GCX-GCD Questions and Answers

In Genesys Cloud CX, an application requesting to create a new user must have the appropriate scope (e.g.,user:adminoruser:create) granted. This scope ensures that the application has the necessary permissions to perform user creation actions.

In Genesys Cloud CX, a PATCH request is used to update the state of all participants in a conversation to disconnected, allowing partial updates to the resource without replacing the entire object.

To connect to AudioCodes phones, which typically function as external SIP devices, you would configure an External trunk in Genesys Cloud CX. This allows SIP communication between Genesys Cloud and the AudioCodes device.

The Performance > API Usage page in Genesys Cloud CX provides a built-in dashboard that allows you to monitor the number of API requests, helping you track usage trends, detect anomalies, and manage limits effectively.

In Genesys Cloud CX, a conversation refers to an interaction involving multiple participants over one or more media channels, such as chat, phone, or email. Each conversation encompasses comprehensive data for all interactions among the participants, providing a complete view of the engagement history.

In the Genesys Cloud CX Notifications API, ping/pong messages are used to check the healthof the WebSocket connection. These messages help detect if the socket is still open or if it has been dropped, enabling appropriate client-side handling.

Genesys Cloud CX provides a versioning page that allows developers to compare changes between different API versions. This tool helps in understanding updates, deprecations, and modifications across API versions, facilitating smoother transitions and integrations.

The Campaign Management container in Genesys Cloud CX is used to create, configure, and manage outbound campaigns, including setting up dialing modes, contact lists, and other campaign-related settings.

In Genesys Cloud CX, widget permissions are not assigned to individual users. Instead, permissions related to web chat widgets are managed through roles and permissions within the platform. To create or manage web chat widgets, a user must have the appropriate permissions, such as Widgets > Deployment > AllorWeb Chat > Deployment > All.These permissions are typically assigned to administrative roles responsible for configuring and deploying web chat functionalities.

Genesys Cloud CX aims to minimize breaking changes to maintain backward compatibility for its users. When breaking changes are necessary, they are typically deferred until the next major revision of the API, ensuring a smoother transition for developers and users.

In Genesys Cloud CX, when creating a query to fetch conversation data without any filters, you can specify an interval of up to seven days. This means you can retrieve conversation data spanning the past seven days, including today.

In Genesys Cloud CX, to send typing notifications to the chat window, you use aPOSTrequest to the/api/v2/conversations/{conversationId}/participants/{participantId}/typingendpoint. This requires both the Conversation ID and the Participant (Member) ID to correctly identify and notify the specific participant within the conversation.

In Genesys Cloud CX, when scheduling a callback via aPOSTrequest to/api/v2/conversations/callbacks, you can specify eitherqueueIdorroutingData:

queueId:This parameter is used for basic routing, directing the callback to a specific queue by its unique identifier. It facilitates straightforward ACD (Automatic Call Distribution) routing without additional routing attributes.

routingData:This parameter allows for more advanced routing configurations. It enables the inclusion of additional routing attributes such as skills, languages, or other criteria, providing greater control over how the callback is routed within the system.

In Genesys Cloud CX, the Directory allows you to search for individuals within your organization and add external contacts. The Directory provides a streamlined view of all contact and organization data, enabling efficient management of both internal and external contacts.

The Queue Observations query in Genesys Cloud CX provides real-time metrics such as the number of interactions currently ongoing or waiting in a queue and the number of agents available, making it ideal for live queue monitoring.

Genesys Cloud CX enforces a maximum outgoing message size of 40 MB, including attachments, after base64 encoding. Base64 encoding increases the size of the original files by approximately 33%, so the combined size of the email body and attachments should be around 29 MB before encoding to stay within the limit. To manage larger files, you can upload them to Genesys Cloud Documents and include links to these documents in your email, effectively bypassing the attachment size limitation.

Genesys Cloud CX operates in separate regional environments (e.g., North America, EMEA, APAC). OAuth clients are region-specific, meaning an OAuth client created for North America won't authenticate users in Europe. To resolve this, a new OAuth client must be created in the European region's environment.