Authenticate
An OAuth 2.0 client-credentials grant with read scopes for recordings, conversations and users. Scopes are least-privilege and auditable in your Genesys admin console.
Home/Integrations/Genesys Cloud CX
CCaaS integration
Genesys Cloud CX
conversation intelligence.
Overtone connects to Genesys Cloud CX through the Platform API, pulls completed conversations with their full participant history, and scores each one against the rubric your quality team actually uses.
How the connector works
Read Genesys, score it,
Read Genesys, score it,
send the results back.
No agent desktop install, no network appliance, and no change to how Genesys routes or records calls.
Discover conversations
Overtone subscribes to conversation notifications, or polls the Conversations API, to detect completed interactions and claim each one exactly once.
Retrieve audio
Recordings are fetched via the Recording API using the conversation and recording IDs, including multi-segment conversations that were transferred or conferenced.
Return results
Scores post back as conversation attributes and flow into Genesys WEM for coaching scheduling.
What Overtone reads
Least-privilege, read-only.
Overtone asks for the minimum needed to attribute and score a conversation. Nothing else is requested, and access is revocable at any time.
| Source | What it provides |
|---|---|
| Conversations API | Conversation ID, participants, queues, wrap-up codes, ANI/DNIS |
| Recording API | Audio for each recorded segment, including transfers |
| Users API | Agent roster, divisions, skills, management hierarchy |
| Routing API | Queue definitions used to scope rubrics per line of business |
| Analytics API | Handle time, hold time and after-call work for outcome joins |
Deployment
Where it runs.
Available as managed SaaS, or deployed into your own cloud tenant so recordings stay inside your Genesys region and your own subscription.
Alongside what you have
It does not replace Genesys.
Complements Genesys WEM rather than replacing it. Genesys keeps scheduling and adherence; Overtone supplies the scoring, and writes results back so coaching time gets planned against measured gaps.
- Scores 100% of conversations, not a 2% sample
- Your own weighted rubric, versioned and auditable
- Coaching plans with timestamped evidence
- Conversion and retention attribution
Questions
Genesys specifics.
Which OAuth scopes does Overtone need?
Read scopes for recordings, conversations, users and routing. It never requests write access to conversation routing or user administration, and every scope is visible and revocable in your Genesys admin console.
How are transferred conversations handled?
A Genesys conversation can contain several recorded segments. Overtone stitches the segments into a single timeline, attributes each turn to the right agent, and can score either the whole conversation or each agent's portion separately.
Does this work with Genesys Engage as well as Cloud CX?
Yes. Genesys Engage on-premises is supported through its recording export interface, which suits customers who kept Engage specifically for data-residency reasons.
Next step
Run it on your
Run it on your
Genesys calls.
Send us a week of audio and the scorecard you already use. We will score every call and show you what your current sample never surfaced.