Genesys Cloud CX includes in its billing calculations all API calls made using your organization's OAuth clients, as well as those from custom or third-party applications, integrations, and solutions, including AppFoundry apps. However, API requests made by Genesys Cloud's own browser, web, and mobile applications, as well as certain embedded clients like Genesys Cloud for Chrome, Genesys Cloud for Firefox, Genesys Cloud for Salesforce, and Genesys Cloud for Zendesk, are not included in the API usage data for billing purposes. This distinction ensures that only external API usage contributes to billing calculations.

In Genesys Cloud CX, a number plan defines the structure of dialed numbers, including how many digits are expected and which patterns should be matched to properly route calls. This ensures consistent and accurate call handling across the system.

When making the initial GET request to https://api/v2/conversations/{conversationId}/recordings , if the recording is not yet available (e.g., it's still being transcoded), the API responds with a 202 Accepted status code and an empty response body, meaning the mediaUri is not included in this response. Once the recording becomes available, subsequent requests will return a 200 OK status code along with the mediaUri in the JSON response body, allowing access to the recording.

Cloud CX supports more than 100 agents per Management Unit. Management Units are used to logically group agents for scheduling and forecasting, and there is no such hard limit of 100 agents per unit.

The query specifies "mediaType" as email, indicating that it is focused on email conversations. It filters by "queueId", suggesting the conversations are filtered by a specific queue. The "Handle" metric is used, and it has a condition of gt 90000, which translates to more than 15 minutes of handle time (since handle time is typically measured in milliseconds, and 90000 ms equals 90 seconds or 1.5 minutes).

This query filters for email conversations where the handle time is greater than 15 minutes, with the results ordered in ascending order based on the conversation start time.

When contacting the Genesys Cloud CX support team, you represent your organization using the Organization ID, which uniquely identifies your Genesys Cloud instance and helps support quickly access your account details.

In Genesys Cloud CX, when making API requests that return a list of resources, if you don't specify paging parameters ( pageSize and pageNumber ), the system defaults to a page size of 25 results. This means that the response will include up to 25 items per page unless you define otherwise.

Wrap-up Codes in Genesys Cloud CX are used by agents to categorize the outcome of calls and chats after an interaction ends, enabling detailed tracking and reporting of customer interactions.

In Genesys Cloud CX, when scheduling a callback via a POST request to /api/v2/conversations/callbacks , you can specify either queueId or routingData :

queueId : This parameter is used for basic routing, directing the callback to a specific queue by its unique identifier. It facilitates straightforward ACD (Automatic Call Distribution) routing without additional routing attributes.

routingData : This parameter allows for more advanced routing configurations. It enables the inclusion of additional routing attributes such as skills, languages, or other criteria, providing greater control over how the callback is routed within the system.

In the Genesys Cloud CX API, when using the GET method to retrieve details for a specific flow, the identifier you need to provide is flowId, which uniquely identifies the flow within the system.