Genesys Cloud MCP Plus

Enhanced Genesys Cloud analytics with 15 comprehensive tools

Actions8

Overview

This node integrates with an enhanced analytics platform for Genesys Cloud, providing multiple tools to analyze and monitor contact center data. Specifically, the "Voice Call Quality" operation retrieves voice call quality metrics such as MOS (Mean Opinion Score) scores for given conversations. This is useful for contact center managers or analysts who want to assess the audio quality of calls to ensure customer satisfaction and identify potential issues in communication channels.

Practical examples include:

  • Monitoring call quality trends over time by analyzing MOS scores.
  • Investigating specific conversations flagged for poor audio quality.
  • Correlating call quality with agent performance or customer sentiment.

Properties

Name Meaning
Conversation IDs Comma-separated list of conversation IDs for which to retrieve voice call quality metrics

Output

The node outputs an array of JSON objects, each corresponding to one input item. Each JSON object contains the voice call quality metrics retrieved from the external service for the specified conversation IDs. The exact structure depends on the external API response but typically includes MOS scores and related call quality indicators.

No binary data output is indicated for this operation.

Example output snippet (conceptual):

{
  "conversationId": "abc123",
  "mosScore": 4.2,
  "jitter": 5,
  "packetLoss": 0.1,
  "latency": 30
}

Dependencies

  • Requires an API key credential for authenticating with the Genesys Cloud MCP Plus analytics service.
  • The node depends on the external GenesysCloudMcpPlusService class to perform API requests.
  • Proper configuration of the API credentials within n8n is necessary.

Troubleshooting

  • Common issues:

    • Invalid or missing conversation IDs may result in empty or error responses.
    • Network or authentication failures can cause request errors.
    • Passing improperly formatted conversation ID strings (e.g., missing commas) may lead to unexpected results.

  • Error messages:

    • Unknown operation: <operation>: Indicates that the selected operation is not supported; verify the operation name.
    • API errors returned from the external service will be included in the output if "Continue On Fail" is enabled.

  • Resolutions:

    • Ensure conversation IDs are correctly formatted as comma-separated strings.
    • Verify API credentials are valid and have sufficient permissions.
    • Check network connectivity and endpoint availability.

Links and References

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