View table: CustomSection1

Note: When using softphone, it is recommended to use in Connector Mode, which allows agents to control the softphone from their Workspace application.

The internationally recognized W3C Web Content Accessibility Guidelines (WCAG) 2.1 cover a wide range of recommendations for making Web content more accessible. By following these guidelines, Genesys makes content more accessible to a wider range of people with disabilities and often makes Web content more usable to users in general. WCAG relies on four guiding principles for building accessible UIs, as follows:

• Perceivable: Information and user interface components must be presentable to users in ways they can perceive.
• Operable: User interface components and navigation must be operable.
• Understandable: Information and the operation of user interface must be understandable.
• Robust: Content must be robust enough that it can be interpreted by a wide variety of user agents, including assistive technologies.

Genesys provides Voluntary Product Accessibility Template® - VPAT® reports to document conformance of Genesys applications to WCAG 2.0 and WCAG 2.1 specifications. The VPAT® report is a standardized template for documenting conformance to various accessibility specifications. The VPAT® report provided by Genesys follows the W3C/WAI’s WCAG 2.0 and WCAG 2.1 specifications, as this is an international standard adopted and recognized by Genesys customers worldwide. Available Genesys VPAT® reports can be found in the table in the VPAT section below.

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.

• 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.

Customer Engagement

Employee Engagement

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

Business Optimization

• 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.

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.

• Web and Mobile Chat
• Callback
• Click-to-Call
• Co-browse

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.

• 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.

• 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.

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.

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.

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.

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.

• 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.}

• 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.

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.

Gplus Adapter for Salesforce

Genesys Gplus Adapter for Salesforce enables integration of the Genesys Agent Workspace with Salesforce Sales or Service Cloud. In addition to the features provided by the Agent Workspace, 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.

!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+) |}

• 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

• 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.

• 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.

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.

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.

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.

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.

• 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.

• 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

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.

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:

Note: When using softphone, it is recommended to use in Connector Mode, which allows agents to control the softphone from their Workspace application.

The internationally recognized W3C Web Content Accessibility Guidelines (WCAG) 2.1 cover a wide range of recommendations for making Web content more accessible. By following these guidelines, Genesys makes content more accessible to a wider range of people with disabilities and often makes Web content more usable to users in general. WCAG relies on four guiding principles for building accessible UIs, as follows:

• Perceivable: Information and user interface components must be presentable to users in ways they can perceive.
• Operable: User interface components and navigation must be operable.
• Understandable: Information and the operation of user interface must be understandable.
• Robust: Content must be robust enough that it can be interpreted by a wide variety of user agents, including assistive technologies.

Genesys provides Voluntary Product Accessibility Template® - VPAT® reports to document conformance of Genesys applications to WCAG 2.0 and WCAG 2.1 specifications. The VPAT® report is a standardized template for documenting conformance to various accessibility specifications. The VPAT® report provided by Genesys follows the W3C/WAI’s WCAG 2.0 and WCAG 2.1 specifications, as this is an international standard adopted and recognized by Genesys customers worldwide. Available Genesys VPAT® reports can be found in the table in the VPAT section below.

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.

• 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.

Customer Engagement

Employee Engagement

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

Business Optimization

• 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.

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.

• Web and Mobile Chat
• Callback
• Click-to-Call
• Co-browse

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.

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.

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.

• 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.}

• 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.

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.