Overview

Introduction

The Genesys Cloud connector enables 2Ring Dashboards & Wallboards (DW) to display real-time and historical contact center metrics from Genesys Cloud CX. It integrates with Genesys via Public APIs and uses built-in calculation functions to provide interactive dashboards for supervisors, analysts, and decision-makers.

The connector supports both Grid and KPI segments and is optimized for different data refresh mechanisms — real-time via active subscriptions or periodic polling for historical data.

Key Features

  • Real-time and historical metrics via REST APIs and WebSockets

  • Built-in Grid and KPI functions with parameterized configurations

  • Support for key data types, including:

    • Conversation aggregates

    • User status aggregates

    • Flow aggregates

  • License usage monitoring and filtering

  • Support for embedding DW layouts into Genesys Cloud Desktop

Built-in Calculations

The Genesys Cloud connector provides built-in Grid and KPI Calculation Functions for real-time and historical monitoring. These cover agent status, queue performance, conversations, flows, and campaign metrics. Calculations are refreshed either actively (via notifications) or passively (via polling), offering flexibility for both live dashboards and performance reporting.

Embedding into Genesys Cloud

DW layouts can be embedded directly into the Genesys Cloud interface using the Client Application integration feature. Both widget and standalone layout types are supported and can be configured via Genesys Admin tools.

Anonymous access and domain/IP whitelisting must first be enabled by 2Ring Support to allow secure embedding.

Enablement & Prerequisites

Before the connector can begin syncing data from Genesys Cloud, the 2Ring DW integration must be present and active in the customer’s Genesys Cloud environment. This includes:

  • Having the 2Ring Dashboards & Wallboards Genesys integration activated

  • Providing required OAuth credentials and API base URL

  • Ensuring correct user roles and permissions are assigned in Genesys Cloud

All setup steps are handled by the 2Ring Support Team in coordination with your organization. No manual configuration by end users is required.

Configuration

All configuration of the connector — including data source settings, OAuth credentials, license filters, and access permissions — is handled exclusively by the 2Ring Support Team. Customers can request changes through standard support channels.

To get started or make adjustments, please contact 2Ring Support or your system integrator.

Use Cases

The connector is suitable for organizations using Genesys Cloud CX as their contact center platform and wanting to:

  • Monitor agent activity, queue performance, or call outcomes in real time

  • Visualize key historical trends such as service levels or handle times

  • Optimize contact center operations through configurable KPIs

  • Track and validate license usage dynamically based on active agent sessions