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Genesys Cloud CX: Developer Certification Sample Questions (Q77-Q82):

NEW QUESTION # 77
Currently, you manage all agents' schedules using a spreadsheet. This shows when each agent is working, when they are on breaks, and when they have meetings or otherevents that take them away from the queue You would like to manage these in an easier and more automated way.
Which Genesys Cloud CX contact center feature can you use to replace and automate the spreadsheet schedule?

A. Genesys Cloud CX Reporting and Analytics
B. Genesys Cloud CX Workforce Management
C. Genesys Cloud CX Architect
D. Genesys Cloud CX API

Answer: B

Explanation:
Workforce Management in Genesys Cloud CX automates agent scheduling, including work shifts, breaks, meetings, and time off, replacing manual spreadsheet processes and improving efficiency and accuracy.

NEW QUESTION # 78
Which ACD routing method routes an interaction to the next available agent?

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

Answer: C

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 # 79
If a WebSocket gets closed due to any issue, the events sent by Genesys Cloud CX are automatically queued and sent once the WebSocket is open again.

A. True
B. False

Answer: B

Explanation:
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.

NEW QUESTION # 80
Which description best describes the goal of the following Analytics Request Body POST to /api/v2/analytics
/conversations/details/query?

A. To get all email conversations with less than 15 minutes of Agent Handle Time for a specific queue in descending order.
B. To get all email conversations with less than 15 minutes of Agent Handle Time for a specific queue in ascending order.
C. To get all email conversations with more than 15 minutes of Agent Handle Time for a specific queue in descending order.
D. To get all email conversations with more than 15 minutes of Agent Handle Time for a specific queue in ascending order.

Answer: C

Explanation:
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.

NEW QUESTION # 81
Which of the following statements are true regarding the Preview API? (Choose two.)

A. They are intended to be released publicly at some point in the future.
B. Any developer may access these resources with no restrictions.
C. These resources are subject to both breaking and non-breaking changes at any time without notice.

Answer: A,C

Explanation:
Preview APIs are made available as a preview of resources that are intended to be released publicly in the future.
Preview APIs are subject to both breaking and non-breaking changes at any time without notice.

NEW QUESTION # 82
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