slug: genesys provider: Genesys generated_by: planning/capability-mapping/scripts/classify_capabilities.py model: claude-opus-5 frame: - Telecommunications min_confidence: 0.7 capability_model: source: https://github.com/vincentmakes/turbo-ea-capabilities license: CC-BY-4.0 attribution: Turbo EA Capabilities by Vincent Verdet — Turbo EA, https://github.com/vincentmakes/turbo-ea-capabilities, CC BY 4.0 notice: NOTICE edge_count: 23 edges: - tag: Learning spec_file: genesys-learning-api-openapi.yml capability_id: BC-300.40 capability_id_l1: BC-300 capability_name: Learning & Development Management confidence: 0.92 evidence: '"Create Learning Assignment", "List of Learning module Assignments", "Score learning assessment for preview", schema "AssignedLearningModule"' reason: Operations assign, reschedule, reassign and score learning modules and assessments for users — agent training administration, which is plainly Learning & Development Management within the employee lifecycle. - tag: General Data Protection Regulation spec_file: genesys-general-data-protection-regulation-api-openapi.yml capability_id: BC-130.50 capability_id_l1: BC-130 capability_name: Privacy & Data Protection Management confidence: 0.9 evidence: POST /api/v2/gdpr/requests "Submit a new GDPR request"; GET /api/v2/gdpr/subjects "Get GDPR subjects"; schema GDPRRequest reason: Operations submit and track GDPR data-subject requests and identify data subjects — directly privacy and data protection compliance (data subject rights). - tag: Authorization spec_file: genesys-authorization-api-openapi.yml capability_id: BC-620.20 capability_id_l1: BC-620 capability_name: Identity & Access Management confidence: 0.85 evidence: '"Add an access control policy for a specified resource target and subject"; schemas AuthzGrantRole, AuthzSubject, AuthzGrantPolicy, Division' reason: Divisions, roles, subjects, grants and access-control policies are identity and access management for the platform tenant. - tag: Employee Engagement spec_file: genesys-employee-engagement-api-openapi.yml capability_id: BC-300.60 capability_id_l1: BC-300 capability_name: Employee Experience Management confidence: 0.85 evidence: POST /api/v2/employeeengagement/recognitions Creates a recognition; GET /api/v2/employeeengagement/celebrations Get all celebrations reason: Recognitions and celebrations for staff are engagement/workplace-experience programmes, squarely Employee Experience Management. - tag: External Contacts spec_file: genesys-external-contacts-api-openapi.yml capability_id: BC-420.10 capability_id_l1: BC-420 capability_name: Customer Data Management confidence: 0.85 evidence: POST /api/v2/externalcontacts/bulk/contacts/update Bulk update contacts; postExternalcontactsBulkContactsEnrich Bulk Enrich Contacts; ExternalOrganization reason: CRUD, bulk maintenance, enrichment and unresolved-ancestor resolution of external contacts and organisations is customer master-data/identity management. - tag: Identity Provider spec_file: genesys-identity-provider-api-openapi.yml capability_id: BC-620.20 capability_id_l1: BC-620 capability_name: Identity & Access Management confidence: 0.8 evidence: PUT /api/v2/identityproviders/generic "Update/Create Generic SAML Identity Provider"; schemas ADFS, Okta, SAMLProvider, PingIdentity reason: Operations configure SAML/SSO identity providers (ADFS, Okta, G Suite, PingIdentity) for the organisation — identity federation, i.e. Identity & Access Management. Some ambiguity with tenant identity federation framing. - tag: OAuth spec_file: genesys-oauth-api-openapi.yml capability_id: BC-4270.40 capability_id_l1: BC-4270 capability_name: Developer Identity & Credential Management confidence: 0.78 evidence: '"Get OAuth Client", "Regenerate Client Secret", "The list of OAuth scopes", schema "OAuthClientRequest"' reason: Issues and manages OAuth client credentials, secrets, scopes and authorisations used by integrations against the public API — developer identity and credential stewardship. Some overlap with API consumption governance given the client usage-query operations. - tag: Agent Assistants spec_file: genesys-agent-assistants-api-openapi.yml capability_id: BC-430.30 capability_id_l1: BC-430 capability_name: Contact Centre Operations Management confidence: 0.75 evidence: POST /api/v2/assistants/agentchecklists Create an agent checklist; PUT /api/v2/assistants/{assistantId}/queues/{queueId} Create a queue assistant association reason: Agent checklists and association of assistants to contact-centre queues and users — operational configuration of contact-centre agent assistance, i.e. contact centre operations rather than a distinct customer-facing capability. - tag: Case Management spec_file: genesys-case-management-api-openapi.yml capability_id: BC-430 capability_id_l1: BC-430 capability_name: Customer Service Management confidence: 0.75 evidence: GET /api/v2/casemanagement/cases/{caseId}/associations Get a list of Case associations for the Case.; POST /api/v2/casemanagement/cases/associations/query Query for Case associations by interaction. reason: Cases linked to customer interactions/conversations, with case plans, stages, steps and intake settings — this is customer-service case handling in a contact centre. Left at L1 because the evidence does not clearly separate inquiry handling from complaint/issue resolution. recovered_from: sweep-20260828T235257Z-edges.json - tag: Conversations spec_file: genesys-conversations-api-openapi.yml capability_id: BC-430.10 capability_id_l1: BC-430 capability_name: Customer Inquiry Management confidence: 0.75 evidence: POST /api/v2/analytics/conversations/details/query Query for conversation details; CreateCallbackCommand, ConversationEventTyping, MessagingSetting reason: 'This is the contact-centre interaction surface: customer conversations across voice, email and messaging plus callbacks and conversation analytics — inbound customer contact handling. Some ambiguity between inquiry handling and contact-centre operations, hence 0.75.' - tag: Routing spec_file: genesys-routing-api-openapi.yml capability_id: BC-430.30 capability_id_l1: BC-430 capability_name: Contact Centre Operations Management confidence: 0.75 evidence: GET /api/v2/routing/queues/{queueId}/estimatedwaittime "Get Estimated Wait Time"; "Get available media types"; "Query for queue observations"; schemas SkillGroupRoutingCondition, UserRoutingSkillPost reason: ACD queue, skill, language and media-type routing configuration with queue observation analytics — core contact centre operations. Note this is interaction routing, not telecom network routing. - tag: Textbots spec_file: genesys-textbots-api-openapi.yml capability_id: BC-430.40 capability_id_l1: BC-430 capability_name: Self-Service Management confidence: 0.75 evidence: '"Send an intent to a bot to start a dialog/interact with it via text", "Create an execution instance of a bot flow definition."' reason: Text bot flows and bot dialog execution are automated self-service conversational channels, matching Self-Service Management (chatbots). - tag: Workforce Management spec_file: genesys-workforce-management-api-openapi.yml capability_id: BC-430.30 capability_id_l1: BC-430 capability_name: Contact Centre Operations Management confidence: 0.75 evidence: '''Starts importing the uploaded short term forecast''; schemas WfmAgentHistoricalAdherenceResponse, WorkPlanPatternRequest, EstimateAvailablePartialDayTimeOffResponse' reason: Contact-centre workforce management — forecasting, scheduling, work plans, adherence and time off for agents in management/business units. The frame places workforce management explicitly under contact centre operations management. - tag: Language Understanding spec_file: genesys-language-understanding-api-openapi.yml capability_id: BC-610.60 capability_id_l1: BC-610 capability_name: Artificial Intelligence Management confidence: 0.72 evidence: '"Create an NLU Domain", schemas "IntentDefinition", "NluDomainVersion", "NluQualityReportSummaryMetric", "MinerExecuteRequest"' reason: Operations manage natural-language-understanding domains, intents, entities, training feedback and quality/confusion-matrix reports — i.e. the lifecycle and quality management of ML models, which maps to Artificial Intelligence Management. No customer-service or telecom capability is exercised; this is model authoring, not conversation handling. - tag: Objects spec_file: genesys-objects-api-openapi.yml capability_id: BC-620.20 capability_id_l1: BC-620 capability_name: Identity & Access Management confidence: 0.72 evidence: '"Returns an authorization division.", "Assign a list of objects to a division", schema "AuthzDivision"' reason: Despite the generic tag, the operations manage authorization divisions and assign objects to them — the access-scoping construct of the platform's permission model, i.e. Identity & Access Management. - tag: Agent UI spec_file: genesys-agent-ui-api-openapi.yml capability_id: BC-430.30 capability_id_l1: BC-430 capability_name: Contact Centre Operations Management confidence: 0.7 evidence: GET /api/v2/users/agentui/agents/autoanswer/{agentId}/settings — "Get agent auto answer settings" reason: Operations configure auto-answer behaviour for contact-centre agents' interaction handling, i.e. running the contact centre agent desktop, which sits under Contact Centre Operations Management. Thin surface (4 ops on a settings object), so moderate confidence. - tag: Coaching spec_file: genesys-coaching-api-openapi.yml capability_id: BC-300.40 capability_id_l1: BC-300 capability_name: Learning & Development Management confidence: 0.7 evidence: PATCH /api/v2/coaching/appointments/{appointmentId}/status Update the status of a coaching appointment; CreateCoachingAppointmentRequest, CoachingAnnotation reason: Scheduling, annotating and tracking coaching appointments for staff (with WFM schedule references) is employee capability building/development, so Learning & Development is the closest fit; some ambiguity with performance (Talent) management keeps confidence moderate. - tag: Gamification spec_file: genesys-gamification-api-openapi.yml capability_id: BC-300.20 capability_id_l1: BC-300 capability_name: Talent Management confidence: 0.7 evidence: '"Write External Metric Data", "Create External Metric Definition" under /api/v2/employeeperformance/externalmetrics, "Leaderboard of the requesting user''s division or performance profile"' reason: Operations define and score employee performance metrics, objectives, performance profiles, leaderboards and contests for agents — employee performance management. Mapped to Talent Management (performance); some ambiguity versus employee experience/engagement. recovered_from: sweep-20260828T235257Z-edges.json - tag: Knowledge spec_file: genesys-knowledge-api-openapi.yml capability_id: BC-430.40 capability_id_l1: BC-430 capability_name: Self-Service Management confidence: 0.7 evidence: POST /api/v2/knowledge/knowledgebases 'Create new knowledge base'; GET /api/v2/knowledge/knowledgebases/{knowledgeBaseId}/unanswered/groups 'Get knowledge base unanswered groups' reason: Knowledge bases, categories, documents and guest search for a contact-centre/self-service context match Self-Service Management (FAQ, knowledge base, chatbots). Some overlap with generic Knowledge Management (BC-830) keeps confidence moderate. recovered_from: sweep-20260828T235257Z-edges.json - tag: Notifications spec_file: genesys-notifications-api-openapi.yml capability_id: BC-4270.80 capability_id_l1: BC-4270 capability_name: Webhook & Event Subscription Management confidence: 0.7 evidence: GET /api/v2/notifications/availabletopics 'Get available notification topics.'; POST /api/v2/notifications/channels/{channelId}/subscriptions 'Add a list of subscriptions to the existing list of subscriptions' reason: Platform event notification channels and topic subscriptions exposed to integrators — outbound event subscription management on the developer platform. Not end-customer messaging. recovered_from: sweep-20260828T235257Z-edges.json - tag: SCIM spec_file: genesys-scim-api-openapi.yml capability_id: BC-620.20 capability_id_l1: BC-620 capability_name: Identity & Access Management confidence: 0.7 evidence: GET /api/v2/scim/users/{userId} "Get a user"; PUT /api/v2/scim/groups/{groupId} "Replace a group"; schemas ScimV2CreateUser, ScimServiceProviderConfigAuthenticationScheme reason: SCIM user and group provisioning endpoints implement identity lifecycle synchronisation from an external identity provider — identity and access management. Could alternatively be framed as tenant identity federation; IAM is the more general honest fit. - tag: Usage spec_file: genesys-usage-api-openapi.yml capability_id: BC-4270.50 capability_id_l1: BC-4270 capability_name: API Consumption Governance confidence: 0.7 evidence: '"Query for OAuth client API usage", "Query your organization''s public api usage", schema ClientPublicApiUsageQueryRequest' reason: Surface reports and analyses API consumption per OAuth client and per organisation, matching API consumption governance (usage analytics/quota visibility) for a platform's public API. recovered_from: sweep-20260828T235257Z-edges.json - tag: WebChat spec_file: genesys-webchat-api-openapi.yml capability_id: BC-430.10 capability_id_l1: BC-430 capability_name: Customer Inquiry Management confidence: 0.7 evidence: POST /api/v2/webchat/guest/conversations 'Create an ACD chat conversation from an external customer.' reason: Creates and manages guest chat conversations routed to ACD agents — inbound customer contact capture and routing, i.e. customer inquiry management. Some of the surface is deployment configuration, hence not higher.