How do I use Genesys Cloud MCP Server?

1. Click on "Install Server". 2. Wait a few minutes for the server to deploy. Once ready, it will show a "Started" state. 3. In the chat, type @ followed by the MCP server name and your instructions, e.g., "@Genesys Cloud MCP Server show me conversation volumes for queue 'customer_support' yesterday" That's it! The server will respond to your query, and you can continue using it as needed. Here is a step-by-step guide with screenshots.

Genesys Cloud MCP Server

npm

A Model Context Protocol (MCP) server for Genesys Cloud's Platform API.

Features

Tool	Description
Search Queues	Searches for queues by their name (supports wildcards)
Query Queue Volumes	Retrieves conversation volumes and member count by Queue IDs
Sample Conversations By Queue	Retrieves a representative sample of Conversation IDs for a Queue ID
Voice Call Quality	Retrieves voice call quality metrics for one or more conversations by ID
Conversation Sentiment	Retrieves the sentiment for one or more conversations by ID
Conversation Topics	Retrieves the topics for a conversation by ID
Search Voice Conversation	Searches voice conversations by optional criteria
Conversation Transcript	Retrieves conversation transcript
OAuth Clients	Retrieves a list of all the OAuth clients
OAuth Client Usage	Retrieves OAuth client usage for given period

Usage with Claude Desktop

MCP Bundle

This MCP Server provides an MCP Bundle (.mcpb file) along with each release, which is a single-click installable package for Claude Desktop. To use it:

Download the .mcpb file from the latest release
In Claude Desktop navigate to Settings > Extensions.
Open the .mcpb file with Claude
Configure the Region and OAuth Client for the extension

The extension will now be available in your conversations.

NPX

Add this to your claude_desktop_config.json:

{
  "mcpServers": {
    "genesys-cloud": {
      "type": "stdio",
      "command": "npx",
      "args": ["-y", "@makingchatbots/genesys-cloud-mcp-server"],
      "env": {
        "GENESYSCLOUD_REGION": "<PUT REGION HERE>",
        "GENESYSCLOUD_OAUTHCLIENT_ID": "<PUT OAUTHCLIENT ID HERE>",
        "GENESYSCLOUD_OAUTHCLIENT_SECRET": "<PUT OAUTHCLIENT SECRET HERE>"
      }
    }
  }
}

Usage with Gemini CLI

Add below to your .gemini/settings.json file. You can read more about the setup from the official guide.

{
  "mcpServers": {
    "genesysCloud": {
      "command": "npx",
      "args": ["-y", "@makingchatbots/genesys-cloud-mcp-server"],
      "env": {
        "GENESYSCLOUD_REGION": "${GENESYSCLOUD_REGION}",
        "GENESYSCLOUD_OAUTHCLIENT_ID": "${GENESYSCLOUD_OAUTHCLIENT_ID}",
        "GENESYSCLOUD_OAUTHCLIENT_SECRET": "${GENESYSCLOUD_OAUTHCLIENT_SECRET}"
      }
    }
  }
}

Authentication

This currently only supports a stdio server. To configure authentication you'll need to:

Create an OAuth Client in Genesys Cloud
Assign the permissions to it for the tools you want to be used
Provide the following environment variables when referencing the server:
- GENESYSCLOUD_REGION
- GENESYSCLOUD_OAUTHCLIENT_ID
- GENESYSCLOUD_OAUTHCLIENT_SECRET

Development

Getting Started

nvm use
npm install
npm run dev

Under active development

This is part of personal project to create a conversational Business Insights tool. It is a practical way for me to learn MCP servers, and how best to represent Genesys Cloud's Platform APIs in a way that can be easily consumed by LLMs.

There will be a lot of changes, and I will be sure to share my learnings in my newsletter.