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Table structure:

  • Id - String
  • Alignment - String
  • Heading - Text
  • Text - Wikitext
  • Image - File
  • DeploymentTypeId - List of String

This table has 116 rows altogether.

Page Id Alignment Heading Text Image DeploymentTypeId
Draft:GenesysEngageMulticloud/Current/GECUG/AnalyticsServices 32436e7e-61e3-447e-a3e3-7199d2935108 Reporting (Real-time and Historical) The service includes operational and historical reporting. Web-based, near real-time operational reporting is provided through a standard set of reporting templates or widgets. New operational reporting templates can be authored and/or customized by Genesys for additional fees.

For historical reporting, many configurable templates are available. Users can directly tailor historical reports using filters and drill-down features of the existing reports, as well as modify or build a new report with a few drag-and-drop maneuvers via a standard web-enabled user interface. Custom reports can be saved in a shared repository or to the desktop for offline use. The reports can be accessed subject to role-based restrictions and automatically distributed via various media, including mobile devices. Users can download detailed interaction information to perform additional analytics based on the customer’s business requirements.

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Draft:GenesysEngageMulticloud/Current/GECUG/AnalyticsServices 715e115c-9615-4fad-811c-d6e2a3b859d8 Designer Analytics Designer Analytics offers a close-to-real-time view of what is happening in your contact routing environment. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
Draft:GenesysEngageMulticloud/Current/GECUG/Billingmeasurementdefinitions e7055dd6-8978-4520-bb68-6faad2e485b5 Billing measurement definitions Download the spreadsheet, available here. The spreadsheet defines the measurements used in all Genesys Multicloud CX offers, including Private Edition, to determine consumption for billing purposes.

Genesys Multicloud CX billing measurement definitions

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Draft:GenesysEngageMulticloud/Current/GECUG/CollaborationServices 46f2888a-0358-4b95-9da3-9aa283f328d2 Genesys Softphone Genesys softphone for voice calls that seamlessly integrates with the agent desktop user interface. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
Draft:GenesysEngageMulticloud/Current/GECUG/CollaborationServices b2944711-399d-4049-b15f-b3ce494c7598 WebRTC Media Service Agents can use a browser-based softphone using the WebRTC protocol. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
Draft:GenesysEngageMulticloud/Current/GECUG/CollaborationServices b413ecb9-e7ad-4657-9e83-7f4a847a899c Desk Phone Support Hard phone SIP support is either directly connected to Genesys Multicloud CX or serviced from another SIP-enabled solution. Please note that Genesys hosted Engage Azure currently does not support Desk Phone. ec194bf2-b79a-436d-8ff6-eaff94d9f43a
Draft:GenesysEngageMulticloud/Current/GECUG/CollaborationServices b5521b69-9a92-4f41-95c8-1adfa79d6f5b PSTN & PBX Based Agents Agents may use any PSTN-based or PBX-based phone set as long as the phone has Direct Inward Dialing (DID). ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
Draft:GenesysEngageMulticloud/Current/GECUG/DataRetentionpolicy 00bd7b5f-d5a2-44e5-8678-660d99766260 Policy
  • Clarification of Retention Period: if the default Retention Period for a certain type of Data is two (2) months, then Data created on March 20th will be retained until the end of May 20th after which point those records will be destroyed or overwritten.
  • All customer Genesys Multicloud CX Platform Data will be purged upon contract termination with a 30-day grace period, whether or not the Data has reached its maximum retention period.
  • All Data Retention Periods are subject to suspension if a Legal Hold notice is issued.
  • If any part of the Data is subject to regulatory guidelines regarding its retention, then the regulatory- or legally-mandated data retention period shall apply.
  • The following tables list the default and maximum Retention Periods by Solution Category. Unless otherwise specified by contractual agreement, Genesys will apply the specified default Retention Period to all Solution categories.
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Draft:GenesysEngageMulticloud/Current/GECUG/DataRetentionpolicy 10e5d465-88a9-4290-87d8-47dbcdcfd9bc Data retention period by solution category

Customer Engagement

Default retention Max retention Data usage Options past retention period
Inbound IVR Call flow data 90 days 36 months Real-time analysis & troubleshooting Download available – GIM BI
Voice routing and traffic UCS contact profile End of contract End of contract Customer contact data N/A
Post voice call survey Response data 90 days 36 months CX analysis Download available – GIM BI
Private and group voicemail Message media End of contract End of contract User-managed messaging N/A
Digital Email/chat UCS interaction history (transcripts and so on) 90 days* 90 days* Best practices
Outbound Voice Campaign (calling) list 72 hours 72 hours List refresh Download available
Call results (detail records) 16 months 16 months Success rate Download available
Self service Enterprise IVR Call flow data 90 days 36 months Real-time analysis & troubleshooting Download available – GIM BI
*Per interaction. All chained interactions (that is, email responses) are kept until 90 days past the last interaction.

Employee Engagement

Default retention Max retention Data usage Options past retention period
WFO GIR Voice recordings 13 months* End of contract* Compliance & legal purposes Download available
Screen recordings 13 months* End of contract* Training and compliance Download available
QM QM evaluations 13 months End of contract Training Download not available
QM reports 90 days 36 months Required for QM/training purposes Store up to 3 years
WFM Forecasting, scheduling, reporting, configuration, calendar 36 months 60 months Workforce trends Store up to 5 years
OmniChannel Desktop Workspace UCS interaction history (transcripts and so on) 90 days** 90 days** Best practices
UCS contact profile End of contract End of Contract Customer contact profile N/A
Storage charges apply from Day 1 of storage.

Per interaction. All chained interactions (that is, email responses) are kept until 90 days past the last interaction.


Business Optimization

Default retention Max retention Data usage Options past retention period
Analytics Historical Reporting GIM data (includes Designer Call Flow data) 13 months 36 months Trending and performance analysis Download available – GIM BI
Platform Designer Analytics (Elastic Search) 90 days 36 months Short-term analysis & call flow tuning Download available – GIM BI
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Draft:GenesysEngageMulticloud/Current/GECUG/DigitalServices 134da36d-7ee3-4363-8b51-5471c85a3d79 Genesys Predictive Engagement Genesys Predictive Engagement uses machine learning and AI to build predictive models in real time to segment visitors, prospects, and customers into Personas to determine the ideal moments to engage with them. Currently, Chat and Content Offers are supported. Create your desired business outcomes and action maps to support personalized proactive engagement. To learn more about Predictive Engagement, visit the Resource Center. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
Draft:GenesysEngageMulticloud/Current/GECUG/DigitalServices 35f73917-b123-4bd1-8a0d-d41beee5eb51 Web callback Web Callback enables end consumers to click on a “request callback” link on a website, input data on a webform, and request a callback from the customer either immediately or at a scheduled time. Callback reporting provides active (real-time) and analytic (historical) views of how effectively your callback strategy is meeting consumer needs. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
Draft:GenesysEngageMulticloud/Current/GECUG/DigitalServices 6bb735dc-e269-4119-bc64-62043534b6f9 Chat Genesys Advanced Chat provides both live and asynchronous assistance to your web and mobile customers, allowing for long-lived meaningful conversations. Advanced Chat includes the ability to send and receive emojis, images, and other files, plus it integrates seamlessly with our chatbot solution and Genesys Predictive Engagement for proactive invitations to chat. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
Draft:GenesysEngageMulticloud/Current/GECUG/DigitalServices 92eddd4e-3c34-4b93-91c2-47d6ad68b69a Email Genesys Email allows our customers to effectively capture, manage, and respond to customer email inquiries with the same routing, agent desktop and reporting as your Genesys Multicloud CX voice interactions. Genesys Email uses your business rules and defined SLAs to categorize and constantly re-prioritize your backlog of messages before routing them to the best available resource. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
Draft:GenesysEngageMulticloud/Current/GECUG/DigitalServices 9928f566-5632-40c1-bc91-139df6f9ead0 Social Engagement (Facebook and Twitter) There’s no getting around it – customers today are talking about your business on social media – either hoping to interact with you directly or sharing opinions with others about their experiences with your business. Genesys Social Engagement allows companies to:
  • Manage and reply to comments on public posts that need attention, including Twitter handles and mentions.
  • Conduct private conversations across Facebook Messenger & Twitter Direct Messaging.
  • Handle public-to-private conversations for higher customer satisfaction.
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Draft:GenesysEngageMulticloud/Current/GECUG/DigitalServices a0a981b3-6a62-4d26-a366-d7c6a2266fd8 SMS Genesys SMS provides a convenient way for enterprises to engage with customers over a fast and easy channel. Use short codes, local, and toll-free numbers to communicate to any phone, anywhere in the world. Also includes support for multimedia messaging (MMS) to enhance your SMS conversations. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
Draft:GenesysEngageMulticloud/Current/GECUG/DigitalServices a91c3d8d-7a4e-4e52-9cb4-2ec9c67aed0d Co-browse IMPORTANT NOTE: Genesys Co-browse is available only to existing customers who currently subscribe to the service. Customers wishing to add a co-browsing service to their Genesys Multicloud CX subscription should contact their Genesys representative for available options.

Genesys Co-browse lets consumers and customer service agents conduct co-browsing sessions that, in conjunction with real-time chat or phone support, enable more effective and personalized online assistance. By being able to view what online consumers are seeing, the agent can help with everything from resolving shopping questions to completing forms and applications.

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Draft:GenesysEngageMulticloud/Current/GECUG/DigitalServices b7ed95ee-2105-4cf1-ab69-e689808de494 WhatsApp Messaging Manage long-lived, asynchronous WhatsApp interactions in your Genesys Multicloud CX solution to offer customers the convenience of messaging within the fastest-growing messaging channel in the world. Supports outbound template messages, bots, and linking to existing customer profiles. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
Draft:GenesysEngageMulticloud/Current/GECUG/DigitalServices fab4929d-849e-48d2-939d-f1f04f87670a Widgets Genesys Widgets provides a library of configurable, extensible, dynamic, and context-aware business widgets, which incorporate the user interface, business logic, and connections to your backend Genesys Multicloud CX Services. Genesys Widgets can be used on websites and in web applications to provide a personalized experience for your consumers:
  • Web and Mobile Chat
  • Callback
  • Click-to-Call
  • Co-browse
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Draft:GenesysEngageMulticloud/Current/GECUG/General Data Protection Regulation (GDPR) 754543cb-8da5-444a-85cc-10805ab167bb What is GDPR? GDPR is a regulation in EU law passed by the European Union in 2016, setting new rules for how companies manage and share personal data. It addresses the export of personal data outside the EU. The GDPR is applicable for enterprises across globe that store EU citizens data.

The regulation applies if the data controller, an organisation that collects data from EU residents, or processor, an organisation that processes data on behalf of a data controller like cloud service providers or the data subject (person) is based in the EU. The regulation also applies to organisations based outside the EU if they collect or process personal data of individuals located inside the EU.

Note: The purpose of this document is to help organizations understand how Genesys Services can be utilized to help them comply with certain regulatory requirements, including EU General Data Protection Regulation. Some of the Genesys Services features described herein may or may not be available based upon an organization’s specific environment and Genesys Services acquired.

The information in this document may not be construed or used as legal advice about the content, interpretation or application of any law, regulation or regulatory guideline. Customers and prospective customers must seek their own legal counsel to understand the applicability of any law or regulation on their processing of personal data, including through the use of Genesys’ products or services.

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Draft:GenesysEngageMulticloud/Current/GECUG/General Data Protection Regulation (GDPR) 894ecf05-dc62-4063-ac97-398a8cef0322 What data comes under the scope of GDPR? According to the European Commission, "personal data is any information relating to an individual, whether it relates to his or her private, professional or public life. It can be anything from a name, a home address, a photo, an email address, bank details, posts on social networking websites, medical information, or a computer’s IP address." This data is called personally identifiable information (PII). {{{DeploymentTypeId}}}
Draft:GenesysEngageMulticloud/Current/GECUG/General Data Protection Regulation (GDPR) bb60b3e1-cd7c-4d0c-9440-bc5ad03c7888 How does Genesys Multicloud CX support compliance with the rights defined by GDPR? Genesys holds EU citizens' data for the purposes of executing processing on behalf of customers. While Genesys customers are the data controllers for GDPR purposes, Genesys has a responsibility to support customer compliance with GDPR requests. The following table describes Genesys support for GDPR rights.


Right Genesys Support
Right of Consent Requirements to meet Right of Consent apply outside the Genesys platform. In general, Genesys does not collect data unless it has been determined to be necessary to meet the use cases of customers, who are the data controllers from the point of view of GDPR compliance. Although Genesys might collect aggregate or pseudo-anonymized information for purposes such as statistical and best-practices analysis, Genesys does not utilize customer data for purposes that require consent from consumers. However, be aware that some information you collect for business purposes might incidentally be captured in the Genesys platform (for example, in a transcript record).
Right of Access and Portability Genesys provides processes to export PII if the data is held for more than 30 days, so that customers can comply with Right of Access requests from consumers.
Right of Erasure (Forget Me) Genesys provides processes to delete, redact, or pseudo-anonymize PII if the data is held for more than 30 days, so that customers can comply with Right of Erasure requests from consumers.
Breach Notification Genesys maintains a Product Security Incident Response Team (PSIRT) to collaborate with customers in data breach scenarios.
Privacy by Design As described on other pages in the Genesys Security Deployment Guide (this document), security measures that protect customer data are part of standard Genesys design requirements.
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Draft:GenesysEngageMulticloud/Current/GECUG/Genesys Multicloud CX support for GDPR 4082501f-2c74-4f70-b1f5-c8a581eae5ee Customer Expectations & Assumptions For "forget" or "export" requests, customers are expected to:
  • Limit the set of "request initiators" to a small, qualified set of resources.
  • Ensure a consumer's requested devices are accurately provided. By transposing a digit in a phone device, a "forget" request for an unintended consumer could be initiated OR possibly worse, "export" results for the wrong party could be produced which, if not reviewed before distribution, are a breach of privacy. Any processed "forget" requests will result in irreversible anonymisation for their devices, if found.
  • Ensure expected execution-log files are received. Depending on number of requests in the posted payload, more than 1 execution-log may result. If no results are found, correct posted file names.
  • Check execution-log files for error messages for any provided device and repost any corrected files as needed to completely satisfy their consumer's request.
    • For "forget" requests, translate execution-log results into a consumable confirmation to their consumers, if needed.
    • For "export" requests, review, filter, or transform archive results to ensure that only results for the intended consumer(s) are provided.
  • Refrain from posting their consumer's GDPR requests or results to forums or portals (whether Genesys-provided or not) as doing so perpetuates PII on other platforms.
  • Remove a consumer's data from future files posted to Genesys platforms. GDPR requests will result in a one-time removal as of that point in time and do NOT result in additions to device or clientID suppression/DNC. If suppression is additionally desired as a "safety check," customers already have UI or API methods to take that action.

Note: A "forget" request will result in an entity in scope (historical contact attempt record, list record, etc.) to be no longer searchable by device. This is because found devices are turned into unrecognizable placeholder equivalents. For this reason, the only way to confirm "forget" behavior after processing a request is to submit an "export" request or do a contact trace/search by ClientID to confirm that fields with PII have been redacted.

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Draft:GenesysEngageMulticloud/Current/GECUG/Genesys Multicloud CX support for GDPR a959eea8-6c7a-4273-a847-2cc5f0a5d493 Process for Genesys Multicloud CX
  • Open a support case using the Customer Care portal.
  • Select the Case Sub Type of Data Privacy.
  • Provide the input JSON file. This JSON file will contain information on what action is required to be taken and will also include the consumer-identifying input for GDPR requests (forget me and/or export).
  • Customer Care can assist in creating the JSON files that will form the input for the Export or Delete request. Customers can also create these JSON files. See JSON Format for a sample format.
  • Genesys will then process the JSON files to fulfill the request.
  • After the file is processed, Customer Care will post the execution log or exported records to the SFTP site in the Case (Under Transfer Files).
  • The customer can validate the execution log and based on the response messages, a follow-up action may be required. If the execution was not successful, a corrected request may be resubmitted.

Notes for Outbound

  • The shortcodes array in the request is used only to execute searches for the mobile channel (SMS/MMS). You can skip it or provide an empty array.
  • If shared shortcodes are specified in the request, they will not be included in the exported result.
  • The accountid is created during the provisioning process and is required for Outbound. PEC Care can obtain this value for each tenant if it is not already known.

Notes for Portico Aggregation or Mobile Messaging Manager (MMM)

  • The shortcodes array in each JSON request is mandatory for these products since they are exclusively used for mobile messaging (SMS/MMS).
  • If shared shortcodes are specified in the request, they will not be included in the exported result.
  • The accountid parameter can be ignored.
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Draft:GenesysEngageMulticloud/Current/GECUG/Genesys Multicloud CX support for GDPR d1528603-2797-44e2-87c2-87a1741d2cf7 JSON File Format Genesys has a standard JSON format for both Right of Erasure (Forget Me) and Right of Access and Portability (Export).

Input JSON File Naming Conventions

Customers create a plain-text JSON file using the following pattern: <request_type>-<date:yyyyMMdd>_<uniqueID_or_timestamp>.json where

  • <request_type> is either forget or export.
  • <date:yyyyMMdd> allows for limited pickup of files placed on the directory structure by date. Automated processing will occur on files matching the current date only.
  • <uniqueID_or_timestamp> to ensure filenames are unique within a day. Files with the exact same name should not be posted to the pickup location.

Example file name: forget-20180315_120000.json OR export-20180315_120000.json

Submit File Content

The following sample can be used as a starting template. It models a request for 2 different GDPR compliance requests. This request format can be pasted into a tool like JSON Editor Online to visualize and edit within the structure. It is beyond the scope of these directions to cover a description of the JSON structure or suggest any tools that can be used to help create or edit JSON.

  • requests - An array of one or more request objects. At least one is required.
  • requestcase - (Optional and not processed) Used to match requests with results. This can be used to store a ticket case number or internal identifier.
  • shortcodes - An array of shortcodes used for SMS activity. If SMS channel is not used, submit an empty array.
  • accountid - A string containing the account number to search within the Engage platform. This can be an enterprise account number which will search all accounts in an enterprise.
  • type - "FORGET" or "EXPORT" are the only supported values. All requests in the payload should have the same type and should match the file name prefix.
  • contacts - An array of device type and value pairings. Specify as many or as few as specified by the end user. Allowable device types within the contacts array: phone, email, ipaddr:
    • phone - must be in ITU E.123 international format: like +1 781 555 1212
    • email - must follow standard email conventions (include 1 "@" and no less than 1 dot in domain portion, no illegal characters in username)
    • ipaddr - likely to be supplied in IPv4 format (4 sets of numbers with 3 dots between)


Submit File Location

Properly named files shall be posted to a directory named GDPR_Submit on the supplied SFTP account. Only files placed in this specifically named directory will be processed.

Delete/Export Result Format and Retrieval

Result File Retrieval Location

A properly named and submitted file will generate a result file for DELETE or EXPORT requests. All result files will be found in a directory on the same SFTP account named GDPR_Result.

Result File Naming

Result files will have the exact same name as submitted files except a suffix will be appended: -execution-log

Example result file name format: forget-20180315_120000-execution-log.json OR export-20180315_120000-execution-log.json

Result File Content: Execution Log

Result files contain the original request array. The result array is appended and follows the same format as the original request with the inclusion of a new property named "response" within each "contacts" object. The string value for "response" will always either be "SUCCESS" or "ERROR" followed by some additional explanation for the error. It is important to note that any errors found apply only to processing for that contact device. This means that a request against other contacts will not be stopped because of the failure for one. The expected action simply will not have been completed for the error device: Not deleted in the case of "forget" requests and is not provided in any result content for "export" requests. Any "ERROR" devices will need to be corrected and resubmitted.

Both "SUCCESS" and "ERROR" responses include support for an additional reason message. All "ERROR" responses will include this additional reason. "SUCCESS" responses will include a "not found" message if the device did not return results.


Result File Content: Export Results

Export results will have the exact same name as submitted files except a "-archive" suffix will be appended and the results will be bundled in a .zip archive. Example name: export-20180315_120000-archive.zip

Any exported data that is derived from a list (active contact records or historical contact attempt records) will be exported as plaintext, comma-delimited CSV.

Export result archives WILL NOT include call recordings (though they are in scope for FORGET requests). To extract call recordings, customers should run one or both of the Script Recording or Client Recording reports via the Account Manager's "Reports" tab.

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Draft:GenesysEngageMulticloud/Current/GECUG/InboundServices 296ad2e9-ecc1-45b4-af69-80209249e226 Designer Omnichannel Applications Build your self-service and routing applications once and point the application to voice, chat, email, and other digital channels. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
Draft:GenesysEngageMulticloud/Current/GECUG/InboundServices 30028242-2137-4396-ab6f-f92f9d43a933 Context Routing Genesys Context Routing allows businesses to access their customer data to personalize the voice, IVR, and digital routing experiences for their consumers.

Most common use cases:

  1. Observed Customer Preference – Personalize IVR menus based on customer preference.
  2. Customer Value Segmentation – Provide specialized routing or menus based on customer value.
  3. Campaign Response – Recognize when an interaction is in response to an outbound campaign.
  4. Third-Party Activity – The routing application checks a third-party for service status – like cable router offline. For phone calls, the customer can bypass standard IVR menus and get routed to the right agent based on the type of issue.
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Draft:GenesysEngageMulticloud/Current/GECUG/InboundServices 3a13ecf5-76fa-4928-a58c-ba0eafafb37d Private and Group Voicemail Genesys Voicemail enables group and personal voicemail. Features include the capture of messages, playback, deletion, and storage, as well as a Message Waiting Indicator on the Agent Desktop. Email notification is also supported. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
Draft:GenesysEngageMulticloud/Current/GECUG/InboundServices 53c73bb2-3550-4eb7-9cbf-5d5565019e05 Queue Callback The Genesys queue callback service allows consumers to request a callback when they are in queue, either as soon as possible, or at a scheduled time. Callback reporting provides active (real-time) and analytic (historical) views of how effectively your callback strategy is meeting your customers’ needs. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
Draft:GenesysEngageMulticloud/Current/GECUG/InboundServices 793b8e1a-82e7-483a-ad49-6d11de60e3d6 Predictive Routing with Designer Predictive Routing with Designer determines the best possible match between waiting interactions and available agents by drawing on accumulated agent and interaction data, analyzing interactions and outcomes, and generating models to predict outcomes. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
Draft:GenesysEngageMulticloud/Current/GECUG/InboundServices 8bab470b-9fe8-42d8-9331-a5510b7aee3c Post-call Voice Survey The Voice service includes an integrated and simple-to-engage voice survey option that allows for reliable measurement of customer satisfaction through post-call surveys that include the ability to capture and report on metrics related to the user experience. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
Draft:GenesysEngageMulticloud/Current/GECUG/InboundServices e69fb14e-2280-4227-9ea8-e7cde2efbd1b Inbound Voice Routing and Traffic Using operational parameters and rules, administrators can control both custom routing strategies installed at the time of provisioning, and pre-defined templates made available with the service. The customer’s contact center hours of operation are an example of an operational parameter that can be configured by administrators.

The inbound voice IVR service includes standard DTMF signaling and supports advanced options including Text to Speech (TTS). Automatic Speech Recognition (ASR) is currently available for Genesys CX on AWS and will be available in Q3 2021 for Genesys CX on Azure.

With the rich control afforded by operational parameters and rules, administrators have a web-based mechanism to control the service in near real time. More complex routing changes may require either a Move/Add/Change/Delete (MAC/D) Services Order (placed with Customer Care) or a Statement of Work (SoW) through Professional Services, depending on the complexity of the requirement.

Routing Analytics provide the ability to view, in near real time and historically, the effectiveness of your routing applications to better understand your customer experience.

Throughout the lifecycle of the service, the Genesys Multicloud CX Customer Portal (also known as Portal) will evolve to allow more customer administrative and routing changes to be made without a MAC/D Services Order. Customers will always have the option of engaging Professional Services (via a SoW) to make more complex changes.

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Draft:GenesysEngageMulticloud/Current/GECUG/InboundServices edaa7960-e4ef-4771-8d8c-fb718539f304 Designer (Voice and Digital) Genesys Designer provides a simple intuitive web-based interaction flow design tool. It supports both self-service and assisted-service call flows and digital flows. Designer includes predefined routing blocks to support after-call voice surveys as well as immediate and scheduled callback. This same administration tool also provides support for managing operational parameters and announcements. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
Draft:GenesysEngageMulticloud/Current/GECUG/IntegrationServices 08e815a9-b6fb-4bb9-a2a1-648223dc0ac1 Supported APIs

WWE Service Client API

The WWE Service Client API enables developers to create custom agent applications that integrate with Genesys Multicloud CX services. These applications can include features such as state management, call control, supervisor monitoring, and call recording.

Genesys Multicloud CX Provisioning API

Configure tenant environment, create users, and retrieve configuration data.

Genesys Multicloud CX Statistics API

Create a subscription for multiple statistics and receive notifications when values of those statistics change.

Genesys Multicloud CX Workspace APIs for Voice and Chat

Develop your own custom agent applications that integrate with Genesys Voice and Chat.

Genesys Engagement Services (GES) APIs

GES APIs support your mobile applications and can be used to query Genesys Multicloud CX for Estimated queue wait time, Hours of Operation, Available Timeslot, and Create/Query/Cancel Callback.

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Draft:GenesysEngageMulticloud/Current/GECUG/IntegrationServices 16004f69-2f5e-4896-a6ed-6a7d9eaec49c Task Routing Task Routing allows you to implement a single orchestrated routing platform for all interaction types. You can use our REST API from your on-premises or cloud application to submit interactions to Genesys Multicloud CX. The Task Routing API also supports ‘get info’ and updating attached data. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
Draft:GenesysEngageMulticloud/Current/GECUG/IntegrationServices 4386bde8-b72b-4085-94bd-e853ac487771 Bulk Data Export – WFM, Infomart, and Interaction Recordings The Genesys Multicloud CX service includes the ability to provide data export services for integration into your on-premises system of records solutions. This includes the ability to export and integrate data collected from:
  • Agent, Queue, Call Flow, and Interaction metrics across all channels (Historical Data Feed)
  • Genesys Multicloud CX Workforce Management (WFM ETL)*
  • Voice and Screen recordings and metadata (Recording Call Backup Service (RCBS), used in conjunction with GIR)*
  • Voice Recordings (Recording Connector)**
  • QM evaluations and GIA categories (QM&GIA Data Export)*

Data exports are automated and can be downloaded based on the customer-preferred schedule.


*Genesys CX on AWS only.

**Genesys CX on Azure only.

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Draft:GenesysEngageMulticloud/Current/GECUG/IntegrationServices 6501325c-eb90-4188-a234-e5ab20499ef0 AppFoundry The Genesys AppFoundry marketplace makes it easier for our Genesys Multicloud CX customers to access extended solutions built specifically for vertical and business needs. With AppFoundry, the broad community of Genesys Multicloud CX customers can easily find custom contact centers and customer experience applications available from third parties. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
Draft:GenesysEngageMulticloud/Current/GECUG/OmnichannelDesktopServices 309562f7-b21c-404f-80ad-f567604491de Agent Scripting (AppFoundry) Agent Scripting is available through our AppFoundry marketplace from various third parties. These scripting tools can be used to prompt agents through the call-handling process with customers. They can be used for either inbound customer service or outbound telemarketing calls. Agent Scripting is a powerful tool that supports branching to guide agents through different paths of the script, depending on the customer’s answers to scripted questions. Additionally, agents can capture information about customers and update the customer database, process orders, or track ongoing customer service calls. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
Draft:GenesysEngageMulticloud/Current/GECUG/OmnichannelDesktopServices 540a5b94-718c-4502-8ee9-5a6d1cceded9 Supervisor Workspace The web-based Genesys Supervisor workspace desktop supports a variety of functions required by supervisors to accurately lead and manage their teams. The supervisor workspace includes the ability to:
  • Monitor voice and chat interactions with coach and barge-in support for monitored interactions.
  • Provide QA review of emails.
  • Monitor and manage agent states.
  • Manage and edit interaction queues and workbins.
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Draft:GenesysEngageMulticloud/Current/GECUG/OmnichannelDesktopServices aebadaaf-27fb-46d1-94f5-9733fb9e134a Agent Workspace Genesys Workspace Web provides a web-based agent desktop that supports a variety of consumer interaction channels. The service can be easily integrated with a defined set of customer relationship management (CRM) or back-office applications via standard Genesys adapters. The service can also centralize multiple web applications through a common interface and facilitate desktop navigation and workflow.

The agent workspace provides a variety of flexible configuration options that can be provisioned by the customer administrator. Options include:

  • Providing a screen pop with the relevant attached data, including the ability to pass this attached data to a defined URL.
  • Displaying consumer interaction history on recent interactions.
  • Displaying user and service statistics.
  • Setting Not Ready Reason codes and Disposition codes.
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Draft:GenesysEngageMulticloud/Current/GECUG/OmnichannelDesktopServices b0b8d952-5315-47da-8a54-2153613a0961 CRM Adapter The combination of Genesys with CRM applications significantly improves agent and enterprise productivity. Genesys provides the following integration options for the most popular CRM.

Gplus Adapter for Salesforce

Genesys Gplus Adapter for Salesforce enables integration of the Genesys Agent Desktop with Salesforce Sales or Service Cloud. In addition to the features provided by the Agent Desktop, the adapter includes key integration points:

  • “Screen Pop” – display and/or create a Salesforce object such as contact, account, or case, or open a Sales for Object Flow.
  • Create an Activity Task as a log of the call, with standard and customizable exchange of information between Genesys and Salesforce.
  • Invoke Salesforce Apex.
  • Support for the Service Client API to be invoked from Salesforce.
  • Click-to-dial from Salesforce phone number fields.

Gplus Adapter for Microsoft Dynamics 365

Genesys Gplus Adapter enables you to integrate inbound voice interactions with MS Dynamics 365 Sales or Customer Service applications. It offers screen pop of Dynamics 365 entities such as contact, account, or cases. Voice-interaction controls allow access to interaction controls such as accept, reject, end, hold, resume, transfer, and conference.

  • Support for Microsoft Dynamics 365 Cloud Customer Engagement Application, Sales or Customer Service application.
  • Support for Microsoft Dynamics 365 Channel Integration Framework (CIF) V 1.0.
  • Support for Microsoft Dynamics 365 Channel Integration Framework (CIF) V 2.0.
  • Support for Microsoft Universal Service Desk using CIF V1.0 or 2.0.

Gplus Adapter for ServiceNow

Genesys Gplus Adapter enables you to integrate inbound voice interactions with ServiceNow. It offers screen pop of ServiceNow objects such as contact, account, or cases. Voice interaction controls allow access to interaction controls such as accept, reject, end, hold, resume, transfer, and conference. Other features include basic agent real-time performance tracker and click-to-dial outbound calling from ServiceNow.

  • Support for ServiceNow Geneva or later releases.
  • ServiceNow Customer Service Management application needs to be enabled.
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Draft:GenesysEngageMulticloud/Current/GECUG/OpenPlatformServices 064e38b3-d65b-47c7-a4a6-136c9c336a44 Infrastructure Genesys is responsible for all aspects of the Genesys Multicloud CX Service infrastructure located between the points of service demarcation with the customer’s network, including Genesys-provided third-party applications, and other software, servers, select telecom services, load balancing, disaster recovery, capacity management, and more. Genesys’ role and responsibility is further subject to the Genesys Multicloud CX Customer Care Support Guide. The service is available in the following regions, subject to current country-specific legal or regulatory constraints.


Genesys CX on AWS
  • USA
  • Canada
  • Europe
  • APAC
Genesys CX on Azure
  • March 31, 2021: United States of America
  • April / May 2021: Europe
  • End of September 2021: APAC
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Draft:GenesysEngageMulticloud/Current/GECUG/OpenPlatformServices 2756874b-44fe-42a1-8935-05f9ba3150b2 Supported Hard Phones {| class="wikitable"

!Vendor !Phone Model !Firmware Version |- |AudioCodes |All 4xxHD Phones (420HD, 430HD, 440HD) |2.x (2.2.2+) |- |Genesys |420HD |2.x (2.2.2+) |- |Polycom |VVX IP Phones (VVX300, VVX400, VVX500, VVX600, etc.) |4.x, 5.x |- |Polycom |SoundPoint IP Phones (320, 335, 450, 550, 650, 670, etc.) |3.2.x, 4.0.x (v4.0.3.7562+) |}

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Draft:GenesysEngageMulticloud/Current/GECUG/OpenPlatformServices 4aa82134-4f68-4e77-980e-699e6c372f2c Agent Setup Agent Setup is the Genesys Multicloud CX user management tool that provides support for customer administration of their contact center personnel resources. Among other capabilities, it includes support for:
  • Agent & Skills management
  • Bulk user provisioning (import and export of configuration data)
  • Agent and supervisor workspace management and configuration
  • Managing Caller ID for Outbound calls through the desktop
  • Managing screen pop content
  • Managing agent views
  • Change control and audit
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Draft:GenesysEngageMulticloud/Current/GECUG/OpenPlatformServices 80aa1880-2d84-405c-ada8-c2c676c7ffee Supported Standards and/or Certifications
  • SOC-II
  • ISO 27001
  • GDPR
  • PCI-DSS
  • HIPAA
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Draft:GenesysEngageMulticloud/Current/GECUG/OpenPlatformServices 904090c8-5aeb-4992-bd5a-15cec5f03691 Cloud Data Download Service (CDDS) The Cloud Data Download Service allows Genesys Multicloud CX customers to export and download multiple types of data from a single user interface. Annual or scheduled exports can be configured by the user in the CDDS UI. The service currently supports data export from UCS. ec194bf2-b79a-436d-8ff6-eaff94d9f43a
Draft:GenesysEngageMulticloud/Current/GECUG/OpenPlatformServices 958a8ec1-67ed-458e-9c0b-e69cae81b67a Portal The main access point to all Genesys Multicloud CX user interfaces is the Genesys Multicloud CX Portal. The interfaces on the Portal are divided into three separate categories:
  • User interfaces – standard interfaces to contact center services such as Agent and Supervisor workspace, Workforce Management, and Reporting. These interfaces are used by agents, supervisors, and managers.
  • Administration interfaces – used by Contact Center administrators, supervisors, and managers to configure users, resources (such as IVR), and applications based on their roles.
  • Support interfaces – used by authorized contact center administrators to submit requests with Genesys Customer Care and to view service status and schedule.
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Draft:GenesysEngageMulticloud/Current/GECUG/OpenPlatformServices abc68310-594d-4503-8fc6-e163f9a464ca OS and Browser Support Genesys Multicloud CX services support a selection of popular operating systems and web browsers. Details are maintained on the Genesys Multicloud CX documentation site. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
Draft:GenesysEngageMulticloud/Current/GECUG/OpenPlatformServices b228c8d5-2aa3-46b5-a0a3-3fff30fd6542 Device Management Enables a Genesys administrator to centrally manage and configure AudioCodes and Polycom SIP phones. ec194bf2-b79a-436d-8ff6-eaff94d9f43a
Draft:GenesysEngageMulticloud/Current/GECUG/OpenPlatformServices c8a0db8f-aa46-4bcd-ac1f-1e9f29524a25 Supported Softphones {| class="wikitable"

!Soft Phone Vendor !Phone Model !Phone Version |- |Genesys |SIP Endpoint SDK |8, 8.1, 8.5 |- |Genesys |Workspace SIP Endpoint |8, 8.1, 8.5 |- |Genesys |Softphone |8.5, Genesys Softphone 9.0 |}

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Draft:GenesysEngageMulticloud/Current/GECUG/OpenPlatformServices d4410a60-9378-420c-8887-47cca292dea3 Telecom Architecture User access to the service is the responsibility of the customer. The customer provides bandwidth and availability based on the minimum requirements provided by Genesys. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
Draft:GenesysEngageMulticloud/Current/GECUG/OutboundServices 2cc83db5-5c83-4ce8-b44d-0101636d3697 Voice Outbound The Genesys Multicloud CX-based dialer lets you develop sophisticated outbound contact strategies that leverage preview, predictive, and progressive dialing.
  • Preview Dialing – Distribute calls from a list to the agent’s desktop on request.
  • Progressive Dialing – Initiate an outbound call when an agent is available and no calls are in queue.
  • Predictive Dialing – Leverage a predictive dialing algorithm to pace outbound calls, including compliance, auto pacing, and unproductive call filtering (voicemail, busy, disconnected numbers).
  • Blending Inbound/Outbound – The dialer supports the blending of inbound calls and outbound campaigns, allowing agents to balance their time in a manner that delivers higher customer satisfaction and service levels.
  • Outbound Automated Voice Messaging – Automated message notification service enables you to proactively notify customers about upcoming appointments, prescription availability, or other key events.

Separate provisioning fees will apply for Genesys to create and manage outbound dialing campaigns and enable blended inbound/outbound dialing on the customer’s behalf.

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Draft:GenesysEngageMulticloud/Current/GECUG/OutboundServices b3bb6d4b-8bb7-412d-978f-2f36af1825c9 Proactive Outbound – SMS and Email Genesys Outbound SMS and Email supports automated one-way and interactive text or email message campaigns to customers without involving an agent. Included is the ability to create standalone message campaigns or sophisticated multi-channel, blended outbound campaigns using Dialer, Outbound IVR, Text and/or Email channels that leverage escalation capabilities based on the results of previous contact attempts. Campaigns can be scheduled in advance or individual messages can be sent on demand. Both email and SMS messages can be personalized.

For SMS, Genesys supports short codes, text-enabled toll-free numbers, long codes, and alpha sender IDs.

Outbound SMS and Email can be used for marketing and sales promotions, proactive status notifications, collections efforts, and interactive surveys.

When used in conjunction with the inbound SMS and Email routing services, customer responses to proactive email and SMS messages can be routed to an appropriately skilled and enabled agent to continue the conversation.

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Draft:GenesysEngageMulticloud/Current/GECUG/RoutingServices 212acbfc-6f64-406c-9592-893108b920b2 Predictive Routing Genesys Predictive Routing identifies the best employee to handle a specific interaction with a specific customer, optimizing the business outcome based on historic and real-time data.

Predictive Routing improves KPIs related to customer service and sales use cases. For customer service, the KPIs include Average Handle Time (AHT), Net Promoter Score (NPS), and First Call Resolution (FCR). Sales use cases can improve metrics such as Collection Pay Rate, Churn Reduction, and Sales Conversion Rate.

Predictive Routing is a managed service that builds upon existing customer data and skills-based routing.

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Draft:GenesysEngageMulticloud/Current/GECUG/RoutingServices c6fff2e7-2a27-4484-af61-c63bcb188d75 Intelligent Workload Distribution (IWD) Genesys Multicloud CX Intelligent Workload Distribution (IWD) is a business application for dynamically prioritizing the distribution of work tasks to the employees best suited to handle them. IWD captures work items from any system, continuously prioritizing and classifying the work to push the work to the best available employee, in order to meet defined SLAs together with the best customer experience.

IWD works in concert with existing enterprise software applications (such as ERP, BPM, DCM, Salesforce) as well as homegrown legacy systems, to create a universal task list, which is sorted based on business value. IWD comes with specific integration capabilities called capture points, which support RESTful APIs to ingest tasks and webhooks to keep the source systems informed on all changes pertaining to these tasks.

Built-in task management and near real-time dashboards give administrators granular control over their backlog of work items.

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Draft:GenesysEngageMulticloud/Current/GECUG/Security certificates support a8354cac-7f79-48da-9a55-2e6c5e1db5d1 Industry-specific standards
Industry Standards / Certifications Multi Cloud CX Support Description
PCI DSS Yes Payment Card Industry Data Security Standards  
SOC2 Type II Yes Service Organization Controls and related reports
ISO 27001 Yes Information security management systems
ISO 27018 Yes Information security management systems
HITRUST Yes Health Information Trusted Alliance
Cyber Essentials(UK) Yes About Cyber Essentials
GDPR Yes General Data Protection Regulation
CCPA Yes California Consumer Privacy Act
FedRAMP(MGEP) Yes Securing Cloud Service for the Federal Government

Note: FedRAMP(MGEP) is a separate offering.


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Draft:GenesysEngageMulticloud/Current/GECUG/SelfServeAutomationServices 1eda3d31-0079-437d-9742-1f4b960901a2 Platform as a Service (PaaS) IVR The Platform as a Service IVR solution provides similar self-service capabilities to Enterprise IVR, including speech recognition and text-to-speech services. However, PaaS IVR enables the customer to continue to use their existing on-premise applications and tools. Calls are placed to the Genesys Multicloud CX platform, and customer applications are retrieved at runtime by the PaaS IVR platform. The customer retains application development, reporting, and back-end integrations on their own premises. PaaS IVR can help customers take a measured step towards Genesys Multicloud CX, while continuing to maintain their own application tier. PaaS IVR also enables customers to perform phased migrations to Enterprise IVR.

PaaS IVR supports pure self-service, as well as call transfer to a customer demarcation point. Subsequent routing to customer-hosted assisted service (agents) is handled by the customer. PaaS IVR can also support routing to Genesys Multicloud CX agents, enabled through a Professional Services engagement. PaaS IVR includes administrative and reporting capabilities.

PaaS IVR supports the Genesys Intelligent Automation platform as a premise application server. Other VoiceXML-compatible premise application server platforms can be used as well. Contact Genesys Product Management for details.

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Draft:GenesysEngageMulticloud/Current/GECUG/SelfServeAutomationServices 2391aa11-0223-4a02-ba3b-ab6e981fb84a Chatbots Support Customers may use Designer to create a chatbot using Amazon Lex, Microsoft Luis or Google Dialogflow. With Genesys chatbots, you can:
  • Automate tasks and assist with queries across multiple channels—web, mobile, social, SMS, and messaging apps
  • Alleviate strain on your contact center employees while improving the customer experience and controlling costs

Chatbots can be configured and handed over to an agent within business hours or offer a callback when outside of business hours or at busy times.

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Draft:GenesysEngageMulticloud/Current/GECUG/SelfServeAutomationServices a3ec98d7-64f5-4804-9635-cc6f0f8e06c8 Enterprise IVR The Genesys Multicloud CX Enterprise IVR solution delivers rich self-service IVR capabilities that are authored in Designer. Designer includes a set of web interfaces to enable administrative control, and provides both call and application reporting. Genesys Multicloud CX self-service customer engagement solutions are solely based on IVR, without agent engagement; however, the solution is designed to integrate with the customer’s standard call routing and computer telephony integration (CTI) systems to provide an integrated caller experience when self-service becomes assisted service and callers opt to speak to an agent. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
Draft:GenesysEngageMulticloud/Current/GECUG/SelfServeAutomationServices cc88915c-b4d5-4f40-a661-0f45d13255c3 Voicebots Support Voicebots provide AI-driven natural language understanding, allowing rich self-service of voice interactions. Voicebots increase self-service containment and enhance the customer experience through natural language. Voicebots support includes:
  • AI-driven Natural Language Understanding
  • Third-party speech-to-text, text-to-speech and intent determination
  • Designer support for:
    • Amazon Lex
    • Google Dialogflow
  • Mix and match native and third-party bots even within a single interaction
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Draft:GenesysEngageMulticloud/Current/GECUG/WEMServices 700375dd-1a98-4524-9302-9b32c584dd03 Genesys Workforce Engagement Management

Genesys Interaction Recording

To address the quality recording needs, users can record all calls or just a portion. Call recordings can be based on standard telephony information or call routing data. For example, you can choose to record only “platinum customer” calls. All caller data you identify as relevant is also stored with the recording, enabling search. For example, you can search by standard telephony information such as caller ID. Call recordings can also be paused and resumed based on external events; for example, the service can trigger a pause during the collection process so that credit card information is not recorded. Users can access call recordings from any location with secure network connectivity.

IVR Recording

Call recordings can optionally include the IVR portion of each voice interaction. This allows for complete end-to-end capture of the customer experience from IVR answer to Agent hang up.

Screen Recording

Users can record computer screens for either all voice interactions or just a portion. When enabled, screen recordings are captured as adjunct resources when the voice interactions are recorded.

Quality Management

To address the needs of both training and quality purposes, users can listen to, score, and administer call recordings as part of a larger quality management program.

Workforce Management

The service delivers a comprehensive Workforce Management (WFM) solution, allowing forecasting, scheduling, adherence, and other standard administrative tasks through a web-based interface. By providing minimal configuration requirements and a rich set of pre-built contracts, shifts, and breaks, WFM makes it easy to get started. Users can see their current schedules through a standard web-based interface, while supervisors can view schedules, make shift adjustments, and perform schedule swaps. Additional WFM capabilities can also be configured by Professional Services as an optional service under a SoW.

Interaction Analytics – Speech

You can analyze up to 100% of agent/customer recordings to uncover why customers are contacting your company, what are their topics of conversation, why multiple contacts are needed to resolve specific issues, what processes cause customer frustration and whether your agents are providing an appropriate level of service.

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Draft:ProductSupport/Current/Processes/GS 4d46819d-a34d-4c13-be14-1ccc802109ba When to contact Customer Care The following processes describe the types of issues and requests you can expect Genesys Customer Care to help you resolve, and types of issues that you will need to resolve with other Genesys groups or other vendors. {{{DeploymentTypeId}}}
Draft:ProductSupport/Current/Processes/GS 51a4f830-617e-4433-9fdb-9fb0682745f0 How to use the Log File Retrieval Service All customers with a current maintenance contract can elect to use the Log File Retrieval Service. With this service, when log files are required for a case, the Customer Care analyst will retrieve the log files from the customer’s Log File Server.

To request the Log File Retrieval Service, a Designated Contact should open an Admin type case with Log File Retrieval Service subtype.

Before requesting activation of the Log File Retrieval Service, a customer must fulfill these requirements so that the relevant information can be included in the case description:

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Draft:ProductSupport/Current/Processes/GS d565246f-a33d-4ac2-866c-402e01b5902b Other Issues
TYPE OF ISSUE WHO TO CONTACT
Genesys product pricing or quotations Your Genesys Sales Representative
Genesys software upgrades not related to a specific problem that has been reported to Customer Care Your Genesys Sales Representative
Questions about Genesys Education Services or Professional Services Your Genesys Sales Representative
Problems with general software programming not specific to Genesys Your internal programming experts (Example: how to define object properties in Visual Basic.)
Problems with products or applications not produced by Genesys The appropriate product vendor (Examples: switches and IVRs). If a problem crosses multiple vendors, Genesys Customer Care would be pleased to work with the other vendors, but you will need to facilitate this interaction.
Issues with custom software developed by a third-party systems integrator The third-party systems integrator
Pre-sales design requests and questions Your Genesys Sales Representative or Sales Engineer
Contact center architecture and design questions Your Genesys Sales Representative, who can arrange for Genesys Professional Services to assist
Anticipated license file changes or additions Your Genesys Sales Representative or Sales Engineer
An update or question for a Feature Request after the Feature Request has been transferred to Product Management Post an update to the Feature Request Case directly, and Product Management will receive notification of your update. See the Case Management section, Feature Request for more information.
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GenesysEngageMulticloud/Current/GECUG/AnalyticsServices 32436e7e-61e3-447e-a3e3-7199d2935108 Reporting (Real-time and Historical) The service includes operational and historical reporting. Web-based, near real-time operational reporting is provided through a standard set of reporting templates or widgets. New operational reporting templates can be authored and/or customized by Genesys for additional fees.

For historical reporting, many configurable templates are available. Users can directly tailor historical reports using filters and drill-down features of the existing reports, as well as modify or build a new report with a few drag-and-drop maneuvers via a standard web-enabled user interface. Custom reports can be saved in a shared repository or to the desktop for offline use. The reports can be accessed subject to role-based restrictions and automatically distributed via various media, including mobile devices. Users can download detailed interaction information to perform additional analytics based on the customer’s business requirements.

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GenesysEngageMulticloud/Current/GECUG/AnalyticsServices 715e115c-9615-4fad-811c-d6e2a3b859d8 Designer Analytics Designer Analytics offers a close-to-real-time view of what is happening in your contact routing environment. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
GenesysEngageMulticloud/Current/GECUG/Billingmeasurementdefinitions e7055dd6-8978-4520-bb68-6faad2e485b5 Billing measurement definitions Download the spreadsheet, available here. The spreadsheet defines the measurements used in all Genesys Multicloud CX offers, including Private Edition, to determine consumption for billing purposes.

Genesys Multicloud CX billing measurement definitions

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GenesysEngageMulticloud/Current/GECUG/CollaborationServices 46f2888a-0358-4b95-9da3-9aa283f328d2 Genesys Softphone Genesys softphone for voice calls that seamlessly integrates with the agent desktop user interface. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
GenesysEngageMulticloud/Current/GECUG/CollaborationServices b2944711-399d-4049-b15f-b3ce494c7598 WebRTC Media Service Agents can use a browser-based softphone using the WebRTC protocol. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
GenesysEngageMulticloud/Current/GECUG/CollaborationServices b413ecb9-e7ad-4657-9e83-7f4a847a899c Desk Phone Support Hard phone SIP support is either directly connected to Genesys Multicloud CX or serviced from another SIP-enabled solution. Please note that Genesys hosted Engage Azure currently does not support Desk Phone. ec194bf2-b79a-436d-8ff6-eaff94d9f43a
GenesysEngageMulticloud/Current/GECUG/CollaborationServices b5521b69-9a92-4f41-95c8-1adfa79d6f5b PSTN & PBX Based Agents Agents may use any PSTN-based or PBX-based phone set as long as the phone has Direct Inward Dialing (DID). ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
GenesysEngageMulticloud/Current/GECUG/DataRetentionpolicy 00bd7b5f-d5a2-44e5-8678-660d99766260 Policy
  • Clarification of Retention Period: if the default Retention Period for a certain type of Data is two (2) months, then Data created on March 20th will be retained until the end of May 20th after which point those records will be destroyed or overwritten.
  • All customer Genesys Multicloud CX Platform Data will be purged upon contract termination with a 30-day grace period, whether or not the Data has reached its maximum retention period.
  • All Data Retention Periods are subject to suspension if a Legal Hold notice is issued.
  • If any part of the Data is subject to regulatory guidelines regarding its retention, then the regulatory- or legally-mandated data retention period shall apply.
  • The following tables list the default and maximum Retention Periods by Solution Category. Unless otherwise specified by contractual agreement, Genesys will apply the specified default Retention Period to all Solution categories.
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GenesysEngageMulticloud/Current/GECUG/DataRetentionpolicy 10e5d465-88a9-4290-87d8-47dbcdcfd9bc Data retention period by solution category

Customer Engagement

Default retention Max retention Data usage Options past retention period
Inbound IVR Call flow data 90 days 36 months Real-time analysis & troubleshooting Download available – GIM BI
Voice routing and traffic UCS contact profile End of contract End of contract Customer contact data N/A
Post voice call survey Response data 90 days 36 months CX analysis Download available – GIM BI
Private and group voicemail Message media End of contract End of contract User-managed messaging N/A
Digital Email/chat UCS interaction history (transcripts and so on) 90 days* 90 days* Best practices
Outbound Voice Campaign (calling) list 72 hours 72 hours List refresh Download available
Call results (detail records) 16 months 16 months Success rate Download available
Self service Enterprise IVR Call flow data 90 days 36 months Real-time analysis & troubleshooting Download available – GIM BI
*Per interaction. All chained interactions (that is, email responses) are kept until 90 days past the last interaction.

Employee Engagement

Default retention Max retention Data usage Options past retention period
WFO GIR Voice recordings 13 months* End of contract* Compliance & legal purposes Download available
Screen recordings 13 months* End of contract* Training and compliance Download available
QM QM evaluations 13 months End of contract Training Download not available
QM reports 90 days 36 months Required for QM/training purposes Store up to 3 years
WFM Forecasting, scheduling, reporting, configuration, calendar 36 months 60 months Workforce trends Store up to 5 years
OmniChannel Desktop Workspace UCS interaction history (transcripts and so on) 90 days** 90 days** Best practices
UCS contact profile End of contract End of Contract Customer contact profile N/A
Storage charges apply from Day 1 of storage.

Per interaction. All chained interactions (that is, email responses) are kept until 90 days past the last interaction.


Business Optimization

Default retention Max retention Data usage Options past retention period
Analytics Historical Reporting GIM data (includes Designer Call Flow data) 13 months 36 months Trending and performance analysis Download available – GIM BI
Platform Designer Analytics (Elastic Search) 90 days 36 months Short-term analysis & call flow tuning Download available – GIM BI
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GenesysEngageMulticloud/Current/GECUG/DigitalServices 134da36d-7ee3-4363-8b51-5471c85a3d79 Genesys Predictive Engagement Genesys Predictive Engagement uses machine learning and AI to build predictive models in real time to segment visitors, prospects, and customers into Personas to determine the ideal moments to engage with them. Currently, Chat and Content Offers are supported. Create your desired business outcomes and action maps to support personalized proactive engagement. To learn more about Predictive Engagement, visit the Resource Center. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
GenesysEngageMulticloud/Current/GECUG/DigitalServices 35f73917-b123-4bd1-8a0d-d41beee5eb51 Web callback Web Callback enables end consumers to click on a “request callback” link on a website, input data on a webform, and request a callback from the customer either immediately or at a scheduled time. Callback reporting provides active (real-time) and analytic (historical) views of how effectively your callback strategy is meeting consumer needs. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
GenesysEngageMulticloud/Current/GECUG/DigitalServices 6bb735dc-e269-4119-bc64-62043534b6f9 Chat Genesys Advanced Chat provides both live and asynchronous assistance to your web and mobile customers, allowing for long-lived meaningful conversations. Advanced Chat includes the ability to send and receive emojis, images, and other files, plus it integrates seamlessly with our chatbot solution and Genesys Predictive Engagement for proactive invitations to chat. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
GenesysEngageMulticloud/Current/GECUG/DigitalServices 92eddd4e-3c34-4b93-91c2-47d6ad68b69a Email Genesys Email allows our customers to effectively capture, manage, and respond to customer email inquiries with the same routing, agent desktop and reporting as your Genesys Multicloud CX voice interactions. Genesys Email uses your business rules and defined SLAs to categorize and constantly re-prioritize your backlog of messages before routing them to the best available resource. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
GenesysEngageMulticloud/Current/GECUG/DigitalServices 9928f566-5632-40c1-bc91-139df6f9ead0 Social Engagement (Facebook and Twitter) There’s no getting around it – customers today are talking about your business on social media – either hoping to interact with you directly or sharing opinions with others about their experiences with your business. Genesys Social Engagement allows companies to:
  • Manage and reply to comments on public posts that need attention, including Twitter handles and mentions.
  • Conduct private conversations across Facebook Messenger & Twitter Direct Messaging.
  • Handle public-to-private conversations for higher customer satisfaction.
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GenesysEngageMulticloud/Current/GECUG/DigitalServices a0a981b3-6a62-4d26-a366-d7c6a2266fd8 SMS Genesys SMS provides a convenient way for enterprises to engage with customers over a fast and easy channel. Use short codes, local, and toll-free numbers to communicate to any phone, anywhere in the world. Also includes support for multimedia messaging (MMS) to enhance your SMS conversations. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
GenesysEngageMulticloud/Current/GECUG/DigitalServices a91c3d8d-7a4e-4e52-9cb4-2ec9c67aed0d Co-browse IMPORTANT NOTE: Genesys Co-browse is available only to existing customers who currently subscribe to the service. Customers wishing to add a co-browsing service to their Genesys Multicloud CX subscription should contact their Genesys representative for available options.

Genesys Co-browse lets consumers and customer service agents conduct co-browsing sessions that, in conjunction with real-time chat or phone support, enable more effective and personalized online assistance. By being able to view what online consumers are seeing, the agent can help with everything from resolving shopping questions to completing forms and applications.

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GenesysEngageMulticloud/Current/GECUG/DigitalServices b7ed95ee-2105-4cf1-ab69-e689808de494 WhatsApp Messaging Manage long-lived, asynchronous WhatsApp interactions in your Genesys Multicloud CX solution to offer customers the convenience of messaging within the fastest-growing messaging channel in the world. Supports outbound template messages, bots, and linking to existing customer profiles. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
GenesysEngageMulticloud/Current/GECUG/DigitalServices fab4929d-849e-48d2-939d-f1f04f87670a Widgets Genesys Widgets provides a library of configurable, extensible, dynamic, and context-aware business widgets, which incorporate the user interface, business logic, and connections to your backend Genesys Multicloud CX Services. Genesys Widgets can be used on websites and in web applications to provide a personalized experience for your consumers:
  • Web and Mobile Chat
  • Callback
  • Click-to-Call
  • Co-browse
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GenesysEngageMulticloud/Current/GECUG/InboundServices 296ad2e9-ecc1-45b4-af69-80209249e226 Designer Omnichannel Applications Build your self-service and routing applications once and point the application to voice, chat, email, and other digital channels. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
GenesysEngageMulticloud/Current/GECUG/InboundServices 30028242-2137-4396-ab6f-f92f9d43a933 Context Routing Genesys Context Routing allows businesses to access their customer data to personalize the voice, IVR, and digital routing experiences for their consumers.

Most common use cases:

  1. Observed Customer Preference – Personalize IVR menus based on customer preference.
  2. Customer Value Segmentation – Provide specialized routing or menus based on customer value.
  3. Campaign Response – Recognize when an interaction is in response to an outbound campaign.
  4. Third-Party Activity – The routing application checks a third-party for service status – like cable router offline. For phone calls, the customer can bypass standard IVR menus and get routed to the right agent based on the type of issue.
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GenesysEngageMulticloud/Current/GECUG/InboundServices 3a13ecf5-76fa-4928-a58c-ba0eafafb37d Private and Group Voicemail Genesys Voicemail enables group and personal voicemail. Features include the capture of messages, playback, deletion, and storage, as well as a Message Waiting Indicator on the Agent Desktop. Email notification is also supported. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
GenesysEngageMulticloud/Current/GECUG/InboundServices 53c73bb2-3550-4eb7-9cbf-5d5565019e05 Queue Callback The Genesys queue callback service allows consumers to request a callback when they are in queue, either as soon as possible, or at a scheduled time. Callback reporting provides active (real-time) and analytic (historical) views of how effectively your callback strategy is meeting your customers’ needs. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
GenesysEngageMulticloud/Current/GECUG/InboundServices 793b8e1a-82e7-483a-ad49-6d11de60e3d6 Predictive Routing with Designer Predictive Routing with Designer determines the best possible match between waiting interactions and available agents by drawing on accumulated agent and interaction data, analyzing interactions and outcomes, and generating models to predict outcomes. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
GenesysEngageMulticloud/Current/GECUG/InboundServices 8bab470b-9fe8-42d8-9331-a5510b7aee3c Post-call Voice Survey The Voice service includes an integrated and simple-to-engage voice survey option that allows for reliable measurement of customer satisfaction through post-call surveys that include the ability to capture and report on metrics related to the user experience. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
GenesysEngageMulticloud/Current/GECUG/InboundServices e69fb14e-2280-4227-9ea8-e7cde2efbd1b Inbound Voice Routing and Traffic Using operational parameters and rules, administrators can control both custom routing strategies installed at the time of provisioning, and pre-defined templates made available with the service. The customer’s contact center hours of operation are an example of an operational parameter that can be configured by administrators.

The inbound voice IVR service includes standard DTMF signaling and supports advanced options including Text to Speech (TTS). Automatic Speech Recognition (ASR) is currently available for Genesys CX on AWS and will be available in Q3 2021 for Genesys CX on Azure.

With the rich control afforded by operational parameters and rules, administrators have a web-based mechanism to control the service in near real time. More complex routing changes may require either a Move/Add/Change/Delete (MAC/D) Services Order (placed with Customer Care) or a Statement of Work (SoW) through Professional Services, depending on the complexity of the requirement.

Routing Analytics provide the ability to view, in near real time and historically, the effectiveness of your routing applications to better understand your customer experience.

Throughout the lifecycle of the service, the Genesys Multicloud CX Customer Portal (also known as Portal) will evolve to allow more customer administrative and routing changes to be made without a MAC/D Services Order. Customers will always have the option of engaging Professional Services (via a SoW) to make more complex changes.

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GenesysEngageMulticloud/Current/GECUG/InboundServices edaa7960-e4ef-4771-8d8c-fb718539f304 Designer (Voice and Digital) Genesys Designer provides a simple intuitive web-based interaction flow design tool. It supports both self-service and assisted-service call flows and digital flows. Designer includes predefined routing blocks to support after-call voice surveys as well as immediate and scheduled callback. This same administration tool also provides support for managing operational parameters and announcements. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
GenesysEngageMulticloud/Current/GECUG/IntegrationServices 08e815a9-b6fb-4bb9-a2a1-648223dc0ac1 Supported APIs

WWE Service Client API

The WWE Service Client API enables developers to create custom agent applications that integrate with Genesys Multicloud CX services. These applications can include features such as state management, call control, supervisor monitoring, and call recording.

Genesys Multicloud CX Provisioning API

Configure tenant environment, create users, and retrieve configuration data.

Genesys Multicloud CX Statistics API

Create a subscription for multiple statistics and receive notifications when values of those statistics change.

Genesys Multicloud CX Workspace APIs for Voice and Chat

Develop your own custom agent applications that integrate with Genesys Voice and Chat.

Genesys Engagement Services (GES) APIs

GES APIs support your mobile applications and can be used to query Genesys Multicloud CX for Estimated queue wait time, Hours of Operation, Available Timeslot, and Create/Query/Cancel Callback.

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GenesysEngageMulticloud/Current/GECUG/IntegrationServices 16004f69-2f5e-4896-a6ed-6a7d9eaec49c Task Routing Task Routing allows you to implement a single orchestrated routing platform for all interaction types. You can use our REST API from your on-premises or cloud application to submit interactions to Genesys Multicloud CX. The Task Routing API also supports ‘get info’ and updating attached data. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
GenesysEngageMulticloud/Current/GECUG/IntegrationServices 4386bde8-b72b-4085-94bd-e853ac487771 Bulk Data Export – WFM, Infomart, and Interaction Recordings The Genesys Multicloud CX service includes the ability to provide data export services for integration into your on-premises system of records solutions. This includes the ability to export and integrate data collected from:
  • Agent, Queue, Call Flow, and Interaction metrics across all channels (Historical Data Feed)
  • Genesys Multicloud CX Workforce Management (WFM ETL)*
  • Voice and Screen recordings and metadata (Recording Call Backup Service (RCBS), used in conjunction with GIR)*
  • Voice Recordings (Recording Connector)**
  • QM evaluations and GIA categories (QM&GIA Data Export)*

Data exports are automated and can be downloaded based on the customer-preferred schedule.


*Genesys CX on AWS only.

**Genesys CX on Azure only.

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GenesysEngageMulticloud/Current/GECUG/IntegrationServices 6501325c-eb90-4188-a234-e5ab20499ef0 AppFoundry The Genesys AppFoundry marketplace makes it easier for our Genesys Multicloud CX customers to access extended solutions built specifically for vertical and business needs. With AppFoundry, the broad community of Genesys Multicloud CX customers can easily find custom contact centers and customer experience applications available from third parties. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
GenesysEngageMulticloud/Current/GECUG/OmnichannelDesktopServices 309562f7-b21c-404f-80ad-f567604491de Agent Scripting (AppFoundry) Agent Scripting is available through our AppFoundry marketplace from various third parties. These scripting tools can be used to prompt agents through the call-handling process with customers. They can be used for either inbound customer service or outbound telemarketing calls. Agent Scripting is a powerful tool that supports branching to guide agents through different paths of the script, depending on the customer’s answers to scripted questions. Additionally, agents can capture information about customers and update the customer database, process orders, or track ongoing customer service calls. ec194bf2-b79a-436d-8ff6-eaff94d9f43a 5439f1be-1868-4091-b058-1667389b6ce1
GenesysEngageMulticloud/Current/GECUG/OmnichannelDesktopServices 540a5b94-718c-4502-8ee9-5a6d1cceded9 Supervisor Workspace The web-based Genesys Supervisor workspace desktop supports a variety of functions required by supervisors to accurately lead and manage their teams. The supervisor workspace includes the ability to:
  • Monitor voice and chat interactions with coach and barge-in support for monitored interactions.
  • Provide QA review of emails.
  • Monitor and manage agent states.
  • Manage and edit interaction queues and workbins.
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GenesysEngageMulticloud/Current/GECUG/OmnichannelDesktopServices aebadaaf-27fb-46d1-94f5-9733fb9e134a Agent Workspace Genesys Workspace Web provides a web-based agent desktop that supports a variety of consumer interaction channels. The service can be easily integrated with a defined set of customer relationship management (CRM) or back-office applications via standard Genesys adapters. The service can also centralize multiple web applications through a common interface and facilitate desktop navigation and workflow.

The agent workspace provides a variety of flexible configuration options that can be provisioned by the customer administrator. Options include:

  • Providing a screen pop with the relevant attached data, including the ability to pass this attached data to a defined URL.
  • Displaying consumer interaction history on recent interactions.
  • Displaying user and service statistics.
  • Setting Not Ready Reason codes and Disposition codes.
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GenesysEngageMulticloud/Current/GECUG/OmnichannelDesktopServices b0b8d952-5315-47da-8a54-2153613a0961 CRM Adapter The combination of Genesys with CRM applications significantly improves agent and enterprise productivity. Genesys provides the following integration options for the most popular CRM.

Gplus Adapter for Salesforce

Genesys Gplus Adapter for Salesforce enables integration of the Genesys Agent Desktop with Salesforce Sales or Service Cloud. In addition to the features provided by the Agent Desktop, the adapter includes key integration points:

  • “Screen Pop” – display and/or create a Salesforce object such as contact, account, or case, or open a Sales for Object Flow.
  • Create an Activity Task as a log of the call, with standard and customizable exchange of information between Genesys and Salesforce.
  • Invoke Salesforce Apex.
  • Support for the Service Client API to be invoked from Salesforce.
  • Click-to-dial from Salesforce phone number fields.

Gplus Adapter for Microsoft Dynamics 365

Genesys Gplus Adapter enables you to integrate inbound voice interactions with MS Dynamics 365 Sales or Customer Service applications. It offers screen pop of Dynamics 365 entities such as contact, account, or cases. Voice-interaction controls allow access to interaction controls such as accept, reject, end, hold, resume, transfer, and conference.

  • Support for Microsoft Dynamics 365 Cloud Customer Engagement Application, Sales or Customer Service application.
  • Support for Microsoft Dynamics 365 Channel Integration Framework (CIF) V 1.0.
  • Support for Microsoft Dynamics 365 Channel Integration Framework (CIF) V 2.0.
  • Support for Microsoft Universal Service Desk using CIF V1.0 or 2.0.

Gplus Adapter for ServiceNow

Genesys Gplus Adapter enables you to integrate inbound voice interactions with ServiceNow. It offers screen pop of ServiceNow objects such as contact, account, or cases. Voice interaction controls allow access to interaction controls such as accept, reject, end, hold, resume, transfer, and conference. Other features include basic agent real-time performance tracker and click-to-dial outbound calling from ServiceNow.

  • Support for ServiceNow Geneva or later releases.
  • ServiceNow Customer Service Management application needs to be enabled.
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GenesysEngageMulticloud/Current/GECUG/OpenPlatformServices 064e38b3-d65b-47c7-a4a6-136c9c336a44 Infrastructure Genesys is responsible for all aspects of the Genesys Multicloud CX Service infrastructure located between the points of service demarcation with the customer’s network, including Genesys-provided third-party applications, and other software, servers, select telecom services, load balancing, disaster recovery, capacity management, and more. Genesys’ role and responsibility is further subject to the Genesys Multicloud CX Customer Care Support Guide. The service is available in the following regions, subject to current country-specific legal or regulatory constraints.


Genesys CX on AWS
  • USA
  • Canada
  • Europe
  • APAC
Genesys CX on Azure
  • March 31, 2021: United States of America
  • April / May 2021: Europe
  • End of September 2021: APAC
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GenesysEngageMulticloud/Current/GECUG/OpenPlatformServices 2756874b-44fe-42a1-8935-05f9ba3150b2 Supported Hard Phones {| class="wikitable"

!Vendor !Phone Model !Firmware Version |- |AudioCodes |All 4xxHD Phones (420HD, 430HD, 440HD) |2.x (2.2.2+) |- |Genesys |420HD |2.x (2.2.2+) |- |Polycom |VVX IP Phones (VVX300, VVX400, VVX500, VVX600, etc.) |4.x, 5.x |- |Polycom |SoundPoint IP Phones (320, 335, 450, 550, 650, 670, etc.) |3.2.x, 4.0.x (v4.0.3.7562+) |}

ec194bf2-b79a-436d-8ff6-eaff94d9f43a
GenesysEngageMulticloud/Current/GECUG/OpenPlatformServices 4aa82134-4f68-4e77-980e-699e6c372f2c Agent Setup Agent Setup is the Genesys Multicloud CX user management tool that provides support for customer administration of their contact center personnel resources. Among other capabilities, it includes support for:
  • Agent & Skills management
  • Bulk user provisioning (import and export of configuration data)
  • Agent and supervisor workspace management and configuration
  • Managing Caller ID for Outbound calls through the desktop
  • Managing screen pop content
  • Managing agent views
  • Change control and audit
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