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Genesys Cloud CX: Developer Certification Sample Questions (Q17-Q22):

NEW QUESTION # 17
Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)

A. Languages
B. Skills
C. Medians
D. Knowledge levels
E. Index Ratings

Answer: A

Explanation:
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.

NEW QUESTION # 18
The response to the first call of https://api/v2/conversations/{conversationld}/recordings includes mediaUri in its JSON body with the response code of 202.

A. True
B. False

Answer: B

Explanation:
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.

NEW QUESTION # 19
The _______________ perspective is a ledger-type event stream over some time interval with time stamps for every event that occurred during the period.

A. Instantaneous Observation
B. Aggregate Records
C. Detail Records
D. Aggregate Metrics

Answer: C

Explanation:
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.

NEW QUESTION # 20
Which ACD routing method routes an interaction to the next available agent?

A. Preferred Agent
B. Disregard Skills. Next Agent
C. BullseyeACD
D. Standard ACD

Answer: D

Explanation:
The StandardACD routing method in Genesys Cloud CX routes interactions to the nextavailableagent based on queue configuration, without modifying routing logic or preferences like skills or agent affinity. It ensures straightforward, availability-based distribution.

NEW QUESTION # 21
Which of the following statements defines a fatal question in an Evaluation Form?

A. Fatal questions are the same as critical questions.
B. Fatal questions are weighted higher than non-fatal questions.
C. Fatal questions are critical questions If scored "No", the evaluation score will be zero.
D. Fatal questions are critical questions If scored No the agent will be removed from the queue.

Answer: C

Explanation:
In Genesys Cloud CX, a fatal question on an Evaluation Form is designed to reflect a critical requirement. If the evaluator scores "No" on such a question, the agent receives a zero for the entire evaluation, regardless of other responses.

NEW QUESTION # 22
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