Wave 19 · Workflow, CX, And Enterprise Integration Operations Genesys release-routing proof Synthetic journey + queue exports

CX disclosures that stay operator-readable.

This control plane turns Genesys queue and journey data into one buyer-readable surface: missing bot notices, consent proof drift, escalation-routing gaps, stale fallback attestations, and the exact packet sequence needed before launch, audit, or supervisor pressure hardens.

Overview CX Lane Disclosure Gaps Review Posture Verification Docs

Commercial Front Door

Customer-experience disclosure evidence for bot, IVR, supervisor, and release-governance teams.
Audit-safe visibility into missing bot notices, consent chronology, queue handoff drift, and fallback posture without exposing live contact-center transcripts.

Proof Layer

Offline analyzer + CLI + dashboard surface.
This repo reads queue and journey snapshots and turns them into lane, gap, and review packets operators can actually use.

Why it matters

Recruiters looking for Genesys / contact center / CX governance / disclosure routing / release operations should see real operator work: notice evidence, consent posture, handoff readiness, and owner-safe escalation.

Disclosure Gaps

severity · owner · packet

Gap	Owner	Subject	Principal	Message
high cx-disclosure-gap	CX Governance	Claims intake voice assistant GCX-1042 Genesys Cloud CX	—	Claims intake voice assistant still has open disclosure debt against the Bot disclosure and escalation packet packet.
high cx-disclosure-gap	Digital Service Assurance	Utility outage IVR modernization GCX-3109 Genesys Engage	—	Utility outage IVR modernization still has open disclosure debt against the Consent, routing, and fallback packet packet.
high missing-bot-disclosure	CX Governance	Claims intake voice assistant Disclosure Bot disclosure review	Voice notice packet	Bot disclosure packet is still missing the final spoken notice proof referenced in the release review.
high stale-open-packet	CX Governance	Disclosure Bot disclosure review	Voice notice packet	Disclosure evidence has been open longer than the CX launch review SLA.
high missing-consent-proof	Digital Service Assurance	Utility outage IVR modernization Consent Outage consent packet	Recorded consent chronology	Consent packet is missing the final chronology tying outage fallback prompts to the customer-notice path.
high stale-open-packet	Digital Service Assurance	Consent Outage consent packet	Recorded consent chronology	Consent evidence has been open longer than the CX launch review SLA.
medium workflow-gap	CX Governance	Claims intake voice assistant GCX-1042 Genesys Cloud CX	—	Owner-safe routing is degraded; disclosure, consent, and handoff review are still split across teams.
medium missing-bot-disclosure	Digital Service Assurance	Utility outage IVR modernization GCX-3109 Genesys Engage	—	The program is in exception flow but does not currently show a clean bot or assistant disclosure packet in the queue.
medium workflow-gap	Digital Service Assurance	Utility outage IVR modernization GCX-3109 Genesys Engage	—	Owner-safe routing is degraded; disclosure, consent, and handoff review are still split across teams.
medium missing-routing-attestation	Supervisor Tooling	Claims intake voice assistant Routing Escalation handoff review	Supervisor handoff attestation	Queue handoff packet does not yet reconcile the escalation trigger and live-agent fallback path.
medium stale-open-packet	Supervisor Tooling	Routing Escalation handoff review	Supervisor handoff attestation	Routing evidence has been open longer than the CX launch review SLA.
medium missing-routing-attestation	Routing Operations	Utility outage IVR modernization Routing Overflow routing review	Queue overflow attestation	Overflow routing proof needs reattached evidence after the reopened launch review.
medium stale-open-packet	Routing Operations	Routing Overflow routing review	Queue overflow attestation	Routing evidence has been open longer than the CX launch review SLA.