Genesys Cloud

You can run a Genesys Cloud MCP Server to access a set of Platform API features through MCP-compatible clients. It exposes endpoints for queue management, conversation data, sentiment, transcripts, and OAuth client usage, enabling you to build chatbots and insights tools that tap Genesys Cloud data via MCP.

How to use

Use any MCP client or integration that speaks the Model Context Protocol to connect to this server. The server supports stdio (local) configuration via a command you run locally, and it provides OAuth-based authentication to access Genesys Cloud data. Typical usage patterns include querying queues and their volumes, retrieving representative samples of conversations, obtaining sentiment and topics for conversations, and fetching transcripts and voice quality metrics.

If you want to run using an MCP client that expects a local stdio server, you can start the MCP server through a command line entry like NPX to install and run it directly. The standard configuration uses an environment with your Genesys Cloud region and OAuth client credentials. Use the provided example to wire up your client settings.

{
  "mcpServers": {
    "genesyscloud": {
      "type": "stdio",
      "command": "npx",
      "args": ["-y", "@makingchatbots/genesys-cloud-mcp-server"],
      "env": {
        "GENESYSCLOUD_REGION": "<PUT REGION HERE>",
        "GENESYSCLOUD_OAUTHCLIENT_ID": "<PUT OAUTHCLIENT ID HERE>",
        "GENESYSCLOUD_OAUTHCLIENT_SECRET": "<PUT OAUTHCLIENT SECRET HERE>"
      }
    }
  }
}

How to install

Prerequisites: you need Node.js installed (recommended via Node Version Manager). You will also use npm or npx to install and run the MCP server.

Steps to install and run the MCP server locally:

nvm use
npm install
npm run dev

Configuration and security

Authentication is performed via OAuth. Create an OAuth Client in Genesys Cloud, grant it permissions for the tools you plan to use, and provide the following environment variables to your MCP server runs: GENESYSCLOUD_REGION, GENESYSCLOUD_OAUTHCLIENT_ID, GENESYSCLOUD_OAUTHCLIENT_SECRET.

The server is designed to run as a stdio MCP server for local development. For deployment or different environments, ensure the environment variables are available to the process and that the client configuration points to the correct Genesys Cloud region and credentials.

Notes and tips

This MCP server provides a bundle for Claude Desktop and supports an NPX-based startup path for quick experimentation. If you use Claude Desktop, install the MCP Bundle and configure the Region and OAuth Client in your extension settings to enable the Genesys Cloud tools in conversations.

Tools and endpoints overview

The server exposes a set of endpoints and tools to work with Genesys Cloud data, including: Search Queues, Query Queue Volumes, Sample Conversations By Queue, Voice Call Quality, Conversation Sentiment, Conversation Topics, Search Voice Conversation, Conversation Transcript, OAuth Clients, and OAuth Client Usage. Each tool enables you to retrieve specific data tied to queues, conversations, or OAuth clients via MCP requests.

Available tools

Search Queues

Searches for queues by name with wildcard support to find relevant queues quickly.

Query Queue Volumes

Retrieves conversation volumes and member counts for specified Queue IDs to understand activity.

Sample Conversations By Queue

Provides a representative set of Conversation IDs for a given Queue ID to sample activity.

Voice Call Quality

Fetches voice call quality metrics for one or more conversations by their IDs.

Conversation Sentiment

Retrieves sentiment scores for one or more conversations by their IDs to gauge mood.

Conversation Topics

Returns topics associated with a conversation to understand discussed themes.

Search Voice Conversation

Searches voice conversations using optional criteria to locate relevant calls.

Conversation Transcript

Retrieves the transcript of a conversation when available.

OAuth Clients

Lists all OAuth clients configured for Genesys Cloud access.

OAuth Client Usage

Shows OAuth client usage metrics for a given period.