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Genesys Cloud Architect Exam Questions and Answers
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Genesys Cloud Architect Exam Questions and Answers
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Genesys Cloud Architect ExamQuestions and Answers
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1. AddDays(MakeDateTime(2009, 3, 2, 12, 00, 00), 5)
2. AddDays(MakeDate(2009, 3, 2), 5) - Answers -1. AddDays(MakeDateTime(2009, 3,
2, 12, 00, 00), 5) -- A DateTime of March 7th, 2009 at 12:00:00PM.
2. AddDays(MakeDate(2009, 3, 2), 5) -- A Date of March 7th, 2009.
Define a task - Answers -A task typically contains a collection of actions designed to
perform an assigned task sequentially. The following are examples of tasks:
- Prompt the customer to enter an account number.
- Validate the account number with your customer data.
- Configure hold music while you perform the process in the back-end.
- Fetch customer details such as account balance, credit card due date, and
appointment history.
- Using audio, share the requested information with the customer.
- Configure simple account number validation.
- End the task sequence with an action that tells the flow where to go next.
Architect considers each of the following processes as an action that counts toward the
10,000 limit: - Answers -- Each time you enter a menu
- Each menu action
- Each task action
Play Audio action - Answers -Insert a Play Audio element in a task action sequence to
add a prompt for the caller.
Do one of the following:
1 . Type the word or phrase you want Architect to convert to speech for the caller.
2. Type the pre-recorded prompt you want Architect to play back to the caller.
3. Click the Edit Audio Sequence button to configure text-to-speech, add a prompt, or
add data for a prompt sequence. For more information about editing an audio
sequence, see the Suggested conten
,Play Audio on Silence action - Answers -Use this action to play a message (prompt or
audio sequence) to completion.
The message optimistically plays immediately. If barge-in interrupts the message by
either voice or DTMF before it plays to completion, the message enters a loop.
After it enters a loop, it waits for a specified amount of silence and then attempts to play
the message again to completion.
If the message plays to completion, then the action takes the success path. If the
message reaches the maximum number of retries first, it takes the failure path.
Detect Silence action - Answers -Use this action to detect an answering machine
message or verbal speech and subsequent silence in an outbound dialing campaign
interaction. You can also use this action in inbound, secure, and in-queue call flows.
The action detects live or voicemail speech, but not a voicemail beep.
Before you can use this action, make sure that you enable the system to distinguish
between a live voice and an answering machine.
Create a call analysis response - Answers -In Architect, use the Detect Silence and Play
Audio on Silence actions in your call flows to detect live or voicemail speech, and then
determine how the flow proceeds.
An error message appears if the new call analysis response exceeds the maximum limit
count of 1000. Delete old or obsolete call analysis responses as needed and click Save
again to complete the new call analysis response configuration.
For each call analysis result, select one of the following actions for the system to take:
- Hangup disconnects the call.
- Transfer returns the call to the campaign's queue so that the next available agent can
answer it.
-Transfer to Outbound Flow transfers to the outbound flow you select. Create outbound
flows beforehand using Architect.
Set Whisper Audio action - Answers -The Set Whisper Audio action enables you to set
up whisper audio on a per call basis.
Use the whisper audio previously configured for the queue, or configure an audio
sequence in the Audio Sequence Editor.
You can set up whisper audio for all agents, or for agents only configured for auto-
answer. For more information, see the Phone tab on the Edit user configuration data
page and Set behavior and thresholds for all interaction types in Create and configure
queues.
,The whisper audio set in Architect overrides audio set for the queue.
The system counts the duration for whisper audio as Handle Time.
Transcription action - Answers -Available in inbound and outbound call flows, the
Transcription action allows you to enable the voice transcription feature for call flows.
Use this action with the Genesys Cloud Performance > Workspace > Interactions >
Transcript feature to gain insight into the content of voice interactions, improve training
and feedback for contact center employees, and identify business problems.
To use voice transcription, enable recording on the trunk.
Available Inbound Call Flow Audio Actions - Answers -1. Play audio
2. Play Audio on Silence
3. Detect Silence
4. Set Whisper Audio
5. Transcription
Available Inbound Call Flow Bot Actions - Answers -1. Call Dialogflow CX
2. Call Dialogflow Bot
3. Call Lex Bot
4. Call Lex V2 Bot
5. Call Nuance Bot
Call Dialogflow CX - Answers -Use the Call Dialogflow CX Bot action to run self-service
applications within a flow before or instead of routing a customer to an agent.
To enable the Call Dialogflow CX Bot action in Architect, you must first obtain the
Google Cloud Dialogflow CX integration from the Genesys AppFoundry.
Call Dialogflow Bot - Answers -Use the Call Dialogflow Bot action to run self-service
applications within a flow before or instead of routing a customer to an agent. Use this
action in inbound and outbound call flows, and chat and message flows.
Open an existing Dialogflow ES bot and incorporate it into your message flow.
Call Lex Bot action - Answers -Use the Call Lex Bot action to run self-service
applications within a flow before or instead of routing a customer to an agent.
Call Lex V2 Bot - Answers -Integrate call flows with Amazon Lex V2 functionality for
processing and returning intents and slots to Architect.
Call Nuance Bot - Answers -Open an existing Nuance Mix bot and incorporate it into
your message flow.
, Call Common Module - Answers -Reuse previously created logic stored in a common
module flow.
Call Data Action - Answers -Retrieve information about a customer from default or
custom data actions integration in Genesys Cloud.
The Call Data Action does not evaluate any retrieved data. Flow authors can, in
subsequent actions, evaluate data retrieved from this action to determine the flow's next
steps; for example, through Decision or Switch actions.
Collect Input - Answers -Prompt a caller to enter a string of digits.
Data Table Lookup - Answers -Retrieve data stored in a Genesys Cloud data table.
These outputs allow the flow author to map the results of any resulting errorType and
errorMessage - Answers -errorType: A non-empty string that contains the type or
category of the error.
DataTablesInternalServerError: The system encounters an error while performing the
lookup action.
DataTablesServerTooBusyException: The system is unable to process the lookup
action because the service is too busy.
DataTablesSyntaxError: The system encounters an internal error when the call to
perform the lookup uses incorrectly formatted data, or when processing the response
data encounters an error.
DataTablesTableNotFoundException: The data table for which the lookup is being
performed does not exist.
Get Participant Data action - Answers -Call participants can have attributes assigned to
them. In Architect, a participant is the caller or messenger on an inbound flow, or the
recipient on an outbound flow.
A participant can move from one conversation to another, and takes the attributes
along.
An attribute is a piece of information about an object that travels with it throughout the
flow.
Variable To Assign - Answers -When the participant attribute is retrieved, it is stored in
the flow variable you specify here. The variable can then be used in other locations
within the flow. When you select a variable name, Architect precedes the name with
Flow. When you begin typing Flow., a list of existing variable names appears in a drop-
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