Line Recording in Genesys Cloud CX is a feature that captures the raw, unencrypted media streams for all calls associated with a specific trunk. According to official Genesys documentation, this feature is not active by default when a new organization is provisioned or a new trunk is configured. An administrator must explicitly navigate to the trunk's configuration settings and enable the "Line Recording" toggle to activate it. This default-off state ensures that organizations consciously opt-in to this level of recording, which has implications for storage, compliance, and privacy.

B. False: This is incorrect. Genesys Cloud CX documentation explicitly states that Line Recording must be manually enabled on a per-trunk basis as it is disabled by default.

1. Genesys Cloud CX Resource Center. (n.d.). Enable line recording. Retrieved from https://help.mypurecloud.com/articles/enable-line-recording/.

Reference Point: The first sentence in the article states, "By default, line recording is disabled."

2. Genesys Cloud CX Resource Center. (n.d.). Line recording. Retrieved from https://help.mypurecloud.com/articles/line-recording/.

Reference Point: The "Enable line recording" section begins with the statement, "By default, line recording is disabled."

The Genesys Cloud CX Platform API adheres to RESTful principles for resource manipulation. To update an existing user, the PATCH HTTP method is used. This method is specifically designed to apply partial modifications to a resource. For instance, changing a user's name or phone number without affecting their other attributes. The designated API endpoint for this operation is PATCH /api/v2/users/{userId}, where {userId} is the unique identifier for the user being updated.

A. POST: This method is used for creating a new resource, such as adding a new user to the system, not for modifying an existing one.

C. TRACE: This is a diagnostic method used for network path debugging and does not perform any data manipulation on the resource.

D. DELETE: This method is used to permanently remove a resource, which is the opposite of updating a user's information.

1. Genesys Cloud Developer Center, Platform API v2, Users: The official API documentation explicitly lists the endpoint for updating a user.

Reference: PATCH /api/v2/users/{userId}

Description: "Update a user"

Source: Genesys Cloud CX, Developer Center, API Explorer, Users > patch-api-v2-users--userId-. (developer.genesys.cloud/api/rest/v2/users/#patch-api-v2-users--userId-)

The Directory view in Genesys Cloud CX is the centralized location for managing contact information. It allows users to search for and view profiles of people within their organization. Additionally, it provides the functionality to create, edit, and manage external contacts, which are individuals outside the organization, such as customers or partners. This consolidation of internal and external contacts within a single, searchable interface is a core function of the Directory feature.

A. Documents: The Documents view is a content management feature used for storing, sharing, and managing files and documents within the organization, not for contact management.

B. Activity: The Activity views (e.g., Queues Activity, Interactions) are used to monitor real-time and historical performance metrics and interaction details, not to search for people or manage contacts.

D. Location: The Location feature, managed under Admin settings, is used to configure physical sites and locations for the organization, primarily for emergency services and telephony settings.

1. Genesys Cloud CX Resource Center: About the directory. This document states, "The directory contains contact information for people in your organization and for external contacts that you add... You can search for people, groups, and external contacts."

2. Genesys Cloud CX Resource Center: Add an external contact. This guide explicitly details the procedure: "1. Click Directory > External Contacts. 2. Click Add Contact." This confirms external contacts are added via the Directory.

3. Genesys Cloud CX Resource Center: Search the directory. This article describes the search functionality, stating, "You can search for people, groups, and external contacts in the directory." This confirms the search capability for internal people.

The Genesys Cloud Analytics API for conversation detail queries (POST /api/v2/analytics/conversations/details/query) has specific limitations to ensure platform performance. When a query is executed without any filters (e.g., conversationFilters, segmentFilters), the platform restricts the maximum time interval to 7 days. This constraint prevents overly broad and resource-intensive data requests. To query for a longer duration without filters, the request must be broken down into multiple, smaller queries, each spanning a maximum of 7 days.

B. 10: This is an incorrect value; the API documentation does not specify a 10-day limit for any conversation query scenario.

C. 30: This is an incorrect value; the API documentation does not specify a 30-day limit for any conversation query scenario.

D. 32: This is the maximum interval allowed for a conversation detail query when a filter is applied. The question explicitly states the query has "no filter."

1. Genesys Cloud Developer Center, Analytics > Conversations > Post a conversation detail query. Under the section "Usage and limitations," the documentation states: "When not using a filter, the maximum interval is 7 days." and "The maximum interval is 32 days [with a filter]."

Source: Genesys Cloud CX, Official Vendor Documentation.

Reference: https://developer.genesys.cloud/api/rest/v2/analytics/conversationdetailquery (Accessed under the "Usage and limitations" expandable section).

Genesys Cloud CX Scripts are specifically designed to guide agents through interactions. They can display caller information, often retrieved from a CRM or data source via a data action, and provide interactive components such as text boxes, dropdowns, and checkboxes. This functionality allows an agent to both view existing customer data and actively collect or update that information during the conversation, which is then saved as interaction attributes or written back to the source system.

A. Dialog boxes are typically used for simple alerts or confirmations and lack the complex input fields needed for structured data collection.

C. Toast pop-ups are temporary, non-interactive notifications that alert an agent to an event, such as an incoming call; they do not allow for data entry.

D. IVR prompts are audio messages played to the caller within an automated call flow, not a tool presented to the agent for data collection.

1. Genesys Cloud CX Resource Center, "About scripting." This document states, "Scripts provide agents with instructions, information, and a way to collect information from contacts... You can add basic components, such as text, images, and buttons. You can also add advanced components, such as a web page or a standard or custom script." (Accessed under the "Scripts" section).

2. Genesys Cloud CX Resource Center, "Script input components." This page details the various components available for data collection within a script, including "Text Input," "Checkbox," and "Dropdown," confirming their purpose is to allow agents to enter and update information. (Accessed under "Scripts > Create a script").

3. Genesys Cloud CX Resource Center, "About notifications." This source describes how toast notifications are used to alert agents about incoming interactions and other events, highlighting their role as a notification mechanism rather than a data collection tool. (Accessed under the "Collaborate" section).