GCX-GCD Genesys Cloud CX: Developer Certification Questions and Answers

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.

In Genesys Cloud CX, if a WebSocket connection is closed due to any issue, events are not automatically queued and sent once the WebSocket is reopened. Instead, the client is responsible for detecting the disconnection and re-establishing the connection. Upon reconnection, the client must resubscribe to the necessary topics to continue receiving events. Any events that occurred during the downtime are not automatically resent; therefore, implementing a robust reconnection and resubscription strategy is crucial to ensure no critical events are missed.

When making the initialGETrequest tohttps://api/v2/conversations/{conversationId}/recordings , if the recording is not yet available (e.g., it's still being transcoded), the API responds with a 202Accepted status code and an empty response body, meaning themediaUriis not included in this response. Once the recording becomes available, subsequent requests will return a 200OK status code along with themediaUriin the JSON response body, allowing access to the recording.

Genesys Cloud CX uses attributes like agent language proficiency and defined skills (e.g., product knowledge, technical expertise) to route interactions to the most qualified agent, ensuring better customer service outcomes.

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.

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.

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.

Wrap-up Codes in Genesys Cloud CX are used by agents to categorize the outcome of calls and chats after an interaction ends, enabling detailed tracking and reporting of customer interactions.

In Genesys Cloud CX, when making API requests that return a list of resources, if you don't specify paging parameters (pageSizeandpageNumber), the system defaults to a page size of 25 results. This means that the response will include up to 25 items per page unless you define otherwise.

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.

The query specifies "mediaType" as email, indicating that it is focused on email conversations. It filters by "queueId", suggesting the conversations are filtered by a specific queue. The "Handle"metric is used, and it has a condition of gt 90000, which translates to more than 15 minutes of handle time (since handle time is typically measured in milliseconds, and 90000 ms equals 90 seconds or 1.5 minutes).

This query filters for email conversations where the handle time is greater than 15 minutes, with the results ordered in ascending order based on the conversation start time.

The Performance > API Usage page in Genesys Cloud CX provides a built-in dashboard that allows you to monitor the number of API requests, helping you track usage trends, detect anomalies, and manage limits effectively.

In Genesys Cloud CX, to send typing notifications to the chat window, you use aPOSTrequest to the/api/v2/conversations/{conversationId}/participants/{participantId}/typingendpoint. This requires both the Conversation ID and the Participant (Member) ID to correctly identify and notify the specific participant within the conversation.

Automatic Call Distribution (ACD) reduces wait time by efficiently routing incoming calls to the next available and most appropriate agent, minimizing idle time and ensuring quicker response for each customer.

In Genesys Cloud CX, when creating a query to fetch conversation data without any filters, you can specify an interval of up to seven days. This means you can retrieve conversation data spanning the past seven days, including today.

Genesys Cloud CX offers full support for the current and immediately preceding major releases of both Firefox and Chrome browsers. While Safari is supported, it has limited functionality, lacking support for features like video chat, screen sharing, and the Genesys Cloud WebRTC phone. Internet Explorer and Opera are not supported browsers for Genesys Cloud CX.

In Genesys Cloud CX, a PATCH request is used to update the state of all participants in a conversation to disconnected, allowing partial updates to the resource without replacing the entire object.

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.