GCX-GCD Sample Questions Answers

Genesys Cloud CX provides a versioning page that allows developers to compare changes between different API versions. This tool helps in understanding updates, deprecations, and modifications across API versions, facilitating smoother transitions and integrations.

In Genesys Cloud CX, a queue is an object that holds a group of agents who typically share similar skills or responsibilities. It is used for routing interactions to the most appropriate available agent within that group.

The Predictive dialing mode in Genesys Cloud CX places multiple calls per available agent and uses algorithms to predict agent availability, aiming to maximize agent talk time by reducing idle time between calls.

In Genesys Cloud CX, Line Recording is disabled by default. To enable automatic recording of calls, the telephony administrator must configure the system by enabling recording on the SIP trunk. Without this configuration, calls are not automatically recorded.

Genesys Cloud CX provides SDKs for several programming languages, including JavaScript, Java,.NET (C#), Python, and Ruby. However, SDKs are notavailable for:

C:While C is a foundational programming language, Genesys Cloud CX does not offer an SDK specifically for it.

Snake:This appears to be a typographical error or a fictional language; no such programming language is recognized.

Diamond:Similarly, this does not correspond to any known programming language.

In Genesys Cloud CX, to view agent evaluation scores, evaluation activity, and calibration activity in real time, navigate toPerformance > Workspace > Dashboards. This path provides access to the Quality Administrator dashboard, which offers comprehensive insights into these metrics.

Workforce Management in Genesys Cloud CX automates agent scheduling, including work shifts, breaks, meetings, and time off, replacing manual spreadsheet processes and improving efficiency and accuracy.

https://api/v2/conversations/{conversationId}/recordings . You need to include the Conversation ID, not a recording ID or database ID, to retrieve the associated recordings for that specific conversation.

In Genesys Cloud CX, the Directory allows you to search for individuals within your organization and add external contacts. The Directory provides a streamlined view of all contact and organization data, enabling efficient management of both internal and external contacts.

In the Genesys Cloud CX API, when using the GET method to retrieve details for a specific flow, the identifier you need to provide is flowId, which uniquely identifies the flow within the system.

In Genesys Cloud CX, Divisions enable organizations to logically separate and control access to various resources (like users, queues, flows) within the same org, supporting data security and operational boundaries.

AudioHook Monitor in Genesys Cloud CX doesnotrequire specialized libraries or services for orchestration, load balancing, serialization, or session management. It is designed to stream voice interactions to third-party services in near real-time without the need for additional infrastructure.

Genesys Cloud CX enforces a maximum outgoing message size of 40 MB, including attachments, after base64 encoding. Base64 encoding increases the size of the original files by approximately 33%, so the combined size of the email body and attachments should be around 29 MB before encoding to stay within the limit. To manage larger files, you can upload them to Genesys Cloud Documents and include links to these documents in your email, effectively bypassing the attachment size limitation.

Genesys Cloud CX Collaborate includes features such as text chat, video chat, and content management, enabling users to communicate and share information effectively. However, AI Chat is not a feature of Collaborate.

Genesys Cloud CX operates in separate regional environments (e.g., North America, EMEA, APAC). OAuth clients are region-specific, meaning an OAuth client created for North America won't authenticate users in Europe. To resolve this, a new OAuth client must be created in the European region's environment.

In Genesys Cloud CX, a Service Level of 80 with a Service Level Target of 20 seconds means the goal is to answer 80% of incoming voice interactions within 20 seconds, aligning with common contact center performance standards.

In Genesys Cloud CX, widget permissions are not assigned to individual users. Instead, permissions related to web chat widgets are managed through roles and permissions within the platform. To create or manage web chat widgets, a user must have the appropriate permissions, such as Widgets > Deployment > AllorWeb Chat > Deployment > All.These permissions are typically assigned to administrative roles responsible for configuring and deploying web chat functionalities.

To assign a Prompt resource using the Genesys Cloud CX API, the Architect > UserPrompt > Edit permission is required. This permission allows users to modify existing user prompts, including assigning resources to them. Without this permission, attempts to assign a prompt resource via the API will be unsuccessful.

When creating a new script in Genesys Cloud CX, if no additional templates have been created, the following default templates are available:

Blank Script: A script without any pre-configured components, providing a blank canvas for customization.

Default Callback Script: The default script that pops for callbacks. Use this script if you have not specified another script in Architect to run in response to an in-queue callback action.

Default Inbound Script: The default script that pops for inbound calls.

Default Outbound Script: A default script for outbound dialing. It contains a control for updating contact list fields. When you base a script on this template, you must select a contact list in the script’s properties. Otherwise, Scripter shows no edit fields.