Genesys Cloud MCP Server
About
Exposes Genesys Cloud tools like sentiment analysis, conversation search, and topic detection for LLMs.
Details
- Author
- makingchatbots
- GitHub stars
- 24
- Downloads
- 304
- Categories
- Communication, Other, AI, Community
- Tags
- #analytics, #customer-ops
Jump to
- Search queues by name with wildcard support
- Query conversation volumes and member counts
- Sample conversation IDs for a queue
- Retrieve voice call quality metrics
- Get conversation sentiment scores
- Fetch conversation transcripts
Setting up with Highlight
This MCP is not yet compatible with Highlight’s one-click setup. However, you can still use it with Highlight by following these steps:
- Download and install Highlight from highlightai.com/download
- Navigate to the plugins tab and select "Add Custom Plugin"
-
Configure the plugin with the settings below
Plugin Name
Genesys Cloud MCP ServerCommand (node, npx, python, etc.)Please refer to the README for specific instructions on how to obtain API keys or other required environment variables.
- Enable "Start Automatically" if you want the plugin to start when Highlight launches
From the repository
Install via the provided MCP bundle (.mcpb file) or via NPX by configuring GENESYSCLOUD_REGION, GENESYSCLOUD_OAUTHCLIENT_ID, and GENESYSCLOUD_OAUTHCLIENT_SECRET environment variables. The server runs over stdio.
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. MAX 300 queue IDs.
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 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
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 IDs and call duration 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)
oauth_clients
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.
oauth_client_usage
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.
Claude Desktop / Cursor
Paste into your MCP client config file to install this server.
{
"mcpServers": {
"genesys cloud mcp server": {
"genesys-cloud": {
"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>"
}
}
}
}
}McpServers
{
"genesys-cloud": {
"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>"
}
}
}A Model Context Protocol (MCP) server for Genesys Cloud's Platform API.
This MCP Server provides anMCP Bundle(.mcpb file) along with eachrelease, which is a single-click installable package for Claude Desktop. To use it:
- Download the.mcpbfile from thelatest release
- In Claude Desktop navigate to Settings > Extensions.
- Open the .mcpb file with Claude
- Configure the Region and OAuth Client for the extension
The extension will now be available in your conversations.
Add this to yourclaude_desktop_config.json:
{ "mcpServers": { "genesys-cloud": { "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>" } } } }
Add below to your.gemini/settings.jsonfile. You can read more about thesetup from the official guide.
{ "mcpServers": { "genesysCloud": { "command": "npx", "args": ["-y", "@makingchatbots/genesys-cloud-mcp-server"], "env": { "GENESYSCLOUD_REGION": "${GENESYSCLOUD_REGION}", "GENESYSCLOUD_OAUTHCLIENT_ID": "${GENESYSCLOUD_OAUTHCLIENT_ID}", "GENESYSCLOUD_OAUTHCLIENT_SECRET": "${GENESYSCLOUD_OAUTHCLIENT_SECRET}" } } } }
This currently only supports a stdio server. To configure authentication you'll need to:
- Create an OAuth Client in Genesys Cloud
- Assign the permissions to it for the tools you want to be used
- Provide the following environment variables when referencing the server:
- GENESYSCLOUD_REGION
- GENESYSCLOUD_OAUTHCLIENT_ID
- GENESYSCLOUD_OAUTHCLIENT_SECRET
There will be a lot of changes, and I will be sure toshare my learnings in my newsletter.
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