Connect Genesys to Gemini Enterprise

Connect your Genesys data to Gemini Enterprise with the Windsor.ai connector, and ask about your queues, users and phone setup in plain language.

Ask which queues have members who have not joined, which users have not logged in, or which Edges and trunks are down, built on your own Genesys Cloud setup.

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Get your Genesys data into Gemini Enterprise

Genesys is connected once in Windsor.ai, and these are the use cases the fields support:

Check queue staffing

routing_routing_queues.memberCount next to routing_routing_queues.joinedMemberCount shows how many members of each queue have joined it.

Find inactive users

user_users.dateLastLogin by department shows which users have not logged in recently.

Watch telephony health

Edge telephony_providers_edges.onlineStatus and trunk telephony_providers_edges_trunks.inService show which parts of the phone setup are down.

Review outbound events

Outbound dialing events by routing_outbound_events.level and routing_outbound_events.category show which errors and warnings repeat.

Using Windsor.ai to connect data from Genesys to Gemini Enterprise

Supported fields: 20 metrics288 dimensions

Without Windsor.ai, Gemini Enterprise answers about Genesys data come from a file you exported and pasted in. Through the Windsor.ai connector, Gemini Enterprise reads the live records with their real field names, so the answers match what is in Genesys today.

Connect in minutes, then ask about your queues, users, phones and telephony setup.

With Windsor.ai, you can ask Gemini Enterprise to:

List all queues with routing_routing_queues.memberCount and routing_routing_queues.joinedMemberCount, sorted by the gap between them.
Which Edges are not online? Show telephony_providers_edges.name, telephony_providers_edges.onlineStatus and telephony_providers_edges.softwareVersion.
Which users have not logged in for 30 days? Use user_users.dateLastLogin and group them by user_users.department.
Count outbound dialing events from the last 7 days by routing_outbound_events.level and routing_outbound_events.category.
Which trunks are out of service? Show telephony_providers_edges_trunks.name, telephony_providers_edges_trunks.inService and telephony_providers_edges_trunks.connectedStatus.

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How to connect Genesys to Gemini Enterprise with Windsor.ai

Watch the video tutorial, or follow the step-by-step guide to connect your Genesys data to Gemini Enterprise with Windsor.ai.

Connect Genesys in your Windsor.ai dashboard

Log in at onboard.windsor.ai, choose Genesys as your data source, select the region where your Genesys Cloud organization is hosted, and enter the Client ID and Client Secret of a Genesys Cloud OAuth client. Gemini can only query sources connected in Windsor.ai.

Create the Windsor.ai data store in Google Cloud

In the Google Cloud console, open Gemini Enterprise, go to Data stores and click Create data store. Under Third-party data sources, find Windsor.ai and click Add data source. Choose the actions to enable, set the location and create the store.

Create an app and connect the data store

Create a Gemini Enterprise app in the same location as your data store, or pick an existing one. Then open Connected data stores in the app and add the Windsor.ai data store.

Authorize Windsor.ai

Open the app’s web app, click the puzzle piece icon and click Authorize next to Windsor.ai. Allow access, sign in to Windsor.ai if asked, and click Finish.

Ask Gemini about your Genesys data

Ask a question such as “List all queues with routing_routing_queues.memberCount and routing_routing_queues.joinedMemberCount, sorted by the gap between them.” Data can take about 10 minutes to appear after you connect the data store to the app.

FAQs

What is Windsor.ai's Genesys to Gemini Enterprise connector?

Genesys Cloud is the contact center and customer experience platform from Genesys. Customer service teams use it to route calls and digital conversations to agents through queues. Through the Windsor.ai connector, Gemini Enterprise reads your queues, users, phones and telephony setup, so you can ask about them in plain language instead of exporting a file first. The connector returns configuration and status records, such as queues with their member counts, users with their last login, and Edges with their online status. It does not include conversation or call volume metrics.

What Genesys data can Gemini Enterprise use?

Windsor.ai gives access to 308 Genesys fields. These are the groups; the Genesys field reference lists all of them:

Routing queues: routing_routing_queues.name, routing_routing_queues.memberCount, routing_routing_queues.joinedMemberCount, routing_routing_queues.userMemberCount, routing_routing_queues.enableTranscription, routing_routing_queues.dateModified.
Users and groups: user_users.name, user_users.department, user_users.title, user_users.state, user_users.dateLastLogin, user_groups.name, user_groups.memberCount.
Telephony: Edges with telephony_providers_edges.onlineStatus and telephony_providers_edges.softwareVersion, phones, trunks with telephony_providers_edges_trunks.inService, sites, lines, DIDs and extensions.
Outbound dialing events: routing_outbound_events.level, routing_outbound_events.category, routing_outbound_events.eventMessage, routing_outbound_events.timestamp.
Locations and stations: telephony_locations.name, telephony_locations.address, telephony_stations.status.

What can I ask Gemini Enterprise about my Genesys data?

These prompts name the fields to use, so the answer comes back on your own records:

List all queues with routing_routing_queues.memberCount and routing_routing_queues.joinedMemberCount, sorted by the gap between them.

Which Edges are not online? Show telephony_providers_edges.name, telephony_providers_edges.onlineStatus and telephony_providers_edges.softwareVersion.

Which users have not logged in for 30 days? Use user_users.dateLastLogin and group them by user_users.department.

Count outbound dialing events from the last 7 days by routing_outbound_events.level and routing_outbound_events.category.

Can Gemini Enterprise change my Genesys data?

No. The Genesys connector is read-only. Gemini Enterprise can read your Genesys records through Windsor.ai and cannot create, edit or delete anything in Genesys.

Does the Genesys connector include personal details?

Yes. User records carry names, email addresses and contact info, for example user_users.email and user_users.primaryContactInfo. Pick only the fields you need when you set up a report or ask a question.

Can I combine Genesys data with other sources in Gemini Enterprise?

Yes. Windsor.ai supports 350+ data sources, so you can connect Genesys alongside tools such as Google Ads, GA4 or Shopify and ask about them together. For example, put Genesys routing_routing_queues.joinedMemberCount per queue next to HubSpot Tickets count by Tickets Pipeline Stage Name.

Do I need to code to connect Genesys to Gemini Enterprise?

No. Connect Genesys in Windsor.ai, add Windsor to Gemini Enterprise, and sign in. After that you ask in plain language.

How much does it cost to integrate Genesys with Gemini Enterprise using Windsor.ai?

The free forever plan covers 1 data source, so connecting Genesys on its own costs nothing and needs no credit card. Combining Genesys with other sources needs a paid plan: $19/month for 3 sources or $99/month for 7. Gemini Enterprise is billed separately by Google. See the pricing page.

Do you have helpful links to get started with Genesys and Gemini Enterprise?

Yes. These are the resources to start with for the Genesys to Gemini Enterprise integration:

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