Free Practice Questions for Genesys GCX-GCD Exam

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, 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.

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.

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.

In Genesys Cloud CX, a notification channel remains active for 24 hours. If the channel is not renewed within this period, attempts to use it will result in a 400 error. To maintain an active channel beyond 24 hours, you must resubscribe to the topics before the channel expires. This can be achieved by sending aPOSTrequest to/api/v2/notifications/channels/{channelId}/subscriptionswith an empty array as the body, effectively extending the channel's validity for another 24 hours. Implementing a recurring task to perform this resubscription every 23 hours is recommended to ensure continuous operation.

Real-time user applications, particularly those requiring immediate data processing (like voice interactions or real-time analytics), cannot tolerate delays. They typically require low-latency and high-availability connections, and any delay may affect user experience. Batch processing, on the other hand, may tolerate delays and retries over a longer time.

Genesys Cloud CX includes in its billing calculations all API calls made using your organization's OAuth clients, as well as those from custom or third-party applications, integrations, and solutions, including AppFoundry apps. However, API requests made by Genesys Cloud's own browser, web, and mobile applications, as well as certain embedded clients like Genesys Cloud for Chrome, Genesys Cloud for Firefox, Genesys Cloud for Salesforce, and Genesys Cloud for Zendesk, are not included in the API usage data for billing purposes. This distinction ensures that only external API usage contributes to billing calculations.

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.

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.