SCRIPTER GENESYS CLOUD EXAM SCRIPT
2026 QUESTIONS WITH CORRECT
ANSWERS ALREADY PASSED
⩥ Define a task. Answer: A task typically contains a collection of actions
designed to perform an assigned task sequentially. The following are
examples of tasks:
- Prompt the customer to enter an account number.
- Validate the account number with your customer data.
- Configure hold music while you perform the process in the back-end.
- Fetch customer details such as account balance, credit card due date,
and appointment history.
- Using audio, share the requested information with the customer.
- Configure simple account number validation.
- End the task sequence with an action that tells the flow where to go
next.
⩥ Architect considers each of the following processes as an action that
counts toward the 10,000 limit:. Answer: - Each time you enter a menu
- Each menu action
- Each task action
,⩥ Play Audio action. Answer: Insert a Play Audio element in a task
action sequence to add a prompt for the caller.
Do one of the following:
1 . Type the word or phrase you want Architect to convert to speech for
the caller.
2. Type the pre-recorded prompt you want Architect to play back to the
caller.
3. Click the Edit Audio Sequence button to configure text-to-speech, add
a prompt, or add data for a prompt sequence. For more information
about editing an audio sequence, see the Suggested conten
⩥ Play Audio on Silence action. Answer: Use this action to play a
message (prompt or audio sequence) to completion.
The message optimistically plays immediately. If barge-in interrupts the
message by either voice or DTMF before it plays to completion, the
message enters a loop.
After it enters a loop, it waits for a specified amount of silence and then
attempts to play the message again to completion.
,If the message plays to completion, then the action takes the success
path. If the message reaches the maximum number of retries first, it
takes the failure path.
⩥ Detect Silence action. Answer: Use this action to detect an answering
machine message or verbal speech and subsequent silence in an
outbound dialing campaign interaction. You can also use this action in
inbound, secure, and in-queue call flows. The action detects live or
voicemail speech, but not a voicemail beep.
Before you can use this action, make sure that you enable the system to
distinguish between a live voice and an answering machine.
⩥ Create a call analysis response. Answer: In Architect, use the Detect
Silence and Play Audio on Silence actions in your call flows to detect
live or voicemail speech, and then determine how the flow proceeds.
An error message appears if the new call analysis response exceeds the
maximum limit count of 1000. Delete old or obsolete call analysis
responses as needed and click Save again to complete the new call
analysis response configuration.
For each call analysis result, select one of the following actions for the
system to take:
, - Hangup disconnects the call.
- Transfer returns the call to the campaign's queue so that the next
available agent can answer it.
-Transfer to Outbound Flow transfers to the outbound flow you select.
Create outbound flows beforehand using Architect.
⩥ Set Whisper Audio action. Answer: The Set Whisper Audio action
enables you to set up whisper audio on a per call basis.
Use the whisper audio previously configured for the queue, or configure
an audio sequence in the Audio Sequence Editor.
You can set up whisper audio for all agents, or for agents only
configured for auto-answer. For more information, see the Phone tab on
the Edit user configuration data page and Set behavior and thresholds for
all interaction types in Create and configure queues.
The whisper audio set in Architect overrides audio set for the queue.
The system counts the duration for whisper audio as Handle Time.
⩥ Transcription action. Answer: Available in inbound and outbound call
flows, the Transcription action allows you to enable the voice
transcription feature for call flows.
2026 QUESTIONS WITH CORRECT
ANSWERS ALREADY PASSED
⩥ Define a task. Answer: A task typically contains a collection of actions
designed to perform an assigned task sequentially. The following are
examples of tasks:
- Prompt the customer to enter an account number.
- Validate the account number with your customer data.
- Configure hold music while you perform the process in the back-end.
- Fetch customer details such as account balance, credit card due date,
and appointment history.
- Using audio, share the requested information with the customer.
- Configure simple account number validation.
- End the task sequence with an action that tells the flow where to go
next.
⩥ Architect considers each of the following processes as an action that
counts toward the 10,000 limit:. Answer: - Each time you enter a menu
- Each menu action
- Each task action
,⩥ Play Audio action. Answer: Insert a Play Audio element in a task
action sequence to add a prompt for the caller.
Do one of the following:
1 . Type the word or phrase you want Architect to convert to speech for
the caller.
2. Type the pre-recorded prompt you want Architect to play back to the
caller.
3. Click the Edit Audio Sequence button to configure text-to-speech, add
a prompt, or add data for a prompt sequence. For more information
about editing an audio sequence, see the Suggested conten
⩥ Play Audio on Silence action. Answer: Use this action to play a
message (prompt or audio sequence) to completion.
The message optimistically plays immediately. If barge-in interrupts the
message by either voice or DTMF before it plays to completion, the
message enters a loop.
After it enters a loop, it waits for a specified amount of silence and then
attempts to play the message again to completion.
,If the message plays to completion, then the action takes the success
path. If the message reaches the maximum number of retries first, it
takes the failure path.
⩥ Detect Silence action. Answer: Use this action to detect an answering
machine message or verbal speech and subsequent silence in an
outbound dialing campaign interaction. You can also use this action in
inbound, secure, and in-queue call flows. The action detects live or
voicemail speech, but not a voicemail beep.
Before you can use this action, make sure that you enable the system to
distinguish between a live voice and an answering machine.
⩥ Create a call analysis response. Answer: In Architect, use the Detect
Silence and Play Audio on Silence actions in your call flows to detect
live or voicemail speech, and then determine how the flow proceeds.
An error message appears if the new call analysis response exceeds the
maximum limit count of 1000. Delete old or obsolete call analysis
responses as needed and click Save again to complete the new call
analysis response configuration.
For each call analysis result, select one of the following actions for the
system to take:
, - Hangup disconnects the call.
- Transfer returns the call to the campaign's queue so that the next
available agent can answer it.
-Transfer to Outbound Flow transfers to the outbound flow you select.
Create outbound flows beforehand using Architect.
⩥ Set Whisper Audio action. Answer: The Set Whisper Audio action
enables you to set up whisper audio on a per call basis.
Use the whisper audio previously configured for the queue, or configure
an audio sequence in the Audio Sequence Editor.
You can set up whisper audio for all agents, or for agents only
configured for auto-answer. For more information, see the Phone tab on
the Edit user configuration data page and Set behavior and thresholds for
all interaction types in Create and configure queues.
The whisper audio set in Architect overrides audio set for the queue.
The system counts the duration for whisper audio as Handle Time.
⩥ Transcription action. Answer: Available in inbound and outbound call
flows, the Transcription action allows you to enable the voice
transcription feature for call flows.
