Genesys Casual

Hello everyone, how are you?


We generally have many daily tasks. In some cases, user registration.

I created an application to close a list of interactions in a specific queue.

I want to know what can be automated. What have you already done to make the work easier?

Hello @Juliano Fernandes Mendes Pimentel De Paiva.

I've automated a lot of user management routines, like Group updates, Copilot user management, and agent queue updates. Sometimes I have to help the management team to update some users, and in the past, it took a lot of time; now I have some simple scripts to do this really fast.

Basically, everything can be automated in Genesys Cloud, and this is really amazing. I'm trying to build a personal library with some task automation to make life easier. 

Hi Juliano,

Some daily operational tasks we have automated to reduce repetitive manual work include:

- Group management/user assignment automation
- Topic/sentiment trigger alerts for things like customer frustration or potential agent knowledge gaps

Even small automations around repetitive daily operational tasks can save a lot of time over time.

Hi Juliano De Paiva,

There's really a lot that can be automated in Genesys Cloud. Over time, I ended up creating some simple automations for day-to-day tasks like user updates, groups, queues, schedules, wrap-up codes, prompts, and other routine admin activities.

Nothing too fancy, but it helps a lot with repetitive work, saves time, and reduces manual mistakes. Little by little, these small automations make daily operations much easier.

For me, if it's something repetitive that needs to be done often, it's usually worth looking at automation.

Thank you very much for your contribution.

Are these automations using Python as an example? Or some other tool to combine API usage?

Hi Juliano,

In our case, it is mainly a combination of Google Apps Script, APIs, workflows, and some native Genesys capabilities/triggers depending on the use case.

For example, the group management automation was built using Google Apps Script with API calls running on scheduled times. We chose Google Apps Script mainly because it integrated easily with our Google Sheets-based processes/configuration and was quick to maintain and schedule for operational tasks.

Hello @Phaneendra Avatapalli.

Thank you for sharing. Thank you.

Hi Juliano De Paiva,

It depends a lot on the kind of task you want to automate.

In my case, Python is one option I like to use, mainly for scripts that consume the Genesys Cloud APIs and help with routine admin tasks, such as users, queues, groups, schedules, wrap-up codes, prompts, and similar items.

Genesys also provides official SDKs and examples that can be used as a starting point. For Python, this is a good reference:
https://mypurecloud.github.io/platform-client-sdk-python/

But it does not need to be only Python. Depending on the scenario, you could also use Node.js, .NET, direct REST API calls, or other automation tools.

I usually prefer to start from the daily pain point first, and then choose the best tool after that. If the task is repetitive, manual, and follows clear rules, it is probably a good candidate for automation.

Hope this helps.

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Luiz Rosa
Full stack developer
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Understood @Luiz Rosa.

Very enlightening. Thank you.

Good morning!

Does anyone have any ideas for a ready-made solution for agent mirroring? I mean replicating permissions, roles, queues, skills, and groups?