Question 1

Which Genesys Cloud CX feature presents caller info to an agent and allows the user to update or collect the information?

Accepted Answer

B

Explanation: Genesys Cloud CX Scripts are specifically designed to guide agents through interactions. They can display caller information, often retrieved from a CRM or data source via a data action, and provide interactive components such as text boxes, dropdowns, and checkboxes. This functionality allows an agent to both view existing customer data and actively collect or update that information during the conversation, which is then saved as interaction attributes or written back to the source system.

Question 2

Which of the following statements are true? (Choose two.)

Accepted Answer

A, C

Explanation: Genesys Cloud CX provides robust capabilities for managing call recordings. The platform includes a comprehensive set of Platform APIs that allow developers to programmatically access and download recordings. This is essential for integration with external systems for analysis or archival. Additionally, Genesys Cloud CX supports integrations to export recordings to third-party cloud storage services, such as Amazon Web Services (AWS) S3. This functionality enables organizations to implement long-term archival strategies and manage storage costs effectively by moving recordings to their own cloud storage infrastructure.

Question 3

AudioHook requires specialized libraries and services for orchestration, load balancing, serialization and session management.

Accepted Answer

B

Explanation: Genesys Cloud AudioHook is designed to simplify real-time audio streaming. It manages the session and streams audio via a standard, secure WebSocket (WSS) connection to a customer-provided endpoint. The customer's only fundamental requirement is to host a service that can accept this WSS connection and process the standard JSON-based AudioHook protocol. While a robust, production-level implementation on the customer's side might involve load balancing or other services for scalability, these are not inherent requirements of the AudioHook feature itself. Standard programming libraries for WebSockets and JSON are sufficient for integration.

Question 4

Arrange the following five stages of migrating from a BYOC Cloud or Genesys Cloud CX Voice to a
hybrid media organization in the correct order?
1. Placing your edges into the Genesys Cloud CX hybrid media edge group.
2. Pairing your new BYOC premises edges to Genesys Cloud CX.
3. Configuring edge interfaces to use site interconnects.
4. Enabling and configuring site links
5. Making your organization hybrid media capable

Accepted Answer

A

Explanation: The correct sequence for migrating to a hybrid media organization follows a logical progression of prerequisites. First, the organization must be enabled for the feature by Genesys (5). Next, the physical or virtual on-premises Edges must be paired with the Genesys Cloud CX platform (2). Once paired, these Edges are assigned to the specific hybrid media Edge group to define their function (1). With the Edges grouped, their network interfaces are configured for site interconnects (3). Finally, the logical routing paths between sites are established by enabling and configuring site links (4). This order ensures foundational elements are in place before dependent configurations are attempted.

Question 5

Which of the following statements defines a fatal question in an Evaluation Form?

Accepted Answer

B

Explanation: According to official Genesys Cloud CX documentation, a "fatal question" is a specific attribute that can be assigned to a yes/no question within an evaluation form. If an evaluator scores a question marked as "fatal" with a "No," the system automatically overrides all other scores and assigns a final score of zero to the entire evaluation. This feature is used to highlight critical compliance or procedural failures that automatically result in a total failure of the interaction being evaluated.

Question 6

Where, in Genesys Cloud CX, can you search for people in your organization and add external contacts?

Accepted Answer

C

Explanation: The Directory view in Genesys Cloud CX is the centralized location for managing contact information. It allows users to search for and view profiles of people within their organization. Additionally, it provides the functionality to create, edit, and manage external contacts, which are individuals outside the organization, such as customers or partners. This consolidation of internal and external contacts within a single, searchable interface is a core function of the Directory feature.

Question 7

Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)

Accepted Answer

A, C

Explanation: In Genesys Cloud CX, skills-based routing is the primary mechanism for matching an interaction with the most qualified agent. Skills (C) are specific attributes assigned to agents, such as "Technical Support" or "Sales." Interactions are evaluated and assigned required skills. The ACD system then routes the interaction to an available agent possessing the matching skill set. Languages (A) are treated as a special category of skill within Genesys Cloud. Routing by language ensures that customers are connected with agents who can communicate effectively in the customer's preferred language, which is a critical qualification.

Question 8

Which type of request is sent to update all the participants’ state to disconnected

Accepted Answer

C

Explanation: In the Genesys Cloud CX Platform API, the PATCH method is used to perform a partial update on a resource. To update the state of all participants in a conversation to 'disconnected', a PATCH request is sent to the conversation's resource endpoint (e.g., /api/v2/conversations/{conversationId}). The request body specifies the state change, for example, {"state": "disconnected"}. This action modifies the conversation's state, which consequently attempts to disconnect all associated participants, aligning with the standard use of PATCH for partial resource modification.

Question 9

Which of the following endpoints are in the list of conversation endpoints? (Choose four.)

Accepted Answer

A, B, D, E

Explanation: The Genesys Cloud CX Platform API organizes conversation data by media type. The API provides distinct endpoints to list conversations for specific channels. The endpoints GET /api/v2/conversations/callbacks, GET /api/v2/conversations/calls, GET /api/v2/conversations/chats, and GET /api/v2/conversations/messages are all valid methods for retrieving lists of active conversations, filtered by their respective media type. These are fundamental endpoints within the Conversations API for interaction management and reporting.

Question 10

Currently, you manage all agents’ schedules using a spreadsheet. This shows when each agent is
working, when they are on breaks, and when they have meetings or otherevents that take them
away from the queue You would like to manage these in an easier and more automated way.
Which Genesys Cloud CX contact center feature can you use to replace and automate the
spreadsheet schedule?

Accepted Answer

A

Explanation: Genesys Cloud CX Workforce Management (WFM) is the feature specifically designed to automate and manage agent scheduling. It replaces manual processes, like spreadsheets, by enabling managers to forecast staffing needs, generate optimal schedules, and manage agent activities such as work shifts, breaks, meetings, and time off. WFM integrates directly with the contact center platform to track adherence and optimize agent deployment based on predicted interaction volumes, ensuring efficient resource allocation.

Question 11

What do a Service Level of 80 and a Service Level Target of 20 for Voice interactions mean?

Accepted Answer

B

Explanation: In Genesys Cloud CX, the Service Level is a key performance indicator for contact centers. It is defined by two components: a percentage and a time threshold. The "Service Level" value (80) represents the target percentage of interactions that should be handled. The "Service Level Target" (20) represents the maximum time, in seconds, within which those interactions should be handled (e.g., answered by an agent). Therefore, a setting of 80/20 for voice interactions means the goal is to answer 80% of incoming calls within 20 seconds.

Question 12

The application requesting to create a new user does not need a specific scope.

Accepted Answer

B

Explanation: The statement is false. In Genesys Cloud CX, all API operations are governed by a role-based access control (RBAC) model. Creating a new user is an administrative action that requires specific authorization. An application, acting as an OAuth client, must be configured with a role that includes the directory:user:add permission. When the application makes an API request to the POST /api/v2/users endpoint to create a user, Genesys Cloud validates that the OAuth token used has the necessary permissions. Without this specific permission, the API call will fail with a "403 Forbidden" error, enforcing the principle of least privilege.

Question 13

Which Genesys Cloud CX feature helps reduce wait time for each call?

Accepted Answer

A

Explanation: Automatic Call Distribution (ACD) is the fundamental Genesys Cloud CX system designed to manage and distribute incoming interactions. Its primary function is to place incoming calls into a queue and then route them to the first available and appropriate agent according to predefined rules. This process is inherently designed to minimize the time a caller spends waiting by ensuring an efficient and orderly connection to an agent, thereby directly reducing the wait time for each call.

Question 14

The purpose of the Genesys Cloud CX API Change Management Policy is to articulate the agreement
between our customers, partners, and the Genesys Cloud CX development team regarding API
management and notification changes.
Choose all the Genesys Cloud CX API Change Types applicable to this scenario. (Choose four.)

Accepted Answer

B, C, D, F

Explanation: The Genesys Cloud CX API Change Management Policy explicitly categorizes API modifications to ensure clarity and predictability for developers. The four official change types are: New feature (adding new APIs), Non-breaking (backward-compatible changes), Breaking (non-backward-compatible changes), and Deprecations (retiring APIs). These classifications govern the notification timelines and processes that Genesys follows, allowing customers and partners to manage their integrations effectively. This structured approach is fundamental to maintaining a stable and reliable API ecosystem.

Question 15

As the Genesys Cloud CX product grows, additions are made to the API to support new features in
the form of new resources, new HTTP methods for existing resources, and so on.
When breaking changes are necessary, they are deferred to the next major revision of the API,
whenever possible.

Accepted Answer

A

Explanation: The statement accurately describes the Genesys Cloud CX API versioning and change management policy. The platform API is designed to be backward-compatible within a major version (e.g., v2). Additive changes, such as new resources or properties, are introduced without changing the version. However, to maintain stability for existing integrations, any necessary "breaking changes" (e.g., removing a property, changing a data type) are intentionally deferred and grouped into a future major version release. This ensures that applications built on the current API version will not break unexpectedly.

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