sales-genesys

What this skill does

# Genesys Cloud CX Platform Help

## Step 1 — Gather context

If `references/learnings.md` exists, read it first for accumulated platform knowledge.

1. **What do you need help with?**
   - A) ACD routing, IVR, or Architect flow configuration
   - B) Digital channels (email, chat, SMS, social, web messaging)
   - C) AI features — predictive routing, agent assist, virtual agents, journey analytics
   - D) Workforce management (WFM) — forecasting, scheduling, adherence
   - E) Quality management (QM) — evaluations, scoring, coaching workflows
   - F) Outbound dialer — campaigns, predictive/power/progressive modes
   - G) Reporting, analytics, or Interaction Analytics
   - H) Integrations — Salesforce, ServiceNow, AppFoundry, API
   - I) Pricing, tier selection, or billing
   - J) Admin — MFA, OAuth, user management, permissions
   - K) Other

2. **Current tier?**
   - A) CX 1 ($75 — voice only)
   - B) CX 2 ($115 — omnichannel)
   - C) CX 3 ($155 — + WFM + analytics)
   - D) CX 4 ($240 — + AI + journey orchestration)
   - E) Not sure / evaluating

3. **Contact center size?**
   - A) Small (<50 agents)
   - B) Medium (50-500 agents)
   - C) Large (500+ agents)
   - D) Evaluating / not yet deployed

Skip-ahead rule: if the user's prompt already contains enough context, skip to Step 2.

## Step 2 — Route or answer directly

| Problem domain | Route to |
|---|---|
| Coaching programs, rep onboarding, role-play | `/sales-coaching {question}` |
| Comparing CCaaS platforms (vs NICE CXone, Talkdesk, Five9) | `/sales-ccaas-selection {question}` |
| Reviewing a specific call transcript | `/sales-call-review {question}` |
| CRM data quality or deduplication | `/sales-data-hygiene {question}` |
| Connecting Genesys to other tools (Zapier, Make, iPaaS) | `/sales-integration {question}` |

When routing to another skill, provide the exact command: "This is a {problem domain} question — run: `/sales-{skill} {user's original question}`"

If the question is Genesys-specific, continue to Step 3.

## Step 3 — Genesys Cloud platform reference

**Read `references/platform-guide.md`** for the full platform reference — modules, pricing, integrations, data model, workflows.

Answer the user's question using only the relevant section. Don't dump the full reference.

## Step 4 — Actionable guidance

You no longer need the platform guide — focus on the user's specific situation.

- **Tier selection**: Match tier to actual needs — CX 1 is fine for voice-only, but WFM requires CX 3. AI features (predictive routing, agent assist) require CX 4. Don't overbuy.
- **Implementation**: Expect months for enterprise deployments. Start with voice routing, add channels incrementally. Use Genesys's PureBridge migration program if moving from on-prem.
- **API integration**: Use Platform Client SDKs (JS, Python, Java, Go, .NET, iOS) over raw REST for faster development. Regional base URLs matter — match to your org's region.
- **Cost management**: Watch telephony minute costs (separate from seat licenses). Named user licensing means you pay for inactive users too. Negotiate multi-year for better rates.
- **AppFoundry**: Check AppFoundry marketplace before building custom integrations — 450+ apps cover most common needs.

If you discover a gotcha, workaround, or tip not covered in `references/learnings.md`, append it there.

## Gotchas

> *Best-effort from research — review these, especially items about plan-gated features and integration gotchas that may be outdated.*

- **Telephony costs are separate** — seat licenses don't include voice minutes. Inbound DID ~$0.009/min, toll-free ~$0.015/min, outbound US ~$0.0119/min. Budget separately.
- **Named user licensing** — you pay for every licensed user whether they log in or not. No concurrent licensing option.
- **AI features are CX 4 only** — predictive routing, agent assist, journey analytics, and knowledge management all require the $240/user/mo tier. Usage-based AI add-ons cost extra.
- **WFM can't build multi-site schedules simultaneously** — build schedules for each site one at a time in the scenario.
- **Developer Center is JS-rendered** — API Explorer and docs require JavaScript. CLI tool (`gc`) available as alternative for scripting.
- **Service reliability** — 10 incidents in 90 days reported (6 major, 4 minor). UAE region experienced extended disruption. Monitor status.mypurecloud.com.
- **Implementation timeline** — enterprise deployments take months, not weeks. Budget for professional services or partner engagement.
- **OAuth Implicit Grant deprecation** — being removed May 2026. Migrate to Code Authorization or Client Credentials.

## Related skills

- `/sales-ccaas-selection` — Comparing Genesys vs NICE CXone vs Talkdesk vs Five9? The CCaaS selection skill walks through platform comparison.
- `/sales-coaching` — Building coaching programs, QA frameworks, or agent training? The coaching skill covers strategy across all platforms.
- `/sales-nice-cxone` — NICE CXone platform help
- `/sales-talkdesk` — Talkdesk platform help
- `/sales-observe-ai` — Observe.AI platform help — layer on top of Genesys for deeper auto QA
- `/sales-balto` — Balto platform help — real-time agent assist that integrates natively with Genesys
- `/sales-cresta` — Cresta platform help — enterprise contact center AI that integrates with Genesys
- `/sales-do` — Not sure which skill to use? The router matches any sales objective to the right skill. Install: `npx skills add sales-skills/sales --skill sales-do -a claude-code -y`

## Examples

**User prompt**: "Our agents are dropping calls and customers complain about audio quality on Genesys Cloud"
**Skill does**: Walks through Genesys Cloud audio troubleshooting — WebRTC diagnostics, network requirements, QoS settings, edge server selection, and known service reliability issues.

**User prompt**: "We're on CX 2 and wondering if we need CX 3 — is the WFM worth the upgrade?"
**Skill does**: Compares CX 2 vs CX 3 features — WFM forecasting, scheduling, speech analytics, sentiment analysis — and helps evaluate ROI based on team size and current pain points.

**User prompt**: "How do I set up the Salesforce CX Cloud integration with Genesys?"
**Skill does**: Walks through CX Cloud from Genesys and Salesforce — joint product setup, Service Cloud Voice BYOT configuration, agent workspace within Salesforce, and AppFoundry connector options.

## Troubleshooting

**Dropped calls and audio quality issues**
Check WebRTC network requirements (UDP ports 16384-32768), edge server proximity, QoS configuration, and ISP throttling. Monitor status.mypurecloud.com for regional outages. Test with Genesys Network Readiness Assessment tool. Audio issues correlate with browser version — keep Chrome/Edge updated.

**Dashboard navigation confusing — can't find missed calls or texts**
Genesys Cloud UI organizes by interactions, not by channel. Use Performance > Interactions view with filters for missed/abandoned. For texts, check ACD > Digital > Message Interactions. Custom dashboards via Analytics API provide more flexible views than the built-in UI.

**MFA management — users locked out, can't clear devices**
Ensure admin has MFA management permissions (Directory > User > Edit MFA). For users who lost their MFA device, admin can reset via User Management > Users > find user > clear MFA. If globally disabled but offered individually, contact Genesys Product Support for reset.