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

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.

For a user to receive calls via a DID number or extension in Genesys Cloud CX, the number must be properly provisioned in the system's DID or extension pools. Additionally, the user must have the appropriate license, roles, and permissions to handle voice interactions. Missing either of these configurations will prevent call delivery.

Core Services in Genesys Cloud CX handle fundamental platform functions such as account configuration, directory search, user membership management, phone call routing, and agent assignment, serving as the backbone of system operations.

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 the Genesys Cloud CX Notifications API, ping/pong messages are used to check the healthof the WebSocket connection. These messages help detect if the socket is still open or if it has been dropped, enabling appropriate client-side handling.

SIP (Session Initiation Protocol) Trunks: These are used to connect the Genesys Cloud CX platform to external telephony systems, such as carriers or on-premises equipment, facilitating voice communication over IP networks.

WebRTC Trunks: These are utilized for WebRTC-based communications, enabling real-time voice and video interactions directly through web browsers without the need for additional plugins or software.

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, you can programmatically add new prompts using the Architect API. The process involves three main steps:

1. Create the Prompt Object: Use the API to create a new prompt entity.

2. Create the Prompt Resource: Add a language-specific resource to the prompt, which can include text-to-speech (TTS) or audio content

3. Upload the Prompt's Media File: If using audio files, upload the media file to the prompt resource.

Disabling file attachments in chat is managed under Security and Compliance settings in Genesys Cloud CX, where administrators control data sharing options to meet organizational security policies.

In Genesys Cloud CX, users require administrative privileges to access and manage organization settings. This access is typically granted through the Admin role, which provides the necessary permissions to view and modify organization-wide configurations. Agent and Supervisor roles do not inherently possess these permissions.

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.

When contacting the Genesys Cloud CX support team, you represent your organization using the Organization ID, which uniquely identifies your Genesys Cloud instance and helps support quickly access your account details.

In Genesys Cloud CX, if a WebSocket connection for a chat session is lost, the system allows a two-minute window for reconnection. If the client does not reconnect within this period, the chat session is considered terminated. ​

In the Authorization Code grant OAuth flow, the client receives an authorization code after user authentication, which is then exchanged for an access token. This is a standard and secure method used in Genesys Cloud CX for server-side applications.

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.

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.

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.

The Detail Records perspective in Genesys Cloud CX represents a ledger-type event stream that includes time-stamped records for every interaction event over a given time interval, offering granular insight into each step of the interaction.