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Genesys Cloud Architect – Questions & Detailed Answers
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Genesys Cloud Architect – Questions & Detailed Answers
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Genesys Cloud Architect – Questions & DetailedAnswers
Outputs
1. AddDays(MakeDateTime(2009, 3, 2, 12, 00, 00), 5)
2. AddDays(MakeDate(2009, 3, 2), 5) Right Ans - 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 Right Ans - 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: Right Ans - - Each time you enter a menu
- Each menu action
- Each task action
Play Audio action Right Ans - 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 Right Ans - 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 Right Ans - 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 Right Ans - 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 Right Ans - 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 Right Ans - 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 Right Ans - 1. Play audio
2. Play Audio on Silence
3. Detect Silence
4. Set Whisper Audio
5. Transcription
, Available Inbound Call Flow Bot Actions Right Ans - 1. Call Dialogflow CX
2. Call Dialogflow Bot
3. Call Lex Bot
4. Call Lex V2 Bot
5. Call Nuance Bot
Call Dialogflow CX Right Ans - 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 Right Ans - 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 Right Ans - 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 Right Ans - Integrate call flows with Amazon Lex V2
functionality for processing and returning intents and slots to Architect.
Call Nuance Bot Right Ans - Open an existing Nuance Mix bot and
incorporate it into your message flow.
Call Common Module Right Ans - Reuse previously created logic stored in a
common module flow.
Call Data Action Right Ans - Retrieve information about a customer from
default or custom data actions integration in Genesys Cloud.
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