The Architect's Guide to Genesys Cloud Configuration: Understanding Objects and their Dependencies
A field guide for distinguishing portable logic from environment infrastructure—complete with object-by-object dependency notes for stress-free CI/CD pipelines.
When moving contact center logic from a non-production environment (e.g., Test) to a live production environment, configuration integrity is critical. Deployments often fail due to dependency failure, where an object in the source environment relies on an ID or a resource that is missing or incorrect in the target environment.
To build a reliable CI/CD pipeline, architects must distinguish between Portable Logic (configuration that can be safely moved) and Environment Infrastructure (data that must be mapped or skipped).
This guide categorizes the most common and high-impact Genesys Cloud configuration objects, detailing their portability and common dependencies.
1.
1. Highly Portable Objects
These objects are generally simple reference items. They rarely contain external references and create the required structure for all other objects.
Object Type
Skills
Description
Agent capabilities (e.g., Sales, Bilingual).
Portability
High
Common Dependencies
None. These are standalone definitions.
Object Type
Languages
Description
Language requirements (e.g., Spanish, French).
Portability
High
Common Dependencies
None. Standalone definitions.
Object Type
Wrap-up Codes
Description
Agent disposition codes (e.g., Sale_Complete, Billing_Error).
Portability
High
Common Dependencies
None. Standalone definitions.
Object Type
Flow Milestones
Description
Markers in a flow used for tracking customer journey progression.
Portability
High
Common Dependencies
None. These are deployment dependencies for Flows.
Object Type
Flow Outcomes
Description
Definitions of the interaction's success/failure (used in analytics).
Portability
High
Common Dependencies
None. These are deployment dependencies for Flows.
Object Type
Data Tables
Description
Simple database storage used by Architect for quick lookups.
Portability
High (Schema)
Common Dependencies
None. (Note: Data inside the table may be non-portable.)
Object Type
Roles
Description
The specific set of permissions applied to users.
Portability
High
Common Dependencies
None. Role definitions are portable (user assignments remain tenant-specific).
Object Type
Divisions
Description
Ownership boundaries that scope access to Genesys Cloud configuration.
Portability
High
Common Dependencies
None. Division definitions are portable, though lower environments may intentionally diverge from production.
Deployment Note: These objects must be created or updated in the target environment before any dependent objects (like Queues or Flows) are deployed.
2.
2. Intermediate Logic Objects
These objects are the primary workhorses of the contact center and are highly portable, but they contain internal references that require resolution during deployment.
Object Type
Queues
Description
A waiting area for interactions.
Portability
High
Common Dependencies
Skills, Languages, Wrap-up Codes (All by ID or Name).
Object Type
Schedules / Routing Schedules
Description
Definitions of time, date ranges, and time zones.
Portability
High
Common Dependencies
None. Standalone definitions.
Object Type
Schedule Groups
Description
A collection of schedules used for routing decisions.
Portability
High
Common Dependencies
Schedules (References schedules by ID).
Object Type
Agent Scripts
Description
The guided screen pop presented to agents.
Portability
High
Common Dependencies
Wrap-up Codes, Data Actions (Used in script buttons/logic).
Key Principle: Deployment tools must resolve internal references (e.g., a Queue's reference to a Skill ID) by looking up the Skill's logical Name in the target organization and inserting the correct target ID.
3.
3. Complex Application Logic
These are the most difficult objects to promote because they contain a vast number of external references and logic that dictates business processes. They are often the source of production outages.
Object Type
Data Actions
Description
Calls to external APIs (CRM, fraud check, external database).
Portability
Medium
Common Dependencies
Integrations (References the integrationId) and Secure Variables (References $credentials).
Object Type
Prompts (Audio & TTS)
Description
Audio files or Text-to-Speech (TTS) strings played to customers during a flow.
Portability
Medium (Metadata)
Common Dependencies
None. Consumed directly by Architect Flows with their bundled audio/TTS assets.
Object Type
Architect Flows
Description
The IVR, call handling, and routing logic.
Portability
Medium
Common Dependencies
Queues, Skills, Languages, Wrap-up Codes, Schedules, Schedule Groups, Data Actions, Prompts, Data Tables, Flow Milestones, and Flow Outcomes.
Governance Imperative: These objects must be designed using decoupled values (no hardcoded URLs) to ensure they are portable.
4.
4. Specialized Objects
This category includes objects related to WEM, AI, and global platform settings. They represent configurations that require multiple, synchronized deployments.
Object Type
Knowledge Bases
Description
The structure, settings, and documents for AI bots and Agent Assist.
Portability
Medium
Common Dependencies
External Content Sources (if linked for ingestion).
Object Type
Scoring/Evaluation Forms
Description
Forms used by supervisors for Quality Management (QM).
Portability
High
Common Dependencies
None. Distributed to QM policies once deployed.
Object Type
TTS Engines / Voices
Description
Global settings defining which TTS providers and voices are used by the entire organization.
Portability
High (Settings)
Common Dependencies
None. Manual promotion required (public API only supports read operations; there is no write endpoint for org-wide TTS settings).
5.
5. Digital Channel Configuration
These objects define the entry points for non-voice traffic. They are critical, complex, and highly dependent on unique external factors (e.g., email service provider rules).
Object Type
Digital Inbound Settings
Description
High-level settings for inbound digital messaging (e.g., chat widget appearance, message routing configurations).
Portability
High
Common Dependencies
Org-wide messenger/digital configuration. Manual promotion required (no public API).
Object Type
Web Messaging Deployments
Description
The configuration that controls the chat widget's appearance, themes, and behavior on an external website.
Portability
High
Common Dependencies
Web Messaging configuration, deployment themes, and authorized domains (API available).
Object Type
Email Routes
Description
Rules that match an inbound email to a specific Queue or Flow based on email address.
Portability
Medium
Common Dependencies
Target Queue or Architect Flow plus the mapped inbound email domain/DNS entries.
6.
6. Environment Infrastructure (Non-Portable References)
These objects are NOT configuration to be moved; they are environment-specific resources that must be mapped between organizations. Attempting to copy these will break the environment.
Object Type
Integrations (The Service)
Role in Deployment
The service connector (e.g., the specific Salesforce instance).
Action Required in Deployment
MAP: The integrationId is environment-specific. Deployment tools must swap the Test ID for the Prod ID during execution.
Object Type
OAuth Clients
Role in Deployment
The access points, credentials, and scopes granted to applications.
Action Required in Deployment
SKIP/ANALYZE: Their ID and Secret are environment-specific. Deployment tools must analyze the scopes granted to ensure consistency but should not promote the client itself.
Object Type
Phone Numbers (DIDs/DNIS)
Role in Deployment
The external number that triggers a flow.
Action Required in Deployment
MAP: The number itself is infrastructure. Tools must map the Test DID to the correct Prod DID in the routing tables.
Object Type
Call Routes
Role in Deployment
Mappings that bind provisioned DIDs/DNIS to the target Architect Flow or Queue.
Action Required in Deployment
MAP: No public API exists; recreate routing entries manually in the target org after numbers and flows are ready.
Object Type
Sites / Edges
Role in Deployment
The physical or virtual network device.
Action Required in Deployment
SKIP/MAP: These must be pre-configured in the target organization. Tools must map references to these resources.
Object Type
Users
Role in Deployment
The specific people and their permissions.
Action Required in Deployment
SKIP/ANALYZE: These are tenant-specific data, not configuration.
7.
7. The Wider Genesys Cloud Ecosystem
Genesys Cloud is a massive, unified, and continuously evolving platform. The categories and objects analyzed above focus on the most common and high-impact routing, logic, and core dependency components required for successful promotion and rollback processes.
This list is not exhaustive. Given the platform's vastness, there are many other configuration areas that require careful management, including:
- Workforce Engagement Management (WEM): Business Units, Activity Codes, Scheduling Policies, Time Off Limits, Work Plan Management.
- Outbound Campaigns: Contact Lists (Data), Campaign Rulesets, Callable Time Sets, Preview/Dialer Settings.
- Quality Management (QM): Screen Recording Settings, Calibration/Evaluation Forms, Policy Definitions.
- Predictive Routing: Predictor Definitions, Scoring/KPI configurations.
- Data Privacy & Compliance: Data Retention Policies, Encryption Keys, GDPR Policies.
- External Contacts: Contact List Schemas, Contact Center Configuration.
- Performance Dashboards: Custom View Definitions and Filter Settings.
Any effective configuration management strategy must account for the unique dependencies and portability needs across all these areas.
Summary
A successful deployment strategy requires carefully considering the portability of all objects currently in use. The key is to understand which configurations apply to your specific business and how often they change, then ensure Portable Logic is always cleanly separated from Mapped Infrastructure References.
CXDeploy is a DevOps and governance platform built to automate the complex dependency resolution and configuration promotion processes for Genesys Cloud.