Your contact centers and Genesys Cloud Environments,
finally answering to plain english.
Recorded sessions · select one on the left to replay it
// TOOL REFERENCE
347 tools in 15 toolsets. The open beta ships the 242 read-only ones; tools marked write come with the full edition.
get_conversation_sentimentSentiment analysis scores for one or more conversations, evaluated on customer phrases.get_conversation_topicsSpeech & Text Analytics topics detected for a conversation — business-level intents and themes.get_conversation_transcriptStructured transcript with speaker labels, utterance timestamps, and per-turn sentiment.get_leaderboardGamification leaderboard for a date range: agent rankings, points, and performance scores.query_agent_performanceHistorical metrics for agents across all queues: conversations handled, talk time, AHT, CSAT.query_agent_presence_activityTime each agent spent in each presence state (Available, Busy, Away, Break, Meal, Meeting…).query_agent_queue_performanceHistorical metrics broken down by agent × queue: nConnected, talk time, handle time, wrap time.query_audit_logAudit log for a date range — who changed what resource, when, and from which IP.query_flow_aggregateFlow entry counts (nFlow) per date range — zero-entry flows have had no traffic.query_queue_metricsHistorical metrics for queues: offered, connected, transferred, abandoned, ASA, AHT.sample_queue_conversationsRepresentative conversation analytics sample for a queue and date window.get_voice_call_qualityVoice quality metrics (MOS, jitter, packet loss, codec) for conversations by ID.Anyone can request access. Each request is reviewed and approved by hand.
Tell us about your Genesys Cloud setup and we will reply by email.
Request access →Tell us about your Genesys Cloud setup. We reply by email.