Genesys Cloud CX

All-in-one cloud contact center with omnichannel routing, recording and workforce engagement.

Provider: default
Kind: Contact center
Category: Messaging
Official docs: https://help.genesys.cloud/articles/about-genesys-cloud/

Properties · 4 set by this component

property	type	values	required	kind default	this component
callRecording	boolean	—	no	false	inherited
channelChat	boolean	—	no	false	▸ true
channelVoice	boolean	—	no	true	▸ true
emergencyCalling	boolean	—	no	false	inherited
managed	boolean	—	no	false	▸ true
maxConcurrentContacts	integer	—	no	—	inherited
outboundDialing	boolean	—	no	false	inherited
predictiveRouting · component property	boolean	—	no	false	inherited
recordingRetentionDays	integer	—	no	—	inherited
routing	enum	fifo \| skills-based \| attribute-based	no	fifo	▸ skills-based
screenRecording · component property	boolean	—	no	false	inherited
screenRecordingMaxRetentionDays · component property	integer	—	no	365	inherited
subscriptionTier · component property	enum	cx-1 \| cx-2 \| cx-3 \| cx-4	no	—	inherited

Rules that apply · 0

Every rule whose selector covers this component's kind or its category. Whether a rule fires depends on the design: its properties, its edges and its groups.

No rule reads this kind yet. That is a gap, not a guarantee.

Use it in a design

nodes:
  - { id: "genesys-cloud", component: "genesys-cloud" }

Other Contact center products · 13

Cloud Call Centeralibaba-cloud-call-centeralibabacloudcontact-center Amazon Connectaws-connectawscontact-center Asteriskasteriskcontact-center Generic contact centercontact-centercontact-center Five9five9contact-center FreePBXfreepbxcontact-center FreeSWITCHfreeswitchcontact-center Kamailiokamailiocontact-center OpenSIPSopensipscontact-center Talkdesk CX Cloudtalkdeskcontact-center 3CXthreecxcontact-center Twilio Flextwilio-flexcontact-center Google Cloud CCaaSgoogle-ccaasgcpcontact-center

Source

1# yaml-language-server: $schema=../../schema/component.schema.json
2# Genesys Cloud CX: vendor-run all-in-one contact center providing "omnichannel routing, workforce
3# engagement, and analytics tools", covering voice, chat, video, email, SMS and web messaging, with
4# ACD, Architect skills-based routing and predictive routing ("About Genesys Cloud"). Recordings
5# "have no set retention limits by default" and are kept per quality-management policy; screen
6# recording policies cap at one year ("Interaction Recording Retention Policies Best Practices").
7schemaVersion: "1"
8type: "component"
9id: "genesys-cloud"
10kind: "contact-center"
11provider: "default"
12docs: "https://help.genesys.cloud/articles/about-genesys-cloud/"
13defaults:
14  managed: true
15  channelVoice: true
16  channelChat: true
17  routing: "skills-based"
18properties:
19  subscriptionTier:
20    type: "enum"
21    values: ["cx-1", "cx-2", "cx-3", "cx-4"]
22  predictiveRouting:
23    type: "boolean"
24    default: false
25  screenRecording:
26    type: "boolean"
27    default: false
28  screenRecordingMaxRetentionDays:
29    type: "integer"
30    default: 365

The same page as markdown, for an agent: /catalogue/components/genesys-cloud.md