Genesys Cloud MCP Server

Searches for routing queues based on their name, allowing for wildcard searches. Returns a paginated list of matching queues, including their Name, ID, Description (if available), and Member Count (if available). Also provides pagination details like current page, page size, total results found, and total pages available. Useful for finding specific queue IDs, checking queue configurations, or listing available queues.

Retrieves conversation analytics for a specific queue between two dates, returning a representative sample of conversation IDs. Useful for reporting, investigation, or summarisation.

Returns a breakdown of how many conversations occurred in each specified queue between two dates. Useful for comparing workload across queues. MAX 300 queue IDs.

Retrieves voice call quality metrics for one or more conversations by ID. This tool specifically focuses on voice interactions and returns the minimum Mean Opinion Score (MOS) observed in each conversation as structured JSON. MOS is a measure of perceived audio quality based on factors such as jitter, latency, packet loss, and codec. Use the following legend to interpret MOS values: • Poor: MOS < 3.5 • Acceptable: 3.5 ≤ MOS < 4.3 • Excellent: MOS ≥ 4.3

Retrieves sentiment analysis scores for one or more conversations. Sentiment is evaluated based on customer phrases, categorized as positive, neutral, or negative. The result includes both a numeric sentiment score (-100 to 100) and an interpreted sentiment label.

Retrieves Speech and Text Analytics topics detected for a specific conversation. Topics represent business-level intents (e.g. cancellation, billing enquiry) inferred from recognised phrases in the customer-agent interaction.

Searches for voice conversations within a specified time window, optionally filtering by phone number. Returns a paginated list of conversation IDs and call duration for use in further analysis or tool calls.

Retrieves a structured transcript of the conversation, including speaker labels, utterance timestamps, and sentiment annotations where available. The transcript is formatted as a time-aligned list of utterances attributed to each participant (e.g., customer or agent)

Retrieves a list of all OAuth clients, including their associated roles and divisions. This tool is useful for auditing and managing OAuth clients in the Genesys Cloud organization.

Retrieves the usage of an OAuth Client for a given period. It returns the total number of requests and a breakdown of Platform API endpoints used by the client.