Genesys Online Test Questions
Question: Given a routing strategy with the following steps:
What happens if a call with ANI = "Anonymous" arrives and all agents in "Sales" are busy?
A. The call is disconnected immediately after the TargetBlock fails.
B. The call is queued until an agent is free, then disconnected.
C. The strategy evaluates the ANI before attempting a target.
D. The call goes to the Play Announcement step.
Answer: A. The TargetBlock will try to find an agent. If none, it will likely go to a NoTarget exception or end without routing. But critically: The Check ANI happens after the TargetBlock only if routing succeeded. Since routing fails due to all busy, the post-target steps never execute. The call disconnects via default no-target handling. genesys online test questions
Tip: Many candidates fail here because they assume the
Checkruns before routing. Order of blocks matters.
✅ Answer: B – Queues temporarily hold interactions and distribute them to eligible agents based on routing policies.
Target Roles: Genesys Consultant, Solution Architect, Implementation Engineer. Focus: Knowledge of Genesys Cloud CX, PureConnect, or PureEngage concepts, telephony basics, and logic. Question: Given a routing strategy with the following
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.