Actions15
- Search Queues
- Query Queue Volumes
- Sample Conversations by Queue
- Voice Call Quality
- Conversation Sentiment
- Conversation Topics
- Conversation Transcript
- Enhanced Conversation Search
- Agent Media Type Performance
- Real Time Queue Status
- Real Time Agent Presence
- Live Conversation Monitoring
- Wrap Up Code Analytics
- Agent Status Monitoring
- Search Voice Conversations
Live Conversation Monitoring
AI-generatedOverview
The node "Genesys Cloud MCP Plus" provides a suite of 15 tools designed for contact center analytics within the Genesys Cloud platform. The Live Conversation Monitoring operation specifically allows users to monitor active customer interactions in real time by tracking conversations occurring in specified queues.
This operation is beneficial for supervisors or managers who want to oversee ongoing customer service activities, quickly identify issues, and ensure quality standards are met during live interactions. For example, a contact center manager can use this node to watch conversations in high-priority queues to provide immediate assistance or coaching to agents.
Properties
| Name | Meaning |
|---|---|
| Queue IDs for Live Monitoring | Comma-separated list of queue IDs to monitor (maximum 50 queues). Specifies which queues' live conversations will be tracked. |
| Max Results | Maximum number of active conversations to return from the monitoring query. Defaults to 50. |
Output
- The output is a JSON object containing data about the live conversations currently active in the specified queues.
- The exact structure depends on the external service response but typically includes details such as conversation IDs, participant information, queue details, timestamps, and possibly interaction states.
- This node does not output binary data; all results are returned as structured JSON.
Dependencies
- Requires an API key credential for authenticating with the Genesys Cloud MCP Plus service.
- The node depends on the external Genesys Cloud MCP Plus API to fetch live conversation data.
- Proper configuration of the API credentials in n8n is necessary for successful execution.
Troubleshooting
Common Issues:
- Providing more than 50 queue IDs may cause errors or truncated results since the maximum allowed is 50.
- Invalid or expired API credentials will result in authentication failures.
- Network connectivity issues can prevent the node from reaching the Genesys Cloud API.
Error Messages:
"Operation liveConversationMonitoring not supported": Indicates a misconfiguration or typo in the operation parameter.- Authentication errors usually mention invalid credentials or unauthorized access; verify API keys and permissions.
- If the response is empty or incomplete, check that the specified queue IDs are correct and that there are active conversations at the time of the request.