1. In Genesys Cloud, which permission allows a user to view but not modify queue settings?
A) Queue > Edit
B) Queue > View
C) Queue > All Permissions
D) Routing > Manage
✅ Answer: B – Queue > View provides read-only access to queue configurations.
2. Which component is responsible for routing interactions based on predefined skills in Genesys Cloud?
A) Genesys Dialog Engine
B) Predictive Routing
C) Genesys Cloud ACD
D) Interaction Details Recorder
✅ Answer: C – Genesys Cloud ACD (Automatic Call Distributor) uses skills-based routing.
9. A call flow is not routing calls to an agent queue. Which tool in Genesys Cloud would you use to test the flow step-by-step?
A) Flow Viewer
B) Call Analysis Tool
C) Flow Tester
D) Architect Debugger
✅ Answer: C – Flow Tester allows simulated testing of inbound call flows.
10. When an agent transfers a call to another queue, what happens to the interaction’s recording?
A) Recording stops permanently
B) Recording continues as a single file
C) Recording splits into two segments
D) Recording is deleted
✅ Answer: C – Genesys Cloud splits the recording into segments: before transfer and after transfer.
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Tests can be formative as well as summative. Provide: genesys online test questions
This section tests your understanding of Contact Center ecosystems. Even if you are a fresher, you are expected to understand basic telephony and cloud concepts.
Topic 1: Architecture
Topic 2: Telephony Basics
Topic 3: Routing Concepts
If you are taking the proctored online test, keep this mental cheat sheet ready:
Key Genesys Limits to Memorize:
Architect Shortcuts:
Troubleshooting Logic: If a call is dropped immediately: Check Edge connection (SIP registration). If a queue is not accepting calls: Check "Ac tab" (Activity Code) setting for agents. If a recording is missing: Check "Retention policy" and "Division" access.
Question 5 (True/False with Justification) Statement: In Genesys Cloud Quality Management, if you assign a "Scorecard" to an evaluation form, the system automatically calculates the agent’s final score based on weighted questions. However, the evaluator can manually override the final score on a per-evaluation basis. Overview
A. True – The manual override is a configurable permission.
B. False – Once a Scorecard is applied, the score is immutable.
C. True – But only if the evaluation is in "Draft" status.
D. False – Scorecards only support binary (Pass/Fail), not numeric overrides.
Correct Answer: A
Rationale: Genesys Cloud allows evaluators to adjust the final score (e.g., adding discretionary points for excellent soft skills) even when using a weighted scorecard. This is controlled by the permission "Quality > Evaluation > Override Score."
This domain kills most candidates. Genesys Architect is a visual drag-and-drop tool, but the exam tests the logical flow of calls.
Question 3 (Scenario-Based) You are designing a call flow for a retail bank. The requirement: During business hours (9 AM – 5 PM), calls should ring at the Sales queue for 20 seconds. If unanswered, overflow to the Service queue for 20 seconds. If still unanswered, send to a voicemail box. After 5 PM, any call should immediately go to voicemail without ringing any queue.
Which Architect setup achieves this?
A. Use a single "Call Queue" action with time-based ring time; use a "Disconnect" action after hours.
B. Use a "Schedule" action at the beginning of the flow. In the "In Schedule" branch, use two sequential "Call Queue" actions (Sales then Service) followed by a "Voicemail" action. In the "Out of Schedule" branch, go directly to a "Voicemail" action.
C. Use a "Menu" action to ask the caller for input; use "Set Participant Data" to store the time.
D. Use a "Conditional" action checking the hour; if hour < 17, connect to an external transfer number.
Correct Answer: B
Rationale:
Common Trap: Candidates often over-engineer with "Conditional" actions. Genesys tests reward using the native Schedule and Call Queue objects.