Genesys Cloud - Main

Summary
In our Service Desk environment, we manage a large number of Genesys groups that directly influence call routing and operational behaviour. Managing these groups manually has become time-consuming and error-prone.

Even small mistakes can result in users being in the wrong groups, receiving calls they shouldn't, or being excluded from required routing.

This has been a good win for us, so sharing here in case it helps others facing similar challenges.

Problem

1. Group membership changes were handled manually in the Genesys UI.

2. The number of groups increased the risk of mistakes or missed updates.

3. Users occasionally remained in incorrect groups longer than intended.

4. The process relied heavily on manual checks and human consistency.

Solution

We automated Genesys group membership management using the Groups API with OAuth authentication, with Google Sheets acting as the controlled source of truth.

Group membership is managed via a Google Sheet and updated through Google Apps Script. Based on the sheet's state, users are moved between groups automatically - when a user is added to one group, they are removed from others, and when they are removed, they are added back to the appropriate groups. This ensures users are never in conflicting groups at the same time.

The process includes confirmation prompts and guardrails to prevent accidental changes, ensuring updates are intentional and consistent.

After each run, the automation produces an output summary sheet that shows the final state of each group, giving a clear, up-to-date view of who is in which group. This makes it easy to validate changes, spot issues quickly, and avoid uncertainty about group membership.

Key Benefits

• ✅ Reduced manual administration effort

• ✅ Improved accuracy and consistency of group membership

• ✅ Lower risk of users receiving calls they shouldn't

• ✅ Clearer visibility and control over group state

#GenesysAPI#OAuth#DevOps#ITAutomation

#Routing(ACD/IVR)

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Phaneendra
Technical Solutions Consultant
Monash University
Australia
------------------------------

------------------------------
Kaio Oliveira
Sr Systems Analyst
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM
------------------------------

Original Message:
Sent: 02-08-2026 19:43
From: Phaneendra Avatapalli
Subject: Use Case: Automating Genesys Group Membership Management

Summary
In our Service Desk environment, we manage a large number of Genesys groups that directly influence call routing and operational behaviour. Managing these groups manually has become time-consuming and error-prone.

Even small mistakes can result in users being in the wrong groups, receiving calls they shouldn't, or being excluded from required routing.

This has been a good win for us, so sharing here in case it helps others facing similar challenges.

Problem

1. Group membership changes were handled manually in the Genesys UI.

2. The number of groups increased the risk of mistakes or missed updates.

3. Users occasionally remained in incorrect groups longer than intended.

4. The process relied heavily on manual checks and human consistency.

Solution

We automated Genesys group membership management using the Groups API with OAuth authentication, with Google Sheets acting as the controlled source of truth.

Group membership is managed via a Google Sheet and updated through Google Apps Script. Based on the sheet's state, users are moved between groups automatically - when a user is added to one group, they are removed from others, and when they are removed, they are added back to the appropriate groups. This ensures users are never in conflicting groups at the same time.

The process includes confirmation prompts and guardrails to prevent accidental changes, ensuring updates are intentional and consistent.

After each run, the automation produces an output summary sheet that shows the final state of each group, giving a clear, up-to-date view of who is in which group. This makes it easy to validate changes, spot issues quickly, and avoid uncertainty about group membership.

Key Benefits

• ✅ Reduced manual administration effort

• ✅ Improved accuracy and consistency of group membership

• ✅ Lower risk of users receiving calls they shouldn't

• ✅ Clearer visibility and control over group state

#GenesysAPI#OAuth#DevOps#ITAutomation

#Routing(ACD/IVR)

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia
------------------------------

Thank you Kaio, really appreciate it!

Reducing manual effort while keeping strong guardrails was the key goal for us.

Always keen to learn how others are approaching similar challenges too

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia
------------------------------

Original Message:
Sent: 02-08-2026 21:13
From: Kaio Oliveira
Subject: Use Case: Automating Genesys Group Membership Management

Very good, Phaneendra.

 

The idea of ​​​​automating while avoiding errors is always the right approach.

 

Really good

------------------------------
Kaio Oliveira
Sr Systems Analyst
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

Original Message:
Sent: 02-08-2026 19:43
From: Phaneendra Avatapalli
Subject: Use Case: Automating Genesys Group Membership Management

Summary
In our Service Desk environment, we manage a large number of Genesys groups that directly influence call routing and operational behaviour. Managing these groups manually has become time-consuming and error-prone.

Even small mistakes can result in users being in the wrong groups, receiving calls they shouldn't, or being excluded from required routing.

This has been a good win for us, so sharing here in case it helps others facing similar challenges.

Problem

1. Group membership changes were handled manually in the Genesys UI.

2. The number of groups increased the risk of mistakes or missed updates.

3. Users occasionally remained in incorrect groups longer than intended.

4. The process relied heavily on manual checks and human consistency.

Solution

We automated Genesys group membership management using the Groups API with OAuth authentication, with Google Sheets acting as the controlled source of truth.

Group membership is managed via a Google Sheet and updated through Google Apps Script. Based on the sheet's state, users are moved between groups automatically - when a user is added to one group, they are removed from others, and when they are removed, they are added back to the appropriate groups. This ensures users are never in conflicting groups at the same time.

The process includes confirmation prompts and guardrails to prevent accidental changes, ensuring updates are intentional and consistent.

After each run, the automation produces an output summary sheet that shows the final state of each group, giving a clear, up-to-date view of who is in which group. This makes it easy to validate changes, spot issues quickly, and avoid uncertainty about group membership.

Key Benefits

• ✅ Reduced manual administration effort

• ✅ Improved accuracy and consistency of group membership

• ✅ Lower risk of users receiving calls they shouldn't

• ✅ Clearer visibility and control over group state

#GenesysAPI#OAuth#DevOps#ITAutomation

#Routing(ACD/IVR)

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia
------------------------------