In situations where sensitive payment information is involved, Genesys Cloud CX provides

mechanisms to ensure that this data is not recorded, thereby complying with PCI-DSS and other

regulatory standards:

Secure Pause (B): Aaron can invoke a Secure Pause action to temporarily stop the recording while

collecting payment information. This action ensures that sensitive information is not captured in the

recording, protecting both the customer and the organization.

Secure Call Flow (C): Alternatively, Aaron can transfer the interaction to a Secure Call flow configured

to collect payment information via IVR. This method uses a secure, automated system to collect

sensitive data without involving the agent or recording sensitive information.

The correct format to display an outbound contact's first name in a preview mode within Genesys

Cloud CX is {{Outbound.FirstName}}. This syntax uses double curly braces, which are recognized by

the scripting engine to dynamically insert variable data into the script. When in preview mode, this

format ensures that the variable Outbound.FirstName is replaced with the actual first name of the

contact when the script is executed.

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.

In Genesys Cloud CX, the Set Participant Data action is the correct choice for transferring data to

scripts during a call flow. This action allows you to set specific data attributes for the participant (such

as a customer or agent) that can then be accessed by scripts running during the interaction.

The Set Participant Data action is typically used to pass information gathered during an interaction,

such as caller input or data fetched from external sources, so that it can be used in scripts to

customize the experience further. This is crucial for dynamic and personalized script content based

on the interaction context.

For more details, you can refer to the Genesys Cloud CX documentation on call flows and scripting,

which explains how to use the Set Participant Data action effectively in various scenarios.

Reference:

[Genesys Cloud CX Call Flow Documentation]

[Genesys Cloud CX Scripting Documentation]

In the image provided, option 4 (D) represents the button used to manage script settings, which

includes options for creating a script template. To create a script template from an existing script, the

user must navigate to this menu and select the appropriate option to convert or save the script as a

template for future use. This ensures that common sections can be reused across multiple scripts

efficiently.

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In Genesys Cloud CX, once you set the page name in a script, you can change it later if needed. The

platform allows for flexibility in managing and editing scripts, including renaming pages to better

reflect their content or purpose as the script evolves.

Reference:

Genesys Cloud CX Scripting Documentation​​​.

You can indeed combine Genesys Cloud CX Voice with BYOC Cloud to leverage the benefits of both

cloud telephony connection options. Genesys Cloud CX Voice provides a fully managed telephony

service, while BYOC (Bring Your Own Carrier) Cloud allows you to use your own telephony provider.

Combining these options can give your organization flexibility, allowing you to maintain existing

carrier relationships while benefiting from the scalability and management features of Genesys

Cloud CX.

By default, Genesys Cloud CX scripting does not have a separate data type specifically for decimals.

Instead, decimals are typically handled as numbers within the existing number data type. This means

that decimal values can be used, but they are not explicitly differentiated from integers by a distinct

data type in the scripting environment.

Reference:

Genesys Cloud CX Scripting Data Types Documentation​​​.

HTML, JavaScript, or CSS knowledge is not a prerequisite for configuring Genesys Cloud CX Scripts.

The scripting interface in Genesys Cloud CX is designed to be user-friendly, allowing users to create

and configure scripts using a visual editor without needing to know web development languages like

HTML, JavaScript, or CSS. The platform abstracts these complexities, making it accessible to users

with varying technical backgrounds.

Reference:

Genesys Cloud CX Scripting Documentation​​​.

In Genesys Cloud CX, once a custom field is created on a user's profile, it cannot be deleted via the

Admin interface. This restriction ensures that profile data integrity is maintained and that data linked

to custom fields is not accidentally lost or compromised. While you can update or modify custom

fields, deleting them entirely from the admin interface is not an option.

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