Genesys Cloud Cx: Developer Free Sample Questions

The 'Transfer to ACD' action is a terminating action that passes control of the interaction to the queue. Any actions placed after it in the same logical path will not be executed. To correctly evaluate the EWT and offer a callback, the 'Get Estimated Wait Time' action and the subsequent decision logic must be placed before the interaction is transferred to the ACD.

The PATCH /api/v2/users/{userId}/routingskills/bulk endpoint is specifically designed to add or remove routing skills in bulk for a single user. While the script still needs to iterate per user, this endpoint allows updating all of a user's skills in a single API call, rather than one call per skill, making it the most efficient choice for updating multiple skills per agent.

Divisions are the primary mechanism in Genesys Cloud for partitioning configuration objects (like users, queues, and flows) into logical groups. By assigning objects and permissions to specific divisions, an organization can control visibility and administrative access, effectively creating separate operational units within one Genesys Cloud organization.

The v2.users.{id}.routingStatus topic is used to receive notifications about changes to an agent's routing status. This includes transitions between states like IDLE, INTERACTING, NOT_RESPONDING, and OFF_QUEUE, which is exactly what is required for tracking real-time agent availability.

For outbound calls to be processed correctly, an Outbound Route must be configured on the trunk with at least one classification. This tells Genesys Cloud which calls are permitted to use this route. If no classifications are defined or enabled for the Outbound Route, Genesys Cloud will not send any outbound calls over that trunk, leading to the described failure.

When a recording is available but not yet ready for direct download (e.g., it is being processed, transcribed, or encrypted), the Genesys Cloud API returns a 202 Accepted status code. This indicates that the request is valid and has been accepted for processing, but the final media URL is not yet available. The response body will contain metadata about the recording, and the client should poll the endpoint again later.

This statement is false. In Genesys Cloud, you can create and configure an outbound dialing campaign first and then associate a contact list with it later. The contact list is a separate object that can be managed independently and attached to one or more campaigns.

Conversation Detail queries are used to retrieve exhaustive, historical data about individual conversations, including all participant and session details. This is the primary method for getting granular segment data like IVR, hold, and talk times.

While Conversation Detail provides raw data, Conversation Aggregate queries are used to get summarized metrics. You can use this query type to aggregate data for the specific queue and time interval, calculating totals or averages for metrics like tTalk, tHeld, and tAcw.

The 'Telephony' port on a Genesys Cloud Edge appliance is dedicated to handling all real-time voice traffic. This includes the Session Initiation Protocol (SIP) for call control and signaling, as well as the Real-time Transport Protocol (RTP) for the actual audio media streams between the Edge and the telephony endpoints (like a carrier or PBX).

The PKCE extension to OAuth 2.0 requires the client to generate a code_verifier. It then creates a code_challenge by hashing the verifier using the code_challenge_method (typically 'S256'). Both the code_challenge and code_challenge_method parameters must be sent in the initial authorization request. The authorization server stores these values. Later, when exchanging the authorization code for a token, the client sends the original code_verifier, which the server hashes and compares to the stored challenge, preventing authorization code interception attacks.