The Utilization feature in Genesys Cloud is designed to manage an agent's concurrent interaction workload. Administrators can configure the maximum number of simultaneous interactions an agent can handle for each specific media type, such as calls, chats, or emails. The configuration also allows defining rules for interruptibility, specifying which media types can be offered to an agent who is already handling another interaction. By setting capacities across various media types, administrators effectively control the mix and number of different interaction types an agent can manage concurrently, ensuring a balanced workload.

B. The after call work time for each media type: This is incorrect. After Call Work (ACW) is a property configured at the individual queue level, not within the organization-wide Utilization settings.

C. The length of time that an agent may spend on each media type: This is incorrect. Interaction duration is managed through routing logic in Architect flows or Service Level Agreement (SLA) configurations, not by Utilization settings.

1. Genesys Cloud Resource Center, "Configure utilization settings."

This document explicitly details the configurable options for utilization. It states, "For each media type, you can configure the maximum number of interactions that an agent can handle at one time" (supports option A). It also describes the "Can be interrupted" setting, which allows "another interaction of a different media type to be offered to the agent" (supports option E). The combination of these settings inherently defines the agent's capacity to handle a mix of different media types simultaneously (supports option D).

2. Genesys Cloud Resource Center, "Queues activity view."

This document, in its description of queue metrics, references After Call Work (ACW) as a state following an interaction handled by a specific queue, confirming that ACW is a queue-level concept, not a global utilization setting (disproves option B).

In Genesys Cloud CX Architect, the "Inter-Digit Timeout" is the specific configuration that defines the maximum duration of silence or pause permitted between a caller's key presses (DTMF tones). When a caller is entering a sequence of digits, such as an account number, this timer resets after each digit is entered. If the caller pauses for longer than the specified Inter-Digit Timeout value before entering the next digit, the system assumes the entry is complete and proceeds with the collected digits.

A. Timeout: This term is too general. In Architect's "Collect Input" action, "Timeout" specifically refers to the period the system waits for the caller to begin entering the first digit.

C. No Entry Timeout: This is functionally the same as the "Timeout" setting in the "Collect Input" action. It measures the time from the end of the prompt until the caller enters the first digit.

D. Menu Selection Timeout: This applies to menu nodes and defines how long the IVR waits for a caller to select an option from a presented menu, not the pause between digits in a data entry field.

1. Genesys Cloud CX Resource Center: In the documentation for the "Collect Input action" in Architect, the settings are explicitly defined.

Inter-Digit Timeout: "The maximum time to wait between key presses. The default value is 2 seconds."

Timeout: "The maximum time to wait for the caller to begin entering data. The default value is 5 seconds."

Source: Genesys. (n.d.). Collect Input action. Genesys Cloud CX Resource Center. Retrieved from https://help.mypurecloud.com/articles/collect-input-action/ (Under the "Settings" section).

2. Genesys Cloud CX Resource Center: The "Ask for Intent action" uses similar terminology, reinforcing the distinction.

Inter-Digit Timeout: "The maximum time to wait between key presses when the user provides DTMF input."

Source: Genesys. (n.d.). Ask for Intent action. Genesys Cloud CX Resource Center. Retrieved from https://help.mypurecloud.com/articles/ask-for-intent-action/ (Under the "DTMF (Dual-Tone Multi-Frequency) Settings" section).

According to the official Genesys Cloud CX documentation for bulk prompt imports, the audio files must adhere to a specific naming convention to be processed correctly. The required format is prompttypeprompt-namelanguage-code.wav. For a user prompt named “Welcome” intended for the English (United States) language (en-us), the correct filename structure is promptuserWelcomeen-us. This format uses underscores to separate the three required components: the prompt type (user), the prompt name (Welcome), and the language code (en-us).

A. prompt user Welcome/en-us: This option is incorrect because it uses spaces and a forward slash as separators, which violates the required underscore-separated format.

B. promptuserWelcome/en-us: This option is incorrect because it uses a forward slash to separate the prompt name from the language code, not an underscore.

C. prompt user Welcomeen-us: This option is incorrect because it uses a space between "prompt" and "user" instead of the required underscore separator.

1. Genesys Cloud CX Resource Center. (n.d.). Import prompts in bulk. Retrieved from help.mypurecloud.com.

Reference Details: In the section "Prepare the audio files," the documentation explicitly states: "The audio file names must follow this format: prompttypeprompt-namelanguage-code.wav." It further clarifies that prompttype can be user, system, or menu, and that underscores must be used as separators.

Enabling the Payment Card Industry Data Security Standard (PCI DSS) setting in a Genesys Cloud organization automatically disables features that could capture and store sensitive authentication data (SAD). Media Capture, which records the Real-time Transport Protocol (RTP) audio stream, and Protocol Capture, which records signaling protocols like SIP and WebRTC, are both disabled. This preventative measure ensures that sensitive information, such as cardholder data spoken by a customer or entered via DTMF tones, is not inadvertently stored in system logs or recordings, thereby maintaining compliance with PCI DSS requirements.

B. IVR Capture: This is not a specific platform-wide feature disabled by the PCI DSS setting. Secure data collection within an IVR is managed through specific Architect flow designs, not a global disablement.

C. QoS Capture: This feature captures network performance and quality of service metrics (e.g., jitter, packet loss), which do not contain sensitive cardholder data, and thus it is not disabled.

1. Genesys Cloud CX Resource Center. (n.d.). PCI DSS compliance. Retrieved from Genesys Cloud documentation.

Reference Point: In the section "Enable PCI DSS for your organization," the documentation explicitly lists the features that are automatically disabled. It states: "When you enable PCI DSS for your organization, Genesys Cloud automatically disables the following features...: ...Protocol capture (SIP and WebRTC) ...Media capture (RTP)." This directly supports the selection of options A and D.

2. Genesys Cloud CX Resource Center. (n.d.). Troubleshooting tools. Retrieved from Genesys Cloud documentation.

Reference Point: The description of Protocol Capture and Media Capture under the "Interaction Details" section explains that these tools capture SIP/WebRTC signaling and RTP media streams, respectively. The PCI DSS compliance document confirms these specific tools are disabled to prevent the capture of sensitive data that could be present in those streams.

In Genesys Cloud CX Architect, the Menu action includes settings to handle scenarios where a caller provides no input or an unrecognized input. The "Number of times to repeat menu" property within these settings determines how many times the menu prompt is replayed before the flow proceeds to the designated failure path (No Input or No Match). The minimum allowed value for this property is 0. A value of 0 means the menu will not be repeated; the flow will immediately follow the failure path after the first instance of no input or an unrecognized entry.

A. 1: This is the default value for repeating a menu, but it is not the minimum configurable value.

B. 2: This is a valid setting for the number of repetitions, but it is higher than the minimum allowed value of 0.

C. 5: This is a valid setting for the number of repetitions, but it is significantly higher than the minimum allowed value.

1. Genesys Cloud CX Resource Center, "Menu action". Under the sections for "Configure the No Input path" and "Configure the No Match path," the documentation states: "In the Number of times to repeat menu box, enter the number of times to repeat the menu... The default is 1. The minimum is 0." (Accessed [Current Date]).

In Genesys Cloud Architect, flow health is monitored using several metrics, one of which is "Flow size." This metric indicates how close a flow is to reaching the maximum allowed size limit. The system defines specific percentage thresholds for different health levels. The "High" level for flow size is officially defined as being between 90% and 94% of the maximum limit. Therefore, a value of 90% is the starting point that indicates a flow's size has reached the "High" level, signaling that it may need review and optimization.

A. 70: This percentage falls within the "Good" flow size range (0-89%) and does not indicate a potential issue.

C. 95: This percentage marks the beginning of the "Very High" flow size range (95-100%), which is a more critical level than "High".

D. 98: This percentage is categorized as "Very High" (95-100%), indicating the flow is critically close to the maximum size limit.

1. Genesys Cloud CX Resource Center. (n.d.). View flow health. Retrieved from https://help.mypurecloud.com/articles/view-flow-health/.

Reference Specifics: In the "Flow health metrics" section, under the "Flow size" metric, the documentation explicitly states the thresholds: "Good: 0-89%", "High: 90-94%", and "Very High: 95-100%".

Genesys Cloud’s Telephony > Call Routing feature lets you attach one or more schedules to a specific DNIS so the system decides, before the call ever enters a flow, where to send the call at different times of day (e.g., business hours to a queue, after-hours to voicemail). Genesys documentation labels this capability “time-of-day routing” and identifies Call Routes as the recommended, simplest mechanism for schedule-based inbound routing. Therefore, selecting a Call Route is the best method when the sole requirement is to route an incoming call according to the current time.

A. Inbound call flow – Check Schedule Group action can do it, but Genesys recommends using Call Routing for basic time-of-day needs to avoid extra flow logic.

B. Scheduling – A schedule only defines open/closed hours; by itself it performs no routing.

D. Callable time sets – Apply exclusively to outbound campaign dialing windows, not to inbound call handling.

1. Genesys Cloud Resource Center, “About call routing,” Section: Time-of-day routing, para 1–2 (https://help.mypurecloud.com/articles/about-call-routing/).

2. Genesys Cloud Resource Center, “Add a schedule to a call route,” Steps 1-3, note on directing calls based on schedules (https://help.mypurecloud.com/articles/add-a-schedule-to-a-call-route/).

3. Genesys Cloud CX University Courseware GCX-ARC, Module “Telephony & Call Routing,” slide 7: “Use Call Routes + Schedules for simple time-based inbound routing.”

According to the official Genesys Cloud CX documentation for Architect, when a new inbound call flow is created, the "Company Directory" speech recognition feature is enabled by default. This setting allows the system to recognize and match spoken names against the organization's user directory, typically for call transfer purposes. This default configuration facilitates the quick implementation of a basic name-dialing or transfer-by-name functionality without requiring initial manual configuration of this specific feature.

A. This is a flow-wide setting that is disabled by default. It must be manually activated to enable speech recognition for all applicable actions within the flow.

C. This is a specific timeout parameter with a default value, not a feature that is "enabled" by default. It only applies when ASR is active in a specific action.

D. Similar to the complete match timeout, this is a configuration parameter with a default value, not a feature that is toggled on by default for the entire flow.

1. Genesys Cloud CX Resource Center: Set speech recognition settings for a flow. This document explicitly states, "When you create a new flow, Architect enables Company Directory speech recognition by default." It also clarifies that the "Enable speech recognition for the entire flow" toggle is off by default. (Accessed under Architect > Flows > Flow settings).

2. Genesys Cloud CX Resource Center: Speech recognition in Architect. This article provides an overview of ASR settings, including timeouts, and describes the Company Directory as a specific, pre-configured grammar that is available. The default state is confirmed in the flow settings documentation. (Accessed under Architect > Speech recognition).

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