In Genesys Cloud CX, the Conversations API includes endpoints that allow interaction with various types of conversations. The endpoints GET /api/v2/conversations/callbacks,GET /api/v2/conversations/calls,GET /api
/v2/conversations/chats, and GET /api/v2/conversations/messagesare part of this API and are used to retrieve information about callbacks, calls, chats, and messages, respectively. GET /api/v2/conversations/participants is not a valid endpoint, and GET /api/v2/conversations/attributes does not correspond to a standard Conversations API endpoint.

Genesys Cloud CX provides Platform Recording APIs that enable users to download recordings programmatically. This allows for efficient retrieval and management of recorded interactions.
Genesys Cloud CX supports integrations with cloud storage services, such as AWS S3, allowing organizations to store recordings externally. This facilitates bulk downloading and long-term storage of recordings.

In Genesys Cloud CX, a Service Level of 80 with a Service Level Target of 20 seconds means the goal is to answer 80% of incoming voice interactions within 20 seconds, aligning with common contact center performance standards.

Genesys Cloud CX uses aNumber planto consolidate and interpret routing information from all sites. This plan defines how dialed numbers are handled and routed across the system, ensuring consistent and efficient call processing.

Scripts in Genesys Cloud CX present caller information to agents and can guide them through interactions by allowing data collection or updates during the call, enhancing consistency and efficiency.