Genesys Cloud CX
PreferredFeature-rich cloud contact centre with the most complete real-time dataset.
Setup time
~20 minutes
Auth method
OAuth
Agent matching
Email (automatic)
Live dashboard
Full support
What you get
- Automatic call ingestion
- Recording download for AI scoring
- Email-based agent matching
- Real-time agent presence and conversation summary
- Live queue observations with SLA, wait time, and abandon rate
- Real-time agent status
- Live queue stats
Credentials you'll need
These are the values you'll paste into Call Coach IQ when setting up the integration. Gather them from Genesys Cloud CX before starting.
The API hostname for your region, e.g. https://api.mypurecloud.com (US East) or https://api.euw2.pure.cloud (London).
Example: https://api.mypurecloud.com
Admin → Integrations → OAuth → your app → Client ID field.
Admin → Integrations → OAuth → your app → Client Secret field. Click Regenerate if no secret exists.
Step-by-step setup
Follow these steps in your Genesys Cloud CX account, then enter the credentials in Call Coach IQ → Admin → System & Data → Third-Party API Integration.
- 1
Open Admin → Integrations → OAuth
In your Genesys Cloud admin portal navigate to Admin → Integrations → OAuth and click Add Client.
Genesys Cloud Login - 2
Configure the OAuth client
Set Grant Type to "Client Credentials". Under Roles assign the built-in roles: Analytics (View), Routing (View), Users (View), Presence (View).
- 3
Copy Client ID and Secret
After saving, copy both the Client ID and Client Secret from the app detail screen.
- 4
Identify your region API URL
Check your browser URL when logged in — the region prefix (e.g. mypurecloud.com, pure.cloud) determines the correct API base URL.
💡 Full list of region endpoints: https://developer.genesys.cloud/platform/api/
- 5
Enter credentials in Call Coach IQ
In Admin → System & Data, select Genesys Cloud CX and paste the region URL, Client ID, and Client Secret.
Not what you're looking for? Request a new integration
Ready when you are
Try it free with a real call — no account, no setup. Or book a demo to walk through the platform on your own data.