Genesys Cloud - Developer Community!

Hi, @Rodrigo Rossi

Coming from Genesys Engage, I would study Genesys Cloud in layers and avoid trying to map everything one-to-one.

I would start with the basics: users, roles, divisions, queues, skills, routing, presence, utilization, and conversations.

After that, I would focus on Architect, especially if you worked with IRD or Composer before. Practice with inbound flows, in-queue flows, variables, reusable tasks, and transfers.

Then move to integrations and development topics: Data Actions, OAuth clients, APIs, JSON payloads, API Explorer, and the Developer Center.

I would also spend time with troubleshooting and reporting: interaction timeline, conversation details, analytics views, and audit logs.

My main advice is to build small use cases in a test org. Create a flow, call a Data Action, set participant data, route to a queue, and then review the result in Analytics and through the API.

The biggest change from Engage to Cloud is the mindset: less focus on servers and components, and more focus on configuration, APIs, permissions, and reusable building blocks.

Hi, @Rodrigo Rossi

Coming from Genesys Engage, I would study Genesys Cloud in layers and avoid trying to map everything one-to-one.

I would start with the basics: users, roles, divisions, queues, skills, routing, presence, utilization, and conversations.

After that, I would focus on Architect, especially if you worked with IRD or Composer before. Practice with inbound flows, in-queue flows, variables, reusable tasks, and transfers.

Then move to integrations and development topics: Data Actions, OAuth clients, APIs, JSON payloads, API Explorer, and the Developer Center.

I would also spend time with troubleshooting and reporting: interaction timeline, conversation details, analytics views, and audit logs.

My main advice is to build small use cases in a test org. Create a flow, call a Data Action, set participant data, route to a queue, and then review the result in Analytics and through the API.

The biggest change from Engage to Cloud is the mindset: less focus on servers and components, and more focus on configuration, APIs, permissions, and reusable building blocks.