Pass the Genesys Genesys Cloud CX GCX-SCR Questions and answers with CertsForce

Genesys Cloud CX stores call recordings by default on AWS Cloud. AWS (Amazon Web Services) is the cloud service provider used by Genesys Cloud CX for its infrastructure, which includes the storage of call recordings. This cloud-based storage ensures scalability, reliability, and accessibility of call recordings, supporting various compliance and data retention needs.

This setup provides the benefits of cloud storage, including high availability, security, and easy access to recordings from anywhere.

The default page name that the editor automatically adds when you create a new script in Genesys Cloud CX is Start Page. This page serves as the initial landing page of the script, and it typically contains the first set of instructions or content that the agent will see when the script is launched.

When working on a complex script in Genesys Cloud CX that includes multiple stack containers and components nested within each other, Nesting Indicators are a helpful feature to ensure that you have selected the correct component or container. These indicators visually show the hierarchy of components within the script, making it easier to navigate and edit complex structures.

Using Nesting Indicators helps avoid errors by providing a clear view of how elements are organized within the script, ensuring that modifications are applied to the correct components.

The Consult Transfer action in a contact center allows agents to transfer interactions seamlessly without needing to remember the destination. This type of transfer allows the agent to consult with the destination party before completing the transfer, ensuring that the interaction is handled smoothly and that the receiving party is fully informed.

This feature is particularly useful in complex customer service scenarios where context needs to be preserved during the transfer.

References:

Genesys Cloud CX Interaction Management Documentation​​​.

In Genesys Cloud CX, a Branch Site can be converted to a Core Site when an Edge is assigned to the Branch Site. The Edge device is essential for routing and managing interactions, and its presence elevates the site from a Branch Site to a Core Site, giving it the full capabilities associated with Core Sites. This conversion is part of the network architecture and is critical for managing and optimizing interaction routing and resource allocation.

References:

Genesys Cloud CX Site and Edge Management Documentation​​​.

Custom templates in the Genesys Cloud script editor are particularly useful when you need to create multiple scripts with similar requirements. These templates allow for consistent design and functionality across various scripts, saving time and ensuring uniformity in how interactions are handled. They are not typically used for one-time scripts or to store visual elements like graphics but are focused on reuse and consistency across multiple scripts.

References:

Genesys Cloud CX Scripting Templates Documentation​​​.

In Genesys Cloud CX, a Component Template contains one or more visual components that can be inserted into a script page. These templates are designed to provide reusable UI elements that can be consistently applied across different scripts. Using component templates helps in maintaining uniformity and speeding up the script creation process by allowing script designers to easily drag and drop pre-defined components into their scripts.

Component templates can include items such as buttons, text fields, and other interactive elements that are commonly used within the scripts.

To add a scheduled callback option to your script in Genesys Cloud CX, the components that need to be bound together are the Date/Time Input and a Button.

Date/Time Input: This component allows the agent or customer to select a specific date and time for the callback.

Button: This component is used to submit the selected date and time, triggering the scheduling of the callback.

These two components work together to enable the scheduling functionality within the script, allowing for the seamless setup of callbacks based on the user's input.

References:

Genesys Cloud CX Scripting Components Documentation​​​.

The correct syntax to display "10$" using the variables value and currency in Genesys Cloud CX scripting is {{value}}{{currency}}. This syntax correctly concatenates the two variables without any additional characters or spaces, ensuring that the result is displayed as "10$" on the script page.

It is possible to transfer data to and from scripts in Genesys Cloud CX. This capability is fundamental to creating interactive and dynamic scripts that can respond to real-time information and update the system based on user inputs. Data can be passed into scripts from external sources such as databases or other services, and data collected during an interaction can be sent back to the system for further processing or storage.

This data transfer allows for scripts to be highly customizable and context-sensitive, enhancing the overall effectiveness of customer interactions.