sales-genesys

name	sales-genesys
description	Genesys Cloud CX platform help — enterprise CCaaS with AI experience orchestration, omnichannel ACD routing (voice + digital), Architect IVR/flow builder, workforce management (WFM), quality management, predictive routing, agent assist, outbound dialer, Interaction Analytics, AppFoundry marketplace, REST Platform API with OAuth 2.0 and regional endpoints, deep Salesforce integration (CX Cloud + Service Cloud Voice), 4 tiers CX1–CX4 priced per user/mo plus telephony minutes (AI is CX4-only, WFM needs CX3). Use when setting up Genesys routing or Architect flows, WFM forecasting not matching actual volume, quality evaluations not triggering coaching, dropped calls or audio quality, comparing pricing tiers, integrating with Salesforce or ServiceNow, reporting hard to navigate, MFA management, Genesys API integration, or evaluating enterprise CCaaS platforms. Do NOT use for a general coaching program (use /sales-coaching) or comparing CCaaS platforms (use /sales-ccaas-selection).
argument-hint	[describe what you need help with in Genesys Cloud CX]
license	MIT
version	1.0.1
tags	["sales","contact-center","ccaas","platform"]
github	https://github.com/MyPureCloud

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}"