• List out the different API endpoints available for Genesys Cloud CX.
• Explain the authentication methods.
• Work with Conversations API to interact with conversations.
• Work with Routing API.
• Set up real-time notifications using Notifications API.
• Describe the features of Chat API.
• Generate customized reports using different Analytics APIs.
• Discuss download options for Recordings.
• Discuss the updated delivery model of Genesys Cloud CX.

Chapter 1 Getting Started
1.1 Learning Objectives
1.2 API Overview
1.3 Genesys Cloud CX API
1.4 Authorization
1.5 API Rate Limits
1.6 Learning Summary
1.7 Learning Check

Chapter 2 Authentication
2.1 Learning Objectives
2.2 OAuth Terminology
2.3 Overview of the Client Authentication Process in Genesys Cloud CX
2.4 Roles and Permissions
2.5 Create an OAuth Client in Genesys Cloud CX
2.6 Delete an OAuth Client
2.7 Fine-Grained Access Control
2.8 OAuth Scopes
2.9 Learning Summary
2.10 Learning Check

Chapter 3 Resources
3.1 Learning Objectives
3.2 Developer Tools
3.3 API Explorer
3.4 Archy
3.5 SDK
3.6 Open Source
3.7 AudioHook
3.8 CX as Code
3.9 Platform API CLI
3.10 Search API
3.11 Learning Summary
3.12 Learning Check

Chapter 4 Users API
4.1 Learning Objectives
4.2 User APIs
4.3 Roles and Scopes
4.4 User Provisioning
4.5 Retrieve User Detail Using the User ID
4.6 Get List of User IDs
4.7 Create a New User in Your Environment
4.8 Update an Existing User
4.9 Delete a User from Your Genesys Cloud CX Environment
4.10 Skills API
4.11 Languages API
4.12 Groups API
4.13 Skill Expression Groups API
4.14 Presence API
4.15 Learning Summary
4.16 Learning Check

Chapter 5 Conversations API
5.1 Learning Objectives
5.2 Overview of Conversations
5.3 Conversation Participants
5.4 Get a Conversation ID
5.5 Get Multiple Conversation IDs
5.6 Call Handling Using an API
5.7 Consult and Transfer
5.8 Schedule a Callback
5.9 Third-Party Email and Chat Routing
5.10 Upload File Attachment
5.11 Wrap-Up
5.11 Learning Summary
5.12 Learning Check

Chapter 6 Routing APIs
6.1 Learning Objectives
6.2 Routing Components
6.3 Architect Flows
6.4 Prompts
6.5 Queues
6.6 Call Route
6.7 Schedules
6.8 Learning Summary
6.9 Learning Check

Chapter 7 Notification APIs
7.1 Learning Objectives
7.2 Notification APIs Overview
7.3 Connect to Notification Service
7.4 Manage Channel Subscription
7.5 Best Practice
7.6 Notification Tester
7.7 AWS EventBridge
7.8 Learning Summary
7.9 Learning Check

Chapter 8 Chat APIs
8.1 Learning Objectives
8.2 Web Messaging
8.3 Learning Summary
8.4 Learning Check

Chapter 9 Analytics APIs
9.1 Learning Objectives
9.2 Introduction to Analytics
9.3 Interaction/Conversation Data
9.4 Aggregates Query
9.5 Management/Evaluation Data
9.6 User Status Data
9.7 Query Syntax
9.8 Time Zone
9.9 Example Based on Conversation Detail Query
9.10 Example Based on Conversation Detail Record Job
9.11 Example Based on Conversation Aggregate Query
9.12 Example Report Generation Process
9.13 Analytics Detail Events
9.14 Analytics Query Builder
9.15 Learning Summary
9.16 Learning Check

Chapter 10 Recording APIs
10.1 Learning Objectives
10.2 Recording Download Options
10.3 Download Recordings Using UI Manually
10.4 Export Recordings Automatically Using UI with AWS S3 Integration
10.5 Download a Recording Using API
10.6 Bulk Export Recordings to Local Directory Using Batch Request
10.7 Bulk Export Recordings to AWS S3 Using Job Endpoint
10.8 Learning Summary
10.9 Learning Check

Chapter 11 Utilization
11.1 Learning Objectives
11.2 Fair Usage
11.3 Utilization Monitoring
11.4 Learning Summary
11.5 Learning Check

Chapter 12 API Evolution
12.1 Learning Objectives
12.2 Continuous Delivery Model
12.3 Change Management Policy
12.4 Versioning
12.5 Preview APIs
12.6 Learning Summary
12.7 Learning Check

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