sales-genesys

name	sales-genesys
description	Genesys Cloud CX platform help — enterprise CCaaS with AI-powered experience orchestration, omnichannel ACD routing (voice + digital), Architect IVR/flow builder, workforce management (WFM forecasting/scheduling/adherence), quality management (evaluations/scoring), predictive routing, agent assist, virtual agents, outbound dialer, Interaction Analytics, AppFoundry marketplace (450+ apps), REST Platform API with OAuth 2.0 and 15 regional endpoints, deep Salesforce integration (CX Cloud joint product + Service Cloud Voice BYOT), 4 tiers CX1 $75/CX2 $115/CX3 $155/CX4 $240 per user/mo + telephony minutes. Use when setting up Genesys Cloud routing or Architect flows, WFM forecasting not matching actual volume, quality management evaluations not triggering coaching, dropped calls or audio quality issues, comparing Genesys pricing tiers, integrating Genesys with Salesforce or ServiceNow, Genesys reporting hard to navigate, MFA management confusing, Genesys API integration, or evaluating enterprise CCaaS platforms. Do NOT use for building 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	1.0.0
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}"