Genesys Cloud MCP Server

search_queues

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.

sample_conversations_by_queue

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

query_queue_volumes

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

voice_call_quality

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, helping identify degraded or poor-quality voice calls.

conversation_sentiment

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.

conversation_topics

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.

search_voice_conversations

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

conversation_transcript

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)