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You are an outbound admin and required to configure a script to allow agents to create a contact in the contact list. Select the correct sequence.
1) Associate a contact list with the script.
2) Create a Script.
3) Invoke the "Outbound Create Contact" action with appropriate variables.
4) Enable Outbound features.
To configure a script that allows agents to create a contact in the contact list in Genesys Cloud CX, the following sequence should be followed:
Create a Script: Start by creating a new script that will serve as the framework for the agent's interaction.
Enable Outbound features: Before the script can interact with outbound services, outbound features must be enabled in the script settings.
Associate a contact list with the script: The script needs to be associated with a specific contact list to ensure that contacts can be added directly to the correct list.
Invoke the 'Outbound Create Contact' action with appropriate variables: Finally, add the 'Outbound Create Contact' action to the script and configure it with the appropriate variables to capture the necessary contact details from the agent.
This order ensures that the script is correctly set up to interact with the contact list and allows agents to add new contacts as needed.
Genesys Cloud CX Scripting Documentation.
You are a contact center administrator and are required to create a script to allow agents to write data to an external CRM. Select the correct sequence.
1. Create a Script.
2. Configure the CRM integration in Genesys Cloud CX.
3. Give necessary permission to agents to view and execute data actions.
4. Configure the respective data action of the configured CRM in Scripts.
5. Enable the Data Actions property in the script.
To create a script that allows agents to write data to an external CRM, the correct sequence of steps is as follows:
Configure the CRM integration in Genesys Cloud CX: Before any scripting can take place, the CRM must be integrated with Genesys Cloud CX. This integration setup is the foundation that allows data to flow between the two systems.
Create a Script: Once the integration is configured, you can create a new script that will be used by agents to interact with the CRM.
Enable the Data Actions property in the script: This property must be enabled to allow the script to perform data actions, which include sending and receiving data from the CRM.
Configure the respective data action of the configured CRM in Scripts: After enabling Data Actions, you must set up the specific actions that will interact with the CRM, such as writing data to a contact record.
Give necessary permission to agents to view and execute data actions: Finally, you must ensure that agents have the appropriate permissions to execute these data actions, which may involve granting them specific roles or permissions in Genesys Cloud CX.
This sequence ensures that all necessary configurations and permissions are in place before agents start interacting with the CRM through the script.
Genesys Cloud CX Data Actions and Scripting Documentation.
By default, Line Recording is disabled.
By default, Line Recording is indeed disabled in Genesys Cloud CX. This default setting is designed to comply with various regulatory and privacy requirements, where recording communications without explicit consent or necessity could lead to legal issues. Administrators must manually enable Line Recording based on organizational needs and after ensuring that all necessary legal and compliance measures are in place.
Genesys Cloud CX allows detailed configurations for recording, including setting up policies that dictate when and how interactions are recorded, ensuring that only necessary communications are recorded and stored.
Identity the statements that correctly describe script sharing functionality in Genesys Cloud. (Choose two.)
he correct statements about script sharing functionality in Genesys Cloud are:
Scripts can be shared with other users within the same organization: This allows collaboration and ensures that users with the appropriate permissions can access and modify scripts as needed.
Scripts cannot be shared across divisions: Scripts are generally confined to the division in which they were created, and sharing across divisions is restricted unless specific permissions or configurations allow it.
Sharing scripts is an essential feature for collaborative work within the same organization but is limited by the organizational structure, such as divisions.
Genesys Cloud CX Script Sharing and Permissions Documentation.
Which of the following is NOT a feature of Genesys Cloud CX contact center?
Human Capital Management (HCM) is not a feature of Genesys Cloud CX contact center. Genesys Cloud CX offers features like Workforce Management (WFM), Quality Management (QM), and Automatic Call Distribution (ACD), which are integral to managing contact center operations. These features help optimize agent performance, ensure quality service delivery, and efficiently route interactions to the right agents.
HCM typically refers to broader HR systems that manage employee lifecycle processes such as recruitment, onboarding, and payroll, which are outside the scope of Genesys Cloud CX
