_user_outofoffice

Get a OutOfOffice Parameters:
ParameterTypeRequiredDefaultDescription
userIdstringYes—User ID

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genesys_users_get_user_presences_purecloud

Get a user’s Genesys Cloud presence. Parameters:
ParameterTypeRequiredDefaultDescription
userIdstringYes—user Id

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genesys_users_get_user_queues

Get queues for user Parameters:
ParameterTypeRequiredDefaultDescription
userIdstringYes—User ID
pageSizeintegerNo—Page size
pageNumberintegerNo—Page number
joinedbooleanNo—Is joined to the queue
divisionIdany[]No—Division ID(s)

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genesys_users_get_user_routinglanguages

List routing languages assigned to a user Parameters:
ParameterTypeRequiredDefaultDescription
userIdstringYes—User ID
pageSizeintegerNo—Page size
pageNumberintegerNo—Page number
sortOrderstringNo—Ascending or descending sort order

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genesys_users_get_user_routingskills

List routing skills assigned to a user Parameters:
ParameterTypeRequiredDefaultDescription
userIdstringYes—User ID
pageSizeintegerNo—Page size
pageNumberintegerNo—Page number
sortOrderstringNo—Ascending or descending sort order

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genesys_users_get_user_routingstatus

Fetch the routing status of a user Parameters:
ParameterTypeRequiredDefaultDescription
userIdstringYes—User ID

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genesys_users_get_user_state

Get user state information. Parameters:
ParameterTypeRequiredDefaultDescription
userIdstringYes—User ID

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genesys_users_get_users

Get the list of available users. Parameters:
ParameterTypeRequiredDefaultDescription
pageSizeintegerNo—Page size
pageNumberintegerNo—Page number
idany[]No—A list of user IDs to fetch by bulk
jabberIdany[]No—A list of jabberIds to fetch by bulk (cannot be used with the “id” parameter)
sortOrderstringNo—Ascending or descending sort order
expandany[]No—Which fields, if any, to expand. Note, expand parameters are resolved with a best effort approach and not guaranteed to be returned. If requested expand information is absolutely required, it’s recommended to use specific API requests instead.
integrationPresenceSourcestringNo—Gets an integration presence for users instead of their defaults. This parameter will only be used when presence is provided as an “expand”. When using this parameter the maximum number of users that can be returned is 100.
statestringNo—Only list users of this state

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genesys_users_get_users_me

Get current user details. Parameters:
ParameterTypeRequiredDefaultDescription
expandany[]No—Which fields, if any, to expand.
integrationPresenceSourcestringNo—Get your presence for a given integration. This parameter will only be used when presence is provided as an “expand”.

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genesys_users_get_users_presences_purecloud_bulk

Get bulk user presences for a Genesys Cloud (PURECLOUD) presence source Parameters:
ParameterTypeRequiredDefaultDescription
idany[]No—A comma separated list of user IDs to fetch their presence status in bulk. Limit 50.

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genesys_users_patch_user_presences_purecloud

Patch a Genesys Cloud user’s presence Parameters:
ParameterTypeRequiredDefaultDescription
userIdstringYes—user Id
futurePresenceDefinitionobjectNo—futurePresenceDefinition
idstringNo—The globally unique identifier for the object.
messagestringNo—message
modifiedDatestringNo—Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z
namestringNo—name
presenceDefinitionobjectNo—presenceDefinition
primarybooleanNo—A boolean used to tell whether or not to set this presence source as the primary on a PATCH
selfUristringNo—The URI for this object
sourcestringNo—Deprecated - The sourceID field should be used as a replacement.
sourceIdstringNo—Represents the ID of a registered source

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genesys_users_post_users_search

Search users Parameters:
ParameterTypeRequiredDefaultDescription
enforcePermissionsbooleanNo—This property only applies to api/v2/user/search; when set to true add additional search criteria to filter users by: directory:user:view
expandany[]No—Provides more details about a specified resource
integrationPresenceSourcestringNo—Gets an integration presence for users instead of their defaults. This parameter will only be used when presence is provided as an “expand”. When using this parameter the maximum number of users that can be returned is 100.
pageNumberintegerNo—The page of resources you want to retrieve
pageSizeintegerNo—The number of results per page
queryany[]No—query
sortany[]No—Multi-value sort order, list of multiple sort values
sortBystringNo—The field in the resource that you want to sort the results by
sortOrderstringNo—The sort order for results

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genesys_users_put_user_routingstatus

Update the routing status of a user Parameters:
ParameterTypeRequiredDefaultDescription
userIdstringYes—User ID
startTimestringNo—The timestamp when the agent went into this state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z
statusstringNo—Indicates the Routing State of the agent. A value of OFF_QUEUE will be returned if the specified user does not exist.

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genesys-workforce

Genesys Workforce Management - schedules, adherence, time-off requests, management units Server path: /genesys-workforce | Type: Application | PCID required: Yes

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Tools

ToolDescription
genesys_workforce_get_workforcemanagement_adherenceGet a list of UserScheduleAdherence records for the requested users
genesys_workforce_get_workforcemanagement_managementunitGet management unit
genesys_workforce_get_workforcemanagement_managementunit_adherenceGet a list of user schedule adherence records for the requested management unit
genesys_workforce_get_workforcemanagement_managementunit_agentGet data for agent in the management unit
genesys_workforce_get_workforcemanagement_managementunit_user_timeoffrequestsGet a list of time off requests for a given user
genesys_workforce_get_workforcemanagement_managementunit_usersGet users in the management unit
genesys_workforce_get_workforcemanagement_managementunitsGet management units
genesys_workforce_get_workforcemanagement_notificationsGet a list of notifications for the current user
genesys_workforce_get_workforcemanagement_team_adherenceGet a list of user schedule adherence records for the requested team
genesys_workforce_get_workforcemanagement_timeoffrequestGet a time off request for the current user
genesys_workforce_get_workforcemanagement_timeoffrequestsGet a list of time off requests for the current user
genesys_workforce_post_workforcemanagement_agentschedules_mineGet published schedule for the current user
genesys_workforce_post_workforcemanagement_managementunit_agentschedules_searchQuery published schedules for given given time range for set of users
genesys_workforce_post_workforcemanagement_managementunit_timeoffrequests_queryFetches time off requests matching the conditions specified in the request body
genesys_workforce_post_workforcemanagement_timeoffrequestsCreate a time off request for the current user

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genesys_workforce_get_workforcemanagement_adherence

Get a list of UserScheduleAdherence records for the requested users Parameters:
ParameterTypeRequiredDefaultDescription
userIdany[]Yes—User Id(s) for which to fetch current schedule adherence information. Min 1, Max of 100 userIds per request

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genesys_workforce_get_workforcemanagement_managementunit

Get management unit Parameters:
ParameterTypeRequiredDefaultDescription
managementUnitIdstringYes—The ID of the management unit, or ‘mine’ for the management unit of the logged-in user.
expandany[]No—expand

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genesys_workforce_get_workforcemanagement_managementunit_adherence

Get a list of user schedule adherence records for the requested management unit Parameters:
ParameterTypeRequiredDefaultDescription
managementUnitIdstringYes—The ID of the management unit
forceDownloadServicebooleanNo—Force the result of this operation to be sent via download service. For testing/app development purposes

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genesys_workforce_get_workforcemanagement_managementunit_agent

Get data for agent in the management unit Parameters:
ParameterTypeRequiredDefaultDescription
managementUnitIdstringYes—The ID of the management unit, or ‘mine’ for the management unit of the logged-in user.
agentIdstringYes—The agent id
excludeCapabilitiesbooleanNo—Excludes all capabilities of the agent such as queues, languages, and skills
expandany[]No—expand

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genesys_workforce_get_workforcemanagement_managementunit_user_timeoffrequests

Get a list of time off requests for a given user Parameters:
ParameterTypeRequiredDefaultDescription
managementUnitIdstringYes—The ID of the management unit, or ‘mine’ for the management unit of the logged-in user.
userIdstringYes—The userId to whom the Time Off Request applies.

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genesys_workforce_get_workforcemanagement_managementunit_users

Get users in the management unit Parameters:
ParameterTypeRequiredDefaultDescription
managementUnitIdstringYes—The ID of the management unit, or ‘mine’ for the management unit of the logged-in user.

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genesys_workforce_get_workforcemanagement_managementunits

Get management units Parameters:
ParameterTypeRequiredDefaultDescription
pageSizeintegerNo—Deprecated, paging is not supported
pageNumberintegerNo—Deprecated, paging is not supported
expandstringNo—Deprecated, expand settings on the single MU route
featurestringNo—If specified, the list of management units for which the user is authorized to use the requested feature will be returned
divisionIdstringNo—If specified, the list of management units belonging to the specified division will be returned

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genesys_workforce_get_workforcemanagement_notifications

Get a list of notifications for the current user

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genesys_workforce_get_workforcemanagement_team_adherence

Get a list of user schedule adherence records for the requested team Parameters:
ParameterTypeRequiredDefaultDescription
teamIdstringYes—The ID of the team

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genesys_workforce_get_workforcemanagement_timeoffrequest

Get a time off request for the current user Parameters:
ParameterTypeRequiredDefaultDescription
timeOffRequestIdstringYes—The ID of the time off request

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genesys_workforce_get_workforcemanagement_timeoffrequests

Get a list of time off requests for the current user

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genesys_workforce_post_workforcemanagement_agentschedules_mine

Get published schedule for the current user Parameters:
ParameterTypeRequiredDefaultDescription
endDatestringYes—End date of the range to search. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z
startDatestringYes—Start date of the range to search. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z

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genesys_workforce_post_workforcemanagement_managementunit_agentschedules_search

Query published schedules for given given time range for set of users Parameters:
ParameterTypeRequiredDefaultDescription
managementUnitIdstringYes—The ID of the management unit, or ‘mine’ for the management unit of the logged-in user.
forceAsyncbooleanNo—Force the result of this operation to be sent asynchronously via notification. For testing/app development purposes
forceDownloadServicebooleanNo—Force the result of this operation to be sent via download service. For testing/app development purposes
endDatestringYes—End date of the range to search. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z
startDatestringYes—Start date of the range to search. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z
userIdsany[]No—IDs of the users for whose schedules to search

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genesys_workforce_post_workforcemanagement_managementunit_timeoffrequests_query

Fetches time off requests matching the conditions specified in the request body Parameters:
ParameterTypeRequiredDefaultDescription
managementUnitIdstringYes—The ID of the management unit, or ‘mine’ for the management unit of the logged-in user.
forceDownloadServicebooleanNo—Force the result of this operation to be sent via download service. For testing/app development purposes
dateRangeobjectNo—dateRange
idsany[]No—The set of ids to filter time off requests
statusesany[]No—The set of statuses to filter time off requests
substatusesany[]No—The set of substatuses to filter time off requests
userIdsany[]No—The set of user ids to filter time off requests

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genesys_workforce_post_workforcemanagement_timeoffrequests

Create a time off request for the current user Parameters:
ParameterTypeRequiredDefaultDescription
activityCodeIdstringYes—The ID of the activity code associated with this time off request. Activity code must be of the TimeOff category
dailyDurationMinutesintegerYes—The daily duration of this time off request in minutes
durationMinutesany[]No—Daily durations for each day of this time off request in minutes
fullDayManagementUnitDatesany[]No—A set of dates in yyyy-MM-dd format. Should be interpreted in the management unit’s configured time zone.
notesstringNo—Notes about the time off request
partialDayStartDateTimesany[]No—A set of start date-times in ISO-8601 format for partial day requests.
payableMinutesany[]No—Payable minutes for each day of this time off request