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Genesys Cloud CX Platform Help

Genesys Cloud CX 平台帮助文档

Step 1 — Gather context

步骤1 — 收集上下文信息

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.
若
references/learnings.md
文件存在，请先阅读以获取积累的平台知识。
  1. 您需要哪方面的帮助？
    • A) ACD路由、IVR或Architect流程配置
    • B) 数字化渠道（邮件、聊天、短信、社交平台、网页消息）
    • C) AI功能——预测式路由、坐席辅助、虚拟坐席、旅程分析
    • D) 劳动力管理（WFM）——预测、排班、合规性
    • E) 质量管理（QM）——评估、评分、辅导工作流
    • F) 外呼拨号器——营销活动、预测式/强力式/渐进式模式
    • G) 报表、分析或交互分析
    • H) 集成——Salesforce、ServiceNow、AppFoundry、API
    • I) 定价、层级选择或账单
    • J) 管理——MFA、OAuth、用户管理、权限
    • K) 其他
  2. 当前使用的层级？
    • A) CX 1（75美元——仅语音）
    • B) CX 2（115美元——全渠道）
    • C) CX 3（155美元——+WFM+分析）
    • D) CX 4（240美元——+AI+旅程编排）
    • E) 不确定/正在评估
  3. 联络中心规模？
    • A) 小型（<50名坐席）
    • B) 中型（50-500名坐席）
    • C) 大型（500+名坐席）
    • D) 正在评估/尚未部署
跳过规则：若用户的提问已包含足够上下文信息，直接跳转至步骤2。

Step 2 — Route or answer directly

步骤2 — 转至对应技能或直接解答

Problem domainRoute 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.
问题领域转至技能
辅导计划、新员工入职、角色扮演
/sales-coaching {question}
对比CCaaS平台（与NICE CXone、Talkdesk、Five9对比）
/sales-ccaas-selection {question}
审核特定通话记录
/sales-call-review {question}
CRM数据质量或去重
/sales-data-hygiene {question}
将Genesys连接至其他工具（Zapier、Make、iPaaS）
/sales-integration {question}
转至其他技能时，请提供准确命令："这属于{问题领域}问题——执行：
/sales-{skill} {用户原问题}
"
若问题为Genesys专属，继续步骤3。

Step 3 — Genesys Cloud platform reference

步骤3 — Genesys Cloud平台参考

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.
**阅读
references/platform-guide.md
**获取完整平台参考——模块、定价、集成、数据模型、工作流。
仅使用相关部分解答用户问题，请勿直接输出完整参考内容。

Step 4 — Actionable guidance

步骤4 — 可落地指导建议

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.
无需再查阅平台指南——聚焦用户具体场景。
  • 层级选择：根据实际需求匹配层级——CX 1适用于仅语音场景，但WFM功能需要CX 3。AI功能（预测式路由、坐席辅助）需要CX 4。避免过度采购。
  • 实施规划：企业级部署预计需数月时间。先从语音路由开始，逐步添加其他渠道。若从本地部署迁移，可使用Genesys的PureBridge迁移方案。
  • API集成：优先使用Platform Client SDKs（JS、Python、Java、Go、.NET、iOS）而非原生REST API，以加快开发速度。区域基础URL至关重要——需与您组织所在区域匹配。
  • 成本管理：注意通话分钟费用（与席位许可证分离）。按命名用户许可计费意味着您需为 inactive 用户付费。可协商多年合约以获取更优惠费率。
  • AppFoundry：在构建自定义集成前先查看AppFoundry应用市场——450+应用可覆盖大多数常见需求。
若发现
references/learnings.md
未涵盖的陷阱、解决方案或技巧，请添加至该文件。

Gotchas

常见陷阱

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.
基于研究的最佳实践建议——请重点关注与计划限制功能和集成陷阱相关的内容，这些信息可能已过时。
  • 通话费用单独计费——席位许可证不包含语音分钟数。呼入DID约0.009美元/分钟，免费电话约0.015美元/分钟，美国外呼约0.0119美元/分钟。需单独预算。
  • 按命名用户许可计费——您需为每个已授权用户付费，无论其是否登录。无并发许可选项。
  • AI功能仅CX 4支持——预测式路由、坐席辅助、旅程分析和知识管理均需240美元/用户/月的CX 4层级。基于使用量的AI附加组件需额外付费。
  • WFM无法同时构建多站点排班——需在场景中逐个为每个站点创建排班。
  • 开发者中心为JS渲染——API Explorer和文档需要JavaScript支持。可使用CLI工具(
    gc
    )作为脚本编写的替代方案。
  • 服务可靠性——90天内报告了10起事件（6起重大、4起轻微）。阿联酋区域曾出现长时间中断。请监控status.mypurecloud.com。
  • 实施周期——企业级部署需数月而非数周。需预留专业服务或合作伙伴参与的预算。
  • OAuth隐式授权即将弃用——将于2026年5月移除。请迁移至代码授权或客户端凭证模式。

Related skills

相关技能

  • /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
  • /sales-ccaas-selection
    ——对比Genesys与NICE CXone、Talkdesk、Five9？CCaaS选择技能会引导您完成平台对比。
  • /sales-coaching
    ——构建辅导计划、QA框架或坐席培训？辅导技能涵盖全平台策略。
  • /sales-nice-cxone
    ——NICE CXone平台帮助
  • /sales-talkdesk
    ——Talkdesk平台帮助
  • /sales-observe-ai
    ——Observe.AI平台帮助——可叠加在Genesys之上实现更深度的自动QA
  • /sales-balto
    ——Balto平台帮助——与Genesys原生集成的实时坐席辅助工具
  • /sales-cresta
    ——Cresta平台帮助——与Genesys集成的企业级联络中心AI
  • /sales-do
    ——不确定使用哪个技能？路由技能可将任何销售目标匹配至合适技能。安装命令：
    npx skills add sales-skills/sales --skill sales-do -a claude-code -y

Examples

示例

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.
用户提问："我们的坐席经常掉线，客户抱怨Genesys Cloud的音频质量" 技能处理：引导完成Genesys Cloud音频故障排查——WebRTC诊断、网络要求、QoS设置、边缘服务器选择以及已知的服务可靠性问题。
用户提问："我们使用CX 2，想知道是否需要升级到CX 3——WFM功能值得升级吗？" 技能处理：对比CX 2与CX 3的功能——WFM预测、排班、语音分析、情感分析——并根据团队规模和当前痛点帮助评估ROI。
用户提问："如何设置Genesys与Salesforce CX Cloud的集成？" 技能处理：引导完成Genesys和Salesforce的CX Cloud设置——联合产品配置、Service Cloud Voice BYOT配置、Salesforce内的坐席工作台以及AppFoundry连接器选项。

Troubleshooting

故障排查

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.
通话中断和音频质量问题 检查WebRTC网络要求（UDP端口16384-32768）、边缘服务器距离、QoS配置以及ISP限流。监控status.mypurecloud.com查看区域故障。使用Genesys网络就绪评估工具进行测试。音频问题与浏览器版本相关——请保持Chrome/Edge为最新版本。
仪表板导航混乱——找不到未接来电或短信 Genesys Cloud UI按交互而非渠道组织内容。使用“Performance > Interactions”视图，通过筛选器查找未接/放弃的交互。短信请查看“ACD > Digital > Message Interactions”。通过Analytics API自定义仪表板可提供比内置UI更灵活的视图。
MFA管理——用户被锁定，无法清除设备 确保管理员拥有MFA管理权限（Directory > User > Edit MFA）。对于丢失MFA设备的用户，管理员可通过“User Management > Users > 查找用户 > 清除MFA”进行重置。若全局禁用但仍单独提供该功能，请联系Genesys产品支持进行重置。